The document appears to be an internship report submitted by a student named Sushmita Gour detailing her 60 day internship with Airtel Payments Bank in Bhopal, India where she helped onboard new merchants and activate existing merchants while learning about the company's operations, strategies, and banking services. The report includes an introduction to Airtel Payments Bank, descriptions of the organization structure and departments, a review of the company's objectives and values, and a weekly overview of the internship activities performed.

1. Prestige Institute of Management and Research, Indore
(An Autonomous Institution Established in 1994, Accredited Twice Consecutively with Grade ‘A’
NAAC (UGC) ISO 9001: 2008 Certified Institute, AICTE / UGC Approved Programs affiliated to DAVV,
Indore)
(Session 2018 – 2020)
Summer Internship Report on
Infrastructure Development of Airtel Payments Bank in Bhopal
Guided By: Submitted By:
Dr. Arpit Loya Sushmita Gour
MBA (FT) – II SEM
Scholar No.: 1121211169

2. STUDENT DECLARATION
I, Sushmita Gour (1121211169), Master of Business Administration (Full Time), hereby declare
that the presented Summer Internship report titled Infrastructure Upgradation of Airtel Payments
Bank is uniquely prepared by me after the completion of 60 DAYS (1 June, 2019 – 30th
July, 2019)
work at Airtel Payments Bank.
I also confirm that, the report is only prepared for my academic requirement not for any other purpose.
It might not be used with the interest of opposite party of the corporation.
Sushmita Gour
MBA (FT) – II SEM
1121211169

3. CERTIFICATE
This is to certify that Sushmita Gour, the student of Master of Business Administration (Full
Time) program of Prestige Institute of Management and Research, Indore has completed
Summer Internship Project Report titled Infrastructure Upgradation of Airtel Payments
Bank under my guidance and supervision. As per my knowledge the work carried out by her is
original and genuine. I wish further success to her.
Dr. Arpit Loya
Prestige Institute of Management
and Research, Indore

4. ACKNOWLEDGEMENT
It is my pleasure to be indebted to various people, who directly or indirectly contributed in the
development of this work and who influenced my thinking, behavior, and acts during the course
of study. I express my sincere gratitude to Dr. Yogeshwari Pathak, worthy Principal for
providing me an opportunity to undergo summer training at Airtel Payments Bank, Bhopal.
I am thankful to Mr. Pawan Patelia (Mentor) for his support, cooperation, and motivation
provided to me during the training for constant inspiration, presence and blessings.
I also extend my sincere appreciation to Dr. Arpit Loya who provided his valuable suggestions
and precious time in accomplishing my project report.
Lastly, I would like to thank the almighty and my parents for their moral support and my friends
with whom I shared my day-to-day experience and received lots of suggestions that improved
my quality of work.
Sushmita Gour
MBA (FT) – II SEM
1121211169

5. CONTENTS
Chapter Contents Page no.
1 Introduction
1-4
2 Organization structure
5
3 Departmental Description
6-7
4 Strengths and Weaknesses of the organization
8
5 Suggestions
9
6 Weekly overview of Internship Activities
10-18
7 References
19
8 Appendices
20-21

6. 1
CHAPTER 1
INTRODUCTION
1.1 INTRODUCTION
Airtel Payments Bank is the first company to get the status of a payments bank in India, as per RBI
guidelines. It is a subsidiary of Bharti Airtel. Being one of the largest telecom servers in the country, Airtel
has used the opportunity to reach their large customer base and provide seamless banking services to them.
It launched its first live payments bank in Rajasthan, India.
A payment bank is like a normal bank, except they don’t provide any credit facility to the customers. Also,
they perform on small scale as compared to other banks. They can only accept a certain amount of money
as a deposit, provide services like ATM Cards, debit cards, net banking and mobile banking. Currently
there are 7 payments bank that are active in India namely – Aditya Birla Payments Bank, Airtel Payments
Bank, India Post Payments Bank, Jio Payments Bank, Paytm Payments Bank and NSDL Payments Bank.
1.2ABOUT THE COMPANY
 Airtel Payments Bank, a subsidiary of Bharti Airtel, is a Public Ltd. Company.
 It is headquartered in New Delhi, India.
 It is the first company to get license of live payments bank from the Reserve Bank of India (RBI).
 On April 11, 2016 the license was issued under Section 22 (1) of Banking Regulation Act, 1949.

