Tanmi Haque’s approach to Leadership and Life
By Neha Shamim
A dynamic leader who exemplifies the art of balancing leadership with purpose, Tanmi Haque, has her own unique way of driving success. In 2022, she was entrusted by HSBC Bangladesh to head the Wealth & Personal Banking division, making her the first female Head of Retail Banking in the country. Her journey spans over two decades of experience in the financial industry, with a diverse experience ranging from Corporate Relationship Management and Compliance to Retail Banking and Development Banking. Born in Dhaka, Tanmi’s initial stages of life were spent in Oman and UAE, where she attended school from Grade One through Ten. She completed Bachelor’s in Business Administration from IBA, Dhaka University. Later in life, she also studied in Australia and lived in Malaysia for two years. The sum of these global experiences nurtured her appreciation for cultural diversity and adaptability, traits which have become integral to her leadership style.
Since taking on her role at HSBC Bangladesh, she has been at the forefront of driving initiatives aimed at fostering sustainable growth in the retail wing of the business, with support from a team of about 200 dynamic professionals. Tanmi and the team share a common ambition to set a benchmark for excellence in Affluent Banking. HSBC’s retail banking services in the country include tailored solutions designed for the affluent and emerging affluent customers, with a particular emphasis on Non-Residential Bangladeshis, and students aspiring to pursue higher education abroad. Tanmi firmly believes that providing simple easy-to-understand banking solutions is imperative to customer experience. Much of her efforts have therefore been around ensuring that the financial processes for the customers are relevant, personalised and seamless ensuring a smooth banking journey.
You’ve held a range of leadership roles across prestigious institutions like HSBC, Standard Chartered, IFC, and Ameri can Express. What major insights have you gained from these experiences that you bring to your role at HSBC today?
During my two-decade long career, one learning stands out: “Don’t judge yourself solely based on how you are assessed in a particular role, or in a specific phase.” Throughout my career, I have witnessed several instances where professionals who initially struggled in one position, subsequently thrived, and exceeded expectations once assigned to a di fferent role. Conversely, individuals who got promoted but were unable to adjust to the skill sets required for their new roles. Therefore, it’s essentially about how one adapts to the requirements of a particular role or a situation. Also, I believe, a long-term view on career is key to building resilience.
Could you share some challenges and successes from your journey, particularly in wealth management and personal banking over the years?
One standard characteristic of any Retail Banking organisation is the increasing distance between a leader and customers as one ascends the hierarchy. Organisational structures often demand that a significant amount of a senior leader’s time be devoted to managing teams and stakeholders, leaving a constrained window for direct customer interaction. But obviously, any strategising would need a good under standing of customer needs as a primary step. Therefore, I believe, in Retail, it makes sense for leaders to dedicate attention to feedback from frontliners/ Relationship Managers (RMs), who represent the brand to the customers. While senior leaders like us may be adept at understanding overall market scenarios and trends, the most effective strategies are drawn when the perspectives of RMs are brought to focus. One of my mentors had taught me that often the most invaluable insights come directly from frontliners, as they typically have the closest proximity to Retail customers. And I always try and adhere to that wisdom.
What aspects of working at HSBC do you find most rewarding or fulfilling?
Being able to work in an organisation that fosters an employee-friendly environment and represents a strong value-driven culture, is exceptionally fulfilling. Globally, HSBC stands out as a leader for not only for its financial expertise but also for its commitment to its value pillars. This organisation takes an unwavering stance on pertinent workplace issues, constantly demonstrating its dedication to upholding integrity at workplace. We continually strive towards building an inclusive culture, ensuring that our colleagues believe that their voices are heard, and opinions valued. We conduct employee surveys to maintain a pulse on workplace sentiment, which allows them to provide unfiltered feedback, and gives us an important overview of where we need to invest our attention. In my role as the Head of Wealth & Personal Banking, I feel proud of the Retail function’s unique positioning and niche strategy in the banking sector, honing its expertise in catering to the needs of affluent and international clients. This targeted approach is aligned to HSBC’s super power of “international” but and furthers our mission of “Opening up a world of opportunity”. Bangladesh is a rapidly developing market, characterised by young, resilient, and more and more, an internationally connected population. HSBC Bangladesh aims to be a trusted financial partner – be it an affluent customer seeking safety of their hard-earned savings, or a student seeking international education or an expatriate working abroad. It is rewarding to be associated with an organisation that has a clear strategic vision and an authentic commitment to its customers and employees.
