BABS: Managing Diverse Workforce in HSBC Malta - PME Report

This report explores the concept of personal and managerial effectiveness in the context of managing a diverse workforce, focusing on HSBC Bank Malta as a case study. It defines workforce diversity and discusses its benefits, such as improved market understanding, increased productivity, and enha...Read More

PERSONAL AND
MANAGERIAL
EFFECTIVENESS.

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
DISCUSSION AND ANALYSIS...................................................................................................3
RECOMMENDATION...................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................1

INTRODUCTION
Personal effectiveness means making use of all the resources such as strengths, skills and
time in order to achieve the desire goals in the limited frame of time. while on the other hand the
managerial effectiveness refers to the ability of a manger likewise motivating the subordinates so
that it can achieve the organizational objectives. In simple words it is a combination of two
words personnel and managerial skills that help an individual or the company to enhance the
overall business. This skill is very important for a manager for maintaining the healthy culture in
the company so that employee feel happy to work for the firm. In addition, to this it helps the
manger to understand the characteristics and behavioural traits of the individual.
The present report is based on HSBC Bank Malta that is a British multinational financial
services company. The organizational is a financial institution that deal in selling insurance with
the headquarter in Qormi. Along, with this the firm operates over 30 branch and office through
island of Malta and Gozo. Moreover, the company has various subsidiary such as HSBC
Assurance limited, life insurance Ltd. and Hsbc security service. The organization provide range
of services to their customer likewise digital banking, borrowing, investment, insurance and
everyday banking (HSBC., 2021).
Furthermore, the study will discuss on workforce diversity that can be defined as a similarity
and difference between the employees of the company on the basis of culture, physical ability,
caste and gender. The report will also examine the challenges face by the organization during the
diverse workforce. Last, the study will recommend about how the workforce can be enhanced by
the manager of the firm.
MAIN BODY
DISCUSSION AND ANALYSIS
Work force diversity is about how diverse is the working culture within an organisation.
It relates to the culture, background, race and other factors of the individuals working for the
company. Work force diversity determines the similarities and differences that are present
between employees on basis of age, gender, ethic background along with other orientation. The
organisations such as HSBC, working within the 21st century, workplace diversity has become an
important aspect concerning their business. This an information age within the corporate world

where the important assets of the company are its employees and every individuals working
towards attaining its goals and objectives (Cho, Kim, and Mor Barak, 2017). It is very
competitive for the organisation to attract high talents and therefore, they must work on different
ways that will help them in not restricting their ability to hire and retain the best employees that
are available to work for the company. Workforce diversity is about the policies and practices
involved within the prevailing constituency for the same. For the companies working in 21st
century business market must work on different factors that will motivate the companies to
diversify their workforce.
Moving in the 21st century is associated with a shift within the work economy and having
various barriers within conducting the business. Globalization is increasing and is making
companies such as HSBC to work on multinational level and hire the employees from various
backgrounds. Employing a diversified workforce adds an essence to the company and helps in
bringing employee quality and gaining competitive advantage. Diversity helps in producing
many benefits for the organisation (Lee, and Kim, 2020). One of the major advantage that comes
with diversity is that it helps in having better understanding of market at global level. There are
several viewpoints invested within the worm of the company and leads to higher productivity.
Company will generate more profit as the culture of the company will encourage its employees
to perform better and at their highest abilities. In the case of HSBC, there are customers coming
from different backgrounds and speaking different language, will require and demand for
customer service in that same language to have a better understanding of their needs,
requirements doubts regarding the products and services from the organisation. For the purpose
of marketing and advertising, there is a requirement of understanding customers across various
backgrounds and are important for the company to attain the desired success. Some of the
benefits of having a diverse workforce includes having a high level of productivity as the
organisation will take certain steps towards the welfare of the employees and offer them proper
compensation as well as employee appraisals (Garcia, and et.al., 2018). This will make the
employees feel being an important part of company regardless of their company and will stay
loyal towards the company to work harder thus, increasing its productivity and profits.
With a diverse work culture, there is exchange of varieties of ideas while working in the
team. When a single individual is working to perform a task, it will not be as productive as the
outcomes generated from whole team working on the same. Each member from the team comes

