UNIVERSITI TEKNOLOGI MARA (UiTM) JOHOR, PASIR GUDANG

BACHELOR OF BUSINESS ADMINISTRATION (HONS.) MARKETING

FACULTY OF BUSINESS AND MANAGEMENT

INDUSTRIAL TRAINING REPORT

MGT666

MANAGEMENT ANALYSIS FOR

BANK SIMPANAN NASIONAL
(BSN)

MOHAMMAD JULAIHI BIN JAYA

2017925371

OCTOBER 2022
EXECUTIVE SUMMARY

I hereby declare that the work contained in this proposal report is original and
my own and except those duly identified and recognized. If i am later found
committed plagiarism or acts of academic dishonestly, action can be taken
accordance with UITM’s rules and academic regulations.

Signed by:

MOHAMMAD JULAIHI BIN JAYA

2017925371
UiTM Johor, Pasir Gudang
Group: J4BM7A

i
 TABLE OF CONTENT
Executive Summary........................................................................................ i
Table of content............................................................................................. ii
List of figures................................................................................................. iii
List of tables.................................................................................................. iv
Acknowledgement.......................................................................................... v

Student's Profile........................................................................................ 1
Update Resume......................................................................................... 1

Company's Profile...................................................................................... 2
Corporate Profile...................................................................................... 2
Logo....................................................................................................... 3
Vision & Mission....................................................................................... 4
Core Values............................................................................................. 5
Board of Directors..................................................................................... 6
Shariah Committee.................................................................................... 7
Management Committee............................................................................ 8
Subsidiaries.............................................................................................. 9
BSN Care................................................................................................. 10-11
Counter Operating Hours........................................................................... 12
Product and Services................................................................................. 13-18

Training's Reflections................................................................................. 19
Before Tasks............................................................................................. 19-20
During Operations..................................................................................... 21
After Operations....................................................................................... 22
Other Participation.................................................................................... 23
Training Involved....................................................................................... 24
Benefits................................................................................................... 25

SWOT Analysis.......................................................................................... 26-27

Strengths................................................................................................. 28
1. Mandated achievements....................................................................... 28
Discussion......................................................................................... 28
Recommendation................................................................................ 29
2. BSN Care........................................................................................... 30
Discussion......................................................................................... 30
Recommendation................................................................................ 31

ii
 TABLE OF CONTENT
Weakness............................................................................................... 32
1. Online banking services....................................................................... 32
Discussion........................................................................................ 32
Recommendation............................................................................... 33
2. Customer service officer..................................................................... 34
1. Discussion.................................................................................... 34
2. Recommendation........................................................................... 35
Opportunity............................................................................................ 36
1. Islamic banking.................................................................................. 36
Discussion........................................................................................ 36
Recommendation............................................................................... 37
2. Saving accounts................................................................................. 38
Discussion........................................................................................ 38
Recommendation............................................................................... 38
Threat.................................................................................................... 39
1. Feedback.......................................................................................... 40
Discussion........................................................................................ 40
Recommendation............................................................................... 41
2. Welfare............................................................................................ 42
Discussion........................................................................................ 42
Recommendation............................................................................... 43

Conclusion.............................................................................................. 44
References............................................................................................... 45-47
Appendices.............................................................................................. 48-50

ii
 LIST OF FIGURES
Figure 1 : Updated Resume Profile................................................................. 1
Figure 2 : BSN Logo.................................................................................... 3
Figure 3 : BSN Misson's............................................................................... 4
Figure 4 : BSN Core Values.......................................................................... 5
Figure 5 : Board of Directos.......................................................................... 6
Figure 6 : Shariah Committee....................................................................... 7
Figure 7 : Management Committee................................................................ 8
Figure 8 : PBSN Logo................................................................................... 9
Figure 9 : PruBSN Logos.............................................................................. 9
Figure 10 : BSN Care Logo........................................................................... 10
Figure 11 : BSN Care................................................................................... 11
Figure 12 : BSN Products............................................................................. 13
Figure 13 : Discussion of SWOT Analysis........................................................ 26
Figure 14 : Recommendations of SWOT Analysis............................................. 27
Figure 15 : 4 Pillars of BSN Customer Service Charter...................................... 35

APPENDICES 48-50

iii
 LIST OF TABLES
Table 1 : Peninsular Counter Operating Hours.............................................. 12
Table 2 : Sabah & Sarawak Counter Operating Hours..................................... 12
Table 3 : Training Involved at BSN.............................................................. 24

iv
ACKNOWLEDGEMENT

First of all, I would like to express my gratitude to Almighty Allah to enabling me

to complete this report on Industrial Training at Bank Simpanan Nasional (BSN).

First and foremost, I convey my sincere gratitude to my Academic Supervisor

Dr. Noreen Noor Binti Abd Aziz. Without her kind and support with the guidance
throughout my report, it would not be complete perfectly.

Deepest appreciations to Bank Simpanan Nasional (BSN), especially to Pn.

Norlailawati Binti Sadak, Main Branch Manager, Wisma Muafakat BSN Negeri
Johor for giving me an opportunity to work with and make the best out of my
internship.

Last but not least importance, I would like to say thank my parents and friends
who have been with me and offered emotional strength and moral support.

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 RESUME

Figure 1 : Updated Resume Profile 1

CORPORATE PROFILE

Bank Simpanan Nasional (BSN) was established on December 1, 1974 with the clear mission
of to encourage the savings growth of Malaysians and support national development. Since
its inception by YAB Tun Haji Abdul Razak bin Hussein, Malaysia's Second Prime Minister,
Bank has remained true to this inclusive goal and continues to embrace "No Malaysian Left
Behind" as its corporate motto.

BSN’s central purpose is to financially empower and elevate people and communities
throughout Malaysia. operating with partners and stakeholders who share its vision and
values, BSN has enlarged financial inclusion across the state and provided access to
financial resources that have remodelled lives. To deliver on its mandate, BSN has
established a practice of innovation. Since its inception, the Bank has endlessly adapted to
the dynamic times by embrace new technologies and ways in which of working to better-
serve its clients, making certain access to financial services even for those in remote and
different underbanked communities.

