“Set the tone from the top … in-person interactions are essential to how we lead and deliver for our customers.”
Context
In a recent internal memo to senior leaders, UK-listed banking giant HSBC emphasised the need for stronger in-person engagement. The message, sent to managing directors, urged them to “set the tone from the top” and stressed that “in-person interactions are essential to how we lead and deliver for our customers.”
From October, HSBC managing directors are expected to be in the office at least four days a week. The move comes as hybrid work policies continue to evolve across the financial sector, with many banks seeking to balance flexibility with client service and organisational culture.
Meaning
The memo underscores HSBC’s belief that physical presence is critical to leadership effectiveness. By instructing its most senior leaders to spend the majority of their working week in the office, the bank is signalling that face-to-face interactions build stronger relationships, enhance collaboration and support more effective decision-making.
The phrase “set the tone from the top” points to the expectation that leaders model the behaviours they wish to see across the organisation, influencing both culture and performance.
Implications
For HSBC’s workforce, the directive may be a precursor to wider attendance expectations across other levels of the bank. It also reflects a broader post-pandemic trend in financial services, where major institutions are reasserting the value of in-office work to maintain competitive advantage.
Observers note that while hybrid arrangements are likely to remain, organisations are increasingly defining clear parameters for when and why staff should be physically present. For HR and workplace leaders, the memo reinforces the ongoing challenge of aligning business needs with employee flexibility in a way that supports both productivity and engagement.
