Customer experience management Dynamism and banking from home
Covid-19 has transformed how companies manage their staff. In response to the pandemic, banks are developing more engaging work experiences for their employees. Lynette Eyb speaks to Ruth McGill, chief human resources offi cer at ING, about how the challenges of Covid-19 and working from home have accelerated the move towards digitalisation.
here can’t have been many worse times to take over as the head of HR for a multinational bank. It was 1 January, 2020, and a time bomb was ticking. Covid-19 was seeping its way into the public conscience. It would go on to affect every aspect of personal and professional life.
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Ruth McGill, chief human resources officer (CHRO) for ING, brushes off references to her baptism of fire, but admits that the pandemic has been transformative for everyone – including seasoned HR professionals like herself. McGill climbed to the top of the ING ranks after five years as senior HR director in the company’s
challenger and growth (C&G) markets section, having moved over from Standard Chartered Bank in 2015. Given the storm that lay ahead, appointing an insider to take over from outgoing ING CHRO Hein Knaapen was – in hindsight – a smart move. After all, features of McGill’s earlier work included leveraging people metrics and improving succession planning and job rotation – areas that would go on to serve the company well throughout the pandemic. Choosing the hardest aspects of a difficult first year, McGill says that the coronavirus as a humanitarian disaster cannot be separated from its impact at a business level.
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Future Banking /
www.nsbanking.com
Egbert de Boer
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