Today, the Bank is doing quite ever to uplift the economic well-being of Malaysians.
Together of the nation’s leading financial institutions, BSN serves over 9 million Malaysians
across the country, with deposits and retail savings totalling RM17.81 billion. BSN’s reach
has never been wider, with over 7,000 staff supported by 390 branches, 38 Micro Finance
Centres, 675 Automated Teller machine Machines (ATMs), 317 money Deposit Machines
(CDMs) and over 3,400 Ejen Bank BSN across the country (as of December 2020). As
Malaysians, increasingly, embrace digital banking and e-commerce, BSN is continuous to
speculate in new digital product and services to ensure that we have a tendency to still
serve our customers’ and therefore the nation’s needs.

BSN's commitment to its mandate is woven into all aspects of its business and is at the
heart of its corporate culture. As the Bank now celebrates almost five decades in business,
it remains BSN's guiding principle and represents the standard by which BSN measures
itself.

2
 LOGO

Figure 2 : BSN Logo

The BSN logo has been given a new breath to reflect their role and function in today's
Malaysian atmosphere. In addition to maintaining the stability and equality of the
original logo, the logo has undergone an evolution that features a more friendly,
fresher and more contemporary feature.

Typeface:

A specialized logo designed to look more stylish and progressive. BSN letters are
maintained in capital letters as a symbol of strength and stability.

Colour:

The colour of the BSN logo is also changed to fresh teal and white, each
trustworthiness reliability and integrity.

The Pohon Pitis:

Symbols of money that symbolize growth and wealth are maintained but are given a
touch of modern graphics. The number of coins on the tree is increased from 13 to 14
coins to represent all the Federal States and Territories in Malaysia. It shows that BSN
offers financial services in every state and region, and all citizens of the country have
easy access to the solutions offered by BSN.

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VISION & MISSION
VISION
"No Malaysian Left Behind"
At BSN, we aim to provide every Malaysian the opportunity to enjoy a better life by
enabling a better financial future through our extensive network and range of services.

MISSION
BSN mission is to build lifelong and meaningful relationships with customers to ensure
they continue to access a better life by:

Providing the means for savings and investments by the general

public with a comprehensive range of banking services.

Promoting and mobilising savings, particularly from small

savers.

Inculcating the habit of thrift and savings.

Utilising the funds of the Bank for investment including

financing of economic development of the nation.

Figure 3 : BSN Mission's

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 CORE VALUES

C
Committed
BSN are committed to excellence in all that
they do.

A
Agile
BSN anticipate market trends and leverage
opportunities.

R
Respectful
BSN value diversity among people, ideas and
points of view and strive to put themselves in
their shoes to better understand their needs.

E
Ethical
BSN are transparent, honest, and uphold the
highest moral values.

Figure 4 : BSN Core Values

5
BOARD OF DIRECTORS
Puan Rossana Annizah Ahamd Rashid
Chairman

Dr Mastura Abdul Karim

Non-Independent Non-Executive Director

Tuan Haji Selamat Haji Sirat

Independent Non-Executive Director

Datin Zaimah Zakaria

Independent Non-Executive Director

Dato' Mohd Rizal Mohd Jaafar

Independent Non-Executive Director

Encik Ahmad Lutfi Abdull Mutalip @ Talib

Independent Non-Executive Director

Dato' Haji Amirudin Haji Abdul Halim

Independent Non-Executive Director

Jay Khairil Jeremy Abdullah

Executive Director
Figure 5 : Board of Directors
6
 SHARIAH COMMITTEE

Assoc. Prof. Dr. Mohammad Zaharuddin Zakaria

Chairman

Encik Ahmad Lutfi Abdull Mutalip @ Talib

Member

Dr. Asma Hakimah Abd Halim

Member

Assoc. Prof. Dr. Kamaruzaman Nordin

Member

Dr. Razli Ramli

Member

Figure 6 : Shariah Committee

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MANAGEMENT COMMITTEE

Jay Khairil Jeremy Abdullah Mujibburrahman Abdul Rashid Norhafizah Md Shariff

Chief Executive Chief Business Officer Chief Financial Officer

Izham Ab Wahab Vacant Ummu Shirin Mohamed Thalha

Chief Human Capital Officer Chief Operating Officer Senior Vice President/Head,
Legal & Corporate Secretariat

Azlan Abu Bakar Asaraf Aboo Bakar Samsudin Samsuri

Senior Vice President/Head, Senior Vice President/Head, Senior Vice President/Chief
Credit Operations Treasury & Investment Compliance Officer

Andrea Lim Zui Ling Haris Yaakob Abdullah Roodi Mohd Rashid
Senior Vice President/Chief Senior Vice President/Head, Senior Vice President/Chief
Risk Officer Corporate Strategy Internal Auditor

Figure 7: Management Committee

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 SUBSIDIARIES
PERMODALAN BSN BERHAD

Permodalan BSN Berhad (PBSN), a body incorporated on 13

Oct 1994 below the companies Act, 1965, is that the plus
management arm and a wholly-owned subsidiary of Bank
Simpanan Nasional (BSN). The authorised capital of PBSN is
RM40,000,000 comprising 40,000,000 common stocks of
RM1.00 every of that a pair of 2,000,000 has been issued
and totally paid-up. PBSN commenced operations on 2
January 1995. Figure 8 : PBSN Logo

PBSN has over 10 years’ expertise as a fund fund manager through its maiden fund,
Amanah Saham Bank Simpanan Nasional which was launched on 12 January 1995.
PBSN has on 8 May 2005 obtained the specified licence from the Securities
Commission to manage unit trust funds consistent to the Securities Industries Act
1993. Previously, PBSN was exempted from getting such licence by the Securities
Commission. With the launch of BSN Dana Al-Jadid, the primary Islamic unit trust
fund of PBSN, on 18 June 2008, this marks a brand-new part for PBSN in providing
quality investment management services to the investment public.

PRUDENTIAL BSN TAKAFUL BERHAD

Figure 9 : PruBSN Logo

Prudential BSN Takaful Berhad (PruBSN) was given the approval to operate a Takaful
business from Bank Negara Malaysia in early 2006. PruBSN is a partnership between
Prudential Holdings (Prudential) and Bank Simpanan Nasional (BSN), two financially
strong companies in their respective fields of expertise.

9
 BSN CARE

Figure 10 : BSN Care Logo

BSN is committed to bringing a positive impact to our community through our

corporate social responsibility programs.

