Human Resource Management in the age of AI: How Home Credit adapts and transforms
At Home Credit, AI is an enabler that provides employees better opportunities on their career path and access to more personalized human resources policies.
In recent discussions within the human resources (HR) industry in Vietnam, topics regarding business transformation in the age of AI have been frequently highlighted.
Sharing at the Vietnam HR Summit 2025 on September 11 and The Makeover 2025: Sailing Ahead on October 16, Ms. Hanh Van, Chief People Officer at Home Credit Vietnam, emphasized the necessity of an AI-driven yet human-centric workplace, with personalized HR policies designed to motivate the team to develop and contribute to the future of the company.
According to Ms. Hanh Van, this is even more important as Gen Z and Alpha are highly tech-savvy.
Hanh shared her insights at The Makeover 2025: Sailing Ahead on October 16
Build an AI-driven yet human-centric workplace
According to her observations, the skills gap is widening as AI and automation change jobs faster than the workforce can adapt, leaving employees both hopeful and fearful of job losses.
This forces businesses to change their HR management approach, focusing on building trust, developing capabilities, and nurturing new skills within their teams. This is not just an operational solution but also a solid preparation for the future, when humans and technology must work hand in hand.
At Home Credit, this journey starts with transforming leadership mindsets, with corporate culture serving as the foundation. From the management perspective, it is clear that AI is not a threat but rather an enabler that streamlines repetitive tasks, allowing employees to concentrate on more strategic and creative endeavors.
Ms. Hanh Van posits that the Chief People Officer should also take on the responsibilities of a Chief Information Officer in HR management, spearheading the digital transformation of personnel and ensuring that AI is utilized in a humane, transparent, and empowering way.
Home Credit employees participated in a recent training course
On the journey of creating an AI-driven yet human-centric workplace, Home Credit emphasizes the importance of preserving the human element and investing in future generations. The company recognizes corporate culture and the significance of work as key competitive advantages in retaining talent.
Based on a survey conducted in 2025, Home Credit found that 96% of employees take pride in telling others they work for the company. The employee Net Promoter Score (eNPS), which gauges overall employee satisfaction, stands at 80 points. Furthermore, the company’s employee retention rate has shown consistent improvement year after year, ranking among the highest in Vietnam’s consumer finance industry.
Personalised HR policies
Another major story, according to Ms. Hanh Van, is multi-generational management.
This trend demands businesses personalize employee experiences, rather than applying the same template to everyone.
“We realize that uniform policies within an organization are not feasible. Each generation has its expectations and motivations, and our task is to create opportunities for them to develop in their own way”, shared Ms. Hanh Van.
A multi-generational workplace enables Home Credit to tailor employee experiences
Consequently, Home Credit eschews a uniform policy in favor of diversifying experiences to accommodate the needs of multi-generational employees. This includes the development of career paths, flexible working hours, and varied learning formats and subjects, as well as talent acquisition and development initiatives such as Home Racer, etc.
The company specifically customizes employee well-being programs focused on mental health, family support, and financial literacy, including initiatives like Home Sport, Home Smarts, and family insurance.
“In the era of AI, paramount consideration is not our current knowledge, but our capacity to rapidly learn to adapt to the future. Therefore, let us guarantee that our organization consistently cultivates curiosity, advocates for lifelong learning, and accelerates innovation to effectively adapt and spearhead the creation of new value for our employees,” stated Ms. Hanh Van.