internship report natasha nazira
Embed Size (px)
NUR NATASHA NAZIRA BINTI ZULKIFLI
DEPARTMENT OF POLITICAL SCIENCE IIUM
CITIBANK BERHAD MALAYSIA
6TH JUNE- 26TH AUGUST 2016
Table of contents1. Acknowledgement ……………………3
3. Organization: Citibank Berhad………..7
4. Department: In Business Control ….....10
5. Tasks assigned…………………...........11
6. Experiences acquired…..……………..13
7. Project assigned…………………….....15
8. SWOT analysis…...…………………...17
9. Suggestion for Department Of Political Science KIRKHS, IIUM……………...…...19
10. Suggestion from the host company.....20
Alhamdulillah, praise to Allah S.W.T, our creator. I am so blessed that I have
managed to put an end to my internship session successfully with Allah’s blessings I would
like to thank Him for giving me good health and ability to go through my internship
peacefully and well.
Thank you to my supervisor from department of political science, Tunku Mohar for
helping me and the rest of my course mates during our internship session with abundance of
information and helpful feedbacks to ease our journey during the internship. Many thanks
also to the Department Of Political Science KIRKHS, IIUM for giving us, the students
majoring in political science, such a huge opportunity to be able to choose to go for
Next, I would like to thank my host company supervisor, Foo Cai Hong, the In-Business
Control Manager, for giving me an opportunity to undergo my internship in Citibank Berhad.
I would like to thank all the staffs in In-Business Control Department in Citibank Berhad for
the hospitality that they have given me which make me feel such a comfort during my intern
as well as feeling belonged there.
I would like to thank my parents who always support me with the decision I took in doing
my intern. Thank you so much to my husband and family in-laws whom had been my
backbones during my intern period by sending and fetching me to the office as well as
providing all my needs without hesitation while being in Citibank.
IntroductionThe internship is an integral platform for anyone to gain experience in an actual
workplace. Thus, PSCI 4100: Internship is a good opportunity for students to learn, to gain
experience and also to make preparation. Men learn through experience, and a real life is full
of different kinds of experiences. We will encounter many difficulties and obstacles, and with
experiences we are expected to be able to encourage and complete the cleansing process.
Experience in my eyes is a very valuable thing in life because we need to be brave in taking
risks. It is also not something that we simply create, but we need to undergo through it. By
doing my internship in an actual workplace, it helps me to know and discover myself from
different angle. It also helps me to control and develop my attitude and behaviour in dealing
with different kinds of people and situation.
I have decided to take the internship course to grab the golden opportunities to apply
theories and knowledge that I have in real working life setting. Through learning in
university, I learned about theories but by doing internship, I learned the practicality
approach on dealing with a real world. Even though it was not that much, it still has profound
results in some aspects of my life. In some ways, through the internship, I also have learned
that I am still lacking as an individual and employee. Internship helps me to identify my
weaknesses and also my strengths. Immanuel Kant once said, “Experience without theory is
blind, but theory without experience is mere intellectual play.” The other reason why I choose
to take the internship course is as a preparation for more challenging work environment and
situation. Our life in school and university is incomparable with working life. A working life
is very challenging as it requires great effort, commitment, and abilities; those are something
that I need to be prepared and trained to.
Apart from that, I really want to gain professional knowledge and skills by taking the
internship course. At the same time, I also want to improve my communication skills and
ability to interact with people. I realize that by being part of working society, I will need to
meet different people around the office and I will have to communicate with them to settle
their needs. Undergoing internship also helps to make me learn on how to work in a
systematic organization. It helps me to learn how to be independent in accomplishing my
tasks. Besides, all knowledge that I have learnt through my learning in classroom can be
implemented through internship. Not only that, by doing internship, I am able to undergo
challenges which is normal in working life setting.
During my 3 months of internship, I want to actively contribute to the company’s
objectives by applying the knowledge I obtained during my education environment for
example differentiate between public sector administration and private sector management. I
could see how the private sector like Citibank managed their organization structure as
compared to the public sector. At the same time, I want to uphold the vision and mission of
my host company in achieving its objective of establishment.
