UBS's Sabine Keller-Busse shares learnings about the future of work - Business Insider

Sabine Keller-Busse, UBS's chief operating officer, spoke to Business Insider in an exclusive interview.

An insourcing strategy enacted in India over the past couple of years helped UBS respond quickly once the nation's government began thinking about a countrywide lockdown. UBS's Sabine Keller-Busse sees a silver lining in this year's pandemic. Keller-Busse first took real notice of the pandemic in late January, when Chinese New Year travel and festivities were curtailed in that country's response to the pandemic. As one of the largest foreign banks operating in China, UBS has thousands of employees who were affected.

In response, a team of four operations people decided to try to automate more of the process. They took three days to build six bots to speed up some of the steps and remove workload from the firm's credit department. When India went into lockdown, UBS could move more quickly to equip its people with the right equipment and instructions than if it had had to rely on a third-party, Keller-Busse said. That success will likely speed up further transitions to insourcing, she said.

"Together with HR and technology, we created an onboarding process to help us hire and onboard people remotely. So employees get onboarded remotely from the home, but it's still compliant with labor laws, completing all the identification checks and everything else." "The real-estate footprint will be a consequence," Keller-Busse said. "We had already enabled people to work remotely for different reasons: an agile approach, people working from different places, millennials being more flexible, all kinds of things. So we were anyhow moving into a gradual work from home environment or work remotely environment. But that will now be expedited.

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