Table of Contents

Introduction.................................................................................................................................................1
Overview to the Organization......................................................................................................................2
Description on the Training Experience......................................................................................................3
Overview of the Internship......................................................................................................................3
Divisions and Departments......................................................................................................................4
Responsibilities.......................................................................................................................................5
Requirement Gathering and Analysis..................................................................................................5
Stakeholder Management and Communication...................................................................................5
Documentation of the Requirement.....................................................................................................6
Continuous Improvement and Innovation..........................................................................................10
Personal Development...........................................................................................................................11
Challenges.............................................................................................................................................13
Conclusion.................................................................................................................................................13

Introduction
This report details my experience working at Commercial Bank PLC in Sri Lanka as a trainee
business analyst. The pathway to this opportunity was revealed through recruitment procedures
managed by CBC Tech Solutions, which is a subsidiary of Commercial Bank. During this
internship, I was assigned to the Information Technology Research and Development (IT R&D)
department, where innovation and technological developments of the bank are emphasized.

This report presents a detailed interpretation, outlining various aspects of my position as a

Business Analyst and the significant contributions made during my tenure. Additionally, it draws
attention to the way Commercial Bank is changing and emphasizes how crucial the IT R&D
department is to driving technological innovation.

Commercial Bank PLC is a well-recognized entity in Sri Lanka's financial landscape and holds a
significant position as a cornerstone of the nation's banking sector. With a rich history and a
steadfast commitment to excellence, the bank is a leading provider of a wide range of financial
products and services to its diverse customers.
At the heart of Commercial Bank's mission is the aspiration to be a preeminent provider of
financial solutions, catalyzing economic growth and prosperity for both its customers and the
nation. As a formidable presence in the industry, the bank's dedication to innovation and
customer-centric values has propelled it to the forefront of the financial domain.

This report aims to provide an in-depth analysis of my internship at Commercial Bank PLC,
highlighting the unique experiences, duties, and personal growth I had while working at the
dynamic interface of technology and finance.

Overview to the Organization

This report chronicles my transformative internship experience as a Trainee Business Analyst.
Examining the dynamic environment that this journey took place in, Commercial Bank PLC and
its subsidiary, CBC Tech Solutions is important to understanding it completely. As I was
recruited by the CBC tech solutions while my primary placement resided within the Information
Technology Research and Development (IT R&D) department of Commercial Bank, examining
both entities is crucial to capturing the essence of my growth and contributions.

Commercial Bank PLC:

Commercial Bank PLC is a well-known organization in Sri Lanka's financial setting, having
been founded in 1969. Throughout its rich history, the bank has cultivated a reputation for
stability and excellence, offering a diverse range of financial products and services to a broad
customer base. As demonstrated by its objective to be a leading provider of financial solutions
and a driver of economic growth for both customers and the nation, Commercial Bank is
fundamentally committed to promoting trust and financial empowerment. Due to its commitment
to innovation and customer-centric values, the bank has been able to advance to the forefront of
the financial sector thanks to its mission.

CBC Tech Solutions

CBC Tech Solutions emerges as a strategic arm of Commercial Bank, embodying the spirit of
disruptive innovation. It is a fully owned subsidiary company of Commercial Bank of Ceylon
PLC and it intend to provide information and communication technology related products,
services and solutions to corporate sector and champion the information technology operations of
Commercial Bank. It was created to bridge the gap between innovative technology and practical
implementation, and it acts as a driving force behind the bank's ongoing development. Beyond
the boundaries of a conventional subsidiary, CBC Tech Solutions serves as a dynamic center
where innovative concepts are meticulously converted into practical solutions.

Though I was recruited by CBC Tech solutions Ltd, I worked in the IT R&D department of
Commercial bank and I was associated for the projects which were developed by the IT R&D
department.

Description on the Training Experience

Overview of the Internship
My internship at Commercial Bank PLC, facilitated by CBC Tech Solutions, commenced on
2023/10/09. The duration of the internship spanned for 6 months, during which I had the
opportunity to immerse myself in the vibrant environment of the Information Technology
Research and Development (IT R&D) department at Commercial Bank.

Throughout this immersive experience, I had the privilege of actively participating in various
projects and initiatives aimed at driving technological advancement within the banking sector.
From collaborating with seasoned professionals to engaging in hands-on tasks, every day
presented new challenges and opportunities for learning.

One of the most enriching aspects of my internship was the exposure to the intricate workings of
a leading financial institution like Commercial Bank. By closely observing and participating in
the day-to-day operations of the IT R&D department, I gained valuable insights into the
intersection of technology and finance, witnessing firsthand how innovative solutions are
developed and implemented to meet the evolving needs of the industry.

