Businesses have been disrupted like never before with the outbreak of COVID-19. The pandemic has led to a lockdown in the entire country. Most companies have been pushed to work remotely and adopt new ways of working. There are however a few critical roles and jobs that can’t be done from home. 

For instance, in banks, there are some critical roles for which a few employees have to go to the branch. How does the company in this scenario ensure employees’ health & safety? How do the operations of the bank get affected in this time of crisis? What are top talent priorities for businesses in these times of crisis? 

To find answers to these questions, we interacted with Nagina Singh - Executive Director, HR, DBS Bank India. She discussed how banks can cope through the COVID-19 crisis and also shared how DBS is dealing with it. 

Who is handling the crisis management in your organization? Do you have a separate COVID-19 response team? What is the role of the team?

At DBS Bank India, we have a dedicated crisis management team, headed by our CEO and Management Committee members, who monitor, strategize, and manage crisis situations like these.  

We have been preemptive in adopting business continuity measures and had initiated split location operations even before COVID-19 was declared as a pandemic. We have developed and implemented an effective communication plan aimed at building awareness around basic hygiene practices and sharing guidelines to ensure the safety of our employees.

How is your organization protecting employees/workers' rights during the COVID-19 outbreak?

We have activated our business continuity plans, and most of our employees are working from home. Since banking is an essential service, we have a few employees at the branch, as per the government guidelines. We are making arrangements for their daily travel and are offering the option of accommodation at hotels near the branch. 

Additionally, we have arranged specialized platforms and facilities as part of our COVID-19 response program. These facilities can be availed by employees based on their requirements.

We have organized sessions with healthcare specialists to build awareness around COVID-19 and familiarize employees with its symptoms. The sessions also offer knowledge on basic safety measures and tips for maintaining personal hygiene. 

Our iHealth portal empowers employees to chat with qualified medical professionals and resolve queries related to COVID-19. We have an iSparrow App to equip employees with medical insurance.

Furthermore, our 24 Response App is on standby at all times for medical emergencies.

What steps/policies have you formulated around the following areas?

As the country and the world collectively braves the COVID-19 pandemic, we at DBS Bank India, have taken extensive precautionary measures to ensure the safety and wellbeing of our employees and partners.  We are constantly monitoring developments as the situation evolves and are committed to ensuring that we protect the best interests of our staff and customers at all times. We have introduced the following measures:

Travel Advisory

Our employees are guided by a stringent travel advisory. We are ensuring that employees who have traveled, adhere to the quarantine guidelines issued by the Ministry of Health.

Health precautions

Temperature screening is being carried out for all customers and employees at all entrances to our premises. Additionally, for all those who visit our branches there is an added requirement to fill travel history form to ensure broader safety and contact tracing. Sanitizers and masks are available for customers and employees, and we have heightened the frequency of cleaning and disinfecting our premises. We have also started using anti-microbial spray on our ATMs to further protect against the spread of the virus.

Alternate work arrangements for employees

Our employees have been working from home. We are leveraging technology solutions for virtual interactions with customers and colleagues. We have been conducting our customer calling services from home. The bank also makes transport and accommodation arrangements for employees in critical roles who need to come to the branch.  

What are some of the top people challenges that have emerged for you in the COVID-19 times? How are you looking to deal with them?

Supporting the physical and mental wellbeing of employees remains a priority for us. We have taken the following steps:

• Mental wellbeing of our employees – We are aware that the current situation may take a toll on the mental wellbeing of our employees and their families. The managers regularly check in with their team members through daily virtual stand-ups/huddles. We are regularly communicating with them about the various platforms and facilities that are available to support them. We have partnerships with specialist service providers, which allow employees to connect with certified professionals for counselling.
  
  
• Effective implementation of the work from home policy – Supportive managers, regular communication and robust technology infrastructure have ensured that our employees remain motivated and productive while working from home.              
  
  
• Continue to deliver on our Employer Brand Promise – ‘Live fulfilled’ is our employee value proposition, and we encourage and empower employees to lead enriched and fulfilled lives. In addition to reminding employees about the various benefit programs, we have also made meaningful amends to some of our existing policies and offerings to accommodate recommendations by employees, thereby helping them cope with the situation better.  We have partnerships with global emergency assistance service providers that extend support to employees in case of any untoward incidents.

Would there be any impact on key people's decisions like hiring, performance review & compensation?

We have taken proactive steps to address all these aspects. We believe that with authentic communication and a sense of compassion and empathy towards each other, we will tide over the current situation. 

Hiring and on-boarding

We went digital with our interviewing process right at the onset of the COVID-19 outbreak. The onboarding of new employees has seamlessly continued, albeit through digital solutions instead of the usual in-person onboarding process. We continue to give a warm welcome to our new hires. 

Performance reviews

Our performance review procedures are completely digitized. The employees have successfully completed their goal setting and development plan discussions with the managers.