from a different background will put a unique idea and perceptive towards solving an issue in
effective way (Lang, 2020). This will help in generating the best solutions in the shortest time
possible. Diversity creates several opportunities that helps in the personal growth of the
employees, while being exposed to new cultures, ideas and perceptions. It will help each
individual to grow intellectually and reach out to attain a clear insight regarding the global
business environment. In addition to this, workplace diversity helps in strengthening the relation
of company with specific group of customers and having an effective form of communication.
The customer service department of the organisation plays an important role to help in gaining
customer satisfaction and making them stay committed to the company. The representatives from
the customer service can be paired with the customers from that particular location and speaking
the same language. This will make the customers feel at home when solving their issues with the
company's representatives.
Employees with their co- workers comes from various different backgrounds and diverse
working culture will bring uniqueness and their experience to the table. Gaining the knowledge
of diverse skills and knowledge with the help of cultural distinct employees will help in
benefiting the company by strengthening the productivity of the team and adapt towards more
changing conditions. Employees are the greatest assets for the company and without them
company cannot move an inch (Ohunakin, and et.al., 2019). Therefore, managing human
resources is an important issue for multinational organisations. In this modern era, the rate of
globalisation has increased along with privatization and liberalization that will view the change
within the workplace. Nowadays, females are contributing a lot towards the success of the
company and are working in equal ratios as males. Moreover, employees working within a
multinational firm will speak in different languages as they will be hired from wide range of
geographical background as well as difference in mindset. There may be some conflicts taking
place in the diverse working culture that makes is important to manage the diversity. It assists in
managing the policies and practices related to the organisational culture that will have a direct
impact on various groups working within the company. In addition to this, managing diversity
also helps in making appropriate changes to fulling the needs of diverse work force and
maximize the working potential of all the workers. A diversity sensitive perspective of the
company will help in managing the diverse work culture more effectively. Organisation plays an
important role for transforming the working culture of the place in a way that it will reflect on

various values within diverse workforce (Gojinetchi, 2020). Some important skills required for
this includes having an understanding as well as acceptance regarding managing the concepts of
diversity, identifying every aspect related to diversity and the management within organisation.
Self- awareness is important in determining own culture, identity and stereotypes while being
willing to challenge and change the institutional practices that are forming certain barriers to
diverse groups of the company.
Managing the workforce diversity within 21st century aims at maximising the capabilities
of all the employees and contributing towards the goals of the organisation. Taking such actions
will focus on different groups suffering from discrimination based on their race or gender and
will take action against legal necessity as well as social responsibility of the organisation.
Managing diversity will allow that diversity will work for everyone. Contribution of the diverse
workforce helps the organisation in being socially responsible as there are certain group that are
disadvantaged within communities and good diversity helps in avoiding this and assists in
maintaining good social responsibility for the company. It will allow such individuals to have a
break and earn a living as well as attain their dreams. Diversified workforce makes the company
work on certain initiatives such as welfare to work that can convert the tax users of the country in
being tax payers, thus, having an economic payback and supporting the organisation.
The labour pool in this modern era is very different when compared to the past as it is no
longer dominated by a certain group of people. Companies looking for having a competitive
advantage cannot allow any form of discrimination and practices that will restrict the ways of
attracting the best available talent present from this labour pool. In addition to this, many
multinational companies are under legislative mandates for being non- discriminatory within
their employment practices and provide equal employment opportunity for every individual
working there. There is a drastic change in the business climate within the 21st century. With
high workplace diversity, company can have effective ability to solve any issues while adapting
to the new and continuously changing market situation while identifying the new opportunities to
gain more capitalization in the international markets. All these reasons can show the importance
of diverse workforce on the company and having a distinct competitive advantage over the
companies that do not follow the same. Diversity and homogenous workforce will allow to have
increase in the effective communication and develop the external interactions within the

