Inclusive workplace, better customer service and technology top priorities at HDFC Bank, says CEO
Mumbai: Building a more inclusive workplace to curtail attrition, improvements in customer service, and a stronger digital infrastructure are some of the priorities at India’s largest private sector lender HDFC Bank, its chief executive Sashidhar Jagdishan said on Wednesday. In a message to shareholders in the bank’s annual report, Jagdishan said that since talent, potential and capabilities can best be harnessed through an enabling culture, the bank has adopted the managerial behaviour architecture of nurture, care and collaborate. The ‘nurture, care, collaborate’ initiative covered over 12,000 managers in FY22 was extended to the senior leadership levels and over 6,000 new managers in FY23.
“I am fully conscious of the fact that there may be instances where some people managers might transgress our defined way of working. We have the resolve to nip this in the bud, both by way of training/counselling and appropriate action, to ensure that the same is not attempted by anyone else," said Jagdishan. He pointed out that the bank has some distance to cover on this and is taking steps to build an inclusive organization that would aid reining in attrition in the coming years.
Jagdishan’s comments come a month after the bank suspended an employee whose video of berating his subordinates went viral on social media. The employee was seen in an undated group video call telling people they should pull their socks up and targets around the bank's products. The bank, he said, has experienced an increase in attrition over the last financial year and a significant part of it was in the ‘non-supervisory staff’ levels, including sales officers.
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