Impact of Digitilization on Wrokforce in banking industry

Internationally and Case study on Bank Muscat

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Research Questions

1. What specific opportunities and challenges lies ahead for the workforce in the banking
business as a direct consequence of the implementation of digitalization?
2. To what extent does the digitalization affected on employeement roles, jobs and skills
requeired for these new digital environmnet.
3. What are the future requirmnets of banking industry with relation to employment in
digital filed and skills needed.
4. What would be an appropriate roadmap to mitigate the impact of digital transformation in
the banking sector and bank muscat on employment.

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Literature Review

There has been a transformation in the workforce as a consequence of the new roles that have
been created in the fields of technology and data analytics, as well as the need for personnel who
possess digital competencies. Muscat's financial institutions have invested money in customer-
centric digital solutions, which simplify and broaden the availability of banking services for
clients throughout the city (Acemoglu, 2018). The financial environment of Muscat has grown
increasingly characterized by the use of digital payment methods, online banking, and mobile
banking apps. The Muscat Bank industry has undergone a profound transformation as a result of
the introduction of digital technology. As the trend towards online and automated services
continues to gain momentum, the Muscat Bank staff is faced with a plethora of new
opportunities and challenges that they must negotiate. Despite the fact that digitalization has the
potential to make some occupations obsolete, it also opens the door to new career possibilities
and skill sets. The purpose of this analysis is to investigate the specific opportunities and
challenges that the workforce in the Muscat Bank industry is facing as a direct consequence of
the advent of digitalization.

Question 1

Digitalization on workforce- A casestudy of Bank Muscat

According to Manalu (2023), the latest developments in the banking industry may be attributed
to the impact of digitization. Some examples of these shifts are the pervasiveness of financial
services, cryptocurrency, and block chain technology. Furthermore, the next generation of
bankers has lost their employment to these technologies and online banking (Manalu, 2023).
This will lead to a reduction in staff, the closure of bank branches, and a general decline in
customer traffic to financial institutions.

Babicci (2018) states that this study aims to identify any correlation between the level of
education of potential customers and their level of satisfaction with the digitalization of India's
banking industry (Babicci, 2018). Fifty customers of the Muscat bank were polled in all, and
each one of them took part in the study at some point. clients feel that the convenience of being
able to access their accounts from anywhere has reduced the amount of face-to-face contact

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between bank workers and clients. The unemployment rate may be increasing for other reasons,
and this might be one of them. Consequently, the research concluded that further customer-
centric training and education programs are necessary for success after digitalization adoption.

According to the Al Balushi (2019) Random sampling was used to choose 370 non-managerial
employees from a commercial bank in Muscat in order to investigate the relationship between
product innovation and the performance of commercial banks in Oman (Al Balushi, 2019). The
findings of the research indicate that the process of digitalization has an impact on financial
institutions. Consequently, the data indicated that there is a little but significant favorable
correlation between product innovation and bank performance. This association was shown to be
helpful.

According to the Giatsidis and Kamariotou 2019, digitalization has an impact not only on the
clients of a business but also on the employees who operate behind the scenes (Giatsidis, 2019).
Because of this, training programs could be implemented in order to enhance the effectiveness of
the work. Concerns about the loss of jobs as a result of automation have been expressed on a
global scale as a consequent reaction to the pace of automation brought about by digitization. As
a consequence of the automation of regular and repetitive occupations, which is having an
impact on a wide variety of industries, there is a gradual shift happening in the skills that workers
are required to possess.

Digitalization in the Banking Sector - A Global Perspective:

According to the Bandi (2015), in this day and age of digital technology, it is very necessary to
maintain a dedication to continuous improvement of one's abilities and to learning throughout
one's whole life. Individuals cannot afford to fall behind in the labour market if they do not gain
the skills essential to exploit developing technology and adapt to the ever-changing times. This is
for the simple reason that they cannot afford to (Bandi, 2015). As a consequence of
developments in digital technology, it is now possible to work from a remote place. This has
made it possible for people all over the world to work together. Because of this, the conventional
office layouts have been modified, which has led to an increase in the amount of flexibility
available as well as an increase in the number of options for global collaboration.