Moreover, the supportive and collaborative environment fostered by both Commercial Bank PLC
and CBC Tech Solutions provided me with a conducive space for personal and professional
growth. Through mentorship, feedback sessions, and constructive dialogue, I was able to refine
my analyzing skills, enhance my problem-solving abilities, and cultivate a deeper understanding
of business analysis within the context of banking.
Overall, my internship experience was a transformative journey that not only deepened my
understanding of the financial sector but also equipped me with the practical skills and
knowledge necessary to thrive in a dynamic and fast-paced industry.

Divisions and Departments

The IT department of the commercial bank handles all the technical necessities of the bank.
There are several divisions that are operating within the commercial bank and all the technology
related requirements of those divisions are handled by the IT R&D department.

During my internship at Commercial Bank PLC, I had the opportunity to gain exposure to
various divisions and departments within the organization, each playing a vital role in the bank's
overall operations and strategic objectives. Initially I was not assigned to a specific division and I
had to work on small projects (Change Requests) of different departments. The divisions I
worked are:

 Corporate Banking

As of right now, I work mostly in the Corporate Banking Department, actively participating in
projects that serve the banking needs of corporate clients. Corporate Banking division focuses on
the departments that are related to the corporate sector. This division plays a crucial role in
completing projects related to corporate entities including imports, exports, trade finance, and
investment banking.

 Personal banking

In the initial phase of my internship, I had the privilege of contributing to several projects within
the Personal Banking Division. This division focuses on delivering a wide range of retail
banking products and services tailored to meet the diverse needs of individual customers. My
involvement in this division allowed me to gain insights into customer-centric banking solutions.

 Treasury Software Development

Another area of my internship involved collaborating with the Treasury Software Development
team. This division is responsible for designing and implementing software solutions to support
the bank's treasury operations
  Process Automation BAW

As part of my internship experience, I also had the opportunity to contribute to projects within
the Process Automation Business Analysis Workflow (BAW) department. This division focuses
on streamlining and optimizing operational processes across various business units within the
bank through the implementation of automation solutions.

Responsibilities
As a Business Analyst at Commercial Bank PLC, my role encompassed a wide range of
responsibilities aimed at facilitating the alignment between business objectives and technology
solutions.

Requirement Gathering and Analysis

One of the main tasks of a Business Analyst at Commercial Bank PLC involves gathering
requirements from various stakeholders to understand their needs and objectives. Here, the
stakeholders were basically the business users from different divisions in Commercial Bank.
This process typically consist of conducting meetings and interviews with business users from
different departments. During these meetings, my responsibility as a business analyst was listen
to the concerns and requirements of the business user and understand them so that I can
document the requirement precisely to proceed the development processes. It is important to get
the precise understanding of the requirement in order to successfully complete the development.

As a business analyst, I had to make sure that all the details and clarifications that are required to
complete the project are taken from the user. Once the requirements of the business unit are
gathered, I have to analyze the requirement. This analysis involves examining the gathered
information to identify potential areas for improvement and the technical feasibility of
conducting the project according the business requirement. When analyzing the technical
feasibility of the project the support of a technical person will be taken.

Stakeholder Management and Communication

In addition to requirement gathering and analysis, effective stakeholder management and
communication are important aspect of the business analyst role at commercial bank. There is a
unique domain which is specific to the commercial bank and in order to understand those
concepts and terms it was important to for me to maintain a proper communication with the
stakeholders. I was responsible for maintaining clear and effective communication with the
business users in order to ensure that their requirements are accurately understood and addressed.
When communicating with the business users of the commercial bank it was important for me to
understand the domain of that business unit or business procedure. Also, I had to clearly explain
the business users, how their requirement will be catered with the support of technical persons.

Stakeholder management involves identifying and engaging with all parties who are related to
the specific project, including the business users of each division, project managers, and
technical teams. As a business analyst, I was responsible to maintain clear and positive
communication line with the business users and other stakeholders in order to precisely
understand the requirement. This communication process takes various forms including
meetings, emails, and other relevant documentations.

Documentation of the Requirement

Requirement documentation is a critical aspect of the Business Analyst role at Commercial Bank
PLC, as it ensures that the project requirements, decisions, and outcomes are effectively recorded
and communicated.

Here, in Commercial bank they use agile methodology when conducting projects. In order to
seamlessly continue the project and keep all the related parties engaged and updated they use
‘Jira’ which is a project management tool. With Jira it is much easier to track the projects and get
them completed. In Jira there is a predefined flow that a project must go through in Commercial
bank PLC. And the business analyst has an important role within that cycle.