Bank Simpanan Nasional (BSN) has a long-standing tradition of serving

Malaysians from all walks of life regardless of background, race and social
standing. In line with the Bank's vision of "No Malaysian Left Behind", the
Bank is committed to achieve sustainable and meaningful relationships with its
customers not only by providing banking services, but also through corporare
social responsibility (CSR) programs, which will bring positive impact to the
community.

BSN has strengthened its CSR brand image by establishing "BSN Care", aims
at enhancing consumer's perception and increasing its brand value through
CSR activites. By having a strong CSR brand, this will create a value added for
BSN in the market hence differentiating it from other financial institutions.

BSN's CSR is aligned with its brand promise - "A better Life Within Your
Reach" is to provide the society especially the underserved, the opportunity
to enjoy a better life by championing our mandated roles in providing
financial inclusion to all. BSN shall ensure that all CSR programs complement
with its core values.

10
 BSN CARE

Figure 11 : BSN Care

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COUNTER OPERATING
HOURS
PENINSULAR:

Table 1 : Peninsular Counter Operating Hours

SABAH & SARAWAK:

Table 2 : Sabah and Sarawak Counter Operating Hours

All government offices are opened 5-days a week. Same goes with BSN, all states
except Kelantan, Terengganu and Johor are opened from Monday to Friday.
Saturday and Sunday considered weekend hence the offices are closed during these
days. On Friday, the lunch break is usually to allow the Muslims to perform their
prayers.

In contra, state of Kelantan, Terengganu and Johor, the working days are from
Sunday to Thursday. Friday and Saturday considered as a weekend.

On top of that, the offices are also closed during the national public holidays and
special state holidays. If the public holiday falls on a non-working day, the following
day will be declared as a public holiday.

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 PRODUCT / SERVICES

PERSONAL BANKING

ISLAMIC BANKING

BUSINESS FINANCING

Figure 12 : BSN Products

BSN offers 3 main types of products and services for Malaysians. Each type has a wide
variety of offers and options to complete the wants or needs way of lifestyles with
BSN.

Through the years, BSN continues to provide a comprehensive platform of financial

services and infrastructures that are easily accessible for customers, anchored in
sound financial management that has withstood the test of time.

BSN recognises the need to continue evolving. Today, the delivery of banking services
are accelerated by online intermediation, e-payment systems and intensified e-
commerce growth.

So much proud to be at the forefront among banks in Malaysia that empower financial
inclusion for all. BSN will continue to provide comprehensive banking access to all
communities, particularly the underserved segment and small savers.

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PRODUCT / SERVICES
Providing the best service, BSN always repairs from time to time for the
convenience of Malaysians on the services provided by BSN. BSN always
maintains excellent service quality so that it is not far from competing banks
outside.

1. TRANSFER
Through BSN's various bill payment channels, you can clear your bill anytime,
anywhere.
Three types of transfer you can be done such as:
Interbank GIRO (IBG)
Interbank Fund Transfer (IBFT)
DuitNow

2. BILL PAYMENT
Paying your bills has never been easier. With BSN's many bill payment channel,
you can settle your bills anytime, anywhere.
You also can the the bills to various Payee Corporations like assessments,
educations, insurances, loans repayments, zakat payments, or payment to
collection services
There are five bill payment channels:
myBSN (Internet Banking)
Automated Teller Machine (ATM)
Cash Deposit Machine (CDM)
Ejen Bank Berdaftar (EBB)
SMS:BSN (SMS Banking)

3. SURUHANJAYA SYARIKAT MALAYSIA

(SSM)
Some people still do not know where they want for Business Certificate
Renewal. Not even at their main offices, BSN is always there to get it.
It is easy, just come to over the counter at any BSN branch throughout
Malaysia.
Bring along your original NRIC, and complete the Business Registration
Renewal Form (Form A1)
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 PRODUCT / SERVICES
4. AUTO CREDIT
BSN's Auto Credit service is designed to help Employers and Organisations
automatically credit funds to employees' or recipient's bank accounts every month or
designated period.

FEATURES
Direct crediting into your employees' BSN account
Perfect and convenient way to pay salaries, bonuses, allowances, etc. Hassle-free. No
more queueing at the bank!

Recipient account at other banks

For recipients with accounts at other banks, payment will be credited via IBG. You only
need to deliver the payment data to BSN.

Opening of account for employees/recipient

BSN provides a platform for companies to open a collection of accounts for their
employees at their premise.

HOW IT WORKS
Get BSN Password
You will be provided with a Password for BSN electronic via BSNeBiz website. This
system is secured with safe encryption.

Key in Data
You will need to provide input of data using the BSNeBiz or data that can be imported
from a system maintained by your company.

Wait for Confirmation

Data confirmation is done online. This enables you to make amendments in case of any
errors on the recipient account.

Mind of Cut-off Time

The cut-off time for data transfer is 6.30pm, one day before payment is made.

Funds Transfer
Funds for payment can be sent using Bank Negara Malaysia RENTAS system, IBG or via
cheque. Funds must be received by BSN before payment can be made.

Receive e-Statement
Once credited to the employess' accounts, the Company will be furnished with a report 15
that can be downloaded from the server.
PRODUCT / SERVICES
5. AUTO DEBIT
Most of the banks always have the facility for the convenience of their customers.
Auto Debit is basically a payment facility given to you by the Bank through which the
money directly gets deducted from your account on the designated dated.
This subject to the condition that there is enough balance in your bank account.
Auto Debit is resorted for most of bills utilities, credit cards and other online
payments.

6. PIN PURCHASE
You may purchase it through over the counter at any branches.
If you are BSN customers, you can purchase via ATM BSN using your BSN Giro/i
Card.
There are many types of application for pin purchase:
UPU Applications
Teacher Education Division Application (BPG)
Applications to further studies at KPM Matriculation College
Applications to further studies at KPTM Community College and Polytechnic
Applications to further studies at UiTM
Applications to further studies at Malaya Universal Medical Centre
Applications to further studies at UNISEL
PTPTN Loan Application

7. FINANCIAL PROCESS EXCHANGE (FPX)

FPX is a convenient and secure online payment solution that allows real-time
debiting of customer’s internet banking account. It also allows immediate and direct
crediting into merchant’s account. FPX service is suitable for all businesses that offer
products or services via the internet.
Advantages of using fpx:
Real-time online payment
Pay anywhere, anytime
Shop online with ease

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 PRODUCT / SERVICES
8. REMITTANCE
It is the sum of money being sent, generally to someplace abroad, although it can also
be made domestically. In common usage, the word can refer to moving money by any
method, such as a wire transfer, or by mail, to move the money.

