The Transformation of HR in a Digital World

Mark Prothero

Chief Executive Officer

HSBC Sri Lanka and Maldives

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Big Data and Analytics Artificial Intelligence

The Internet of Things

- ChatBots

- VoiceBots

- Robotics

- Touch ID

- Voice ID

- Face ID

- Virtual reality

- Quantum Computing

Digital Identity & Biometrics

DIGITAL

- Cloud Computing

- Application Programme

Interfaces (API’s)

- Adobe Analytics

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Examples today…

Internet of Things Biometrics Virtual Reality

Smart Wearable's :

Watches are no longer just for telling time. Smartwatches have turned our wrists into smartphone holsters by enabling text messaging, phone calls etc.

FACE ID :

Customers use FACE ID as biometric authentication on HSBC’s mobile banking platform in key markets moving away from the age old security token.

Virtual Reality :

At a recent Seminar on BRI , HSBC connected participants on a VR platform to share the story

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Artificial Intelligence by Google…

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How does this all impact HR ?

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Five generations in one workplace by 2020

1

The Silent Generation

(1900 – 1945)

Millennial’s (1977- 1997)

Baby Boomers (1946 – 1964)

Gen X (1965- 1976)

2

3 4 5

Gen Z (After 1998 )

If the workforce is changing, the workplace needs to change too

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Yesterday Tomorrow

Recruitment & Selection

•Traditional media •References •Face to face interviews

•Psychometric tests •Pre employment vetting

• Digital Sourcing and Targeting passive candidates via social media eg Linkedin

• Virtual Reality & Augmented Reality used for Hiring

• Blind Hiring using AI • Peoplise : Digital Recruitment Platform

Recruitment & Selection

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Retention & Talent Management

Yesterday Tomorrow

• Employee Engagement Surveys • Annual Performance Reviews • Training & Development • Succession planning • Personal Development Plans

• People Analytics (Google) • Feedback Tools eg Impraise • IoT’s : Integrated devices provide data real time and Flexi working

Retention & Talent Management

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HSBC’s Response to Digital Disruption

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At HSBC we are aiming to be Simpler, Better, Faster…

• HSBC appointed a Technical Advisory Board in 2016 with digital experts from across the spectrum

• Performed the World’s first Blockchain transaction in Trade Finance which is now set to revolutionize the industry

• Launched Connected Money in UK (an Open Banking App)

• HSBC launched “Pay-Me” a P2P platform, a first in HK

• First international bank in China to incorporate WeChat

• Contactless mobile payments platforms launched across Asia (Apple Pay, Google Pay, Samsung Pay)

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12

Revolutionising the Branch experience: HSBC’s first Video Teller Machine (VTM) launched

Streamlining account

opening from 2-3 weeks

to 20 minutes

This includes dispensing

the debit card and

security device

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13

Interactive ChatBot

Intelligent AI for

natural conversations

17,000+ conversations per

week

99% resolve rate

Facial Recognition

Simpler intuitive banking

Used by 12,000+ customers

99% success rate

Facial Recognition and ChatBot

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But does the Employee enjoy the same experiences ?....

Customer Experience Employee Experience ?

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15

The Case for HR Change at HSBC

• People data was dispersed and siloed across multiple systems

• Varied processes across geographies, businesses and functions

• Difficult to navigate HR policies and processes

• Data analytics was limited and underdeveloped

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A Complete Transformation of HR at HSBC

Job titles reduced from

45,000 to

6,500

Cloud-based platform for…

c.65 countries 8 key components including: • Career Suite – Talent & Succession tools

• Employee Central

• People Insights

• Compensation

• ServiceNow

On-demand system: • Access HR info in real time

• Improved search functionality

• Share and receive feedback with ease

• Build talent & successions plans quickly

with transparency

70m pieces of data

to be moved

Changing the Payroll provider for

130,000 of our

employees

Reviewed and updated

14,000 to make them more accessible and relevant

People

Policies

127 technical ‘integrations’

(external & internal)

reliant on our HR data

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So What’s Changing ?

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Own and access your own data

‘One touch’ transactions with changes happening in real time

Integrated access to your data, cases, transactions and

policies

Reduced number of approvals and these are now automated

Own your development plan, career sheet and talent profile

Simplified performance management

Employees

‘One touch’ transactions with changes happening in

real time

Access to cross-entity data and transactions

Integrated access to personal and team data

Proactive notifications / ‘to do’ lists

On-demand access extended to all within integrated

approvals

Simplified online access for calibration, talent

search and performance and reward

Greater insight to your teams across the employee

life cycle

Managers

BYOD

Open Work

HSBC employee experience :

Learn , Develop & Connect on line

In-house media channel

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Thank You

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