HSBC Holdings Plc Chief Executive Officer Georges Elhedery has said that human judgment, accountability, and decision-making will remain central to banking operations even as artificial intelligence is increasingly integrated across the financial sector. Speaking in an interview with Bloomberg Television, Elhedery sought to reassure employees amid rising concerns about potential job losses linked to AI adoption in global banking.

He emphasised that while technology is set to transform operations, it cannot replace the core role played by people in critical financial decisions. “I need human judgment, I need human decision making, I need human accountability at the core,” Elhedery said, underlining that AI would function as a support tool rather than a full substitute for human oversight. He added that the technology could significantly improve productivity and enable more personalised services for customers.

His comments come at a time when several major banks have announced workforce restructuring plans as they prepare for wider AI integration. Industry executives have increasingly pointed to automation as a way to streamline operations, reduce costs, and improve efficiency in areas such as compliance, customer service, and risk assessment. However, the rapid shift has also triggered debate over potential employment impacts.

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HSBC is reportedly considering cutting up to 20,000 jobs, or around 10% of its global workforce, over the coming years as AI-driven systems become more embedded in its operations, according to prior Bloomberg reporting. Elhedery, however, suggested that the long-term transformation could also lead to new roles and opportunities within the bank. He said the “bank of the future” would require greater capabilities and continued investment, which could ultimately support job creation in emerging areas.

“I would like to be able to accelerate and bring forward a lot of ambitious deliverables we have for the future,” he said, adding that such goals would require significant investment and restructuring. HSBC is already deploying AI across multiple functions, including know-your-customer (KYC) compliance checks and other operational processes. Elhedery said the bank is focused on scaling these tools responsibly while maintaining regulatory standards and human oversight in critical decision-making areas.

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