The Challenges of Digital Transformation Faced by Bank Employees in Malaysia

Abstract

This study focuses on the challenges and best practices for digital transformation within AAA Bank Malaysia Berhad, specifically examining the experiences of employees in the Commercial Banking and Global Payments Solutions departments. The objective is to identify the challenges faced by bank employees in Malaysia regarding digitalization and digital transformation and propose best practices to overcome these challenges while ensuring a smooth transition that benefits both the organization and its staff. The study begins with a comprehensive literature review on digital transformation in the banking industry, the challenges encountered by bank employees during this process, and the best practices for successful digital transformation. It also highlights the regulatory environment that banks and financial institutions must navigate. A qualitative research approach is employed, involving interviews with selected employees ranging from managers to executives. The interview questions are designed to gather information on the factors impacting digital transformation, the effectiveness of current practices, and the challenges faced by employees in embracing digitalization. The collected data are analyzed using an inductive approach to identify themes and patterns, forming the basis for recommendations. The study provides insights into the challenges faced by bank employees during digital transformation and proposes best practices to facilitate a smooth transition. It also emphasizes the importance of security and compliance considerations in this process. The findings contribute to supporting bank workers in navigating the hurdles of digital transformation and helping the organization achieve successful implementation.