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According to Autor (2015) from all across the world, the rise of fintech has resulted in the
conventional banking models going through a significant upheaval. Fintech businesses are
developing new financial services that make use of digital technology in order to compete with
established banking institutions that are more conventional in character (Autor, 2015). These
services include the use of digital technology. The growth of online banking, smartphone
applications, and individualized service choices are all examples of how the banking sector has
benefited from digitization, which has led to a major increase in customer satisfaction.

According to the Brynjolfsson (2018) due to the fact that this revolution has altered the
expectations of customers, financial institutions are investing in digital platforms (Brynjolfsson,
2018). Because of the growing reliance on digital platforms, the banking sector is susceptible to
the many cybersecurity dangers that are already present. Banks all over the globe are struggling
with the question of whether or not they should increase their security procedures in order to
protect the confidentiality of their customers' information and to preserve their confidence in
online transactions.

According to the Shidqi (2023) digital Transformation Strategy of the Oman in the city of
Muscat, which serves as the capital of Oman, has been in the vanguard of a national initiative to
broaden its digital connectivity (Shidqi, 2023). The government of Oman and the Central Bank
of Oman have strongly encouraged the financial institutions located in Muscat to use digital
technologies. A significant influence has been made on employment patterns as a result of the
digitalization of the banking business in Muscat.

Question 2:

Digitalization affected on employment roles:

The continuous march of digitization is transforming the face of the workforce all across the
globe, and a new digital environment requires different skill sets than what was previously
required. The increases in productivity and efficiency that may be achieved via automation are
immediately apparent; yet, the topic of how technology will influence human capital is complex
and multifaceted. The purpose of this research is to investigate the ways in which digitalization
has an effect on the labour market, the ways in which occupations are changing, and the
fundamental skills that are required for success in the virtual world of today.

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According to the Brynjolfsson (2014) digital era, the catchword has significantly transformed
into an irreversible factor (Brynjolfsson, 2014). Automation does not cripple overall job creation
- rather it creates fresh opportunities in certain sectors, while it does erase some jobs. Keeping up
with today's quickening pace and the ever-changing nature of industrial revolution demands not
only flexible learning and adaptation capacity but also the personnel that combines technical
skills and people orientation as the new prerequisite for successful survival and growth.

Following Bughin (2018) outlook, the question can be addressed that it is necessary to show
cognitive abilities in the digital world thinking in original way, solving issues and acquiring
knowledge are the main traits (Bughin, 2018). Therefore, it becomes essential for people to learn
these skills: emotional intelligence being the ability to feel and communicate these feelings,
teamwork, cooperating and collaborating; and creativity. These skills should always be owned
and to be successful you have to be able to get along easily with other people whether they are
customers or your colleagues. To qualify for work success in the age of electronics and
digitalized world you must have the skill to use digital media and software effectively.

Displacement and Employment Trends in banking Sector:

The danger of people losing their jobs as a result of automation is one of the most significant
concerns about this development. An increasing trend is the automation of occupations that were
previously handled by humans and were repetitive and routine in nature. There are three
instances that are particularly noteworthy of the industrial sector, data input, and customer
service.

According to a research of Manyika that was conducted in 2017 by the Muscat Bank industry
might result in the loss of up to 800 million jobs by the year 2030 (Manyika, 2017). It is
important to note that not every sector will see the same impact. In addition to the elimination of
some of the older roles, new ones are established. Data scientists, cybersecurity analysts, and
social media managers are just some of the new sorts of employment that have evolved as a
direct consequence of the transformation brought about by digitalization. Alterations also take
place in the kind of work opportunities that are currently accessible. It is becoming more
common for jobs that rely only on data and manual labour to be replaced by jobs that need a

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combination of technical expertise and soft skills, such as the capacity to think critically and find
solutions to common issues.

According to the Van Dijk (2020) increasingly, digitization is contributing to the acceleration of
a trend known as skill polarization. While employment opportunities for those with low and high
levels of expertise are expected to grow, it is anticipated that middle-level jobs will become more
mechanized (Dijk, 2020). The need staff that are capable of doing a broad range of duties if you
want to stay up with this trend. In addition to having a working knowledge of computers, you
should also be aware with the legislation that govern cybersecurity and have the ability to swiftly
and easily learn and utilize new digital platforms.