employees. This effective communication will resolve the communication barriers formed due
different working conditions such as remote working within the 21st business organisations.
Workforce diversity has helped in representing challenges towards the organization while
also building opportunity for the business to grow. Within this, modern business century, it is
important to value for the diversity within the workforce to ensure that company is successful in
attaining the strategic goals and having the complete utilization of its human resources. With the
increase in globalization it is hard for the company to sustain within the market without
managing and including diversity in its organizational culture. However, developing the diversity
within the workforce will take a longer time but will generate very beneficial outcomes for the
company.
Reason for work- diversity in the management is that it plays an important role in the
organization such as it allows the company to create a diverse culture in the business. The idea
behind workforce diversity is to make use of the subordinate’s skills and knowledge in order to
achieve the organizational objectives (Landry., 2019). Currently, the organization is trying to
expand their business locally and internationally so that it can best serve their consumer. That
will result in growing their business rapidly. Moreover, the organization can hire the candidate of
local region as it will allow the firm in connecting with their audience more and build a strong
relation with them. That will contribute in increasing more loyal customer for the business.
along, with this the organization can also can make diverse product as it will help them in
attracting more and more consumer.
Diversity management help in reducing absenteeism and employee turnover. In order to
control this factor company should not divide the team according to the caste, gender and
religion instead of that the wok should be distributed according the employee ability and
performance (Ihemadu and Atasie., 2019). Thus, it helps organization in managing the work
culture and environment. moreover, it motivates subordinates to work hard and accomplish the
company and personnel goal.
The another reason for managing workforce is that it helps in developing the pool of
talent within the organization. That contribute in increasing the creativity and wider the business
of the firm. Moreover, this allows the employees in learning new skills by sharing their life
experience with each other as well as enhance in developing innovative ideas. That will
contribute in solving the conflicts arising due to external and internal environment of business.

Every business wants that it has a strong relation with their employees for long term as
subordinates are very crucial part for the business (White and et.al., 2020).A healthy
environment is part of an organization that motivate employees to work hard. Thus, diverse
workforce contributes in increasing the job satisfaction.
Consequences of ignoring diversity can create many issues related to time, capital and
efficiency. The major problem can be conflicts within the organization that can create unhealthy
relationship that will lead inability of retain talented candidate of all kind. However, the
company has to investment in the training that will reduce the discrimination within the
organization (Bhatia., 2019). Moreover, the employees will not be willing to work in the boring
environment and due to that it will work less effectively. So the organization will not be able to
accomplish their desire goals and objectives. Therefore, diverse organization help in solving the
issues of the business easily and efficiently. For example: the employees should be treated fair as
there is a possibility that there are some subordinates that may not be able to read English and if
the company distribute the memo related to rules in English. Then that individual will miss out
the vital information regarding company procedure. Thus, it will consider as miss treating with
the subordinates as manager of firm should be aware of their subordinate problem. However, the
manager can call a board meeting or can orally explain the regulation in easy language so that
everyone can easily understand and no conflicts are created with them. Hence, it will be treated
as fair treatment with the employees.
There are certain barriers for accepting the work diversity likewise prejudice that can be
defines as unfair feeling or can be describe as bad attitude on basis of the membership of an
individual in the team (Spran and Mansor., 2018). Along with this, another threat will be
blaming the employee in front of other individual. Discriminating the subordinate on the basis of
its background or caste can also hinder the growth of the business.
RECOMMENDATION
Workforce diversity is very common in business the manager of the company should accept
that there will be problems that will rise from it. So in order to reduce that there is some
recommendation that are mentioned below which will help organization in reducing its negative
impact on the business.
 The manager of the organization can make use of the digital technology likewise the data
analytical that will help the reorganization in knowing the issues and challenges face by

the subordinates (Dogra and Dixit., 2019). Moreover, the organization can make
application of the company where the employees can be asked about their mood and
reason related to it as it will give the organization an idea about the things going in within
the culture.
 It is to be recommended to the manager of HSBC bank that it can make use of training
and development as it will help the employees in gaining the knowledge about how to
behave within the organization. Moreover, educating employees about the values of the
company will help in building the healthy environment in the organization.
 It is to be suggested to the company that it can seek feedback from the employees and
their co- workers so that it can know about the barriers employee is facing related to the
working environment.
 The organization can conduct various activity for the employees such as picnic and game
programme as well as changing the team on monthly basis. That will result in making
strong relation with the subordinates(Hall, Ashkinazy and Penman-Aguilar., 2018).
 Manger should treat every employee on the basis of their work not on their cast, religion
or gender and appreciate them for their extra initiative in the task.
CONCLUSION
From the above the report it has been concluded that workforce is very important for
maintain the healthy relation within the organization as well as with the employees. Work force
diversity is also defining as similarity and difference among the employees in term of age,
culture, caste and religion. The present report will summarized about the advantages of the
work force diversity such as building innovation, lower employee turnover as well as finding
appropriate solution for the threats. That contributes in increasing the overall development of the
firm in the competitive environment. Moreover, it helps employee in learning various skills such
as communication and enhancing knowledge. The study has also depicted about the reasons for
adopting the workforce diversity such as it reduces the absenteeism that helps in increasing the
productivity of the employees and the business. Beside this it also dealing and understanding the
local customer that has resulted in building the strong relationship with customer and increase
their loyalty towards the organization. In addition, to this it helps in building the talent pool
within the organization.