Transfer money with your loved ones or for business purposes at BSN branches
nationwide by using:

1. Western Union
Transfer maximum limit per day per sender is RM50,000.00

Features & Benefits:

Speedy transfer
Hassle-free
No fee for recipient
2. BSN Remit
Now, BSN Remit offers money transfer to Indonesia up to IDR 25 Million. It's easy, it's
secure!

Features & Benefits:

Secure & competitive rates
Real-time & convenient
No additional charge

9. MOTOR INSURANCE
Renewing your motor insurance for your car or motorcycle couldn’t be easier. Just drop
by at any BSN branch throughout Malaysia with the necessary documents.

Two types of Motor Insurance offer by BSN which is Private Cars and Private
Motorcycles

There are six insurance companies selected by BSN:

Kurnia Insurance (Malaysia) Berhad
UniAsia General Insurance Berhad
Zurich Insurance Malaysia Berhad
Takaful Ikhlas
MPI Generali Insurans Bhd
Syarikat Takaful Malaysia
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PRODUCT / SERVICES
10. OPERATE ACCOUNT BY REPRESENTATIVE
The appointment of a representative to operate the account is to qualify the third
party to perform some specific transactions that are allowed on behalf of the
account owner.
The account owner needs to come to any BSN branch to do the appointment of a
representative. This appointment will allow the appointed representative to do
business without the need for the presence of the account owner.
Any kind of specific transactions are based on terms and conditions were
complied with.

11. ASNB
BSN is one of the agents for ASNB services where it can be done all over the
counter at any branches nationwide.
You can make the transactions for subscriptions, redemptions, transfers or more
with any kind of product's ASNB.

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 TRAINING'S REFLECTION
Working as a Teller at BSN is giving me more experiences in terms of
environment, knowledge and I can gain my capability to perform well in this
organization. I was entered at BSN for six years ago, there is many experiences I
can describe more.

Bank tellers are typically the first point of interaction for customers as they enter
the bank. Tellers verify the identity of customers and process requests for
deposits to and withdrawals.

Teller are often responsible for making the customer feel safe, answering
pertinent questions, and promoting the bank’s services. The goal is to provide the
customer with excellent service so that the customer continues to use the bank
for all of his or her financial needs.

In the Operations has a situations before, during and after the operations. Each of
the post levels from top to bottom will have its own function.

BEFORE TASKS
1. Setting up all the maintenances over the counter operations.

After verified the attendance at the morning, we need to turn on all the PC's and
printer machines. This is the first thing we need to do to ensure all the daily
transactions running smooth without any disruptions during the operations.

2. Signing on the systems.

The Branch Officer will do it first. There are two systems that the Branch Officer
need to signing on to make sure all the systems is running up which is Open
Branch Session and Open Cash Session. The Branch Officer will print out all the
report before proceed to the Teller session.

After that, Teller can signing on the systems which is Open Cash Session only.
Teller need to take the Balancing List report ensures cash in Cash Box is tally with
the previous day.

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TRAINING'S REFLECTION
3. Morning Briefing (MB).

Every morning, the Branch Officer will take over this tasks to all the Tellers. We
need to always updates with the current situations. The Branch Officer shares
some information from the top management with any kind of new Standard
Operating Procedure (SOP) relates to new products or schemes enforced
immediately.

Every Wednesday, before the counter operations open to the customers; all staffs
operations in Johor must attend the MB organise from Head Operations Officer
(HOO) managements. It provides links to join the MB via Microsoft Teams
platforms. The HOO's will presenting the information regarding to slides
presentations provided from the Head Quarters BSN.

4. Receive cash, control and keep store safely

Teller will receive cash from the Branch Officer for the business daily
transactions. It is must store safely and always lock in the desks wherever to go.
Teller need to ensure the cash is sufficient so that there will no shortage while
doing business with the customers.

If there is a shortage, Teller shall report to the Branch Officer and receive cash
back from the Officer.

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 TRAINING'S REFLECTION
DURING OPERATIONS
During the business run, Teller need to make sure the counter operations is under
control. Especially on peak times, many customers come over to the Banks for
their own purposes. Teller needs to control the situations without any chaos
happen over the counter. In other that, all the daily transactions with customers
can be done as smooth as clear.

There is some of following matters need to be addressed and acted upon:

1. Recording transactions, which involves logging checks and preparing
transaction reports.
2. Reconciling cash drawers.
3. Opening new accounts and helping with loan applications.
4. Promoting the bank's products and services
5. Keeping customer's personal information confidential.
6. Communication with team members to avoid the misunderstanding of any
information.

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TRAINING'S REFLECTION
AFTER OPERATIONS
Counter operations closed on 4.45pm, so there is no any customers to allow enter
the banks after that time. If there is still the customers inside the banks, Tellers
have to complete and settle all the transactions with the customers.

After the counter operation is closed to the customers, Tellers must be do the
balancing of cash and sends to the Branch Officer. Teller Cash Box must be below
RM5,000.00. If more than that, Teller need to send and give the rest of amount to
the Branch Officer by through the systems.

Even the counter operations is closed, there is some of the tasks need to be done
on the day. Once all complete, the Branch Officer will close the systems by End
Sessions, Close Cash Session and Close Branch. The Branch Officer will reported
to the top Officer for the checks ensure is already complete or yet.

Below is some tasks to be done on the day:

1. Generates & keeps store safely the report online.
All the daily transactions must be tally with the systems. Teller have to generates
the report online without any misses everyday.

2. Cross checking the report online.

Teller need to check the report online each other to ensures all the documents are
completed. Some of documents are not complete such as no signatures from
officer or customers, no denominations of amount and the approval code.
This activity is complied because to avoid the query from the auditors.

3. Housekeeping and filling the documentations.

Some of the documents need to in filling such as Enhance Due Diligence (EDD).
The ECDD is the transactions exceeded from RM25,000 and above by the
customers where needs to keep filling everytime and everyday.
Tellers must be assisting Branch Officers to ensure the cleanliness and neatness of
the office layout.