Abilities that are highly valued in the contemporary digital world:

Data analysis, cloud computing, and digital marketing are three areas where there is a great need
for those who possess technical knowledge. It is necessary for workers to have the ability to
successfully communicate and cooperate utilizing digital technologies, as well as the capacity to
manage information systems, make judgements based on data, and make decisions based on data.

In the research of Brynjolfsson (2014) it is essential that all members of the staff, regardless of
their level, demonstrate a dedication to continuous education in order to meet the ever-evolving
skill needs (Brynjolfsson, 2014). Companies must to provide funding for programs that either
teach new skills or assist workers in improving the talents they already possess in order to
guarantee that their employees will be able to thrive in the current digital economy. These
programs have to be designed with individual jobs and possibilities for progress within the
organisation as their primary considerations.

According to the Manyika (2017) it will be necessary for educational institutions to undergo
transformations in order to accommodate the digital workplace of the future. In addition to work
that is more traditionally assigned in the classroom, students should also be taught how to code
and analyses data as part of their curriculum (Manyika, 2017). For present workers to continue to
be marketable, it is very necessary for them to have access to chances for learning that continues
throughout their lives.

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According to the Acemoglu (2018) employees may find it challenging to keep up with the
continually altering skill needs as a result of the accelerating pace of technological progress. This
is because the rate of change is increasing with each passing day (Acemoglu, 2018). To acquire
the skills and education necessary to become adept in digital technologies, not everyone has the
same possibilities to get the necessary information and training. It is possible that as a
consequence of this, existing inequalities in the workplace may become even more severe.
Although there is a possibility that automation could lead to an improvement in productivity,
there is also the possibility that it may cause people to feel concerned and worried about their
employment. During the process of digital transformation, organisations are required to address
these concerns and priorities the well-being of their staff members.

Question 3:

Digital Transformation in Muscat Bank:

Digital technology has modified to such an extent that the financial services industry has been
rendered totally biased. This may be due to the thing that we know that digital technology has
achieved a great way of doing thing, an easier way of reaching the customers, and a better
experience that the clients have with banking. Inter alia data analytics, blockchain, artificial
intelligence, and machine learning are among the technologies that are being employed in the
Muscat Bank business, and they are active players in the digital transformation field, as per
Gupta and Andy (2020). It is possible that the financial organizations that will adopt these
technologies can possess an efficiency track, can design their products and services to satisfy any
individual needs, and can moreover reduce their vulnerability.

Accordingly, the latter will continue, if not surpass, the present trajectory. Based on the study,
that relates work authored by Khalfan (2016) the demand for banks workers who are specialized
in data science, AI, CS, and digital transformation management is required to increase
dramatically through the entire of the next three years in Muscat city. As the world is heading
more toward digitalization, these professionals formed and assumed a significant role in dealing
with problems which posed difficulties and risks as well as maintaining the compliance of
regulations (Halfan, 2016). Technological breakthroughs would be causing a considerable shift
in Muscat Bank's operations, resulting in an unprecedented transformation in the financial

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system. This rise in the power of digital technology has caused a revolution in the industry in
relation to the way that production operations are conducted. This transformation will have an
effect on the prerequisites for employment as well as the skills that workers need to possess. The
abilities that digital workers in the Muscat International bank and Muscat bank will need in order
to be successful in the future, as well as to investigate the predicted requirements for digital
workers in the Muscat Bank sector.

In addition to this, there will be a considerable need for persons who are capable of working
together across a variety of sectors and establishing links between technology operations and
commercial operations. According to Jones and Trong (2021), in order for Muscat Bank
professionals of the future to be able to successfully manage the intricacies of digital Muscat
Bank, they will need to demonstrate a mix of technical skill, strategic insight, and flexibility
(Jones, 2021). This is because digital Muscat Bank allows for a greater degree of complexity
than traditional Muscat Bank does. The workforce faces two challenges as a result of the banking
sector's adoption of digitalization: while it provides previously unheard-of opportunities for
service innovation and efficiency gains, it also poses significant risks in terms of cybersecurity,
job displacement, skill development, and regulatory compliance. To overcome these challenges
and thrive in the digital era, banks and their employees must adopt a proactive approach that
emphasises continuous education, flexibility, and collaboration.

