BNP Paribas Fortis, Belgium’s largest bank, has announced that artificial intelligence and digital technology could replace the work of around 1,000 employees over the next three years. However, the bank insists it does not plan major job cuts, but rather will hire fewer new staff as employees leave through retirement or resignation.
CEO Michael Anseeuw stated that the bank aims to work more efficiently between 2026 and 2028 by expanding AI across its Belgian operations. One key example is the bank’s customer service chatbot, which can now handle millions of customer questions—especially about bank cards—automatically through the app, reducing the need for call centre staff.
AI will also be used for customer identity checks and fraud prevention, potentially avoiding the need to hire hundreds of extra workers in the coming years. Last year, around 500 employees left BNP Paribas Fortis, while only 330 new staff were hired. The bank expects its workforce to shrink by about 100 to 150 people per year until 2028, from its current 10,000 employees in Belgium.
Anseeuw stressed that the bank will continue investing in staff training and diversity, and that there is no plan for large-scale cuts. The bank also plans to outsource more work to service centres within the BNP Paribas group, including teams in Portugal and India.
At the same time, BNP Paribas Fortis wants to grow its business in Belgium, aiming to attract 100,000 new customers each year partly through its partnership with Bpost, Belgium’s postal service, where basic banking services are available in post offices. The bank is also expanding its private banking and investment services for wealthier clients and plans to launch a new digital investment platform in 2027.
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