Employee experiences of the organisational support during accelerated digitalisation and remote working of a local South African Bank

Abstract

South African banks are currently building their people management practices due to the coronavirus pandemic that has shifted the way employees work, largely attributed to remote working. The accelerated shift has forced the bank to digitise practices and processes to accommodate the widespread and mandatory remote working. The shift from a physical office environment to online working has taken place at an unprecedented pace.

This qualitiative research report explores employee experiences of organisational support during COVID-19. The study explores employees experiences of the digital transformation journey, accelerated digitalisation as a result of remote working, and how theses change in organisational practices either support or hinder working in the context of COVID-19. The research includes 20 interviews with employees of the identified bank, Data were collected through individual, virtual interviews using a semi-structured interview schedule. Date were analysed and key themes were identified, which includes changes in organisational practices (performance management, communication, culture and changes to business systems and operational practices), remote working (increase in personal control, higher productivity, work-life balance challenges), interpersonal factors (enhanced teamwork through digital technologies, change in the nature of relationship with line managers, sense of isolation), accelerated digitalisation initiatives (skills development, online learning, access to new digital tools) and factors that hamper remote working and accelerated digitalisations. Recommendations for the bank and for future researchers have also been provided.

Theoretical research has yielded that employee experience forms part of the organisational practices and culture. If successfully managed, this can be beneficial and drive the right outcomes for the organisation, with improved and positive business performance.