Critical success factors and challenges in adopting remote working in a selected bank in South Africa.

Abstract

The COVID-19 pandemic significantly accelerated the global shift toward remote working (RW) and work-from-home, redefining organisational structures and employee experiences. In South Africa, the traditionally office-based banking sector has begun adopting hybrid remote work models as part of its digital transformation. While benefits such as higher productivity and improved work-life balance are well-documented internationally, unique local barriers, including gaps in digital infrastructure, managerial resistance, and employee adjustment challenges, remain significant. To better understand the practical and theoretical implications, the researcher used job satisfaction theory, organisational theory, and work-life balance frameworks to examine these challenges within the context of RW. The study investigates critical success factors and challenges of remote work adoption in a selected South African bank, focusing on insights from both junior and senior managers. A qualitative design underpins this research, drawing on primary data from online semi-structured interviews with 10 bank managers of varying seniority. Insights were collected about technology readiness, organisational culture, communication, and support systems. The research proposed a tentative contribution to current RW literature due to the dynamic interplay between technological infrastructure, leadership adaptability, organisational culture, employee well-being, and continuous capability development. The main limitations of the study include its focus on a single banking institution, which may limit generalisability, and the potential for participant and researcher bias. Nevertheless, the findings provide actionable recommendations for managers and policymakers seeking to implement sustainable RW models in emerging markets.