I go through my internship course for the duration of approximately 12 weeks
excluding holidays. I chose Citibank Berhad as my host company for me to complete my
internship. I have several reasons onto choosing this place to do my internship. First of all,
my house is nearby to the Menara Citibank Jalan Ampang. Thus, it would be much easier for
me to go to work by using the LRT. Secondly, I wanted to have a full of excitement and
experiences period of internship. I had never gone to a banking institution in my whole
lifetime until I start doing my internship there. The environment was so much different and
new to me. Perhaps, all the experiences while having internship in Citibank Berhad will be
beneficial in future.
About The Organization
I did my internship at Citibank Berhad Malaysia, Jalan Ampang and I have gained a
lot of knowledge and experiences. Citibank Berhad is a licensed commercial bank operating
in Malaysia with its headquarters in Jalan Ampang, Kuala Lumpur. Citibank Berhad operates
as a subsidiary of Citigroup Holding (Singapore) Private Limited. Commencing its banking
operations in Malaysia in 1959, Citibank Berhad was locally incorporated in 1994. Today,
Citibank Berhad has 11 branches spread across Kuala Lumpur, Selangor, Penang, Kuantan,
Malacca and Johor. It also provides its customers access to cash and a range of banking
services through 11,000 MEPS (Malaysian Electronic Payment System) ATMs covering
2,000 locations nationwide.
Citibank Berhad (Citi) is a universal bank offering a wide range of banking and
financial services including retail banking, institutional banking, and investment products and
services. It also provides offshore financial services out of its office in Labuan, Malaysia. Citi
is the only foreign bank to be rated AAA by the Rating Agency Malaysia for 15 consecutive
years. Citi's Malaysian operations are organized into the following business groupings:
▪ Institutional Clients Group
▪ Consumer Banking
▪ Wealth Management
Citi is a market leader in credit cards holding the largest market share in sales volume
(usage) and receivables, and a dominant share in wealth management. In addition, Citi is the
top foreign bank for Corporate FX, cross border Cash Management, e-Payments and
institutional investor transactions. Citi is also the number one custodian bank for foreign
broker inflows. Citibank has established strategic centres of excellence providing centralized
operations in Kuala Lumpur, Penang and Johor Bahru through Citigroup Transactions
Services (M) Sdn Bhd (CTSM, formerly known as Citigroup Trade Services Malaysia) which
was incorporated in November 1994. Through CTSM, Citi became the first bank in Asia to
select Malaysia as the location for financial BPO (Business Process Outsourcing) services
leveraging upon the availability of a large, skilled, multi-lingual workforce in Malaysia.
To add an interesting point about Citibank Berhad, Kuala Lumpur centre also handles
activities across operations and technology including Anti Money Laundering transaction
monitoring to identify and prevent possible money laundering activities; Securities & Funds
Services, the Fraud and Authorization Centre of Excellence and Global System Entitlement
Administration. Malaysia is also the centre for Citi's regional trade processing and serves
over 25 countries from the region and from as far afield as South Africa, Finland and the
Citibank’s statutory powers and functions are designed to achieve the above objective
and include the following core functions as well as vision and mission. Citi’s core activities
are safeguarding assets, lending money, making payments and accessing the capital markets
on behalf of the clients. Citi protects people's savings and help them make the purchases –
from everyday transactions to buying a home – that improve the quality of their lives. The
alternative function of Citi is to advise people on how to invest for future needs, such as their
children's education and their own retirement, and help them buy securities such as stocks
Citi also functioned as working with companies to optimize their daily operations,
whether they need working capital, to make payroll or export their goods overseas. By
lending to companies large and small, Citi helps they grow, creating jobs and real economic
value at home and in communities around the world. It also provides financing and support to
governments at all levels, so they can build sustainable infrastructure, such as housing,
transportation, schools and other vital public works. Last but not least, Citibank strives to
earn and maintain the public's trust by constantly adhering to the highest ethical standards.
