Literature Review: Dampak Digital Banking terhadap Kompetensi dan Peran SDM di Industri Perbankan

Abstract

This study aims to analyze how the adoption of digital banking reshapes required competencies and the roles of human resources in the banking industry. The method is a literature review of five relevant scientific journal articles; data were qualitatively analyzed by summarizing each article’s objectives, findings, and recommendations, then synthesizing implications for HR practice in banking. The review finds that digital banking shifts competencies from traditional technical skills toward  digital  skills  (e.g.,  data  analytics,  cybersecurity,  platform literacy), stronger soft skills (e.g., adaptability, cross-functional collaboration, customer empathy), and an ongoing learning mindset. HR roles also transform from operational executors to digital customer experience managers, digital product developers, and change enablers. Key recommendations include competency development policies (retraining, re- skilling, up-skilling), role redesign, and recruitment strategies emphasizing digital capabilities. In conclusion, successful digital banking transformation heavily depends on HR readiness in both skills and organizational culture; banks must proactively integrate HR development strategies to remain competitive and deliver quality services in the digital era.