Operational efficiency and the quality of the experience:

According to the Kurland (2021) one further thing to take into consideration is that the digital
International bank and Muscat bank will place a high value on capabilities such as the capacity to
work together, find solutions to issues, and communicate effectively (Kurland, 2021). The ways
in which digitization alters the ways in which customers interact with companies and the
channels through which services are offered, the ability to effectively communicate with a
diverse range of stakeholders and the capacity to adapt to changing circumstances will be of the
utmost value. However, the capacity of the management team to tackle the complex issues is
equally important and they may end up in a dead end as a result of the changes in technology and
the rise of new expectations from consumers. These challenges are created because customers'
expectations are being heard by the customers.

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A study that was done by Deloitte (2020) indicated that the financial institutions are noticing a
rise in the amount of money they are dedicating to the training and development programs of
their employees. An inclusive culture which promotes the need for innovation and aggregated
education to be done consistently would be supported by such strategies (Deloitte., 2020). In
terms of this, the rapid digital transformation goes hand in hand with the job market scenario for
the Muscat Bank sector, and this provides another key point to consider. We see the rise of the
economy in the digital age leading to the high demand of the workers experienced in the digital
industry if the number of businesses that adopt the digital technology to do business effectively
and create an enjoyable experience for the customers grow more. A multitude of qualities are
desirable for the applicants who want to work in the digital banking section. They must be
technically savvy, have great communication skills, be interested in learning new things and
change as needed. This is as a result based on the topic of digital, Muscat Bank which is a
dynamic phase since the last few years. Financial institutions need professionalization of their
human resources and can be successful in this field when the innovations culture exists, and they
are able to properly handle the opportunities and threats that are as a result of digitalization. The
best shot for everyone is the one to wait till then while they are trying to develop their way to get
to be the competitive players in the digital era.

According to the Hildebrandt et al. study (2020), there is a chance that young people with well-
defined competencies in digital technologies will be ranked among the first to enter the bank’s
job market because banks increasingly place emphasis on the applicants’ knowledge of digital
technologies and their capacity of using such technologies in the bank’s operations (Hildebrandt,
2020). With the Muscats Banks, which operate on the cusp of digital transformation, likely to be
the trend, the workforce numbers of these sectors are likely to change significantly in the years to
come. Apart from that, the shortage of highly skilled people having proper competencies in
digital technologies is another significant factor. In order to succeed in competition for digital
positions in Muscat Bank, it is not enough to have only technical background. Candidates should
have to demonstrate their competence in various areas including strong digital knowledge,
problem solving, in addition to adventure and quest for challenging tasks This is because of the
fact that the character of these trades qualifies them to be on the technical aptitude list.
Furthermore, mastering digital skills and fondness of how data analytics is used by decision
makers is crucial for achieving this aim.

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Question 4

The last couple of years have been marked with quite a digital transformation in the banking
industry. This change is evident by the fact that a number of things have changed as a result of
the use of new technology and customers' priorities (Saks, 2018). It is to note that analog process
offers quite a number of advantages including the increase of production as well as better score
popularity in regard to customers. The impacts are extensive, here I am only scratching the
surface. Somehow, there are also those whom go unnoticed and it is their lack of employment
opportunities which has made it to my list of top disadvantages.

Impact of Digital Transformation on Employment in the Banking Industry

As with the McKinsey, (2019) study, among the procedures and tasks being taken by a machine,
there would be about twenty percent jobs that may be displaced by the year 2030 in the global
banking sector while others might change notably (McKinsey., 2019). Workers as a matter of
fact are facing a number of obstacles caused by this one of the reasons, which are, less skilled
workers or the ones working in a more routine type of setting. Clearly this especially happens to
workers who perform the set of duties repetitively. Digitalization has not only impacted but also
changed some banking activities which now find their automation, therefore changing the kind of
work accessible as well as the number of jobs opportunities.