7. 2
 It is a joint venture between Bharti Airtel and Kotak Mahindra Bank, which holds around 19.9%
stake in the company.
 It was launched in January 2017 to support the cashless revolution started by the Government of
India.
1.2 HISTORY OF THE COMPANY
Banks are the main source of development for any economy because every country’s economy depends on
their banking and financial system. In today’s scenario, banking system has become the backbone of
modern business. Country’s economic development depends upon the functioning of the country’s banking
system. Thus, banking sector has been modernized by adopting new technology and computerization to
reach to each person of the country for providing banking facilities.
More burdens has been induced on commercial banks regarding the economic transactions and lending
activities, due to which a committee of people headed by Nachiket Mor was formed for providing finance
to small business and low income households under the new concept of differentiated banks. Payment
banks are one of its types. The Payment Banks have been in operation from 19th
August 2015 but still more
people are not aware about these banks.
So, Reserve Bank of India (RBI) decided to provide license to famous and efficient working companies
which already have a huge platform for customers. A payment bank is a differentiated bank which will
provide facility of deposit, transfer and savings but will not lend money. These Payment banks have been
introduced to expand the financial inclusion targets. Under the payment banks plan Airtel Payments Bank
came into operation on 13 January, 2017. Airtel is one of the largest telecom service providers in India,
which have customers of more than 580 million. So, for that purpose many operations have been
undertaken.
1.3 OBJECTIVES AND GOALS OF THE COMPANY
1) Aim to make payments cashless and promote digitalization.
2) Cater the needs of the undeserved and unbanked population in the country.
3) To solve the problems posed by traditional banking – lengthy documentation and standing in the
queues.
4) Make banking simpler and more convenient.

8. 3
5) To provide seamless banking experience to the customers – from big Business owners to the
general population.
6) They will provide facilities of deposits, transfer and savings.
1.4 MISSION OF THE COMPANY
The mission of the company is “Hunger to win customers for life.”
1.5 VISION OF THE COMPANY
The vision of the company is “To enrich the lives of our own customers. Our obsession is to win customers
for life through an exceptional experience.”
1.6 VALUES OF THE COMPANY
The company aims to achieve its vision through its values – AIR.
 ALIVE: being alive to the needs of the costumer.
 INCLUSIVE: the company is for everyone – for all the communities.
 RESPECTFUL: acting with humility, being open and honest toward customers.
Competitors:
1. Paytm Payments Bank: In May 2017, Paytm was relaunched as a payments bank. It offers an
interest rate of 4% and the like. Services like Immediate Payment Service (IMPS), Unified Payment
Interface (UPI) and National Electronic Fund Transfer (NEFT) are easily accessible.

9. 4
2. PhonePe: It is accepted as a payment option across 5 million offline and online merchant outlets
covering food, travel, groceries, movie tickets etc. The app crossed 100 million user mark in June
2018 and also crossed 2 billion transactions in April 2019. It is licensed by the Reserve Bank of
India for issuance and operation of a Semi Closed Prepaid Payment system.

