Himani Dave, branch manager of HDFC Wakad Bank from distance – is just a normal and ordinary looking woman but she carries special attribute not many can claim to have – her unique and proven method to establish bond with employees and customer – that has worked for her now for over a decade. The method is so simple that anybody can use it and so powerful that it promises to get result every time we try – first empathizing with the genuine needs of customer and then leveraging their situation for mutual benefit.
How can you meet your monthly target without much troubles? This is the only question people ask her. Be it the time of recession or developing hard business relationship with big potential clients she never withdraws or establishing a branch at new place with no establish prospects or be it dealing with very demanding customers Himani got answers for everyone and every time! Among her colleagues, she is someone who is known to walk extra mile to bring satisfaction to customers and make her employees feel equally connected and motivated with her.
The question is how she can do it so effortlessly and the second question is why she wants to put extra effort even when it is not in her scope of her work? Answer to these two questions is one word passion for what she do and what she wants to achieve.
Amazing thing about Himani is she is tremendously good at level fixing – at times she will work hours and hours together rubbing shoulder with the subordinates making sure things are running as per the plans, guiding them and staying with them, sharing her experiences and navigating challenges together so that the whole process is completed on time with desired results. But on the other hand,at times, she takes the role of ruthless leader – hoping to get the best out her people, stretching them to exhibit the best hidden talent; waiting, so that they could climb the ladder of success with their own inner ability and talent.
That is why, each employee in her branch seems to have an unwavering self-confidence that stems from their up-to-date product knowledge, sound fundamentals of addressing core customer expectations and of course experiences of their manager. I found that they all behave like a brand ambassador of HDFC bank – expert in dealing with the customers – taking care of their needs and seems to have all time in the world to help them, they are almost like a independent consultants, taking full ownership of their work be it explaining new products and services or up-selling and cross-selling they are on it. They demonstrate full accountability for their work. If they don’t know they try to get answers for all the questions and they are never tired of explaining the product and services – always keeping smile and having unlimited patience.
There is one special thing that I noticed among employees, they seems to work in perfect synergy each and everyone is happy to go and talk to other – be It senior or junior and get answers to the questions that client is looking to get.
When asked to Himani how you could manage such a demanding branch manager responsibilities and at the same time keeping both customers and employees happy – which at times looks impossible? Her response was simple. She hold her ability to smoothly bridge the gap between people behavior and customer expectation. There is no rocket science. If it is good for the customer it must be good for the employees there should be no problem. This simple techniques has worked for her over the years.
Lastly she is very much attached to empowering women and she is the first one who strongly believes to come to the office on time and leave before 7:00pm so the work life balance does not get disturbed. This is such an important attribute and employees for all over the bank loves to work under her guidance.
This is a terrific exhibition of effective managerial qualities. She is successful in keeping the interest of bank, employees and customer all in the center at the same time. We at Anand Munshi Inc, wish Himan and to all her staff at HDFC Wakad Branch all the best and and congratulation on becoming a Real Life Hero to set an example for others to follow.