22
 OTHER PARTICIPATIONS
There are a lot of experiences that I gain while serving here. The bonding among
staff were so strong. Even though they are working at the difference department,
they still care for each other. BSN Johor has their own Kelab Kebajikan dan Sukan
Negeri Johor where all the member are the staff of the company that contributed
monthly fees to the club, which created to:

1.Strengthen relationship between the member through various activities such as

recreational, welfare, social and sports.
2.Defend and safeguard the interest, general welfare and advance members
through charitable contributions and services to members.
3.Fostering a spirit of unity, friendliness, mutual cooperation as as strengthening
goodwill among members through the organization, coordination of sports, social
and welfare activities of members and participation in various beneficial activities.

Throughout the internship duration, I was given a chance to participate and witness
a various activities organized by the Kelab Kebajikan dan Sukan BSN Johor for
every year such as:

Annual General Meeting

Annual Dinner BSN
Program Sumbangan Ramadan
Sport activities among staffs
Social activities

23
TRAINING INVOLVED
BSN provided and well-planned a lot of training courses for the staffs, to ensure
that everyone get involved and occupied with the knowledge and skill from various
scope that is beneficial to their daily use and career development. As for me, I was
selected with a lot of training programs that suits to my job scope and below some
of training records I have attended.

24
Table 3 : Training Involved at BSN
 BENEFITS
EMPLOYEES PROVIDENT FUND (EPF)
The employer has contributed 16%, while the employee contributed as much as
11% of monthly salary received.

SOCIAL SECURITY ORGANIZATION (SOCSO)

The employer paid 1.75% while the employee contributed 0.5% of the monthly
salary for the Employment Injury Insurance Scheme and Invalidity Pension
Scheme.

EMPLOYMENT INSURANCE SYSTEM (EIS)

The contribution are set at 0.4% of the employee's monthly salary. Both employer
and employee contributed 0.2%

MONTHLY SALARY
Received the same monthly salary for every 26th of month.

ALLOWANCES
Fixed allowance such as Teller Allowance, Cost of Living Assistance (COLA) and
Imbuhan Tetap Perumahan

OVER TIME DUTY

Eligible to claim the over time after office hours.

BONUS AND INCREMENT

Eligible for bonus and increment based on Key Performance Indicator (KPI) every
year.

ANNUAL LEAVE
Eligible to get 15 days for a year, public holiday and leave without record with
terms and conditions.

MEDICAL
Eligible for medical claims that covers by panels selected.

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SWOT ANALYSIS

STRENGTHS
S1 : Mandated achievements
S2 : BSN Care

WEAKNESS
W1 : Online banking services
W2 : Customer Service Officer

OPPORTUNITY
O1 : Adapting to Technology
O2 : Opportunities for rural growth

THREAT
T1 : Government Policies
T2 : Pandemic Covid-19

Figure 13 : Discussion of SWOT Analysis

26
SWOT ANALYSIS

STRENGTHS
S1 : Development Financial Institutions (DFI) and
Bantuan Keluarga Malaysia (BKM)
S2 : Enriching lives step of the way

WEAKNESS
W1 : No have applications mobile
W2 : No ambassador at branch

OPPORTUNITY
O1 : Digital Transformation
O2 : Ejen Bank BSN

THREAT
T1 : The Overnight Policy Rate (OPR)
T2 : Social Distancing and Work From Home

Figure 14 : Recommendation of SWOT Analysis

27
 STRENGTHS
1.MANDATED ACHIEVEMENTS

DISCUSSION

Over the past four decades, BSN has steadfastly fulfilled the mandate entrusted by the
government to provide access to comprehensive banking services to Malaysia’s
population. The government has channeled a various of financial assistance to
Malaysians from community to business.

BSN has been entrusted to channel funds in terms of financial assistance under the
Bantuan Keluarga Malaysia (BKM) where is a direct cash assistance by the government
for targeted groups which is B40 households and individuals, single parents, and
senior citizens. The BKM payments will be made four times a year and the payment
date will be informed from time to time.

We look back on Budget 2020, Minister of Finance YB Senator Datuk Seri Utama
Zafrul Tengku Abdul Aziz has been highlights to introduced Bantuan Keluarga
Malaysia (BKM) and the disbursement of the aid through Bank Simpanan Nasional
(BSN).

At BKM Phase 1, 8.6 million recipients from different targeted groups will receives the
funds in stages payment involving an allocation of almost RM2.0 billion.

During on this training, me as myself are witnessed make a payment on this cast
assistance to the recipients over the counter BSN branches'.

28
 STRENGHTS
1.MANDATED ACHIEVEMENTS

RECOMMENDATION

BSN is all about helping Malaysians to achieve a better life. By building lifelong and
meaningful relationships with our customers, we can provide a better financial future
through our extensive network and range of services.

All the mandated given, the government is committed to helping the citizens in
Malaysia who are in needs. There are many of policies and programs has been
introduced to cater for these needs. The aids given to the recipients who are qualified
according to set of criteria that has been announced by the government.

The cost of living is increasing today, and the government is concerned to provide
subsidies to reduce the burden on the people. However, do the people realize that the
government has been subsidizing regulated goods that are a daily necessity? The
implementation of subsidies is expected to reduce the cost of living of the people,
through small financing based on the government's allocation of certain essential
goods.

Likewise, Bantuan Keluarga Malaysia (BKM) which is channelled in cash directly to the
B40 group. The granting of BKM is one of the measures implemented by the
government in an effort to guarantee the welfare and quality of life of the people.

For recipients who have no bank accounts (including Sabah and Sarawak), payment
will start from March 30 through Bank Simpanan Nasional (BSN) branches. BSN will
issue the guiding Standard Operating Procedures (SOP) from time to time. (Ministry of
Finance Malaysia, 2021)

29
 STRENGTHS
2.BSN CARE

DISCUSSION

BSN its Corporate Social Responsibility (CSR) whole referred to as BSN Care that
aimed toward strengthening BSN’s CSR image and enhancing customer positive
perception towards the banking institution’s branding. It is focus on four different of
scopes which Education, Community, Sports, and Health and Safety. Every each
scopes have their own objectives and projects to achieve the targets.

"Enriching Lives Each Step of the Way"

1. Education - Helps community by investing in children's education needs.

2. Community - Creates opportunity to generate sustainable livelihoods and social
impact.
3. Sports - Nurtures talent by instilling the importance of sport among future
generations.
4. Health and Safety - Supports sustainable efforts towards promoting health,
wellbeing and safety.

By doing these offers, BSN Care create the consumer engagement, and consumer
trust, it also builds internal trust, employee relationships, and boosts creativity.