According to the project cycle, once the business users identified their requirement they must
raise it as a ‘Change requirement’ or a ‘Business Requirement’ depending on the type of the
requirement. Then the business users must get the business unit approval. Then the BA must get
the requirement and do the analysis and documentation. Once the BA process is completed the
requirement must be signed off by the business user and then only the developers can start the
process. Then the project move to quality assurance, user acceptance testing, audit and finally
live. So, in this cycle of the project, the business analyst plays a crucial role because the success
of the project depends based on his/ her requirement analysis and documentation. Throughout the
project lifecycle, business analyst have to create various documents to capture and document the
important information.
  Requirement Documentation

Requirement documentation is an essential phase in the project life cycle as it meticulously

capture the domain of the project’s functional and non-functional requirements. Documentation
clarifies the complexities of the features, functionalities and limitations of the project and it helps
to direct the project.

The requirement documents are more than just technical requirements, they represent the
project’s goals and expectations as a whole and bring several viewpoints together. The precise
requirement documentation must be maintained to ensure cohesiveness of the projects
throughout its life cycle. When doing the requirement documentation process I used various
techniques to make the requirement more understandable and clear.

o Flow Charts:

I used flow charts and process mapping techniques frequently in order to document the
requirement and the processes in a more understandable manner. Flow charts can be easily
grasped for any person whether he/ she is technical or non-technical. Therefore, I used flow
charts when documenting the requirements wherever necessary. To map the processes I often use
tools like Miro, Draw.io and Figma.

When mapping the processes of the systems it is important for me to precisely understand the
processes. Once the processes are understood, I map them using a tool that I have mentioned
above. Furthermore, the internal process of the bank follow some unique procedures and it is
more convenient for all the involved parties to understand the flow charts rather than process
descriptions.

I utilized different types of flow charts such as process flow diagrams, dataflow diagrams, swim
lane diagrams and decision trees.
 Figure 1: Sample Flow Chart of a User Creation Process

o Wireframes

When documenting the requirements of the business users, another responsibility of mine is to
create wireframes where necessary. There are some requirements where the users want to change
an existing system functionality or to develop a brand new system for their requirement. For
those instances I have to draw wireframes including the functionalities and area that the user
requested.

To create wireframes, I used tools like Miro and Justinmind. The wireframes were important to
make sure that all the functionalities that facilitates the user requirement are identified so that the
project can be conducted seamlessly. Also, it is easier for the developers to continue the process
easily as there won’t be any changes from time to time when the precise wireframes are created.
 Figure 2: Sample Wireframe

o Requirement Documents

In the process of requirement documentation, I was responsible to create different types of

requirement documents as the business analyst. The type of document differs based on the
requirement.

1. Business Requirement Document

The business requirement documents are created when the business users have a requirement that
they need to improve their process or make the existing processes more effective. Those
requirements need extensive developments efforts. The business requirement document
highlights the high-level business objectives, goals, and scope of the project. Also, it outlines the
business processes, workflows, and functionalities required to address the required
functionalities of the business.

As a business analyst, I should create the business requirement document outlining the above
mentioned points. Moreover, this document must specify the functional requirements of the
required development and the non-functional requirements. The business requirement documents
must clearly and precisely state all the related details of the requirement, so that the project can
be conducted seamlessly.

2. Functional Requirement Documents

For some projects which has more functionalities, we must create a separate functional
requirement document including the specific functionalities and features of the proposed
solution. This document must highlight the how the proposed system must behave in response to
user inputs and outline all the functional specifications required for the system development.

When creating the functional requirement document, it is a business analyst’s responsibility to

ensure all the required functionalities are captured from the user side. Also, the required
functionalities must be technically feasible to develop. Therefore, when developing the
functional requirement document, it is crucial to maintain a clear communication with both
business users and the technical team.

3. User Case Document

Another task that I have to do as a business analyst is to construct user cases describing the
specific interactions between users and the system outlining the steps involved in achieving
particular goals or tasks. The user cases provide a detailed narrative of user interactions and
system responses, facilitating a deeper understanding of the behavior of the system.

Most often, user cases are created for the extensive system developments because the user must
clearly understand what each function in the system are capable and how they can use the
proposed system to achieve their objectives.

4. User Stories

User stories capture the user requirements and functionalities from the perspective of end-users.
Most of the time the business users come up with change requirements. For that the business
analyst often user stories, to specify what the end user needs so that the developer can develop
according to the specified acceptance criteria. During the internship period I got to create more
user stories than the Business requirement documents and functional requirement documents as
many of the business requirements are change requirements.

Continuous Improvement and Innovation

In addition to the analysis and documentation process, the business analysts of commercial bank
PLC must identify the opportunities for enhancing processes, automate tasks, and come up with
innovative solutions to drive efficiency and productivity. During my internship at commercial
bank PLC, I was involved as a trainee business analyst in identifying opportunities for process
optimization, automation, and innovation in order to enhance efficiency and productivity within
the organization.

