Banking Issues

Training the new recruits

The initiative taken by Sri.Lakshmivenkatesh Rao to conduct a short training in decision making for first line managers (Facebook post 29/11/15), is quite laudable.

Regular training at organizational (apex) level takes time.   For that, first line managers who are not much experienced and have been thrust in to the position either due to circumstances or organizational requirements, can’t wait for long.   It is better to have a local center level or region level trainings / workshops to take care of the interim period until formal training is arranged.

The new generation bankers are well educated (rather over-qualified for the position), more tech savvy and with high expectation.   But they get easily frustrated when they encounter delays, indecisions and rejections (of their suggestions).   They are yet to attune to the organization structure and its decision making process.  They should understand that there is no quick fix solution to many of the issues in banking.  It has to be process oriented.   But this may not come in the way of their customer service, barring a few specific customer requests.

The seniors have to handhold new recruits by adopting a few branches / certain number of staff in their vicinity.   This will go a long way than classroom lectures.    But this also has its own limitation, as the person who guides may not know everything in banking.   So it is always better a pool of talents in a center / region can guide the bankers at that center / region, of course, other than issues affecting policy decisions.

Most of the banks are not in good shape due to their quality of assets.  This is the time staff members should have confidence.   It will send a wrong signal If they lose hope and express it in words / deeds when the customers are around.    Each and every staff should be brand ambassador of their bank.   They should exhibit confidence and hope in their conduct.   “Yad bhavam tad bhavati,”

It is also observed that frequent visits of branches / offices by executives are seen as support and encouragement to the employees. 

The ultimate aim of trainings, meetings, discussions, etc. should be to prepare the staff to serve clients confidently.   Their effectiveness can be gauged by the business figures and increase in income of the branch.  That only can motivate the new comers, who have immense potential.