DBS Hong Kong creates spaces that transcend conventional work and banking environments
The bank’s Corporate Real Estate Strategy and Administration outlines plans that encourage staff and customers to ‘Live more, Bank less’
The trend towards hybrid work models and co-working spaces is changing how global professionals work. And how some organisations manage the demand for dynamic co-working solutions is by creating workspaces catering to a diverse workforce’s evolving needs.
Tapping into this initiative, DBS Bank Hong Kong is instigating meaningful change from within. Driven by its passion for people, DBS Hong Kong Corporate Real Estate Strategy and Administration – custodian of the bank’s real estate assets – began renovations of the eight office floors it occupies at One Island East in Quarry Bay in 2020.
“Almost half our lifetime is spent at work. We spend more time in the office than we do at home and more time with our colleagues than with our family members,” says Connie Liu, head of DBS Hong Kong Corporate Real Estate Strategy and Administration. “The logical corollary is that if people are happy at their workplace, it’s a win for the employer and also a win at home.”
Indeed, a healthy work-life balance is one of the most important factors influencing our happiness. So in addition to enhancing the customer’s experience, the bank strives to enhance that of its employees as well.
The Corporate Real Estate Strategy and Administration team comprises professionals from diverse backgrounds and disciplines working in “four shops”, Liu says, including transaction and project management, facility maintenance and corporate services. “The aim is to build a flexible and innovative culture that meets evolving needs,” she says.
Similarly, DBS’ brand promise, “Live more, Bank less”, encourages staff and customers to live more fully. Open spaces, flexible furniture arrangements, wellness corners, social hubs and the DBS Learning Centre are just a few of the elements incorporated in the “JoySpace” – a term coined by Erwin Chong, group head of Corporate Real Estate Strategy and Administration – that promotes collaboration and well-being at DBS Bank Hong Kong.
“The first stage of our office transformation began on the top floor when the Covid-19 pandemic was in its early stages,” Liu explains. “Because employee safety was a priority, we experimented with touchless technology. In 2022, stage two began with a focus on sustainability as part of DBS’ wider drive to implement companywide good practices as we work towards net-zero carbon emissions.”
To engage staff, the team hosted a series of workshops, where, for example, employees collected coffee grounds to tie-dye cushion covers for use in the cafeteria, and created murals with recycled keyboard keys. One of the biggest projects involved 100 employees at a beach clean-up in Sai Kung, where they collected driftwood that a local artist used to create a sculpture that now sits in the bank’s social hub.
Certainly, curating a colourful, relaxing and comfortable workspace encourages creativity and helps foster a sense of community and collaboration. “However, all these initiatives were part of a transformational journey,” Liu says. “They weren’t just for sustainability’s sake, but part of an overall concept that encourages staff to expand beyond their comfort zone to grow their skills and knowledge. The success of our bank is about the success of the people. So we invest a lot – not just money, but resources and space.”
Approximately one-third of one floor at One Island East is dedicated to a learning centre. “It’s not a training centre; we don’t train staff,” Liu says. “Rather, we allow them to learn and grow. Our senior executives always say, ‘not failure, just not yet a success’.”
Built in 2024, the new learning centre acts as a dedicated space for DBS employees to expand their knowledge, enhance skills and stay up-to-date with the latest trends in digital, fintech and employee journeys. With collaborative spaces for knowledge-sharing, the centre also offers interactive workshops to facilitate continuous learning within the company.
This people-first approach extends to customer banking. The new state-of-the-art, hi-tech DBS Treasures Centre in Hong Kong’s Central district elevates the banking experience with a human-centred design approach, smart check-in service and a seamless online-to-offline experience at every stage of the customer’s visit.
The 15,000 sq ft centre features a modern, upscale design, including a sun-drenched atrium, a multifunctional lounge, circular “meeting pods” and comfortable furnishings in the bank’s trademark red.
“We designed the premises from a customer perspective,” Liu adds, explaining how the team created a “mock-up” of the space to gather client feedback before the renovations began. “Our consideration of every customer need – from the frosted-glass meeting rooms that ensure privacy to the circular tables that offer a sense of equality – enables an elevated experience that reflects the brand’s promise.”
From the tech-centric Treasures Centre to creative workplaces, the future of work and the customer experience will continue to develop and transform. By working proactively rather than reactively, Liu and her team believe DBS is at the forefront of change in Hong Kong. “I’m proud to say that we are well-prepared and future-ready. We talk to our end users. They know their daily needs, and we listen to them. Because our working environment is conducive to a rapid exchange of knowledge. People-centred design is the key to success.”