Title: The Impact of Artificial Intelligence on Middle Management in Financial Services
The integration of artificial intelligence is changing the landscape of management roles in the financial services sector, according to a study conducted at the University of Eastern Finland. The study found that the inclusion of AI systems in service teams has increased demands on middle management, raising new challenges and expectations.
Integrating AI into service teams is a complex phenomenon
The study, which interviewed 25 experienced managers at a leading Scandinavian financial services company, revealed that the integration of artificial intelligence systems into service teams is a complex process. Though it has increased productivity by automating routine tasks, it has also made work more demanding, requiring constant learning and adaptation.
Is AI a tool or a colleague?
The study also found that AI systems were viewed differently by middle management, with some seeing them as technical tools and others as colleagues. Social aspects of management also changed, as artificial intelligence systems became integrated into teams, leading to new relationship dynamics and ethical considerations.
Conclusion: The Future of Middle Management in AI-Driven Service Teams
The study highlights the need for managers to develop new skills and knowledge in technology, interaction, and problem-solving. It also emphasizes the importance of empathy and human management skills, as artificial intelligence cannot fully replace the motivation and inspiration of team members.
In conclusion, while the integration of artificial intelligence in service teams poses challenges for middle management, it also creates opportunities for growth and innovation. As AI continues to evolve, so must the skills and approach of middle management in financial services.