Intern - Business Channel (Channel Operation Strategy)

If you are looking to excel and make a difference, take a closer look at us

This internship offers a unique opportunity for proactive undergraduates to go behind the scenes of a leading financial institution's retail operations. You will play a vital role in upskilling our branch workforce and ensuring service excellence across our network. If you are passionate about education, internal communications, and quality standards, this role provides hands-on experience in translating complex banking procedures into actionable knowledge for frontline teams.

The intern will support the Capability Development team in ensuring our branch staff are equipped, informed, and performing at peak levels. Key responsibilities include:

Training & Content Development:

• Assisting in the creation of engaging training materials and Learning Notes to simplify new banking processes for branch staff.

• Developing quick-reference reminders and cheat sheets to improve on-ground execution of procedures.

Performance Assessment & Analytics:

• Supporting the administration and analysis of post-training assessments to identify knowledge gaps.

• Compiling data on training completion rates and competency scores for management reporting.

Strategic Communications:

• Drafting clear, concise internal communication materials to announce new operational procedures or product updates.

• Ensuring consistent messaging across all branch internal channels.

Quality Assurance & Mystery Shopping:

• Coordinating and participating in Branch Mystery Shopping exercises to evaluate service quality and product knowledge.

• Synthesizing findings from mystery shopping reports to help the team develop targeted coaching interventions.

Requirements

• Currently pursuing a degree in Business, Communications, Human Resources, Education, or a related field.

• Excellent written and verbal communication skills (the ability to make complex info simple).

• High attention to detail and a customer-first mindset.

• Proficiency in Microsoft PowerPoint and Word (design skills like Canva are a plus).