What specific customer needs does HSBC Select address, and how have clients responded to this initiative so far?
We have numerous players in the financial sector, all of them striving to provide the right customer experience. The question really is: when there are so many players competing for the same group of customers, how can one bank truly differentiate itself? At HSBC, the way we like to position ourselves is to specifically grow our expertise in dealing with wealth management and international banking needs of personal clients. Our global standing provides the assurance encapsulated in a well-trusted international brand. As customers build their wealth, they grow an affinity to institutions they can trust. Aspiring individuals with ambitions for themselves and their families, are often starved for time. Therefore, a key need for these customers is having a trustworthy advisor who can simplify banking jargons and offerings – this is where our RMs play a crucial role. In addition, HSBC’s International Debit Card serves as a useful and reliable travel companion for customers who have to cross borders, be it for work or holidays. When it comes to banking facilities for their families, one will naturally demand the very best. This is where we place special efforts on making International Education services and Cross-border payments as convenient as possible. So, if you ask me, what need in the market is HSBC fulfilling – it’s the guidance and the personalised approach to banking that these often-busy individuals direly need.
With HSBC’s NRB services, what are the main ways you support thebanking needs of non-resident Bangladeshis? How has HSBC adapted NRB o erings to address the unique financial goals of Bangla deshi expatriates?
HSBC has excelled in providing seamless banking solutions for Non-Resident Bangladeshis (NRBs) by leveraging its global network and under standing of their unique financial needs. As a globally recognised brand, HSBC offers consistent banking experiences across borders, ensuring familiarity and continuity of service for the globe trotters. HSBC’s Relationship Managers, a 24/7 Contact Center and an easy-to-use Mobile Banking App brings in effective and timely assistance. To elevate the NRB experience, HSBC provides exclusive benefits such as interna tional lounge access, airport meet-and-greet services, and convenient pick-up and drop-o facilities for travel to & from the airport. HSBC prioritises transparency in the remittance process, allowing NRBs to track pending transfers and receive remittance incentives swiftly. HSBC’s strong commitment to compliance and governance reassures NRBs that their wealth is secure, regardless of where they may be residing. By offering these tailored services, HSBC empowers NRBs to achieve their financial goals with confidence and ease.
What personal interests or hobbies do you pursue outside of your demanding career, and how do they contribute to your work-life balance?
I am a mother of two teenage girls – and spending quality time with them is something I immensely enjoy. It is one of the most rewarding and blessed aspects of my life. As they continue to grow older, I feel incredibly lucky that I am able to create deeper connections with them, exchange our daily experiences and build a mother-daughter relationship with each of them. My older daughter is an avid reader, who will sometimes share intriguing articles with me, allowing us to have thought-provoking conversations. Meanwhile my younger daughter’s passion lies in art. They provide me with their own lenses with which to view the world and it is often a refreshing contrast to my daily work life perspectives. More importantly, they keep me grounded and they don’t hesitate to remind me that I am their mother first, and then a banker (or whoever!) once I walk through the door of my home. I must mention, there’s an effortless bond and a level of empathy that I enjoy with my husband, who has also worked extensively in the financial sector. We make an effort, just the two of us, to go for long drives during the weekend, so we can wear o the week’s stress by indulging in our favorite songs on our ride. And finally, my weekends feel complete when I am able to visit my father and share a meal with him. Our dearest pastime is to reminisce the stories of my late mother, who has had a significant influence on me as well as my two sisters to pursue demanding careers. My family is my safe haven; their support gives me the constant boost of energy I need in my life. A successful career As she looks to the future, Tanmi is poised to continue making a positive impact, both professionally and personally. Her story is a continuous reflection of a successful career path, where authenticity, integrity, and resilience are blended in.
