Banker Sayumrat Maranate is a staunch believer in boosting her team's morale so they are happy at work.
The executive director of United Overseas Bank's (UOB) Business Banking (BB) department in Thailand, who has been working with the bank since 2009, said a happy employee is a productive one. Such a mindset has played a huge role in improving the performance of her small and medium enterprises (SME) team.
"In the last couple of years, our department recorded very low staff turnover while our performance was ranked among the top in the region," she said.
She shared present and future plans for her staff countrywide.
"Some of the initiatives in 2014 were aimed at fostering teamwork, including 'Proud to be BB', in which I gave chocolates with thank you notes to all staff on Valentine's Day to help them feel appreciated," she said. "In 2015, I initiated 'One Friday'. This basically rewarded best performers with one Friday off work and the opportunity to pick one senior executive to help do their household chores.
"In April, new employees in our department will receive cuddly toy bears, while the rest will receive back pillows in the shape of bears. This is a gesture to show that senior staff will support newcomers."
Being there through thick and thin for each other has helped develop devoted employees. Due to the sluggish economy last year, many of her staff missed their targets. Department heads in general do not generally sympathise with staff in such a situation, but Sayumrat opted for a compassionate approach.
"I always think of my subordinates as part of my extended family, so when they make mistakes, I give them a second chance," she said. "When it comes to a sluggish economy, we should not just focus on the key performance indicator (KPI), but also the circumstances that contribute to the failure. Every (sales) hub has weak performers. The question is how do we encourage them to address whatever is impeding them to perform better."
Sayumrat said that in some cases, staff who perform poorly are those with a mundane job, everything from scanning and printing documents to corresponding with other parties. She helps minimise menial tasks so they can focus on reaching their targets.
UOB HQ has thrown its support behind Sayumrat as she has never disappointed.
When the economy is in a downturn, there are some banks sceptical of lending to SMEs. However, she views this as an opportunity to lend a hand to fix a financial glitch that could enable businesses to survive and then thrive.
During major floods in late 2011 and early 2012, the banker sent her staff by boat to visit clients, assessing their problems and offering solutions.
"The crucial role in management is planning,'' she said. "And I consider looking after my staff as a step in that direction. Leading through example is important. I do not mind catching an early flight for an off-site visit and then getting the last flight to be with my nine-year-old son, putting him to bed. In fact, I am tired, but I enjoy my work. When I look into the eyes of my staff and see they are happy, I am happy for them too."
It is not surprising to see her surrounded by a large number of her staff during lunch. Referring to them as her "teammates", she gets updates on how they are managing on the personal and work front.
"I always advise my staff to have the right attitude towards managing people,'' said Sayumrat. "I tell my staff that while you can become a manager just for the sake of holding a management position and having subordinates, it is so much more rewarding to do so when you can look after them in a tangible manner, watching them excel in their work and personal lives."
Sharing the challenging aspects of her work, Sayumrat said it is important to motivate staff to build up the bank's portfolio and introduce suitable products for customers.
To reach department goals, staff morale is of utmost importance, she said, and she tries not to forget those workers who are already the best in the company.
"It is not the right approach to just put effort into beefing up the morale of poor performers," she said. "Good performers need to also stay motivated.''
