How India's banks are functioning despite the threat of COVID-19

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While sectors like Aviation, hospitality, retail, tourism have been hit hard by the pandemic, Indian branch banking has also become a challenge. India's banking system thrives on relations between customers and bankers. Customer-facing roles can prove to be a threat to employee safety. But banks have swiftly adjusted their business strategies and introduced measures for employees; safety. We visited a branch of Kotak Mahindra Bank in Mulund West in Mumbai to see how it's operating under the threat of COVID-19.

Story & pictures: Rachit Goswami

Rostering of employees has been done to make sure only 5-6 employees are required for the functioning of branch, which was run by 15 employees before COVID-19. This ensures minimum overlap of working space for the safety of employees.

Temperature of customers is checked with infrared thermometer and they are provided hand sanitisers as they enter.

Only four customers are allowed at a time inside the Branch to ensure safe distance between customers and employees. Tape marks and extra Chairs inside the branches are creatively used to maintain a safe distance of at least one metre between the customer and bankers. Queue manager is also around to implement social distancing.

Deep cleaning of common touch points like branch entry door, ATM touch pad, customer-facing desks, rest room etc are sanitised every two hours by housekeeping staff. Deep cleaning and fumigation/sanitisation of branch happens every fortnight.

Every branch staff member is equipped with hand sanitisers, face masks, gloves and face shields.

Earlier employees living far from branch would use public transport, but have now switched to private vehicles or car pool to reach work.

Customers are encouraged by the staff to do banking from home using Internet Banking for all essential banking services. This also reduces footfall in branches, reducing the health risk for everyone.

Bank has welfare policies to reimburse its employees and their family members for COVID-19 testing when needed, besides a comprehensive medical policy for employees and their family. In case an employee tests positive for COVID-19 or develops symptoms or is exposed to the virus, the branch is fumigated immediately, and employees at the branch are quarantined. Bank monitors the health of each employee who tests positive till they recover completely.