Overview:- Ashish Shukla manages the onboarding and learning of 40,000 employees from 128 different locations speaking multiple languages. Find out how his company has managed this massive operation through a learning management system and seamlessly, so.
HCMG:- Hello, and welcome.
Ashish Shukla:- Hi
HCMG:- We are so glad to have you here. Will you please introduce yourself for our viewers?
Ashish Shukla:- Hi everyone, my name is Ashish Shukla and I’m working as a senior manager for developing content for SBI card and I have a work experience of eight years more than eight years working in financial industry.
HCMG:- Thank you so much for coming. So, today we wanted to talk to you about how an LMS can also function as an ERP tool and because you have such an extensive experience in handling human resource, so, first please tell us that what were the challenges you were facing while managing resource
Ashish Shukla:- Oh, so, I mean, before I explain the challenges, I will have to explain the environment of SBI card here. So, we are spread across 148 cities of India and the cities includes “grade A city” “grade B cities” “grade C cities”, we are even operating from the places which are very remote from the main city areas and our sales force is located in all these places. And we will also have to understand the kind of resources we are hiring.
So, we are hiring typically people who have just graduated or maybe they are pursuing their graduation, they are not very elder people, they are just 20-21 year old people who have just maybe started their jobs. Now, we understand right the mentality of these people, they are very young, they are very fragile in nature, they are very, you know dynamic towards the opportunity they receive in today’s market and which are which are which there are a lot of opportunities in the market.
So, the challenges which we were facing was that that we had a very, you know, geographically widespread in terms of human resource allocation, and also the kind of population we were getting somehow stabilizing them with the SBI card. So, we have to first reach them irrespective of where they are located. And we have to enable them with the learning and development we are having so that they feel secure and they understand the kind of career they are going to get with us. So, and the third issue was the language and the fourth issue are Internet bandwidth, because people from these from these like age brackets are not who are not earning also, yet this is their first job maybe. So, they are not you know, using any postpaid connections or anything where they you know, get a lot of internet bandwidth. So, reaching to those people ASAP, at their convenience was a big challenge for us.
And, and let me tell you the count of these people is more than 40,000 at SBI card, and all these 40,000 people are not on the role of SBI card, they are on the third-party payroll. So SBI card also was facing a lot of challenges in terms of tracking those people. So, if there are thousand people joining on maybe some remote area of India, it would be it was very difficult for us to you know, track them if they have joined. And if they have joined, we had to reach them immediately with whatever learning and development programs or training programs we have. So, these were the challenges we were facing with SBI card.
HCMG:- So with that number of people, that is a huge number of people. Please Now tell us like how did your elements help you, you know, change this scenario help you find solution to these problems that you’re having.
Ashish Shukla:- Okay, so my first challenge was the spread the kind of spread we were having in terms of geography. So, we introduced an LMS, which was a mobile based application. Now, not every sales executive who was joining SBI card might be having a laptop. So, we since this LMS was a mobile based application, everybody can install it on their mobile phone on the day one. So that’s how we overcome the first challenge.
The another challenge was to you know, enable them with our kind of programs we have the training modules we have, so we can, you know, immediately upload all our training programs on the elements and we can reach them on like day one itself. The third challenge was the language because somebody is joining in maybe Kerala he speaks Malayalam somebody is joining in Tamil Nadu he speaks only Tamil. And so that that that the kind of even people joining in Maharashtra and remote locations, they are not very well versed in the Hindi. So, we had to reach them with some Marathi content. So, we were creating all the content in these vernacular versions, and we were reaching them with the help of our LMS. And so that’s how we overcome the thirdchallenge
The fourth and major challenge was with us to track those people if they have joined the organization or not. And that’s where the LMS played a key role for us. So we integrated the LMS with our internal HRMS portal, and we put on few process changes in the induction training program, so we, you know, implemented changes, like everybody who’s joining, the organization will first go through the induction program, and we were tracking all those induction program on our LMS. So, everybody who’s joining the SBI card now, first will automatically his employer ID will be created on HRMS and automatically it will be pushed to our LMS.
