On January 8, 2024, I embarked on a transformative journey as a Graduate Trainee in the 2024 BSP Graduate Development Program (GDP). With a mix of shyness and excitement, I stepped into the vibrant world of BSP, eager to learn and grow. Little did I know, this year would become one of the most defining chapters of my life.

January: A Humble Beginning

My first rotation was with the People and Culture Strategic Business Unit—BSP’s version of an HR department. Adjusting to the professional environment was initially daunting, and public speaking was a particular challenge. However, the team’s supportive nature eased my transition, and each day built my confidence bit by bit. The lessons I learned during this rotation set a strong foundation for what was to come.

February: Learning Customer Service Excellence

February brought a shift to the Retail Bank, beginning with the Retail Training Team. Here, I dived into understanding customer service standards, mastering the bank’s systems, and discovering the importance of delivering exceptional service. It was a month of skill-building and preparation for my next adventure.

March to June: Lessons from the Frontline

At the end of February, I joined the Port Moresby Branch, situated in the bustling heart of the city. This was where theory met practice. As I served as a Customer Services Officer, Branchless Banking Officer, Premium Teller, and Mass Market Teller, I experienced firsthand why customers are the heart of every business.

Not every day was smooth—some customers arrived frustrated and voiced their dissatisfaction loudly. Yet, the challenges taught me patience and empathy, and moments of genuine connection with kind customers reminded me of the joy in serving my countrymen and women. These four months were both demanding and rewarding, reinforcing my understanding of resilience and the power of positive interactions.

July to December: Behind the Scenes

The second half of my journey shifted to the bank’s operational core. In July, I began my back-office rotations:

• Operations Strategic Business Unit (July) – Learning the complexity of process management and operational efficiency.
• CX Brand and Marketing (August) – Understanding how the bank’s image is crafted and communicated to customers.
• Information Security (September) – Exploring the critical role of safeguarding digital assets and maintaining trust.
• Technology Strategic Business Unit (October–December) – Delving into the technological backbone that keeps BSP at the forefront of innovation.

Each rotation broadened my perspective and deepened my appreciation for the complex ecosystem that powers BSP.

Milestones and Memories

2024 was marked by significant milestones, both for me and for BSP.

• Monthly Reports and Presentations: At the end of every month, we delivered written reports and presentations to our supervisors. This task required us to identify challenges faced during the month and propose possible solutions. The process enhanced my analytical, problem-solving, and communication skills while instilling a sense of ownership in my work.
• Black Wednesday – Only three days into my journey, the unforgettable Black Wednesday occurred, leaving a lasting impression on me about the unpredictable nature of life and work.
• Organizational Changes – The year also brought significant changes within BSP, including leadership transitions and updates to the bank’s Mission and Vision. Witnessing these transformations reinforced the importance of adaptability in a dynamic environment.
• Master of Ceremony (MC) – A personal highlight was being chosen as the Master of Ceremony (MC) for the 2024 BSP Graduate Certificate Ceremony. Standing before my peers and leaders to guide the event was a surreal and empowering moment, encapsulating how far I had come since my shy beginnings.

December 18, 2024: The Grand Finale

After a year of growth, on December 18, 2024, I officially graduated from the BSP Graduate Development Program. Receiving my certification felt like a culmination of all the lessons, challenges, and triumphs of the past year.

Reflections

My journey through BSP GDP was more than just a professional development program—it was a personal transformation. From the nervous trainee in January to the confident graduate in December, I evolved in ways I never imagined. Along the way, I discovered the power of perseverance, the importance of teamwork, and the joy of serving others.

As I look back on 2024, I am filled with gratitude for the experiences, the people, and the opportunities that shaped me. This is not just the end of a program—it’s the beginning of a lifelong journey of growth and contribution.