For HDFC Bank, the focus is on ensuring that scale, technology

Mobile apps and automated systems now handle much of what branches once did. More customers transact online; loan decisions are often supported by algorithms rather than paperwork at a counter. Yet at HDFC Bank, branches remain central to how the institution operates, particularly in semi-urban and rural markets. “We have primarily followed a branch-led model, especially in semi-urban and rural areas,” says Vibhash Naik, Chief Human Resources Officer at HDFC Bank. “However, there is a strong phygital presence of the bank to cater to different customer preferences.” That balance between physical reach and digital delivery is reflected in the bank’s people strategy. As banks deal with digital adoption, talent churn and shifting workforce expectations, HDFC Bank is relying more heavily on technology and data to manage its people systems. The approach helped the lender emerge as the winner in the Human Excellence category in the BT-KPMG Best Banks and NBFCs Survey. As the bank grows in size and complexity, HR decisions are being supported by analytics. “In hiring, the bank now uses AI agents to identify the right skill-role match through our Touchless Hiring process,” Naik says. The system helps match candidates to roles at scale while reducing turnaround time. The bank also uses predictive models to anticipate attrition. Workforce planning is supported by data built over the past decade, combined with contextual information to forecast staffing needs across cities and functions. But Naik stresses that technology is a tool, not a replacement. “We use AI tools, but the intelligence and intuitive ability of the human mind continue to be respected,” he says. Training and development are delivered through digital platforms and structured learning tracks. Real-time sentiment tools are used to track employee engagement and feedback trends. The aim is to identify concerns early rather than wait for attrition. For HDFC Bank, the focus now is on ensuring that scale, technology and talent depth move in step. @neetu_csharma

For HDFC Bank, the focus is on ensuring that scale, technology

At the BT Best Banks Awards 2026, HDFC Bank was honoured with the ‘Best in Human Capital Excellence.’