Customer-Centric Banking: Enhancing Service Through Technology and Training

Abstract

This report provides a comprehensive overview of my internship experience at AU Small Finance Bank, where I was actively involved in key operations that significantly contributed to the company’s overall effectiveness and customer satisfaction. My primary focus was in the Operations Department, where I played a crucial role in assisting clients and maintaining strong human relations, which were essential for enhancing customer experience and loyalty. During my time in the Operations Department, I was responsible for streamlining processes to improve efficiency and ensure timely service delivery to clients. This strategic approach was vital for the bank as it aimed to expand its market reach, establish a direct connection with consumers, and strengthen its brand presence in the retail banking sector. My responsibilities included developing strategies to facilitate this operational transition and effectively communicating these strategies to both management and staff to ensure alignment across the organization. In addition to my primary role, I gained practical experience in managing financial operations, including cash flow management and budgeting. I also learned about the importance of financial planning and payroll processes, which are critical for maintaining employee morale and ensuring business continuity.