10. 5
CHAPTER 2
ORGANISATION STRUCTURE
Non Executive Chairman
(MR. SUNIL BHARTI
MITTAL)
MD & CEO
(MR. ANUBRATA BISWAS)
Non Executive Director
(MR. MOHAN NARAYAN
SHENOI)
Banking and Merchant Head of
State
(MR. LAV SAWLANI & MR.
PRIYANK VYAVHARE)
Zonal Manager
(MR. PAWAN PATELIA)
Team Leader
(MR. FAIZAN UR REHMAN)
Merchant Executives

11. 6
CHAPTER 3
DEPARTMENTAL STRUCTURE
BANKING DEPARTMENT: -
1) The customers can open Savings Bank Account from their Banking points.
2) It provided its customers free accidental insurance cover of Rs. 1 lakh.
3) Provides 4.0% rate of interest.
4) It provides its customers with online debit card.
5) The customers can deposit and withdraw cash from their banking points.
6) The customers can transfer money to any bank account through IMPS or UPI.
7) The customers can recharge mobile, DTH and Pay Bills.
8) Bus and train tickets can also be booked.
9) The customers can pay their loan EMI’s through the My Airtel app.
10) The bank also provides the facility of APY (Atal Pension Yojana) and PMJDY (Pradhan Mantri
Jan Dhan Yojana), started by the government of India.
Departments
Banking Merchant

12. 7
11) The payment bank must have high powered customer care cell so that it can handle customer
complaints.
12) The customers are provided with various ways of making online payments:
1. QR Code Scanning
2. Payment to a phone number
3. BHIM UPI
MERCHANT DEPARTMENT: -
1. MERCHANT ON-BOARD: When a new firm/company is made a merchant of the company and a new
QR code is placed at the store, it is called On-boarding.
2. MERCHANT UPDATE: When the details of an old merchant are edited and saved through the Airtel
Promoter’s App, the process is called Merchant Updating.
3. MERCHANT ACTIVE: After updating the merchant when a transaction is done on the updated QR, the
merchant is counted as Active Merchant.
4. ANCHOR MERCHANT: When, on a new/old merchant, 5 new unique transactions are done, the
merchant becomes an anchor merchant.

13. 8
CHAPTER 4
STRENGTHS AND WEAKNESSES OF THE ORGANIZATION
STRENGTHS
 Personal Accidental Insurance of Rs. 1 lakh with every savings account.
 Wide Network Airtel Payment Bank provides easy deposit and withdrawal facility across a wide
network of Airtel retail outlets.
 Transaction limit Airtel Payment Bank allow the user to transact amount up to 1 lakh, while other
payment apps have the limit up to Rs. 20000.
 Work on all handsets Airtel Payment Banks collaborate with all set of handsets i.e. android or
simple handset. While other payments bank does not provide facilities on all handsets.
 O.T.P based secure transactions The transactions are secure and consist of two way verification
process. The transactions done through Airtel Payment Bank are secure O.T.P based.
 Brand name of Airtel associated with the brand.
WEAKNESSES
 Lack of awareness most users are unaware of what Airtel Payment Bank can do for them and
confused about how the app needs to be used. The level of awareness of technology tools and
inherent fear of making erroneous transactions is making things worse.
 Airtel Payment merchant can’t take more than Rs. 20k in a day.
 Since the brand is new, people are hesitant to use it and provide details.
 Less cashbacks and other offers as compared to other phone wallets.
 Poor customer care one criticism leveled against Airtel Payment Bank is its poor customer service.

14. 9
CHAPTER 5
SUGGESTIONS AND LEARNINGS
SUGGESTIONS
 They need to work hard on their marketing strategies, so that they can reach their customers more
effectively.
 Company should provide better training to the merchant executives so that they can attract more
merchants and can perform better.
 Company should provide better service to the merchants like instant payment settlement and better
cash back for merchants also.
 There is a heavy need of advertising about Airtel payments bank.
 They should also provide better cash back offer to the customers like their competitors phonepe
and paytm.
 They should provide loan facilities as their competitors provide.
 Sales person should be trained. Personal care should be taken by the sales person so that customer
feels good.
LEARNINGS
 Leadership: handled and managed the team of 5 members as a team leader.
 Patience: Learnt how to handle different merchants and executives at same time.
 Communication skills: By communicating and convincing the merchant executives and merchants
helped me to improve my communication skills.
 Knowledge about the Competitors: By visiting the market on daily basis I got good knowledge
about the competitors.
 Knowledge about Company Strategies: Working with the merchant executives I got to know
about the company’s marketing strategies regarding Airtel Payment Bank.