The colleagues ensuring that their decisions pass three tests: they are in their clients' interests,
create economic value, and are always systemically responsible. When they do these things
well, they will make a positive financial and social impact in the communities they serve and
show what a global bank can do. The main goal for Citibank stated on the 10 Golden Rules
that Citi had highlighted to the staff and customers. (Refer to Appendix 7)
About the Department
I was assigned to In-Business Control Department lead by Foo Cai Hong as a
manager officer and its Head of Department in which the department consists of a total of 39
employees. In-Business Control Department was established for the purpose to ensure that
the Citi customers will enjoy the well-growth of economic flow, to ensure the details of
customers are highly protected to build up mutual trust between Citi workers and the
customers, and to ensure that the business related both local and international are taken care
off. Citi's mission is to serve as a trusted partner to our clients by responsibly providing
financial services that enable growth and economic progress. In order to achieve the mission,
there are five broad areas of goals that have been identified. The employees of In-Business
Control Department are divided into several units based on the five broad areas of goals
which are economic well-being, business empowerment, and business relations well-
developed among Citi workers and the customers.
For almost three months, I learned a lot of things from my supervisor, Foo Cai Hong
was born in Perak and obtained his Diploma and Bachelor Degree in Business Administration
at Universiti Teknologi Mara (UiTM). She possesses experience in the multiple fields. She
was once a part-time lecturer at UTM in 1999, teaching Economics and later in 1994, she
worked at OCBC Bank as a Manager Officer. On 30th July 2004, she joined Citibank and
started in In-Business Control Department. Later in 2014, she became a part of In-Business
Control Department as Manager of CBORC Unit. In this unit, there are two core projects in
progress. There are Anti-Money Laundering (AML) and dealing with FATCA Project.
Currently, Foo Cai Hong is in charge of FATCA Project.
Task and Job
I started my practical training on 6th June 2016 and ended on 26th August 2016. My
attendance schedule can be viewed in Appendix 5, and my training certificate can be viewed
in the Appendix 9. As a practical trainee in Citibank, I was expected to work according to the
office hours from 9 am until 6 pm. But sometimes, I started to work early and ended exceed
the office hours because of the commitment of the works. My job description basically is to
assist Foo Cai Hong and the Head Manager of CBORC Department, Foo Meng Yu in dealing
with FATCA matters. As I mentioned before, this CBORC Department has two core project
in progress; AML Program and FATCA Project. AML Program was organized to reduce the
Money Laundering cases occurred among the banking institutions particularly in Malaysia.
The main reason of establishing the AML program is to increase credibility of Citibank to
maintain the standard of Citibank as one of the high standard banking institution.
Apart from that, FATCA Project is the core project that me and Foo Cai Hong had
been completed in the month of July. FATCA could be generally defined as FATCA stands
for the Foreign Account Tax Compliance Act. FATCA is a United States (US) legislation that
primarily aims to prevent tax evasion by US taxpayers by using non-US financial institutions
and offshore investment instruments. FATCA impacts financial institutions on a graduated
implementation timeline. In this unit, I had been assigned to validate the customers’ data in
order to document in a coherent way. As a practical trainee who is under Foo Cai Hong
supervision who considered as FATCA expertise, I assist her in following up updates for the
rectification or regulation have been made by the respective branches in Malaysia.
In order to establish customer tax status, customers need to obtain certain documents.
These documents are Citibank declarations and/or US tax forms that will enable Citi staff to
declare and confirm tax status for the purposes of FATCA. My main task is to check and
validate the formation of documents, for example, customer’s certificate of incorporation or a
similar type of document confirming the place of incorporation. Moreover, I was also
involved in other projects and programs in order to build up potential to engage good vibes
working in Citibank.
During twelve weeks of internship, I have accumulated various experiences and wider
new knowledge through activities and tasks had been assigned to me. My beloved supervisor,
Foo Cai Hong encouraged me to do diverse task across the department. However, in this
section, I am going to relate my experience with courses that I have taken in IIUM especially
Political Sciences core and elective courses.
My field of works required me to involve with US Tax Laws that called as FATCA in
dealing with US customers who live in US or other foreign countries. This closure of task
given can be related to one of Political Sciences subjects which is Interntional Relations. My
task is to balance good business relationship between Malaysia and US through FATCA.
