Human resources is a vital component of any organization, yet its true significance often goes unnoticed. It’s not merely a realm of processes and paperwork but a driving force that empowers individuals to reach their full potential. Strategic talent management lies at the heart of HR, where the right people are meticulously selected, nurtured, and developed to align with the organization’s goals.
Believing in this philosophy, Hend Mahmood, Chief Human Resources Officer at Bahrain Development Bank, brings a wealth of experience and a passion for transforming the HR function into a strategic enabler of business growth. Over the past three decades, she has had the privilege of working in various HR functions across different industries in Bahrain, providing her with a comprehensive understanding of the progressing HR landscape and its critical role in organizational success.
Hend’s journey began in 1992 at Eskan Bank, a government institution providing housing financing to the citizens of Bahrain, where she started in an administrative role within the HR department. This initial exposure sparked her passion for the field, encouraging her to actively pursue professional development opportunities. With the bank’s support, she completed her degree in Business Management at the University of Bahrain, gaining valuable exposure to various disciplines.
Her dedication and hard work paid off when she was promoted in 2000 to lead the HR department at Eskan Bank. This was an exciting opportunity to manage a team and contribute to a significant transformation project. The bank underwent a strategic shift, requiring the reshaping of its structure, policies, and practices to align with the new vision. This experience honed her skills in change management and strategic HR implementation, solidifying her ability to navigate complex organizational transitions.
Seeking to broaden her expertise, Hend joined an investment firm in 2008, where she focused on developing robust onboarding protocols and establishing a comprehensive corporate governance structure. This role proved invaluable in equipping her with the skills to manage teams effectively, particularly during challenging periods.
Today, as the Chief Human Resources Officer at Bahrain Development Bank, she brings a unique perspective that seamlessly blends her extensive experience with a forward-thinking approach to talent management. She understands that in today’s rapidly evolving business landscape, the HR function must be proactive, strategic, and aligned with the organization’s long-term goals.
“Our role in HR is not just to manage processes and paperwork,” Hend explains. “It’s about understanding the bigger picture, anticipating future talent needs, and creating an environment where our people can thrive and contribute to the bank’s success.”
With her wealth of knowledge and desire to superiority, Hend is poised to lead Bahrain Development Bank’s HR strategies, fostering a culture of collaboration, continuous learning, and innovation – ensuring the bank remains at the forefront of its industry.
Let us explore her journey:
Bahrain Development Bank’s Enduring Legacy
Bahrain Development Bank (BDB) was established in 1992 and has since been a cornerstone institution supporting the Kingdom’s economic diversification and growth. As Bahrain’s sole SME-specialized bank, it plays a crucial role in empowering the MSME sector, recognized as the backbone of the economy.
For over three decades, BDB has served as a critical financial pillar for MSMEs, offering a comprehensive suite of financing solutions tailored to businesses at every stage of their journey, from seed capital to expansion. Beyond traditional banking, BDB champions entrepreneurship and facilitates company growth, including through its innovative digital solutions such as the ‘tijara’ digital banking platform.
A focal point for BDB is empowering female entrepreneurs through initiatives like the award-winning “Riyadat” Women Business Finance Scheme, providing dedicated financial support, training programs, and networking opportunities. The Bank also operates “Riyadat Mall”, a modern space featuring diverse female-owned retail outlets, restaurants, and entertainment options.
BDB’s success is attributed to its talented and experienced staff, alongside progressive and diverse leadership. Their industry expertise and solution-oriented approach empower the Bank to deliver a unique value proposition to its customers. In addition to financial services, BDB forges strategic partnerships with government entities, industry associations, and stakeholders to support a thriving SME ecosystem and propel Bahrain’s economic growth.
By integrating financial products with collaborative initiatives, BDB demonstrates unwavering dedication to driving economic diversification, fostering entrepreneurship, and cultivating a vibrant SME sector. Looking forward, BDB is executing a dynamic growth strategy aligned with the Kingdom’s Vision 2030 goals, prioritizing diversification, sustainable growth, and long-term prosperity. The Bank is actively investing in cost optimization and process engineering to enhance efficiency across all core business areas, committing to this transformational journey with utmost dedication.
