Maybank Philippines [KLSE: MAYBANK]

Mark Lord Limson

Over the past two decades, I’ve had the privilege of shaping human capital strategies across a wide spectrum of industries—manufacturing, FMCG, supply chain and logistics, and now, banking and finance. Today, I serve as the Senior Vice President and Head of Human Capital at Maybank Philippines, Inc. (MPI). I report directly to our President & CEO and have a matrix reporting line to the Chief Human Capital Officer at the Maybank Group in Malaysia. In this role, I oversee the end-to-end human capital strategy and implementation, ensuring our people remain at the core of our organization’s success.

Leadership Philosophy: People First, Always

One of the core philosophies that continues to shape my leadership style is the belief that exceptional employee experience will always lead to exceptional customer experience. Our people are our first customers. When they feel valued, engaged, and motivated, the ripple effect is felt throughout the organization and extends to our external stakeholders.

A clear example of this belief in action was during the COVID-19 pandemic in 2020. Despite the significant financial challenges, MPI chose to retain its entire workforce. This decision was not just about protecting jobs—it was a testament to our commitment to our people and the values that anchor our organization.

My approach is also deeply influenced by the ESG (Environmental, Social, Governance) framework. I strive to lead with the triple bottom line in mind: People, Profit, Planet. This commitment to sustainability is reflected in many of our initiatives. Just last month, our team travelled to Malolos, Bulacan, where we planted mangrove seedlings to help protect four island communities from potential flash floods. These actions reflect our belief that human capital initiatives must extend beyond the workplace and positively impact society.

Balancing Digital Transformation with Human Touch

There’s no denying the rapid pace of digital transformation in today’s world. The rise of generative AI tools like ChatGPT and CoPilot might seem like a threat to some, but I see them as allies. These technologies are here to augment, not replace, human capability.

“The future of HR lies not just in workforce planning or performance management, but in becoming a key driver of culture, innovation, and business strategy.”

In the banking industry—and particularly at MPI—it is crucial to leverage tools like AI, data science, and analytics to make faster, more informed decisions. We operate in a dynamic landscape, and while every decision may not be perfect, an agile mindset allows us to adapt quickly. Even if a decision fails, our ability to pivot and recover ensures we remain resilient. Technology enables speed, but it is the human behind the decision who steers the course.

The Evolving Role of HR in an Automated World

As automation continues to streamline transactional tasks, the role of HR is becoming more strategic and future-focused. The function must evolve from merely managing processes to optimizing human capital for business sustainability. The future of HR lies not just in workforce planning or performance management, but in becoming a key driver of culture, innovation, and business strategy.

In the next five years, I see HR professionals playing three critical roles:

• Business Partner: Collaborating with leadership to align people strategy with business goals, while influencing company culture.

• Relationship Manager: Fostering meaningful relationships with employees and stakeholders, enhancing engagement, and cultivating an inclusive environment.

• Data Scientist: Making data-driven decisions to proactively address challenges, assess needs, and ensure the right talent is in place to meet evolving business demands.

These roles require a shift in mindset—from gatekeepers of processes to enablers of transformation.

Words of Wisdom for the Next Generation

To peers and budding professionals in the industry, I offer this: HR may not always be the most glamorous function, but it holds the power to shape the very DNA of an organization. It requires grit and resilience to navigate adversity, and it demands charisma to influence change. HR is where emotional intelligence meets strategic acumen.

You are the tech-savvy guide who knows when to use the carrot and when to use the stick. And ultimately, you are the one who should always point the organization toward its North Star.

Enjoy the journey. This profession will challenge you, but more importantly, it will empower you to make a real difference.