15. 10
CHAPTER 6
WEEKLY OVERVIEW OF INTERNSHIP ACTIVITIES
1stWeek
Date Day Work performed
01/06/2019 Saturday Briefing session at Airtel Office Indore about the training
which we have to perform in our internship period.
02/06/2019 Sunday Weekly Off
03/06/2019 Monday Reported at Airtel Office Bhopal for briefing of the work
and whom to report.
04/06/2019 Tuesday Market and merchant executive were allotment for the
day to work on.
05/06/2019 Wednesday Holiday on the occasion of Eid.
06/06/2019 Thursday One Merchant Executive (ME) allotted to me , to visit the
market with.
07/06/2019 Friday Merchant Executive taught me the process of on-
boarding the merchant and how to operate the application
by which we can do the on-boarding.

16. 11
2ndWeek
Date Day Work performed
08/06/2019 Saturday ME (Haris khan) taught me how to talk with merchant
and we both Visited 15-20 (approx.) shops at MP Nagar
market and converted 7 in airtel merchant.
09/06/2019 Sunday Weekly Off
10/06/2019 Monday Allotted me team of 5 ME for different market and I have
to work simultaneously with them.
11/06/2019 Tuesday visit old airtel merchants with ME (Haris khan) and
activated them back at MP Nagar Bhopal
12/06/2019 Wednesday Visit 15-18 shops with ME (Satyam Rathore) and on-
boarded 12 shop with 5 kyc at 10 no. market bhopal
13/06/2019 Thursday Field Visit at DB Mall, Bhopal with ME (Satyam
Rathore) and activated 2-3old merchants and on-boarded
the Mx corn outlet.
14/06/2019 Friday Field Visit at MP Nagar Bhopal with ME ( Krishna
Prasad) but didn’t get a single onboarding.

17. 12
3rdWeek
Date Day Work performed
15/06/2019 Saturday Field Visit at ISBT Bus Stand with ME (Haris Khan) and
on- boarded 14 merchant.
16/06/2019 Sunday Weekly Off
17/06/2019 Monday Field Visit at 10 No. and 11 No. with ME (Krishna
Prasad) and on-boarded 4-5 outlet and updated the old
merchant.
18/06/2019 Tuesday Field visit at ISBT Bus Stand Bhopal with my Team
Leader ( Faizan ur rehman)
19/06/2019 Wednesday On-boarded 3 merchant and 4 old active at shakti Nagar
market.
20/06/2019 Thursday Field visit at Ashima mall Bhopal and On-boarded 7 new
merchants and done 4-5 old active merchant with ME (
Haris Khan)
21/06/2019 Friday On-boarded 8 big outlet of Thai spa and saloon at
Hoshangabad road Bhopal with ME ( Haris Khan)

18. 13
4thWeek
Date Day Work performed
22/06/2019 Saturday On-boarded BAPU KI KUTIA and Punjab dairy at MP
Nagar Bhopal with ME (Satyam Rathore)
23/06/2019 Sunday Weekly Off
24/06/2019 Monday Field Visit With Team Leader at Ashima mall
25/06/2019 Tuesday On-boarded MRF Tyre at MP Nagar with ME (Krishna
Prasad) and done 3 APY ( Atal Pension Yojana )
26/06/2019 Wednesday Field Visit at MP Nagar with ME (Faisal) and on-boarded
2 merchant and 4-5 old active.
27/06/2019 Thursday Field visit at hoshangabad road Bhopal with ME ( Haris)
28/06/2019 Friday Updated 10 merchants at Ashima with ME ( Satyam
Rathore)