Organizational Psychology and Coaching
Coaching has played a transformative role in Hend Mahmood’s professional development and leadership style. Her natural curiosity about human behavior, particularly within the workplace, fueled her exploration of organizational psychology. This interest led her to pursue a Master’s degree in Work and Organizational Psychology at Nottingham University in 2002. The program, grounded in both psychological and business perspectives, provided her with a comprehensive understanding of HR practices, including recruitment, performance management, training, and workplace culture. This experience fundamentally reshaped her approach to HR and employee relations.
Recognizing the power of coaching for leadership development, Hend earned her coaching certification in 2013. Her primary goal was to understand coaching methodologies and leverage them to cultivate a culture of continuous learning and self-improvement within organizations. Since becoming a certified coach, she has not only applied these skills to her own leadership but also equipped internal managers with coaching competencies. This initiative has significantly enhanced their ability to have effective one-on-one conversations with employees, fostering trust and stronger working relationships.
By combining her HR expertise with her passion for coaching and leadership development, Hend has had the privilege of coaching participants in government leadership programs. This experience has been incredibly rewarding, allowing her to empower emerging leaders on their journeys. Throughout her career, she has also consistently sought to mentor HR professionals at all levels, offering career guidance and support.
Strategy for HR Transformation
Hend Mahmood firmly believes that a successful HR transformation strategy requires a customized approach tailored to each organization’s unique context. Factors such as organizational mandate, size, culture, history, and future vision all play critical roles in shaping a transformation roadmap.
A key principle for Hend is to leverage existing strengths and build upon positive practices, fostering trust and reinforcing a positive working environment. Transparency is paramount in this process, encouraging employees to become active participants in the transformation journey rather than passive observers.
In her previous role at the Bahrain Airport Company, the transformation process spanned a longer timeframe compared to her experience in banking. The five-year strategy focused on cultivating talent alongside evolving infrastructure. Strategically recruiting talented young graduates and investing in their professional and technical development ensured they were well-equipped to assume critical operational roles at the newly constructed airport. Many of these individuals now hold senior leadership positions at the Bahrain International Airport, underscoring the success of this strategy.
At BDB, despite the team being relatively lean, the impact on the Kingdom’s economy is significant. The organization needed a strategic shift to remain competitive in an innovation and technology-driven landscape. Initiating with a comprehensive review of the current state, leveraging findings and future vision defined the pillars of their transformation strategy. Their aggressive three-year plan incorporates robust mechanisms to achieve strategic and operational objectives annually.
One of the central pillars of this strategy is “People & Culture,” which Hend leads. Her focus is on developing a highly competent, customer-centric, and deeply engaged workforce, aligning with strategic objectives.
Initiatives to Improve HR Practices
During her year and a half at BDB, Hend Mahmood has spearheaded several key initiatives aimed at enhancing HR practices and driving organizational alignment.
Firstly, she led a comprehensive restructuring effort that involved streamlining existing functions, introducing new ones to address future needs, and strategically optimizing operational frameworks. To support this transformation, Hend assembled a highly qualified executive team comprised of experienced bankers. Concurrently, she aligned various HR systems, including compensation and engagement programs, to effectively meet the evolving needs of the organization.
A significant focus area under Hend’s leadership has been on leadership development. Clear policies were established to empower leaders to make decisive and impactful decisions. Collaborating with an external consultant, she designed a rigorous six-month leadership development program incorporating diverse learning models and tools. The first cohort successfully graduated, and preparations are underway for the next group to begin the program.
Employee engagement has also been prioritized during her tenure. Starting with a baseline engagement index measurement, Hend and her team developed targeted initiatives aimed at enhancing employee commitment across the organization. Future efforts will concentrate on nurturing emerging leaders and cultivating a digitally proficient workforce to ensure BDB maintains its leadership in the banking sector.
Strategies to Foster a Positive and Productive Work Culture
At BDB, the organization cultivates a positive and productive work culture with a clear focus on its people as the most valuable asset. This philosophy, integral to their long-term people strategy, forms the foundation of all HR practices. Several key initiatives are employed to reinforce this approach.
Continuous learning and development opportunities are prioritized to nurture a growth mindset among employees. This empowers them to drive growth and create value for MSMEs, ensuring agility and adaptability in a dynamic environment. These efforts strengthen the organization’s internal excellence.
