Impact of Digitalization on Employment and Job Roles in the Banking Sector : A Case Study of ABC Bank Sri Lanka
Abeygunawardena, Sahan (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024052817206
https://urn.fi/URN:NBN:fi:amk-2024052817206
Tiivistelmä
This thesis aimed to propose a workforce development program helping the case company, a big financial institution, cope with the changing digital landscape that demands a workforce with updated digital capabilities. The thesis aimed to identify gaps in existent digital skills, analyze best practices, and propose a tailor-made training program that would bridge the identified gaps.
The thesis used approached action research as its research approach. This was done utilizing employee satisfaction surveys, internal reports and internal documents, and 15 interviews. Through these methods of data collection, it established the current state of digitalization in the case company. The analysis showed significant gaps in the current state of advanced technical skills, data-related analysis and management, cyber security awareness, software-specific knowledge, and tools to effectively carry out digital communication.
The literature review focused on developing the digital skills for banks. It also explored ideas for building the structure of a successful program for training: identification of training needs, development of curriculum, methods of delivery, and evaluation and feedback. These selected elements have supported the conceptual framework for a proposing a training program.
The proposal was built via a series of co-creation sessions with the stakeholders so that it would align to the strategic objectives of the case company. It includes a training need assessment based on a curriculum with real-life case studies and a blended learning approach coupled with continuous evaluation and feedback mechanisms. The validation stage included discussing the proposal with the experts and the key stakeholders. The final proposal is a program for developing digital skills. This training program should boast the level of digital skills possession by the employees, enabling operational efficiencies and customer service, with increased compliance on overall regulatory requirements, to ensure that Case Company remains competitive in a world that is rapidly changing.
The thesis used approached action research as its research approach. This was done utilizing employee satisfaction surveys, internal reports and internal documents, and 15 interviews. Through these methods of data collection, it established the current state of digitalization in the case company. The analysis showed significant gaps in the current state of advanced technical skills, data-related analysis and management, cyber security awareness, software-specific knowledge, and tools to effectively carry out digital communication.
The literature review focused on developing the digital skills for banks. It also explored ideas for building the structure of a successful program for training: identification of training needs, development of curriculum, methods of delivery, and evaluation and feedback. These selected elements have supported the conceptual framework for a proposing a training program.
The proposal was built via a series of co-creation sessions with the stakeholders so that it would align to the strategic objectives of the case company. It includes a training need assessment based on a curriculum with real-life case studies and a blended learning approach coupled with continuous evaluation and feedback mechanisms. The validation stage included discussing the proposal with the experts and the key stakeholders. The final proposal is a program for developing digital skills. This training program should boast the level of digital skills possession by the employees, enabling operational efficiencies and customer service, with increased compliance on overall regulatory requirements, to ensure that Case Company remains competitive in a world that is rapidly changing.