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ICICI Bank automates HR with algorithms

Source | : By Mayur Shetty

Mumbai: Even as ICICI Bank migrates customer engagement to digital platforms, there is a quiet digital revolution taking place internally. Employee transfers are now decided by algorithms, senior manager appraisals are being done by aggregating app-based instant feedback from bosses, and data from canteen purchases is analysed to track employee health.
ICICI Bank MD and CEO Chanda Kochhar said, “For ICICI, HR automation has been around since 2000. Digitisation is what we have added on top of that by bringing in mobility, connectivity and straight-through processing of everything.”

According to Kochhar, if the bank wants its customer engagement to be digital, the channels that employees use internally should also be digital and mobile. “We believe that HR is a huge enabler for all our businesses. So if the enabling environment is not dynamic and agile, then how can the organisation be agile and dynamic?” she said.

ICICI Bank HR head T K Srirang said the lender has developed through partnerships and customised applications, which are not available globally. Employees can avail this facility through a mobile application. “We wanted an application that would enable a virtual amphitheatre of 80,000 people. But the only solutions available were webcasts or videoconferences,” he said.

While webcast addressed the one-to-many requirement, there was no two-way communication. Videoconferencing allowed two-way communication but could support at most 30 users. A Pune-based developer came with an out-of-the-box solution — a bridge between two applications. This led to the creation of iStudio — which enables Kochhar to address all employees, and those who wish to engage migrate to a videoconferencing mode.

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