19. 14
5thWeek
Date Day Work performed
29/06/2019 Saturday Done 6 APY ( Atal Pension Yojana) with ME ( Sahil
Patil)
30/06/2019 Sunday Weekly Off
01/07/2019 Monday Arranged a meeting with all ME at airtel office to discuss
about upcoming month target we have to complete.
02/07/2019 Tuesday Updated 10 merchant and on-boarded 3 merchant at MP
Nagar Bhopal with ME ( Fasal )
03/07/2019 Wednesday On-boarded 5 merchant at Ashima mall.
04/07/2019 Thursday Updated 12 merchant at Danish Nagar Bhopal
05/07/2019 Friday Field visit at MP Nagar with Team Leader.

20. 15
6thWeek
Date Day Work performed
06/07/2019 Saturday On-boarded Hakeem at MP Nagar Bhopal with ME (
Satyam Rathore)
07/07/2019 Sunday Weekly Off
08/07/2019 Monday 5 new Merchant onboarded and 2 APY at 11 No. with
ME ( Faisal)
09/07/2019 Tuesday 6 old Merchants Updated and 4 kyc done at Ashima.
10/07/2019 Wednesday Field visit with Team Leader at 10 NO. Market Bhopal.
11/07/2019 Thursday Field visit at ISBT Bhopal.
12/07/2019 Friday 20 old active and updated with ME ( Sahil Patil ) at
Anand Nagar Bhopal.

21. 16
7thWeek
Date Day Work performed
13/07/2019 Saturday 9 on-boarded at Anand Nagar Bhopal with ME ( Sahil
Patil)
14/07/2019 Sunday Weekly Off
15/07/2019 Monday Field Visit at Gautam Nagar market and activated 5 old
merchant and on-boarded 3 merchant with ME ( Faisal )
16/07/2019 Tuesday Field Visit at Ashima market and activated 6 old
merchant with ME ( Satyam Rathore)
17/07/2019 Wednesday On-boarded 2nd
outlet of BAPU KI KUTIA with ME (
Haris Khan)
18/07/2019 Thursday Field Visit at MP Nagar market with ( Krishna Prasad)
19/07/2019 Friday On-boarded Hakeem restaurant and Al Baik Ashima
with ME ( Haris)

22. 17
8thWeek
Date Day Work performed
20/06/2019 Saturday Conference call meeting with MP & CG head and FR’s
allotted to all the interns which are to be updated.
21/06/2019 Sunday Weekly Off
22/06/2019 Monday Franchise retailers were allotted to interns for updating
and I got 2 in which 1st was update on the same day and
another one is out of Bhopal.
23/06/2019 Tuesday on-boarded 9 new merchants at MP Nagar with ME (
Krishna Prasad)
24/06/2019 Wednesday On-boarded 1 New Merchants at shakti nagar with 1 kyc
and 2old merchant updated.
25/06/2019 Thursday Field visit with Team Leader at Ashima.
26/06/2019 Friday Field visit at 10 no. market with ME ( Haris) and solve
the problems of old merchants those who are using airtel
wallet.

23. 18
9thWeek
Date Day Work performed
27/07/2019 Saturday On-boarded 12 merchants and 4 old activated.
28/07/2019 Sunday Weekly Off
29/07/2019 Monday Meeting with Company mentor and discussion about the
activities performed and learnings in the last 2 months.
30/07/2019 Tuesday Monthly Report of Interns came for July.
MTD REPORT TILL 31 JULY

24. 19
CHAPTER 7
REFRENCES
 Airtel Payments Official Press Release
 Mr. Priyank Vyawhare (MP-CG Merchant Head)
 Feedback from Airtel app on Google play
 www.airtel.in (as on 10th
August, 2019)
 www.airtel.in/bank (as on 8th August, 2019)

25. 20
CHAPTER 8
APPENDICES

26. 21