Promoting Digital Technologies to Enhance Human Resource Progress in Banking

Abstract

The banking industry has been using digital technologies for several decades to improve its operations and customer service. Digital transformation has marked the competitive banking market worldwide. It has been prominent in hardware and software banks use to attract and keep customers, pursuing the recent trends of digital advancement. Strategic human resource management is an area in the Albanian banks’ activity that can increase the use of digital tools to benefit from their remarkable attributes. The bank workforce should be equipped with the necessary skills, knowledge, and competencies for utilizing the new technologies and processes. Training and development of employees are key to ensuring they can contribute to the achievement of banks strategic objectives. This study points out the potential of digital tools to drive the improvements of employees in terms of performance, motivation, job satisfaction, and customer service. The role of learning management systems for employees’ training in banks is given particular attention. The method applied is a combination of the desk study with a field survey carried out in the banking sector in Albania. It reveals a positive relationship between the use of appropriate digital tools for employees’ learning and development process and their commitment to work. The survey indicates the employees’ appreciation for the organizations that care about their workforce development, which contributes to a successful implementation of their competitive strategy in the Albanian market. Increased use of digital technologies for human resource development in banks could support the digital advancement of the whole economy.