Pouru is a seasoned HR professional who has been in the HR industry for almost 25 years. With a cumulative professional experience spanning nearly 36 years (primarily in banking), she has also worked in different industries such as Pharmaceuticals, food, manufacturing, retail/apparel as well.

In a conversation with The Global Woman Leader Magazine, Pouru shares her thoughts about the financial business landscape in Pakistan and Southeast Asia. Articulating her thoughts about skilling and upskilling employees, she also speaks about technology integration and hybrid working models. Read out the article to know more.

In today’s rapidly evolving business environment, how do you see the financial sector adapting to the increased emphasis on digital transformation and hybrid working models? What strategies are proving most effective in this transition?

The entire financial sector, particularly in Pakistan and Southeast Asia, is shifting toward digital and hybrid working models. Digital transformation offers flexibility and allows for the adoption of various strategies. Significant investment is being made in cybersecurity to counter the heightened risk of cyber threats associated with remote work and digital services. The financial sector must prioritize robust cybersecurity measures.

AI, automation, and digital customer experience are also becoming increasingly important. Additionally, cloud technology is a major focus, with most financial institutions migrating to cloud platforms. This shift is driven by the need for scalability, remote access, and efficient data management. Cloud technology also facilitates the application of advanced analytics, enabling faster digitization of analog data.

Hybrid working models are now standard in the industry, combining remote and in-office roles. Furthermore, the sector is increasingly adopting agile methodologies to respond quickly to rapid market changes and evolving customer needs. Without agility, adapting to digital transformation would be nearly impossible.

Given the diverse sectors you've worked in, how do you approach the challenge of skilling and upskilling employees to ensure they remain competitive in the evolving market? Are there any best practices from your experience that could be applied universally?

We apply the same best practices as everyone else, waiting and observing what works for us. Some strategies work for certain industries but not for others. For instance, today, digital learning platforms are widely used, while face-to-face learning is no longer considered the most effective use of time. The focus on both soft and technical skills remains the same, but the culture of continuous learning needs to evolve, whether through e-learning or other methods. To keep upskilling and reskilling employees, it's crucial to cultivate a culture of continuous learning, making them understand that passing a test isn’t the end; they must keep evolving, unlearning, and relearning.

In my current organziation, we've started creating personalized learning paths aligned with employee goals and our strategies to ensure the training provided is relevant. Mandatory training for everyone is no longer necessary; learning should be tailored and engaging. If I'm in HR, I shouldn’t be required to learn something irrelevant to my role. Tailored learning paths make learning more effective. The 70-20-10 principle, where 70% of learning is on the job and 20% through interaction, remains essential and irreplaceable. To reskill and upskill, continuous unlearning and relearning are key.

With the rise of hybrid working models, what are some innovative methods for maintaining team cohesion and performance across different work environments? How can companies ensure that hybrid models do not exacerbate existing inequalities?

To manage a geographically dispersed team effectively, it's crucial to maintain regular, structured communication through tools like Teams and Zoom, ensuring everyone stays connected. Organizing hybrid team-building activities and online social events fosters collaboration. Providing standardized equipment and resources to remote workers, along with flexible working hours, supports a consistent work environment.

When managing performance, focus solely on outcomes, ensuring regular feedback and addressing any inequalities. For example, those working remotely should be performance-managed with the same rigor as in-office employees. Regular surveys can identify gaps, helping to ensure that the models in place are equitable for everyone.

In your experience with change management across various sectors, what are the most critical factors that contribute to successful organizational transformation? Can you share insights into how to effectively manage resistance and ensure stakeholder buy-in?

To manage change effectively across sectors, it's crucial to address several key factors to avoid resistance. Stakeholder buy-in is essential, and the most important step is to establish a clear and compelling vision that everyone understands and supports. Alignment follows naturally when there's buy-in; without it, alignment is impossible.

A strategic roadmap is necessary, ensuring commitment from sponsors, leadership, and all levels of the organization. Leaders must actively communicate and engage employees, fostering a two-way communication channel and involving every employee. Training and skill development are also crucial.

 

Understanding the root cause of resistance is important, as resistance often stems from fears of losing control or job security. Tailoring change management approaches to different levels within the organization is essential, as a one-size-fits-all policy doesn't work.

Cultural alignment is another critical factor. Change should not undermine the existing culture, as many employees stay with a company because of its culture. Finally, it’s important to ensure that the change is sustainable and manageable.

How can companies effectively integrate new technologies into their existing processes while ensuring minimal disruption? Are there specific approaches or frameworks you’ve found particularly successful in managing this integration?

When integrating new technologies, disruption is inevitable. Introducing something new into an existing process often leads to challenges that people may not know how to manage, potentially causing things to go off track. Therefore, a thorough assessment is essential before implementing any changes. Determine whether the new technology or process will be beneficial and identify potential challenges.

Ensure clear communication and gain buy-in for the change. Develop a detailed implementation plan, outlining steps, timelines, responsibilities, and a proper roadmap. Stakeholder involvement is crucial—engage IT teams, department members, and cross-functional teams to ensure everyone is on board. Once there's consensus, collaborate on the change framework and involve the team in planning.

Effective integration requires ongoing training, support, and continuous feedback. Monitor the process, assess what's working, and make necessary adjustments. It's okay to tweak the plan as you go, like changing tires on a fast car to maintain speed. Without a comprehensive assessment, detailed roadmap, and stakeholder involvement, managing disruption becomes difficult. Disruption is unavoidable, but with proper management, it can be minimized.

How can professionals enhance their people and negotiation skills to better navigate complex, multi-stakeholder environments? Are there specific techniques or approaches you recommend for achieving successful outcomes?

Enhancing negotiation skills is crucial for effectively navigating multi-stakeholder environments. The most important aspect is emotional intelligence. While IQ is necessary for making changes, emotional intelligence is key to adopting change and gaining support. It involves being self-aware, empathetic, managing relationships, and being an active listener—not just hearing, but truly understanding.

Effective communication and problem-solving are essential. Engage in collaborative problem-solving by inviting others to brainstorm solutions, fostering consensus, and managing conflicts without escalation. Continuous learning and practice are vital. Maintaining calmness and confidence in high-pressure situations is advantageous. Trust in your own value and the strategies you bring to the table will influence stakeholder perception and behavior.

Message for readers

I would advise young professionals to stay on top of their game in this era of constant change in priorities, economic conditions, and geopolitical landscapes. Continuously re-skill and up-skill. Develop your EQ to manage change and minimize disruption because change is inevitable. Before adapting, ensure you're fully prepared and your groundwork is solid. These are my closing thoughts.