Human-Centric Innovation in Banking: The Role of Soft Skills for Workforce Enhancement

Purpose By bridging the gap between theoretical recognition and practical implementation, the research highlights how integrating soft skills can enhance employee performance, customer satisfaction, and organizational success while aligning with Sustainable Development Goals (SDGs). Methodology: A qualitative research approach was employed, utilizing structured interviews with 22 banking professionals across public and private institutions. Thematic analysis was applied to extract key insights on awareness, implementation, and the impact of soft skills in the banking sector. Findings: The study identifies communication, leadership, adaptability, and emotional intelligence as essential soft skills. Despite widespread recognition of their importance, the findings reveal significant deficiencies in their integration into recruitment and training programs, particularly in public sector banks. This lack of emphasis leads to challenges in workforce adaptability and service efficiency. The research underscores the need for comprehensive soft skills development strategies to improve employee engagement, enhance organizational agility, and ensure long-term economic sustainability. Originality/Value: This study provides empirical insights into the transformative role of soft skills in banking, offering a strategic framework for integrating them into HR recruitment and training. The research contributes to the broader discourse on human resource development in financial institutions by linking soft skills enhancement with organizational growth and sustainability.