1. Identifying opportunities for process optimization and automation.

As a business analyst I was responsible to examine the existing processes and workflows within
various departments of the bank and identify the potential areas of improvement during the
requirement analysis process. By conducting comprehensive analyses and gathering feedback
from stakeholders, I was able to pinpoint opportunities where automation or streamlining of
processes could lead to enhanced efficiency. Leveraging tools such as process mapping and data
analysis, I collaborated with cross-functional teams to propose solutions aimed at optimizing
workflows and reducing manual intervention.

2. Participating in brainstorming sessions

When conducting a project, the business analysts have to conduct sessions including all the
stakeholders related to the specific project. During these sessions the business users give their
requirement and then the business analysts and the technical parties come up with a solution that
can fulfill the requirement provided. These sessions often conducted as brain storming sessions
where all the parties involved in the project discuss and come up with a solution. Engaging in
sessions, provided me with a platform to generate new ideas and solutions in collaboration with
colleagues from diverse backgrounds. These sessions fostered creativity and encouraged out-of-
the-box thinking, allowing us to explore innovative approaches to address emerging challenges
or capitalize on untapped opportunities.

3. Collaborating with the cross functional teams to test and implement innovative ideas

Collaboration with cross-functional teams was essential in testing, and implementing innovative
initiatives aimed at delivering tangible value to the organization. As a business analyst, I got to
work closely with colleagues from IT, operations, and business units to ensure successful
implementation of innovative solutions.

Personal Development
The internship I did at Commercial bank OLC, helped me to experience a significant personal
development and growth, both personally and professionally. The immersive nature of the
internship provided me with numerous opportunities to enhance my skills, broaden my
knowledge, and develop valuable attributes that are essential for success in the field of business
analysis.

1. Skill Enhancement

During my internship, I had the chance to refine and enhance various skills which are essential
for a business analyst. These included analytical skills, problem-solving abilities, communication
skills, and project management skills. Furthermore, active participation in meetings, interviews,
and brainstorming sessions improved my communication skills, enabling me to effectively
convey ideas, gather requirements, and collaborate with stakeholders from diverse backgrounds.

2. Adaptability and Flexibility

The dynamic environment of Commercial Bank PLC challenged me to adapt quickly to changing
circumstances and priorities. As projects evolved and requirements shifted, I learned to remain
flexible and agile in my approach, adjusting strategies and priorities accordingly to ensure
successful project outcomes. Moreover, exposure to various divisions and departments within the
organization provided me with a broader understanding of different business functions and
processes, fostering adaptability and versatility in my role as a business analyst.

3. Self-Reflection and continuous learning

Engaging in the internship provided me with opportunities for self-reflection and continuous
learning. Through feedback, constructive criticism, and self-assessment, I identified areas for
improvement and actively worked towards addressing them. Moreover, the supportive
environment cultivated by mentors and colleagues encouraged a culture of continuous learning,
where I was motivated to explore new technologies, methodologies, and best practices in the
field of business analysis.

4. Professional Growth

My internship experience at Commercial Bank PLC significantly contributed to my professional

growth and preparedness for a career in business analysis. The hands-on experience gained
during the internship equipped me with practical knowledge and skills that are invaluable in the
workplace. Furthermore, exposure to real-world projects and interactions with industry
professionals provided me with insights into the nuances of the banking sector and the role of
technology in driving innovation and efficiency.

Challenges
During my internship at Commercial Bank PLC, I had many opportunities for growth and enrichment, but
I also had some challenges that put my determination and resiliency to the test. My lack of domain
knowledge about the operations and systems of the bank was one of my significant challenges. It was
essential for a trainee business analyst to have a thorough understanding of the complex operations of
the bank's proprietary software, special systems, and procedures.

1. Lack of Domain Knowledge

The Commercial bank utilizes a corebanking system called AS400 and most of the internal developments
that I participated were related to that system. Therefore I found it difficult when navigating through
these systems. It hindered my ability to fully comprehend and analyze business requirements effectively.
Without a thorough understanding of the bank's technology infrastructure and operational workflows, I
found myself at a disadvantage when gathering requirements, conducting analysis, and proposing
solutions.

2. Limited Exposure to Bank Operations

Additionally, it was difficult to comprehend the intricacies of banking practices and procedures due to
limited exposure to a financial institution's daily operations. While I had theoretical knowledge of
business analysis principles and methodologies, applying these concepts within the context of
Commercial Bank's operations required a deeper understanding of the banking domain. Lack of hands-
on experience in banking operations made it challenging to anticipate the intricacies and nuances of
stakeholder requirements accurately.

Conclusion