While not everyone is invested in social good or social responsibility, many are part of
their communities and appreciate and respect CSR programs as much as potential
consumers. This will work to create a more positive workplace, build employee trust,
and reduce turnover inside the organization.

30
 STRENGHTS
2.BSN CARE

RECOMMENDATION

The CSR -based programme is necessary because no mater how successful BSN gets,
it must be shared with Malaysians who have been loyal to BSN over the years.

As the Covid-19 pandemic continues to impact societies, it is vital that organisations

maintain their commitment to CSR. If done properly, this not only benefits
communities and charities, but also the organisations themselves.

In researched at 2019, BSN has allocated more than 1 million for CSR activities. There
is some activities were contributed to PPUMCare which the installation of clean water
supply facilities for Orang Asli in Gua Musang, Kelantan. BSN Care also contributed of
seven dialysis machines to Yayasan Islam Darul Ehsan.

Regarding to research at 2021, Minister of Finance YB Senator Datuk Seri Utama

Zafrul Tengku Abdul Aziz had opportunity the Wisma Muafakat BSN Negeri Johor, the
headquarters in Johor to present together in delivered a food basket donations to
recipients around Johor Bahru.

Based on Ministry of Finance Malaysia. (2021), this kind of program is very meaningful
because it is an opportunity to meet the people in Johor Bahru while helping them in
this challenging season.

31
 WEAKNESS
1.ONLINE BANKING SERVICES

DISCUSSION

Online banking lets in us to conduct funds transfer, pay off your loans, pay your credit
card and different payments in a quick and handy way. Instead of going to the bank
and ready in an endless queue, online banking has made banking reachable via some
clicks.

According to Selvanathan, M. (2016) the customer's acceptance towards internet

banking is still widely debatable issue. The reason why BSN customer's feel insecure
about online banking just because of misinformation and lack of security. Most of the
banks customers are concerned about security of personal data and monetary
transactions in the adoption of online banking services.

BSN customers just go on through the website portals which www.mybsn.com.my to

access the online banking. Compare to another banks, they are already have the
internet banking applications just some clicks via an applications. BSN is still do not
have the applications.

In meantime, BSN banking services do some scheduled maintenance activities like

technical issues. This issues will make the BSN customers feels like unhappy in doing
the some of services at BSN. System downtime can be a challenge as not only are
users unable to make payments or conduct transactions but concerns about data and
fund security also start to emerge. Mitham, S. (2021)

32
 WEAKNESS
1.ONLINE BANKING SERVICES

RECOMMENDATION

Based on Ling, C. H. (2015) through online banking, users can manage their
transactions with a single-click via internet connection. This is because more essential
and is broadly accepted around the world. Some people is still prefer to perform the
banking transactions via the counters, instead of using the online banking.

Today, online banking services are known to most of banking sectors. However, the
numbers of user satisfactions towards online banking are still limited. Thus, it is the
main goal of banking sectors to put effort to attract more users to deal with them
through online. It is imperative for banks to understands and focus on behaviors,
needs, and demands for development of online banking.

BSN still making an efforts to improve service quality and provide better facilities in
the future to all the customers. In the past, it is quite difficult for BSN customers to do
instant transfer transactions to other banks account. Such a tough decisions to make
the Interbank Giro which takes three days working time for the process to transfer
money between the banks.

Now, BSN has a services instant transfer on online banking which DuitNow services
that enables customers of participating banks to send and receive funds almost
instantly from one account to another, within the same bank or to other banks using
just their DuitNow ID.

33
 WEAKNESS
2.CUSTOMER SERVICE OFFICER

DISCUSSION

Customer service representatives who paintings in a financial institution may

additionally help customers with figuring out whether or not they want to talk with a
banker or if the representative can entire their banking tasks, offer help in the use the
Automated Teller Machines (ATM) and assist clients choose and fill out banking forms
earlier than drawing near a teller.

In BSN, the customer services officer only at every state of the headquarters. This is
unable to get touch the customers earlier before entering at the counters. Though it is
important, banks still face numerous challenges in serving their customers on a day-
to-day basis.

The bank's environment become chaos if there is no the customer services officer in
front of at the banks. Every BSN branches have a different situations and customers.
Without any assistance from the officers, many obstacles attain for every each part of
tasks to be done yet.

When customers are pleased they become long-term assets of the bank. Building
strong customer relations can tie a customer and a business together. When
customers are satisfied they feel well treated and are willing to treat the business well.
Perfect and smiley customer service definitely improves customer satisfaction. From
the customers perspective service quality significantly influence customer satisfaction
and customer satisfaction has direct influences on purchase intentions.

34
 WEAKNESS
2.CUSTOMER SERVICE OFFICER

RECOMMENDATION

The banking industry is a commoditized space. With anyone supplying almost the
equal services and products with out a good deal room to compete on price, the
experience customers have with their banks is what offers one bank a aggressive
benefit over another.

In my experiences as a Teller for almost six years, the relationship between a bank and
their customer has the biggest impact on customer satisfaction. People want to be
treated as if they matter. They want to form a relationship with their bank, and they
want their bank to make an effort to get to know them instead of just pushing a
product.

Based on Bank Simpanan Nasional. (2020) with the intention to outline our key
commitments to deliver a high service standard of customer service and to provide
quality service and assistance when providing different banking service to customers.

BSN currently in doing to enhanced Customer Service Charter to reflect the current
changes to banking norms and trends. It is recognise that there will always be room
for improvements. It is for information purposes only and is not intended to, and does
not, create any legally binding rights or obligations.

Pillar 1 ; Know Your Customer

Pillar 2 ; Timely and Efficient Service
Pillar 3 ; Transparent and Personable Service
Pillar 4 ; Banking Made Accessible

Figure 15 : 4 Pillars of BSN Customer Service Charter

35
 OPPORTUNITY
1.ADAPTING TO TECHNOLOGY

DISCUSSION

According to Kee, D. M. (2021), adaptation suggests the degree of an alliance among

individuals’ behaviour predicted through the scenario and people displayed by them
to allow the ones to gain preferred goals. Hence, withinside the organisation, thru
model technique personnel normally extrade or alter their behaviours appropriate to
specific working conditions for diverse work purposes.

Based on Malcolm Cook, M. S. (2018), the system of variation always engages the
technology of the selected media and related thoughts of medium specificity. In
adapting works among media, producers ought to negotiate among constancy to the
supply and perceived specificities of the selected technological medium.