Main reason on why Citibank would become the prior banking system who managed FATCA
matters because Citibank is much more likely become the representative of US systems that
located in Malaysia. Through the subject, I have learned about policies, governance and how
diplomatic relation works between countries. The engagement task helped Citibank to help
US government to chase US person to pay tax. In fact, Citibank also incorporate with other
banking institutions like Bank Negara to create a business growth for better economic
development. This is related to the subject of Introduction to Economics. At first, I thought
my knowledge regarding this subject would not be used; instead I came to realize that I need
to use it in future.
My experiences worked as practical trainee in Citibank teach me to be a thinker. This
is related with Creative and Critical Thinking and Public Personnel Administration. For one
project, I need to carefully checked and think for the possibility different cases occurred
among the customers. For example, how to deals with US person who currently not in US
anymore? What is the correct documentation or tax form for the customer? Why certain
customers have invalid tax forms? Are the branches have detailed checks on the documents?
All these questions I need to ensure the correct ones and if there is something wrong with the
documentations, therefore, I need to inform the respective branches to rectify the tax forms
and other documentary evidences. This is something new to me and I need to be concerned
about. The most important to complete the task is to carefully listen the instruction that have
been given to the supervisor. Do more work and talk less in order to produce quality works.
I still remember during my first day of internship, Foo Cai Hong showed me around
the department and introduce me to the staffs. After that, she briefs to me the task that I am
going to do and passed the reading materials on FATCA. The first task she assigned me to do
was the cross-checking bundles of customers’ data for identifying the correct tax code that
have been tagged. At first, I am quite surprised because she put trust on me for the first day of
internship by looking at the high confidential records of the customers in Citibank that
consists of low value and high value of customers. The purpose of the cross checking is to
validate the correct documentation before handed it over to higher authority such as Internal
Revenue Service (IRS). While doing the checking and validating processes, there are many
mistakes I have committed since I was still new and lacked in knowledge on the new project
of FATCA. But I referred a lot to my supervisor, Foo Cai Hong and she helped and guided
me on the process.
Since I was registered during the month of Ramadhan, the CBORC unit was running
the project called ‘Iftar with CBORC Muslim Staff”. I was assigned to handle the project like
searching for the convenient place to conduct the program collected the money and ensure
that all are involved in the program. My third project was assigned by my head of
department, Foo Meng Yu. The project was to deal with Bank Negara for the regulatory
process by updating the tax forms that have been used by the branches. My tasks were to
follow up and check whether all the documents and tax forms have been aligned to the same
date which is 1st August 2016 among IRS, ESOK and Citi FATCA Business.My fourth
project was to importing the High Value Customers’ data into the global tracker among Citi
I was assigned by my supervisor to create a database for FATCA PADD LV both
Individuals and Entities which contains all cooperative information and details. Therefore, I
contacted with the branches to ensure the correct documentations had been sent by the
branches to Branch Support Operations (BSO). This database is crucial because the details
and information of the involved cooperative still were not updated and CBORC need the
database in FATCA exercise. The data only can be access through the Citi systems called as
Eclipse, Regional Build and Global Tracker.
The main objective is to updating the records of the customers for further reference by
the global Citi worldwide. My fifth involvement in projects was attending two CBORC
monthly meetings in June and July. The objective of the CBORC monthly meetings is to
follow up the progress if what have been doing and come out with solutions for any of
pending issues in CBORC. I was felt so lucky because this was my great opportunity to be
among of the board president and managers in CBORC. My job scope was to take note
important points regarding FATCA matters and consulted Foo Cai Hong for further action
required. (Refer to Appendix 10 & 11)
From doing my internship, it helped me in identifying my strengths, weaknesses, the
opportunities and the threats. It also means that I have learned many things. My strength in
the internship is I am a good team builder. As I mentioned before, I worked with my
supervisor and the staffs. We worked in a team. As a member of team, I am responsive in
group discussion and giving my own opinions. If there was anything that I did not
understand, I would ask. Besides that, I am a cooperative person. I am able to give
cooperation to anyone. I am also approachable and an easily adaptable person because I am
able to approach the branches staff and I am capable to adapt with different situations easily.
