UNIVERSITY OF PROFESSIONAL STUDIES,

ACCRA.

(UPSA)

Surname: xxxxxxxxx

Other name: xxxxxxx

ID No: xxxxxxxxx Level: xxx

Programme of studies: Bachelor of Business Administration

Session: Morning

Name of Organization: Cal Bank Limited

Internship Period: 13th June, 2016 to 5th August 2016

Report submission Date: Signature:

TABLE OF CONTENT

ACKNOWLEDGEMENT---------------------------------------------------------------------------I

EXECUTIVE SUMMARY -------------------------------------------------------------------------II

1.0 INTRODUCTION---------------------------------------------------------------------------1
1.1 Background of report---------------------------------------------------------------1

1.2 Term of Reference ------------------------------------------------------------------1

1.3 Expected Output---------------------------------------------------------------------2

1.4 Profile of Organization--------------------------------------------------------------3

1.4.1 Background---------------------------------------------------------------------------3

1.4.2 Vision statement---------------------------------------------------------------------4

1.4.3 Mission statement ------------------------------------------------------------------4

1.4.4 Products and Services -------------------------------------------------------------4

2.0 FIELD OF EXPERIENCE---------------------------------------------------------5

2.1 Duties and schedules-------------------------------------------------------------5

2.2 Contribution of Student to Organization--------------------------------------6

2.3 Application of Theory to Real Life Situation--------------------------------7

3.0 LESSONS LEARNT----------------------------------------------------------------8

4.0 CHALLENGES----------------------------------------------------------------------9

5.0 CONCLUSION---------------------------------------------------------------------10

6.0 RECOMMENDATION-----------------------------------------------------------11

7.0 REFERENCE------------------------------------------------------------------------12

8.0 APPENDIX--------------------------------------------------------------------------13
 ACKNOWLEDGEMENT

I am most grateful to the almighty God for His loving care and mercy throughout this period of

intense learning and training. Again I want to express my sincere gratitude to the authorities of the

University of Professional Studies, Accra (UPSA) especially the office of the Assistant Registrar

(Industrial Relation) and our wonderful lecturers for their initiatives with regard to the internship

program. This indeed has given me the luxury to have a fore taste of the real and practical side of

what I am taught in the lecture hall. My profound gratitude also goes to Cal Bank limited for the

opportunity given me to have my internship with them especially Mr. Frank Adu (Managing

Director), Mr. Tetteh and Mr. Samuel (both from the HR office), MR Samuel Afum Ntow (RBB

Department Head), Mrs. Afua Amponsah (supervisor) and finally all the staff and my colleagues

with whom I went through this period of training.

Finally, I thank my parents who have contributed immensely to my education and also to God

Almighty who gave me the strength that carried me through my daily activities during the two (2)

months of my tense internship.

 EXECUTIVE SUMMARY

The purpose of this report is to give a summary of the experience gained on the industrial field of

work .This report for that matter gives a detail of the eight weeks of the internship programme

successfully completed. The student undertook his interns with Cal Bank Limited, a financial

Institute that seeks to offer first rate professional services to attract high valued clients and is to be

the leading financial service group creating sustainable value for their stakeholders.

The main purpose of this internship is to enhance students gain an in-depth knowledge of the

working environment as well as equipping themselves with the practical aspect of their course of

study in other to aid them to perform exceptionally well at the job field after graduation.

During the internship, the intern was placed in the Retail and Business Banking Department under

the supervision of one of their business relations managers who assigned him to duties such as

filling of documents and performance appraisal, shell cards report, typing and printing of

documents and account opening.

The student’s recommendation is that the school authorities should help in aiding students to

acquire companies for their internship since it was very difficult for the intern to gain a place in a

company.
1.0 INTRODUCTION

1.1 Background to the Report

The ever increasing gap between the theories learnt in lecture halls and the realities at the

workplace has gained much attention from institutions of higher learning and employees alike.

The university as part of its numerous schemes to close the gap has created the platform for the

industrial attachment to aid students do exactly that by superimposing the theory taught in the class

with the practical field of work. Students are expected after this course to have a fore sight of what

actually pertains on the job market even before they are ready for the job market.

As per the Policy and Academic Curricular of the University of Professional Studies

Accra, students were entreated to undertake an internship program. This report gives a vivid picture

of the eight weeks internship programme the intern pursued at Cal Bank Limited head office at

independence avenue, Ridge from the 13th June to 5th August, 2016.

1.2 Terms of reference

• As part of the undergraduate program of the UPSA it is mandatory for students to undertake

a 2 months industrial internship program.

• It aims to effectively blend theory acquired in school with industrial practice.

