But there was another story brewing that got lost in the din. Taking fresh guard, Jagdishan, who joined the bank as a finance manager in the mid-1990s, was constantly brainstorming with his senior management team to use the current taxing phase as an opportunity to start with a clean slate—especially the technology platform. Despite being an insider, Jagdishan discovered a frightening gap between what he knew about the bank over the shoulders of his predecessor, and what he encountered sitting in the hot seat himself. Part of the reason was the pandemic, which swiftly changed customer behaviour, forced a remote workforce culture, tested the bank’s business continuity plan, and also raised fears of cybersecurity risks.
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