AskBFC: How does the business increase the efficiency of branch staff during lock-down and post lock-down periods

May 2020 • Yurii Voychak, MSME and Agrilending Consultant (BFC, Nepal)

During the quarantine period, many banks sent their staff on compulsory leave, some banks began to think even about reducing number of staff in the branches in order to optimize costs in the context of the economic crisis. Each bank, of course, has its own approach and strategy on how to work with staff and motivate employees during a crisis.

If we talk about RMs who engage in credit operations with clients of small and medium-sized businesses, mid-corporate and corporate segment, it is important to understand that in the current situation, the Bank should monitor regularly the loan repayments even on a weekly basis, which requires the active work of RMs in the branches responsible for the loan portfolio — for example, conducting visits to clients for analyzing the current business situation (post lock-down period), collateral monitoring, phone calls to customers to inform about repayments and to collect client’s requests, consolidate and deliver information to Head Office, propose possible scenarios of restructuring for the clients, manage with renewals, participate in regular communication with BM, Province level management team.

In addition, employees can participate in various webinars which can also be conducted by Bank Managers (organized by HR department) and the readily available free online training courses, during the quarantine period to improve or refresh staff’s skill and knowledge base.

The main thing is that every employee should believe and understand that he/she is part of a large team of a bank where the one of important goal is to motivate and train their staff.

I believe that in every Bank is important to support corporate culture to maintain employee spirit:

• conduct daily planning meetings, encourage initiatives, implement internal motivation programs
• implement virtual corporate events and “happy hours” — online checks where employees can share achievements, best practices and experiences. It will strengthen the team for sure.

For this purpose, it is important for each Bank to prepare technological infrastructure for remote work of employees. Because efficiency of staff can be increased when employees are working as one team even from remote working places.