With the creation of latest technologies, the banking industry has modified noticeably
over the years. Now, the banking approaches are a lot quicker and dependable which
has caused progressed customer relationship with banks.

The advantages in adapting to technology for banking industry is can increased the
number of clients or customers. Confronted with the lack of self belief through
traditional banking and the boom in the use of in advances technology like online
banking or banking applications via way of means of consumers, financial institutions
have these days increased the number of customers. It is clear that banks will have to
change the way they conduct their business in order to avoid losing customers.

36
 OPPORTUNITY
1.ADAPTING TO TECHNOLOGY

RECOMMENDATION

With the advent of new technologies, banks have realized an important fact: Today,
digital is not just about technology. It is also important to increase the role of human
factors, mindset and work improvement. Through this combined human and digital
approach, banks will be able to adapt to new technologies.

The government through Ministry of Finance (MOF) is working together with BSN and
Malaysia Digital Economy Corporation (MDEC) in managing the grant to eligible Small
& Medium Enterprises (SMEs) to adopt digitalisation in daily operations.

Based on Bernama. (2020, August 28) BSN has expanded the digital matching grant
scheme with the addition of two new digitalisation fields, namely e-commerce and
remote working, bringing the total number of digital services to seven fields. Due to
Covid-19, it is to encouraged SMEs to help them facilitate their cash flow and
continue their business by applied the grant. Since it launched, more than 1,000
applications from SMEs have been approved. The schemes provides a 50 per cent
matching grant with a total of up to RM5,000 per company to subscribe to
digitalisation services.

Digital transformation is not a new phenomenon, but it needs to happen faster. We

believe it is critical for financial institutions to leverage digital transformation to foster
customer engagement, focus on efficiency and help them achieve their innovation
goals. It's more important than ever for small business customers to invest and be
supported throughout their journey, both remotely and digitally.

37
 OPPORTUNITY
2.OPPORTUNITIES FOR RURAL GROWTH

DISCUSSION

According to Wubayehu, T. Z. (2020) said there is no generally accepted definition of

rural areas and rural development. In this sense, it is widely recognized in the
literature that rural development is a contested concept in practice, policy and theory.
There is no generally accepted definition of the term “rural areas”. The concept of
rural areas varies from country to country and the definition may also vary within a
country from time to time. This is because different countries use different criteria to
distinguish rural from urban areas.

Traditionally, rural communities have relied heavily on smaller banks for all their
banking needs. The function is to provide banking facilities and services for rural
economic activities and is not limited to an institution such as a commercial bank,
credit union or regional rural bank. The banks play an important role in a country's
economic development.

Therefore, the development of an inclusive financial system that provides equal

opportunities for all to access financial services at affordable costs is a prerequisite
for accelerating economic growth along with reducing income inequality and poverty.

38
 OPPORTUNITY
2.OPPORTUNITIES FOR RURAL GROWTH

RECOMMENDATION

By Kumar, M. R. (2018), low-income rural residents often do not have access to a

bank account and time for multiple visits to obtain banking services, attempts are
made to open a savings bank account or obtain a loan, these families have a harder
time saving and planning for the future financially. Indeed, access to affordable
finance enables poor and vulnerable groups to engage in economic activities and seize
growth opportunities for economic empowerment.

Wherever you are in Malaysia, BSN’s Ejen Bank Berdaftar (EB) is there to serve you in
the absence of a BSN branch office.

According to Zarina Kassim, S.S. (2021) EB BSN consists of small and Small & Medium
Enterprises (SMEs) such as supermarkets, post offices and registered petrol stations.
The implementation of EB BSN service aims to increase the community's access to
easy access to banking products and services without going to the bank. In addition,
the platform has also provided underserved rural communities with a better banking
experience, particularly during the pandemic.

Based on (Bank Simpanan Nasional, 2020) BSN's critical role was demonstrated by its
position as the premier financial institution, providing extensive banking access to
some of the country's most rural areas. Our success on this front has been driven by
our Banco de Ejen BSN (EB BSN). We currently have a total of 3,428 EB BSNs
operational nationwide, covering 95.7% of the 886 Mukims in Malaysia. Our EB BSNs
met on April 21st.81 million transactions valued at RM1.58 billion in 2020.

39
 THREAT
1.GOVERNMENT POLICIES

DISCUSSION

A government policy is a rule or principle that hopefully better guides decisions and
leads to positive outcomes that improve the community or unit. Government policy
contains the reasons why things should be done a certain way and why. This leads to
the development of procedures and protocols to ensure policies are properly
implemented.

Refer to Adilla, F. (2021) forgoing accrued interest payments on loans during the
current six-month moratorium will have a significant impact on banks and the
country's long-term recovery from Covid-19. However, to mitigate the economic
impact of the ongoing the crisis, most banks have announced that they will not charge
compound interest during the moratorium and have decided to waive it for the benefit
of their customers.

The banks have been extremely prudent in their risk management through various
scenario building exercises and have regularly stress tested their balance sheets to
help them understand the risks associated with default. Besides, banks have built
strong buffers with almost all banks having a loan loss coverage of over 100%,
suggesting less need to increase overlay provisions.

40
 THREAT
1.GOVERNMENT POLICIES

RECOMMENDATION

In order to ensure the survival, based on Bank Negara Malaysia (2022, July 06) Bank
Negara Malaysia's Monetary Policy Committee (MPC) decided to raise the Overnight
Policy Rate (OPR) by 25 basis points to 2.25 percent. The OPR broker's maximum and
minimum rates are increased accordingly to 2.50 percent and 2.00 percent. It is likely
to give a positive impact on bank earnings.

The banking sector's profitability increases with interest rate hikes. Institutions in the
banking sector, such as retail banks, commercial banks, investment banks, insurance
companies, and brokerages have massive cash holdings due to customer balances and
business activities.

Hence, any future adjustments to the monetary policy framework will be made in a
measured and gradual manner to ensure that monetary policy remains
accommodative to support sustained economic growth in an environment of price
stability.

41
 THREATS
2. PANDEMIC COVID-19

DISCUSSION

By Nur Izzatie Mohd Shah, W.-Y. W. (2021), an economies and businesses were hit
hard by the sudden disruption, and most people were unprepared to deal with the
fallout and aftermath of the pandemic.

