Piyush Gupta, leader of Southeast Asia’s largest bank for the last 13 years, has seen his fair share of crises including repeated service outages in recent months. He tells CNA’s Work It podcast hosts Crispina Robert and Adrian Tan how he tackles these challenges while avoiding a blame culture.
For CEO Piyush Gupta, rather than running for cover, he chooses accountability instead. The veteran banker said inthat he is a big believer in what former United States president Harry Truman had on his table, which said: “The buck stops here."
Each year, he sets aside about eight projects he drives personally – rolling up his sleeves and drilling down into root causes. Bank outages like the ones DBS experienced are an example of an “unplanned” project, Mr Gupta said. "It's very easy to start beating up on people … frankly ... a lot of companies and environments have a blame culture. The minute you start beating up on people and create blame, then you start getting bad outcomes because it makes people fearful,” the DBS chief said.
When people have changed in their personal lives, why do we think they can't change in a company? I have this big belief that the problem is not with human beings; the problem is with the company.”When you've seen the bottom of the barrel, which is what I thought I was seeing , it changes your outlook. It changed my appetite for risk. At the end of the day, the change is so rapid and change is accelerating ...
And the reason I came back to banking was no longer because I wanted to build a career. I came back to banking because I figured this is a subject I know well and I enjoy it, and I think I can make an impact.My leadership style has evolved … We have got to recognise that there’s been a shift. Human memory is not that important anymore because you can go find out, as long as you know what to look for.
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