In an era where businesses are increasingly driven by technology, the role of HR in fostering an agile and digitally proficient workforce has never been more critical. As organizations across industries—whether in banking, hospitality, logistics, or payments—position themselves as technology-driven entities, HR must align its strategies to support this transformation. In a recent conversation for the SHRPA Success Navigator Series, Joseph Fernandes, SVP, HR, South Asia at Mastercard, shed light on how HR can develop its own effectiveness and raise business impact in 2025.

 

Building a Skilled and Agile Workforce

 

Fernandes emphasized that talent development should no longer follow a generic, one-size-fits-all approach. Instead, HR must take cues from the consumer industry, which has mastered personalization. It’s key for HR to facilitate real-time, cross learning by allowing employees to work on projects outside their core expertise, fostering a culture of continuous learning and interdisciplinary growth. For instance, engineers at Mastercard have gained exposure to sales, while quality engineers have transitioned into product management roles.

HR's role, according to Fernandes, is not just about acquiring top talent but about creating an ecosystem where employees can take charge of their learning and career growth. The key is to develop platforms that empower employees with the right tools, mentors, and experiential learning opportunities.

 

Overcoming Productivity and Change Management Challenges

 

HR leaders globally—and particularly in markets like India, Southeast Asia, and the Middle East—continue to grapple with raising productivity through AI and digital transformation. Fernandes explained that productivity challenges typically surface during periods of change, when business and technology advance at a faster pace than people can adapt. To address this, HR must focus on managing employee anxieties and ensuring clear, outcome-based communication around AI adoption and digital transformation.

A robust change management strategy should emphasize how AI can augment employee capabilities rather than replace them. Leaders must highlight success stories to illustrate how AI and machine learning can enhance efficiency—whether through fraud detection in payment networks or data-driven decision-making in HR processes like talent acquisition.

 

Key Takeaways for HR Leaders in 2025

 

Looking ahead, Fernandes outlined key areas where HR leaders must focus to enhance their effectiveness:

  • Elevate Digital Literacy: As technology continues to define business success, HR must ensure its teams—and the broader workforce—are digitally fluent.
  • Enhance Employee Digital Experience: Today’s employees expect consumer-grade digital interactions in the workplace. HR must create intuitive, engaging, and tech-driven employee experiences.
  • Adopt Data-Driven Decision-Making: While intuition and experience remain valuable, HR must leverage analytics to inform talent strategies, workforce planning, and organizational decisions.
  • Implement Real-Time Feedback Mechanisms: Rather than relying solely on annual engagement surveys, HR should introduce agile feedback loops to gauge employee sentiment and make timely interventions.

HR leaders must embrace a future where technology and human capital strategy are inextricably linked. By focusing on personalization, continuous learning, and digital enablement, HR can position itself as a strategic driver of business success in 2025 and beyond.