To foster a collaborative and merit-based culture, BDB is realigning its operating model and internal processes. This initiative promotes teamwork, knowledge sharing, and recognition of contributions. Employee well-being is a cornerstone, ensuring a motivated, engaged, efficient, and productive team united by a shared passion for achieving business outcomes.
Diversity and inclusion are fundamental pillars of BDB’s HR policy, actively promoting an environment where equal opportunities enable progress and contribute to a vibrant workplace.
Moreover, BDB places a strong emphasis on training and upskilling initiatives to maintain a digitally-ready workforce ahead of technological advancements. This commitment ensures that their team possesses the necessary competencies to thrive in today’s rapidly evolving landscape.
Beyond seasonal initiatives, BDB maintains a long-term vision that prioritizes the development of its people, fostering a work environment where every individual feels valued, empowered, and equipped to contribute effectively to the organization’s success.
Biggest Challenges
In this region, HR professionals faces several significant challenges that impact organizational operations and HR strategies. A primary issue is the misalignment between workforce requirements and the availability of talent. High turnover rates in HR are exacerbated by a trend towards frequent job and career changes. Many companies are increasingly relying on outsourcing or part-time workers rather than full-time employees. Offering competitive remuneration and meaningful experiences poses further challenges. Resistance to change is also prevalent in this dynamic environment, necessitating a comprehensive plan for effective implementation.
The current dynamic business environment requires HR professionals to navigate a complex landscape where skills gaps emerge due to rapid technological advancements, and retaining employees proves challenging amidst a culture of job-hopping. Competitive compensation packages are difficult to sustain, given the shift towards outsourcing and part-time employment.
At BDB, these challenges are met with proactive strategies. Continuous learning and development are encouraged to bridge skills gaps, while a culture of engagement fosters employee retention. Comprehensive total rewards packages are offered to attract and retain talent. Transparent communication plays a crucial role in managing resistance to change effectively. To appeal to the next generation of talent, BDB emphasizes its societal impact, explores flexible work arrangements, and provides ongoing learning opportunities. By remaining proactive and adaptable, BDB creates a supportive work environment that empowers top talent to thrive despite external challenges.
Key Skills
Successful HR professionals possess a core set of skills that are essential regardless of the specific needs of their organization. Strategic thinking and business acumen are crucial to ensure HR strategies align effectively with organizational goals. Skillful communication plays a pivotal role in building trust and navigating complex situations within the workplace. Problem-solving abilities are essential for addressing the various challenges that HR encounters on a regular basis.
Change management expertise is particularly valuable in today’s dynamic environment, enabling HR professionals to foster adaptability and manage transitions effectively. Advocating for employees while balancing the organization’s best interests demonstrates effective leadership in HR roles. Leveraging data for informed decision-making and embracing technological advancements are also critical in driving HR initiatives forward.
Additionally, compassion and emotional intelligence are fundamental for cultivating strong relationships within the workforce, promoting a positive and supportive work environment.
By continuously developing and refining this multifaceted skillset, HR professionals not only meet the diverse needs of their organizations but also position themselves as invaluable assets capable of driving meaningful change and fostering organizational success.
Testimonials
Hend Mahmood has received commendations from esteemed colleagues and industry professionals for her leadership in HR strategies and organizational management. Kevin Caron, AVP at ATS Learning, praises her approach to HR strategies, highlighting her dedication to successful delivery and effective change management within the industry. Patrick Cuschieri, Aviation Security Consultant at Qatar Civil Aviation Authority, commends Hend’s professionalism and personal involvement in addressing HR issues, emphasizing her commitment to every staff member regardless of their role.
Yaser Aljar, Financial Advisor and Former CEO of INOVEST, acknowledges Hend’s team-building efforts and problem-solving skills, noting her adeptness in handling challenges and adhering to best practices. Gordon Dewar, CEO at Edinburgh Airport, recognizes Hend’s ability to balance business needs with ethical personnel management, emphasizing her commitment to people development and stakeholder engagement.
These testimonials underscore Hend Mahmood’s ongoing commitment to excellence in HR leadership and her dedication to fostering a positive and supportive workplace environment for all at BDB.
