Case study: Inside and out, Heritage Bank embraces diversity

In today's changing world, embracing diversity and promoting inclusion in the workplace has become a crucial goal for organisations.

Heritage Bank, which prides itself on being a nation-leading member-owned bank, has set an exceptional example by actively engaging with culturally and linguistically diverse (CALD) communities in the Toowoomba region and reshaping its own employment practices. In doing so, the bank has not only built a more diverse and adaptable workforce but also fostered stronger connections with local migrant communities.

In this showcase, we delve into Heritage Bank's journey and discover how it is making a genuine impact in its community, from the inside and out.

Changing with changing communities

Several years ago, Heritage Bank set out to better understand the communities it serves. The bank identified a need to engage more effectively with CALD communities in the Toowoomba region, where there was a growing number of migrants and refugees – many from Syria and Iraq, and with unique challenges and perceptions about financial institutions.

'We believed we had an obligation from a community and business perspective to understand more of how they felt and how they wanted to do their banking,' said Sharma Haller, National Manager – Community Branches.

With the backing of its Board and CEO, Heritage Bank started to build understanding by researching visas and immigration and partnering with a local employment organisation to engage directly with members of the local Syrian and Iraqi community about their experiences.

Then in 2020, it created 2 community liaison roles – a first for Heritage – as part of the bank's ongoing commitment to building an inclusive workforce and offering personalised, culturally respectful and inclusive banking services. Over time, the roles were also adapted based on team members' unique experiences and skill sets.

The recruitment process proved to be a valuable learning experience for Heritage, and the roles were ultimately instrumental in building trust and breaking down barriers with local migrant communities. Building on its success, the program was expanded to include a range of activities, including tailored information sessions in different languages, on topics ranging from how to avoid scams through to home loans and how to get into your first home.

'Our efforts were really about building trust and ensuring people felt valued and supported as important members of our community,' Sharma said.

Through greater understanding and engagement, Heritage Bank was able to forge a competitive advantage as both a bank and an employer of choice among local migrant communities.

Diversity pays on many levels

For Heritage Bank, an added and powerful benefit of their inclusive banking program was the transformative change that occurred within its own workforce.

In implementing the program, the bank adopted more inclusive recruitment and onboarding practices. Strict literacy and numeracy screening designed to get new recruits operational within six weeks, for example, were made more flexible. Over time, a more culturally diverse team took shape, with changed attitudes and stronger advocacy for local migrants and refugees across its workforce among social and cultural benefits.

As the labour market tightened and applications from traditional channels dropped from more than 100 to around 20, the bank’s community-based approach also become a more important channel for recruitment. By widening the net and recruiting through community partnerships, the bank was able to continue to attract quality candidates at a challenging time.

'For us, employing people from our migrant community has allowed us to not only enrich their lives but to also enrich our lives and to be a better bank,' Sharma said.

'Through this initiative, we’ve been able to tap into an incredible talent pool that we didn’t actually know existed and better reflect the communities that we live in.

'This journey helped us uncover our own unconscious bias that prevented us from being truly inclusive. It has paid dividends on so many levels – enriching our lives, business and community”.

Nour’s success story

Syrian-born Nour Bitar is a shining example of the talent available among migrant communities.

Prior to arriving in Australia under a refugee visa, Nour had completed a bachelor’s degree in banking and finance, and she has since achieved a Diploma of Business through TAFE Queensland in Toowoomba.

According to 2018 research, 49 in every 100 skilled migrants aren’t using their skills or experience, and more than 6,200 underutilised migrants and refugees had skills aligning with skills shortages.

Nour was discovered through a local employment agency specialising in the migrant workforce, joining the Heritage Bank team 2 years ago and soon earning a promotion to a senior role.

'I encourage all employers to look for and chat with the people from different backgrounds,' Nour said.

'We all have skills, we have degrees as well, but we often just need an opportunity – a start.'

For migrant job seekers, Nour offered words of encouragement as well: 'Stay focused on your goals and keep trying. Participate in programs and volunteering jobs; these opportunities help you meet people and establish relationships.'

As for Nour, her next goal is to build her career with a big brand like Heritage and People’s Choice Bank, and she is very proud the bank’s continued commitment to inclusion.

Tips to build a more diverse and inclusive workforce

Heritage Bank's commitment to promoting workplace participation and rethinking employment practices sets an inspiring example for employers. Here are a few tips for employers can take forward in their own workplaces:

1. Understand changing communities: Take initiative to understand the communities you serve and their unique challenges and perceptions. This understanding will help tailor your approach to effectively engage with diverse communities as a business operator and employer.
2. Create inclusive programs: Develop programs that address the specific needs and preferences of diverse communities. In Heritage Bank's case, it created an inclusive banking program that included tailored information sessions in different languages and topics relevant to the community.
3. Embrace representation: Recognise the importance of representation within your organisation. Actively seek to diversify your workforce, and consider the unique perspectives and experiences that individuals from diverse backgrounds bring to the table.
4. Adapt recruitment and onboarding practices: Implement more inclusive approaches to recruitment, onboarding and training. This may involve partnering with local employment, business or community organisations, modifying language requirements and creating opportunities for skill development. Drawing from her own experience, Sharma also supported community-based initiatives, conducting mock interviews and providing resume-writing support to help migrants and refugees build their work readiness and confidence.
5. Tap into diverse talent pools: Expand your recruitment efforts to tap into underutilised talent pools. By actively seeking candidates from diverse backgrounds, you can access a wealth of skills, knowledge and perspectives that can enrich your organisation.
6. Encourage career development: Support the career growth and development of individuals from diverse backgrounds. Provide opportunities for skill improvement, language enhancement, and participation in programs and volunteering jobs that can help build valuable relationships and connections.
7. Challenge unconscious biases: Continuously assess and challenge unconscious biases within your organisation. Encourage a culture of inclusivity and self-reflection to uncover and address any barriers that prevent true diversity and inclusion.
8. Leverage the benefits of diversity: Recognise that embracing diversity and fostering inclusion can bring numerous benefits to your organisation. A more diverse workforce can enhance creativity, innovation, problem-solving and better reflect the communities you serve.
9. Communicate the value of diversity and inclusion: Share success stories and communicate the positive impact of diversity and inclusion initiatives both internally and externally. Highlight the ways in which embracing diversity enriches the lives of employees, the organisation and the wider community.

By applying these key learnings, organisations can take significant steps toward developing a more diverse and inclusive workforce that not only reflects their communities but also drives innovation, growth and success.

For Heritage Bank, its inclusive banking program has delivered real and lasting change.

'This was a first for Heritage Bank and it's now a part of our ongoing commitment to building an inclusive workforce and offering personalised, culturally respectful and inclusive banking services,' Sharma said.

'Maximising participation not only enables employers to draw on larger talent pools; it also ensures all Queenslanders, including our migrants and refugees, have access to employment opportunities.'

This showcase is powered by the Good people. Good jobs: Queensland Workforce Strategy 2022–2032.

Special thanks to Heritage Bank, especially Sharma and Nour, for sharing their story.

More information and support

• Diverse Queensland Workforce Program – find services supporting migrants, refugees and international students into employment across Queensland.
• Attracting and retaining engineers from migrant backgrounds: A guide for employers.
• Industry Workforce Advisors – providing workforce planning support to employers in small to medium-sized businesses.
• Employing and managing people – find workforce management information and advice, ranging from workforce planning to building high-performing, positive workplaces where staff want to start and stay.