Generally, the performance of local banking industry in 2020 has been bad due to
weaker economic outlook which contributes to lower net interest income, and
substantially higher allowance for non-performing loan (NPL). This is because almost
all banks in Malaysia also recorded and reported poor business performance, which
negatively impacted the stock market.

The banking sector is expected to experience constraints in terms of revenue and

credit growth due to the local and global economic downturn caused by the Covid-19
pandemic. Transactions that have declined include ATMs and the use of card
payments, which are negatively impacting banks' profits. Since the introduction of the
moratorium, the number of transactions carried out has decreased.

42
 THREATS
2. THE RISES OF COVID-19

RECOMMENDATION

It is difficult to see beyond the immediate threat and ongoing impact of the Covid-19
pandemic. However, banks must continue to play an important role in shaping the
recovery and helping their customers rebuild their financial security and the health of
their businesses. This requires banks to refocus on truly understanding their
customers' needs, while at the same time adapting their operating models to ensure
the best efficiency and resilience measures and help them weather the recovery.

According to Tang, A. (2020, March 16), Prime Minister Tan Sri Muhyiddin Yassin has
said the entire country will be under a Movement Control Order (MCO )from March
18-31 to deal with the surge in Covid-19 cases. During the MCO, banks must ensure
social distancing measures and other Standard Operating Procedures (SOPs), forcing
bank branches to close temporarily or most branches operate with limited counter
services and reduced business hours.

However, major banks and financial institutions say they will continue to work from
home for the foreseeable future despite the easing of the lockdown due to the serious
challenges they face, including protecting the health of employees.

Hence, Bank Simpanan Nasional. (2020) the impact of the pandemic has amplified the
important role BSN plays as a Developmental Financial Institution (DFI) in filling
funding gaps and supporting unbanked communities in our country. Our commitment
to our mandate is embedded in every aspect of our business, and throughout the year
we continually innovate to find new ways to achieve better results. As we continue to
evolve amid ongoing economic uncertainty, BSN is committed to accelerating its
strategic transformation plans to ensure we continue to effectively support our
stakeholders during these challenging and unprecedented times.

43
 CONCLUSION
After undergoing six months of industrial training at Bank Simpanan Nasional
(BSN), there are a lot of new knowledge that can be learned and I get to
understand altogether on how this firms plays an important role in industry
field, especially in Banking Sector. Exposure that has been given to me by BSN
staff about the working and technical aspect is a very meaningful knowledge to
me in order to prepare myself get better in this workspace.

I hope with the implication of the Industrial Training, there will be no more
anomalous feelings when the part-time students like me working together
under the same umbrella with my other colleagues. BSN staff are very helpful
and friendly. They give some cooperation while me doing to complete my tasks
during training period. Other than that, the exposure working at the
headquarters state, it is likely different while me working at the branches.
Exposure that was given to me at this firm can provide a lot of rarely event or
programme in the branches where I can meet up the Top Management, and for
surely get a rare transactions over the counter.

In a nutshell, the participations of students even full-time or part-time

involvement in industrial training like this can prove and further strengthen
student’s identity in undergoing training in technical field. By doing this, I
really hope it can measure the chances of securing a promotion at work in
coming years soon.

44
 REFERENCES
(n.d.). Retrieved from Bank Simpanan Nasional: www.bsn.com.my

Adilla, F. (2021, August 13). New Straits Times. Retrieved from Waiving interest on
loans during moratorium will impact banks, says BNM governor:
https://www.nst.com.my/

Bank Negara Malaysia. (2022, July 06). Monetary Policy Statement. Retrieved from
https://www.bnm.gov.my/

Bank Simpanan Nasional. (2020). Annual Report 2020. Malaysia.

Bernama. (2020, August 28). The Malaysian Reserve. Retrieved from BSN expands
digital matching grant to e-commerce, remote working:
https://themalaysianreserve.com/

Kee, D. M. (2021). Technology adapation is on its way: the role of high involvement
work practice, 37.

Kumar, M. R. (2018). Study on Role of Banking Institutions in Rural Development - An

Evaluation, 52.

Ling, C. H. (2015). School of Business Innovation and Technopreneurship, Universiti

Malaysia Perlis. User Satisfaction Towards Online Banking in Malaysia, 15.

Malcolm Cook, M. S. (2018). Adaption as a function of tehcnology and its role in the
definition of medium specificity. In The Routledge Companion to Adaption (p. 11).

Ministry of Finance Malaysia. (2021, October 30). Budget 2022 Highlights. Retrieved
from Press Citations: https://www.mof.gov.my/portal/en

Mitham, S. (2021, October 29). 5 Issues and Challenges in the Online Banking Sector .
Retrieved from Digital Marketing FinTech Trends: https://blog.inboundfintech.com

45
 REFERENCES
Nur Izzatie Mohd Sah, W.-Y. W. (2021). The Impact of MCO on the Stock
Market and Moratorium on Banking Sector's Performance in Malaysia, The Case
of Covid-19, 13-25.

Selvanathan, M. (2016). International Journal of Human Resource Studies.

Internet Banking Challenges among Customers in Selangor, Malaysia.

Tang, A. (2020, March 16). The Star. Retrieved from Malaysia announces
movement control order after spike in Covid-19 cases:
https://www.thestar.com.my/

Wubayehu, T. Z. (2020). Conceptualizing Rural Development in the Twenty-

First Century, 18.

Zarina Kassim, S. S. (2021). Keberkesanan Kewangan Inklusif Menerusi Ejen

Perbankan, 33.

46
 APPENDICES

Appendix 1 : The recipients of cash assistance, Bantuan Keluarga Malaysia (BKM )

queuing at BSN branched by followed SOP's guidelines due to Covid-19 arises

Appendix 2 : Notice announcement by Prime

Minister, BKM Phase 2 are now can claim in
cash at BSN branches nationwide

Appendix 3 : A screenshot of Official

Facebook BSN Malaysia

48
APPENDICES

Appendix 4 : DuitNow

Appendix 5 : BSN Care - Food Basket for Those in Need at Wisma Muafakat BSN Johor

49
 APPENDICES
My participations and achievements

Appendix 6 : Certificate 1 Appendix 7 : Certificate 2 Appendix 8 : Certificate 3

Appendix 9 : Certificate 4 Appendix 10 : Certificate 5 Appendix 11 : Certificate 6

50