My weaknesses during the internship were, I am not comfortable to work under
pressure. Before this, I thought I am someone that is competent to work under pressure. I
realized that still did not know myself very well. Besides, since I am still new in this field, I
am lacking in terms of planning, making decisions and business plan. Moreover, I am quite
weak in receiving information from the higher authority because I am more visual receiver of
information, not auditory receiver of information. Therefore, I need to be carefully listen to
what Foo Cai Hong brief to me and I need to take note immediately what have been assigned
The opportunities that I have gained from this internship are, I am able to gain more
experiences and knowledge, and also build a relationship with colleagues and customers. I
am not a tough person but since I am working in Citibank, it demanded me to embrace myself
in dealing with senior staff. In fact, I fell in love with my job. I think this is among the best
things I had experienced. Moreover, I was able to increase my knowledge into wider
perspectives and various fields in the business plan, US tax laws, and the other assignments.
Besides that, by attending some of CBORC programmes, it helped me to build a good
relationship with the boss and colleagues. We were able to exchange opinions on the issues of
FATCA project and this was something new and interesting for me.
The challenge that I faced during the internship was, I carried out such a high
confidential works. The work actually was assigned to the permanent employee but
somehow, because of workload faced by Foo Cai Hong, therefore, I need to assist her from
time to time. I realised the differences between university life and work life. Do not simply
take things easy or you will face lot of problems. I challenge myself to be an honest worker
and focus on took care of customers’ demands of securing their personal details.
Suggestion for the Department of Political
From my point of view, the internship subject should be made as a compulsory
subject to all Political Sciences students before they graduated from the university. It is
because, as a Political Science’s student, we learned a lot of theories, therefore, by doing
internship, we will be able to apply and practice the theories. Furthermore, the life in the
university and workplace are different. In my opinion, the students should experience the
hardship of the working life so that they will know the importance of knowledge, abilities and
skills that they should have gained and developed during university’s life. Besides that, the
duration of internship should be lengthening. The three months duration provided by the
department was not enough as there are many things that can be learned from.
Other than that, I would like to suggest to the department to create a mentor mentee
program between former interns and interns to be. Maybe, the former intern will be assigned
to a group of students, so they will be guided for future work and at the same time help to
lessen the burden of department. This mentor mentee can be supervised by the lecturers of
Political Sciences or the department. My next suggestion is to encourage calibration of
department with organization to organize high impact program for students such as talent
recruitment, mentoring program and career camp. Indirectly, it will help in producing
successful and careers right after the students freshly graduated.
Suggestion from the Host Company
My head of department would be much appreciate if the department of Political
Sciences to give at least four to six month duration for internship program. It is because the
duration assigned was unsuitable for the company to teach, to guide, and to develop the
students. For my company, for those who did their internship for at least six month will have
a high chance to get the job offers from them. It is a golden opportunity for the students since
unemployment rate are high nowadays.
Furthermore, the students are encouraged to explore more knowledge in university
that can be applied for improvement of the organization that they will work. In fact, public
speaking skills, management skills, and computer skills are expected to be developed within
the students. In fact, my company suggested encouraging and exploring more professional
life to improve appearance for market of job. Knowledge on the way for professional
communication, public relations, and others are important.
Overall, internship is a really good program and recommended to my fellow friends.
It helps to enhance and develop my skills, abilities, and knowledge. It was a good experience
and memories as not only I have gained experience, but also new friends and knowledge.
Citibank also a good place to do the internship since it provide numerous benefits and
advantages to the practical trainees. They provide us with our own places and several
accommodations such as laptop, Wi-Fi, access card, car for site visit’s use and allowances.
The treatment by the company was just, equitable and professional. I’ve learned from
different units and people. I am grateful and thankful to my supervisor, Foo Cai Hong and the
department of In-Business Control for the experiences and tutoring. They also help me to
handle some of my weaknesses and provided guidance to me whenever I am in need. I think
the three months duration for the internship was not enough for me to learn more in details
about the jobs. I wish the internship program will be make as a core subject and I am
encouraging for the students of Political Sciences to grab the opportunity to do internship as
it will help us to identify your strength, abilities, weaknesses and more.
APPENDIX 1(Internship Application Letter)
Documents & Parcels
Iftar with Staff during month of Ramadhan
Farewell Lunch with Supervisor