One Day at PSG (Payment Services Group) - HBL

“Sometimes, you just want to see the person who makes you smile, even if it means waiting” – and staying one more day in Karachi, missing your CP graded class at uni.

 The day I long waited for, had finally arrived. It was a beautiful Monday morning. Although I hadn’t slept well that night, but welcome to the reality! This is Karachi. The fact that I woke up alive the next morning, was pretty much a blessing.

I woke up early to go to office. Even though it meant being in office for just one day, Monday still had its devlishly charm on me. I got ready, and Faiq the ever great, had me set on the passenger seat. If you know Faiq and never experienced him driving you anywhere, you have missed on a great deal!

We reached the HBL Plaza in what seemed like half an hour. We took the executive elevator. It was awesome! It was like, you go up and up and you think the elevator may stop any minute, but it just doesn’t. even after you see all the buildings of Karachi, and the sea, and beyond, it just doesn’t stop. Once you are majestically high in the sky, it stops somewhere. I thought to myself that HBL could pretty much get into entertainment business, showing tourists the whole of Karachi – if banking happens to get obsolete one day ;)

Up on the 19^th floor, is the Payment Services Group, which Faiq Sadiq heads. Faiq was just back from a two-week long overseas trip, so when he entered the office, everyone got excited. I secretly envied him for how much his team loved him. He had brought these small souvenirs with him from China, and he asked all the girls at PSG to come and claim their share. They rushed to his office, arguing who is going to get what, without even saying “hi” to Faiq (Explains pretty much about girls J ) Since I happened to fit in the definition of “a girl in PSG – for a day”, I got my share of gifts too, which felt pretty good – after all, I am a girl! (just in case you didn’t know)

The layout at PSG was pretty open. And everyone had custom designed their own work station. PSG employees seemed to have this crazy obsession about souvenirs. The girls in particular, had a huge number of dolls and teddy bears on their stations. But that didn’t surprise me as much as the guyz having dolls on their station. i liked it that way because it had set the tone for a friendly environment.

I met all the friends I had made at PSG during the Team Xpeditions, and it was really nice to see them. But soon after, I got bored! Everyone at the working station doing their job and I was, well – just there, with no purpose. I asked if I could do any work, and I felt silly at the request because what could I do in a bank anyway? I did not even know what Payment Services group technically did for HBL or how was it different from any other department.

Rabeya Naeem, a charming lady of PSG and a good friend, gave me a big folder, contained the agreements HBL had signed with different companies to provide God-knows-what kind of services. She asked me to put them in alphabetical order. “This I can do, at least”, I thought to myself. Later when I was done, Mansoor Bawa, who is a techie guy, gave me a mini training on how the Canteen Management System worked. After a while, Nida from Cash Management dept (I honestly don’t know what that is) asked me to punch some kind of service agreement papers. It was pretty long document. I wondered if the people who sign that huge document actually read the whole thing? Or they just trust that everything written in there is fair?

I then started interviewing everyone at PSG. I wanted to know of their opinion about HBL, PSG, their colleague and work in general. And what I heard from them, was very interesting.

Everyone at PSG, made sure I understand that PSG and the rest of the departments at HBL were very different. “it is a very fast-paced department”, they said.

The PSG team also emphasized on having the “family feeling” at work. They explained that the team members were supportive of each other. They also said that working at PSG was pretty challenging, progressive and demanding. “Although extremely challenging, but I love it that way, and I love working here” one of them stated, “if my work stops challenging me, I will leave the next day. But that doesn’t quite seem to happen in PSG, not any time soon”. Another said: “it is NEVER boring at PSG”. A lady commented on the how the challenging nature of the job helped in her self-development “I discovered skills I never knew I had”

One employee was critical of the culture at PSG. He believed that the reward had to be result oriented, and more opportunities should be given to the middle management, and that the skill set of middle management is not where it is supposed to be. He also said that there was more job security at HBL, and the trust in top management was high. I told him that he is probably not in the right company, and maybe he should work somewhere else with different culture. (secret :) )

Two newly hired management trainees happened to be present that day at PSG. They said they liked the supportive and friendly environment so far, and that the management trainee program of HBL is the best in industry. A lady who was sitting there having nothing to do for a while, appreciated at how Faiq took a stand for her and told the team to pay attention to the new hired team members.

Most employees spoke very highly of their boss – Faiq. He is vibrant, appreciative, challenging, encouraging, motivating, and full of energy – were the attributes his team members gave him. A senior employee stated: “in my 25 years of service, I never had a boss like Faiq”.
They also spoke of his capabilities and how he was bringing in a change and creating such a hype in the banking industry:

“the PSG at HBL is very different from other banks”
“Faiq’s involvement makes a lot of difference. Xpeditions end silos; it doesn’t happen in other banks. People are very inspired here”
“it is so dead in other banks. I feel a “life” at PSG, and Faiq brings that life”
“he is hyper. And he wants to do things NOW! I, however, want to take my time. I think Faiq and I make a great team, because we are totally the opposite of each other” – a senior executive

Some even said that the only reason they worked at PSG, was because of Faiq. I asked them what will they do if Faiq one days decides to leave PSG? “if he leaves PSG, I will resign the next day”, one of them stated. “if Faiq leaves, someone else will come. But as they say ‘you can replace a man but not his efficiency’”, a middle manager commented. Another newly hired employee said: “I came to PSG because of Faiq, and chances are high that I would leave if Faiq leaves”

This made me wonder what will REALLY happen to PSG, if Faiq happens to leaves. I mean, if that ever happens!!!

Overall, I loved how everyone took care of me at PSG. I did not expect such an open and friendly environment. I don’t know whether it was the Karachi effect, or I was hungry, but I loved the food at HBL canteen! And needless to say, the majestic building makes you feel high ;) if you ever visit Karachi, try your way into HBL Plaza somehow – perhaps by making a friend in there. The executive elevator is one heck of an experience!

And…

“I will always wait, because you are worth it” – Anonymous