Moreover, the study has also concluded on the consequence that organization face such
as cost, time and efficiency. As well as most of the employees face the issues such as
mistreatment that lower their moral. Furthermore, the healthy work environment helps the
subordinates in increasing their efficiency and job satisfaction that helps in building long term
relation with the firm. Lastly, the report has recommended the quoted firm in managing their
diverse workforce so that it achieve their long and short term goals in the limited time.

REFERENCES
Books and journals
Bhatia, S., 2019. Employees’ Perception and Workforce Diversity: A Study of the Banking
Sector in India. Research Journal of Humanities and Social Sciences. 10(2). pp.279-
285.
Cho, S., Kim, A. and Mor Barak, M.E., 2017. Does diversity matter? Exploring workforce
diversity, diversity management, and organizational performance in social
enterprises. Asian Social Work and Policy Review, 11(3), pp.193-204.
Dogra, A. S. and Dixit, V., 2019. Empirical Investigation of the Moderating effect of Workforce
Diversity on the Relationship between Leader Cultural Intelligence and Team
Performance. IIMS Journal of Management Science.10(1and2). pp.20-42.
Garcia, and et.al., 2018. Factors associated with medical school graduates’ intention to work with
underserved populations: policy implications for advancing workforce
diversity. Academic medicine: journal of the Association of American Medical
Colleges, 93(1), p.82.
Gojinetchi, V., 2020. The Importance of Cultural Diversity and its Effect on Organisational
Performance (Doctoral dissertation, Dublin, National College of Ireland).
Hall, J., Ashkinazy, B. and Penman-Aguilar, A., 2018, November. Workforce Diversity as a
Social Determinant of Health: Expanding Conceptual Linkages to Health, Health
Disparities, and Health Equity. In APHA's 2018 Annual Meeting & Expo (Nov. 10-Nov.
14). APHA.
Ihemadu, M. C. and Atasie, C. O., 2019. THE IMPACT OF WORKFORCE DIVERSITY ON
ORGANIZATIONAL DEVELOPMENT: A CASE OF ABIA STATE POLYTECHNIC
(2012-2017). African Journal of Social and Behavioural Sciences.9(1).
Landry, A. M., 2019. Workforce Diversity: Why It Matters and How to Get There. In Promoting
Health Equity Among Racially and Ethnically Diverse Adolescents (pp. 113-122).
Springer, Cham.
Lang, C., 2020. Workforce diversity policies in practice: drivers and barriers in local
administrations. Ethnic and racial studies, 43(11), pp.1961-1980.
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Lee, H.W. and Kim, E., 2020. Workforce diversity and firm performance: Relational
coordination as a mediator and structural empowerment and multisource feedback as
moderators. Human Resource Management, 59(1), pp.5-23.
Ohunakin, and et.al., 2019. The effects of diversity management and inclusion on organisational
outcomes: a case of multinational corporation. Business: Theory and Practice, 20(3),
pp.93-102.
Spran, K. K. and Mansor, M. F., 2018. A Theoretical Framework on the Effects of Workforce
Diversity Towards Organizational Creativity. Advanced Science Letters. 24(6). pp.4745-
4749.
White, M. J. and et.al., 2020. Current and historical trends in diversity by race, ethnicity, and sex
within the US pathology physician workforce. American journal of clinical
pathology. 154(4).pp.450-458.
Online
HSBC., 2021. [Online]. Available through < https://www.hsbc.com.mt/ >.
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