Indian banks are changing how branch employees are used as more customers shift to digital channels. Reporting focuses on how banks redeploy staffing to emphasize customer engagement beyond routine transactions, including sales and upselling, while also supporting digital adoption.
NDTV notes that State Bank of India (SBI) is moving some branch staff toward sales and upselling activities. Other large private banks are described as adopting different approaches: HDFC Bank and Axis Bank use employee capacity alongside technology in ways intended to complement digital banking rather than replace it.
Across the reporting, the underlying context is that banking services increasingly move online, reducing the need for staff to handle every transaction at the branch. At the same time, branches remain a point of contact for customers who need advice, product recommendations, or help using digital services. The differing angles center on how each bank balances in-branch roles with digital channels—whether through more sales-focused work assignments or through a broader mix of tech-enabled customer service and employee support.