The study of the report of PwC (2020) brought forward that there is a group of CEO's of
financial institutions which worried about the lack of sufficient skills among their employees
(PwC., 2020). Meanwhile, the digital transformation has also spurred the growth of certain fields
like analytics, which deals with interpretation of data, cybersecurity, which is the protection of
data from hackers, and digital marketing which is the most effective ways to make goods and
services known and heard of by consumers.. For banks to keep pace with the swiftly changing
trends in technology, these institutions may need to augment their existing employees by
providing them with training and retraining programmes.

As technology has introduced profound changes to the concept of banking industry, the bankers
have benefited from the opportunities and faced the challenges arising from the digital
revolution, according to the Al Hinai (2023). It is possible that Bank Muscat will be able to avoid

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losing employment as a consequence of digital transformation and further establish itself as a
leader in the field if it follows the route that has been recommended (Hinai, 2023). Bank Muscat
is in a strong position to meet the ever-evolving requirements of both its industry and its
workforce because it places a high priority on the well-being of its employees, provides flexible
work arrangements, encourages innovation, collaborates with educational institutions, and
invests in learning opportunities for its workforce.

According to the Schwab (2017) one of the components of digital transformation in the banking
business, according to the author, is the use of technology such as block chain, artificial
intelligence, and robots (Schwab, 2017). Automation of procedures and improvements in
operational efficiency are both made easier as a result of this. Despite the fact that these
improvements come with a multitude of advantageous characteristics, there are some people who
are afraid that they might lead to a loss of career opportunities. Because technology is
increasingly being used in everyday operations, there is a risk that the number of work
possibilities that are accessible to tellers and data entry clerks may decline.

Mitigating Impact and Promoting Employment of Bank Muscat:

According to data provided by Deloitte (2019), employees tend to stay with companies where
money is invested into employee development and training trends, showing that they are trusted
to be 4.2 times more likely to retain their most appreciated workers (Deloitte, 2019). First and
foremost, Bank Muscat should give priority to the support of programs tailored for professional
growth and training of its personnel to be appropriate for the digital era. Instruction is presented
in a variety of fields among them being customer relationship management (CRM), data
management, digital banking, and cyber security.

According to the Gallup, (2021) innovation is exactly what it takes for companies to keep their
best workers and attract the leading talent to them (Gallup, 2021). This is what the research of
Gallup shows. Financially speaking, assisting the Bank Muscat employees develop this kind of
mindset will undoubtedly be of an immense value to the bank in its pursuit of unlimited growth
possibilities. This will be so through the promotion of a culture that supports innovation,
creativity and flexibility in thinking. Process of this dissemination includes stimulating the
values of development, nurturing and award of invention.

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The Harvard Business Review (2020) recommends that in this regard, the Bank Muscat might
contemplate, as a matter of urgency, the introduction of flexible work arrangements since the
employment landscape is becoming more and more fluid (Review, 2020). These
accommodations can be working from the current office and adjusting working hours as
required. It is not merely that this gives rise to the candidate base, which will increase this
enthusiasm in candidates, but also talks about the ability to diversify the candidate pool. The
worker kipotages and the work performance may be both affected positively by clubbing the
work flow.

However, a research conducted by The World Economic Forum (2021) describes a necessity for
the bank Muscat to approach the well-being of its employees in a carefully thought-out way
providing them with a range of psychological and physical resources, while ensuring that they
get necessary assistance to take care of their wellnes (Forum, 2021)s. One of the approaches
often used in a work-life balance program are counseling services, having fitness related
activities going on, and ensuring that there is no unhealthy competition in the workplace for
instance. Firms that show concern about the welfare of their human resources have a tendency to
give the staff higher ratings in whatever indices measure their engagement and substantially
lower turnover rates.

According to the Cascio (2016), digital banking is an emerging sector that needs to develop
employment skills of students entering the field, therefore the cooperation of Bank Muscat with
local educational institutions might be a good idea to build those courses and programs that will
address these needs (Cascio, 2016). Upon the realization of the unified stance and teamwork, we
should be in a position to settle on the shortcomings on our workforce and the safeguarding of a
regular supply of qualified staff. As it was concluded by the World Economic Forum vocational
training and professional orientation are properly one of the important factors of closing the gap
between workers and their job duties in the labor market.

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