Bhavesh Zaveri on bank operations
From HDFC Bank presents #UntoldStories | Episode 1 feat. Bhavesh Zaveri · · HDFCBank
“During this extended lockdown, we have 95% of our branches operational and managing close to two lakh customer engagements daily, demonstrating the resilience and adaptability of our operations team.”
On , Bhavesh Zaveri, Group Head of Operations, ATM, Cash Management Product & Executive Director at HDFC Bank, spoke about bank operations during HDFC Bank presents #UntoldStories | Episode 1 feat. Bhavesh Zaveri on HDFCBank.
About Bhavesh Zaveri
In May 2020, Bhavesh Zaveri, Group Head of Operations and Technology at HDFC Bank, appeared in the first episode of the bank's "#UntoldStories" series. During the interview, he discussed the bank's efforts to maintain operations during the COVID-19 lockdown. Zaveri stated that 95% of the bank's branches were operational and that the bank was managing close to two lakh customer engagements daily, with 93% uptime across its 13,000 ATMs. He described the situation as "very unprecedented" and noted that the bank's initial focus was on identifying and fixing areas significantly impacted by the lockdown. Zaveri highlighted several operational changes, including reducing reliance on outside agencies and discovering "newer ways of doing things" that reduced task completion times from days to hours. He emphasized the accelerated digital journey, citing increased adoption of UPI, mobile banking, and contactless payments, and expressed interest in continuing to use a digital employee onboarding app developed during the lockdown. Zaveri also mentioned community support activities, such as providing food and masks to migrant workers, and identified agility and digital fulfillment as key learnings from the crisis.