So now LMS knows that Okay, these many IDs have been pushed, that means on this particular day, these many people are supposed to join. Now my trainer will create the classroom training on LMS and will add those participants on those classroom trainings. And on day one of the induction training program, which is the date of joining as well for those people, he will be able to know that Okay, these many people have joined, and these many people have not joined.
For people not joined, he will mark absent for people joined he will mark present and that’s how my organization also knows now that okay, if thousand joining, we were expecting out of thousand people 800 people have joined and 200 people have not joined. And now we can we have a perfect tracking of people that okay, 800 people have joined at these locations. And these are the training models I should go with to them. And I can track, and I can plan and execute their learning plan as well. So that’s how this LMS played a key role in terms of tracking those people because that was the base. If I don’t know how many people have joined, I would have no plan. And even if I have a plan, it’s for no good actually. So that’s how LMS was like a bridge between those people to Head Office of SBI card.
HCMG:- Can you tell me a few other examples how your elements helped you reach this dispersed workforce that you have?
Ashish Shukla:- Yeah, so if anybody’s working in NBFC, would understand that NBFC as an industry is a very dynamic industry because we are not only impacted with our internal policies but external environment also affects us. So maybe some RBI guidelines comes and our whole internal process will get changed because of that any financial environment is affected due to any maybe international incident and our internal policy gets changed. So, we in terms of process change, gets a lot of you know, new updates, that now Okay, this was the process till 21st. Now from 22nd, this is what you have to follow, and we don’t get much window there. Because anything which comes needs to get implemented immediately.
Now, with the help of LMS, I can transfer that information to all my 40,000 sales executives on the field within like minutes in maximum two to three minutes, I can reach out to them. Okay, this is the new update we have received, there is a feature call announcement on the LMS I can immediately go there, I can put the two three liners there. And immediately a push notification will go to all the executives so it’s not that they will have to log in on MGurukul every day and check if a new announcement has come. No,it doesn’t work like that. It works like a WhatsApp notification when somebody text’s you, so you get a notification that Okay, there is a text, that’s how you get our notification through MGurukul. So, these small things are helping us a lot.
For example, if I have to give you another example. So, in NBFC the third most important pillar is mitigating the fraud because we don’t only you know, earn, if we have lent the money, it should come back as well. That’s where the business gets closed. And that is where this LMS comes into the picture. You know, if I have to train my people on fraud, I cannot just go to them, okay, you read these three, four guidelines and follow them, I have to check if they have understood or not. So there is a feature called survey on LMS.
I put a survey there, okay, and I, you know, executed like a declaration and I put a declaration I hereby understand that doing So will be you know will be a bridge to my process and I will be liable to do the consequences. And if and I give them two options I agree and I don’t agree on these small things helps me a lot by when RBI comes and Audit us, because they need these kind of declaration, whether you have checked the with people that they would do fraud or not whether you have debt taken declaration or not. And we I’ll just quote an example here recently, so we got a request from our SMT team that we need to get COC signed by the sales executive.
Now so far, it was not getting practiced at SBI Card. Now you cannot reach to all your 40,000 people like in one or two days and get COC sign but what we did, we uploaded the COC. And we asked all the people to get it downloaded from the LMS and signed it and submitted to your trainer. And we close that task in three days. So that’s the kind of timeline we are reducing with the help of LMS.
HCMG:- Thank you so much. This was like very, you know, practically oriented application of LMS and really nice to talk to you. We have a feature on HCM guru, where we take questions for the experts who come to our platform. So if we get a question for you, we are going to come back to you with those questions. Please do help us with that answer.
Ashish Shukla:- Yeah, sure. Anytime Indrabati.
HCMG:- Thank you so much.
Ashish Shukla:- Thank you. Thank you
Key Takeaway of the Interview:-
- LMS made remote onboarding easy.
- Mobile LMS solved accessibility issue.
- LMS integrated with HRMS solved tracking issue and made payment processing seamless.
- Implementation of updated rules and guidelines became faster.
- Managing huge number of remote employees became efficient making the LMS serve as an ERP tool.