A Moderated Mediation Model of RPA Implementation Impact on HRM Efficiency: An Analysis in the Indian BFSI Sector

Abstract

Robotic Process Automation (RPA) is transforming Human Resource Management (HRM) by automating repetitive administrative tasks, driving efficiency, scalability, and operational sustainability. In the Banking, Financial Services, and Insurance (BFSI) sector, RPA ensures sustainable growth through cost efficiency, compliance, accuracy, and seamless integration with artificial intelligence (AI). This paper examines the sustainable impact of RPA in HRM within BFSI, addressing key use cases such as employee relations, recruitment, training, payroll, and benefits administration. BFSI-specific applications further include accounts payable, collections, customer service, credit processing, underwriting, and compliance management. The study relies on the UTAUT, TOE and TFF models, and concludes that mere implementation of RPA does not enhance the HRM efficiency, rather efficient RPA methods significantly contributes towards efficiency of the human resource management.