• A report on the internship and recommendations must be submitted to the Industrial

Relations Department of the UPSA.

1.3 Purpose of Attachment

At the end of the Internship programme, the Intern expects to achieve the following expectations

and output;
 • To enable the Intern integrate lecture room work and the experience gained from the

industrial attachment to build up practical skills in the Administration job environment.

• To enable the Intern enhance upon his research work which would be undertaken in the

final year in UPSA. The purpose of the research exercise is to provide the student with an

opportunity to select and study a research problem of local importance and present his

findings logically and systematically in clear and a brief style.

• To afford the Intern the platform to visualize the practical implications of learned concepts

and theories.

• To expose the Intern to important ethics in the administration profession and as such render

the Intern adaptable to career adversities.

• To grant the Intern the opportunity to establish cordial and fruitful relationships for future

prospects.

1.4 PROFILE OF CAL BANK LIMITED

1.4.1 Background

CAL Bank is currently the most innovative indigenous Ghanaian Bank in Ghana, CAL Bank

formerly Continental Acceptance Limited and CAL Merchant Bank commence operations in July

1990, providing world class financial solutions to the Ghanaian banking sector. CAL Bank

received its Universal Banking License in 2004 and soon commenced providing specialized retail

banking services.

With its highly skilled professional staff who emphasize the delivery of efficient and excellent

customer services, CAL Bank limited continues to provide a broad range of banking and financial
solutions to large corporations, small and medium-size enterprises, public sector institutions and

retail customers through a network of 25 branches and over 100 ATMs across Ghana.

At CAL Bank, our promise is to deliver services you can always bank on. Our customer-centric

approach in our service delivery is underpinned by the bank's ethos of customer delight. It is out

of this that the slogan 'Bank on our service' continuously drive the bank to play an important role

in Ghanaian financial sector by providing total banking services to personal, commercial and

corporate clients in Ghana and beyond.

1.4.2. Vision Statement

Our vision is to be a leading financial service group creating sustainable value of our stakeholders

1.4.3. Mission Statement

We aspire to be financial service institution of preference through delivery of quality service, using

innovative technology and skilled personnel to achieve sustainable value.

1.4.4. Organizational products and services

CAL Bank offers bespoke banking solutions with our products and services such as CAL corporate

financial solutions, CAL personal banking solution, CAL home mortgage solutions, CAL

investment solutions, CAL electronic banking solutions, CAL fuel debit card solutions and also

provides internet banking.

2.0 FIELD OF EXPERIENCE

2.1 Duties and Schedule

In accordance with the date slated in the introductory letter issued by the industrial relations office

of the university, the reporter was to be reported for the attachment on 1st June 2016, but was told

to begin work on the 13th of June 2016 due to plans of management of the bank. Mr. Tetteh and

Mr. Samuel both from human resource department took the interns through an orientation. They

highlighted on the day’s business requirement and code of conduct that bordered on integrity,

image reputation, confidentiality and credibility. The intern was assigned to the Retail and

Business Banking Department and the following duties were due him during his stay as a

Performance Reporting Analyst.

• Filling of Documents

This is done in various ways which include filing of incoming and outgoing mails. Filing is

the way by which files are stored in their proper place for reference. For instance, upon

receiving mails from the branches for excess approval, the intern is duty bound to sort them

out by arranging them properly before registering them into the excess notebook; this is a

notebook where all incoming mails for excess approval from the branches are recorded.

• Performance Appraisal

The intern was an integral part of a team that assessed the performance of the Bank's branches

and business units in their products performance and the various systems to identify the

weaknesses and strengths and consequently recommend how to improve on their performance

through the dashboard which was reviewed every morning by the head of the department

before it is send to the MD.

• Shell cards

The intern and his team were in charge of shell cards, that is one of the products of the bank,

CAL fuel debit card solution. It provides card holders the instant purchase of fuel from any

shell filling station with the card. There were the duties of issuing and replacing of the shell

cards to customers and top up to existing holders.

• Typing and printing of documents

The interns did also discharge his duties at the department by helping his colleagues at the

office who needed his services by typing and printing documents, running photocopies,

running errands and needed assistance to all the staffs at the department.

2.2 Contribution of Student to the Organization

One major important aspect of the industrial training is value or change one brings to the

organization; working in a firm and acquiring all the necessary training, knowledge and

development skills is not enough, essentially, key contributions made by the intern are as follows:

2.2.1 Complementary role

The intern contributed immensely to the firm during the two months internship program by

assisting his colleagues and the department in executing most of their tasks. The work load at

the office was reduced to a minimum level and everyone had enough time to relax and do other

equally important work.

