THE REASONS FOR HUMAN ERRORS IN BANKS AND EMPLOYEES’ MINDSETS

Abstract

This study is devoted to operational risk management in banks. One of the factors are human errors. According to the different studies, banks face a lot of challenges in managing human errors and cultivating employee’s mindset. The aim of the paper is to identify the reasons and the frequencies of human errors in banks, to understand employees’ attitude towards mistakes and to discover the gaps in managing operational risk in banks. By collecting and analyzing the survey data from the finance sector’s employees globally and empirical evidence, the research is aimed to provide potential operational risk management solutions for banks, making the subject relevant. The qualitative method utilized in this study is based on factors influencing operational risk management. The key results are that employees’ attitude, knowledge, automation, fat finger error, process documentation, support from colleagues, and attentional issues have significant relationships with the reasons for human errors in banks and thus has the impact on operational risk management in banks. Also, the research provides deeper conclusions about the frecuencies of human errors, employees mindsets and management response towards the mistakes in banks.