Abstract
The purpose of the study was to investigate robotic process automation from a human resources perspective, by exploring the experiences of payment processors of robotic process automation implementation in commercial banking. The present study was motivated by the digital changes in the banking sector within the South African context, which has made banks consider technologies such as robotic process automation to realise efficiencies and become more competitive. The phenomenon was investigated using a qualitative approach, in which 12 interviews were conducted with employees from a commercial banking organisation “Bank X”. It was found that robotic process automation implementation has implications for processes and roles within the bank. New competencies were identified for the role of payment processor, which has evolved due to robotic process automation. The study also found that the robotic process automation implementation strategy that management followed had not encompassed all employees affected by the change journey. The study further found that some employees accept change related to technology faster than their peers. Therefore, technology models can be utilised to understand the psychology of technology acceptance. It is further, recommended that the human resource function partner with business functions in ensuring the success of digital change in bank.
M.Com. (Leadership in Performance and Change)