2.2.2 Accounting role

The intern helped in recording excess memos of clients from branches that were sent to the

department for approval. He was in charge of all excess to be printed and recorded in their

respective books and sent to the executives for approval.

 2.2.3 Effective and Timely Record Keeping

Good record keeping is a necessity in the survival of any organization and more especially

financial institutions. The intern and his team ensured that data on the various customers were

updated, recorded and also entered into the files of companies and individuals in the cabinet to

enable easy locations of files.

2.2.4 Account opening.

The intern contributed in the assisting of opening of account to clients who comes to the

office for assistance. He assisted his colleagues to open account to clients in their name.

2.3 Application of Theories to Real Life Situation

The eight weeks industrial internship proved to the intern that most theories learnt in classroom

were practically applied in the real life (personal life and organization). Some of these theories

have been enumerated and briefly explained below:

2.3.1 Business Communication

Communication skills course that focused on grammar, speech and writing skills helped the

intern to effectively communicate write and comprehend any written material with ease.

Additionally, knowledge obtained in business communication on nature and purpose of

business, functions and skills of effective communication helped the intern to understand and

communicate in the firm with business communication tools such as memos and report

amongst others.

2.3.2 Socio-Ethical Behaviour

Ethics and interpersonal relations in organizations were also thought. How to communicate

and relate to superiors, colleagues, subordinates and clients were also critically considered.

2.3.3 Management Information System

 The intern improved on the use of information communication tools such as Microsoft office

tools; MS Word, MS Excel and MS PowerPoint. Continuous use of the tools led to excellent

proficiency in the office suite and more importantly the use of excel to record and update

accounts.

2.3.4 Time Management

The Intern applied the principles of time management in the discharge of his duty as he

achieved his scheduled goal with limited time and resource and also showing up at work very

each day.

3.0 LESSONS LEARNT

The intern learnt so much by working with CAL Bank limited and the Retail and Business Banking

Department. The following were some of the lessons the intern learnt.
• Confidentiality of information was a key lesson learnt. Confidentiality of information is greatly

upheld by CAL Bank limited and the Retail and Business Banking Department. They ensured

that information is kept within the Dockers of the department. Every office has a shredding bin

that distorts every paper into several pieces beyond recognition to avoid the leakage of any

information.

• Information Communication Technology. There was an improvement in the use of Microsoft

office tools; MS Word, MS Excel and MS PowerPoint. The intern was also thought how to

scan documents, fix projectors etc.

• Socio-Ethical Behaviour. Ethics and interpersonal relations in organizations were also thought.

How to communicate and relate to superiors, colleagues, subordinates and banking clients were

also critically considered

.
4.0 CHALLENGES

Challenges are inevitable aspect of life and even working. However, these challenges if addressed

properly leads to the discovery of knowledge and achieving of relevant objectives. In spite of the

company’s and the interns efforts to enhance a challenge free atmosphere there were a gamut of

challenges encountered during the interns discharge of duties and the most salient ones have been

briefly elaborated below.

• The intern had trouble trying to adapt to the environment in the corporate world.

• Issues discussed at meetings were difficult since practical and technical terms were used.

This made things very difficult to comprehend

• The intern had a raw deal working owing to limited number of computers available to carry

out the scheduled task. Most of the computers in the offices were more of personal

computers.

• The intern had insufficient schedule period to acquire much knowledge on the job at hand.
5.0 CONCLUSION

The internship is a commendable idea because it seeks to prepare the students to serve the needs

of industries and commence more effectively upon completion. CAL Bank has exposed the intern

to the realities of the working environment; leading to the exhibition of practical knowledge,

confidence and experience acquired and this serves as a stepping stone to marshal the intern into

the world of business upon graduation.

In conclusion, the exercise was very good and equipped me to perform better after my Programme

of study at UPSA
6.0 RECOMMENDATIONS

6.1. To UPSA

• The school authorities, especially the industrial relations, should increase its scope of

assisting students in getting internship placements.

• The intern will like to recommend to the school to conduct orientation on the writing of the

report in order to help students get better ideas on the guidelines for the internship report

so that they will come out with good reports since some of the items in the guidelines are

not clearly understood

6.2. To CAL Bank

• CAL Bank Limited must provide the relevant and adequate infrastructure to support the

activities of interns. For instance, there should be enough computers for interns to use.

• CAL Bank Limited should provide adequate training and development program for interns

in order to help them adapt easily and be effective in the organization.

7.0 REFERENCES

• Report Guidelines of the University of Professional Studies (UPSA).

• Students Hand Book - University of Professional Studies (UPSA).

• CAL Bank Limited Newsletters.

• CAL Bank Limited website.

8.0 APPENDIX

Confidential appraisal form