Home Credit CPO shares how to build an AI-driven yet human-centric workplace

Van Thi Hong Hanh, Chief People Officer of Home Credit Vietnam. Photo courtesy of Home Credit

In recent discussions within Vietnam's human resources (HR) community, the topic of business transformation in the age of AI has taken center stage.

Speaking at both the Vietnam HR Summit 2025 in September and The Makeover 2025: Sailing Ahead in October, Hanh emphasized the importance of building an AI-driven but human-centric workplace, one that prioritizes personalized HR policies to motivate employees to grow and contribute meaningfully to the company's future.

According to Hanh, this approach is becoming increasingly vital as Gen Z and Gen Alpha, highly tech-savvy generations, enter the workforce.

Van Thi Hong Hanh (L) shares her insights at "The Makeover 2025: Sailing Ahead" on Oct. 16, 2025. Photo courtesy of Home Credit

As AI transforms industries worldwide, including consumer finance, Hanh noted that Home Credit is also undergoing significant change. However, she believes AI is not merely altering the way people work — it's redefining the meaning of work itself.

"The greatest challenge," she said, "is how to preserve humanity in today's nonlinear, tech-dominated world."

She observed that as automation advances, skills gaps are widening, with technology evolving faster than people can adapt, leaving employees both hopeful for new opportunities and fearful of job displacement.

This, she argued, compels businesses to rethink HR management: to build trust, develop employee capabilities, and nurture new skills. "It's not just an operational solution," Hanh said, "but a long-term strategy for a future where humans and technology must work hand in hand."

At Home Credit, this transformation begins with a shift in leadership mindset, supported by a strong corporate culture. The company views AI not as a threat, but as a strategic tool that automates repetitive tasks and frees employees to focus on creative and high-impact work.

Hanh believes that the Chief People Officer should also embody the role of a Chief Information Officer in HR, driving digital transformation and ensuring AI is implemented in a transparent, empowering, and human-centered way.

Home Credit employees after completing a training course. Photo courtesy of Home Credit

A 2025 internal survey revealed that 96% of employees are proud to tell others they work for Home Credit, while the company's employee Net Promoter Score (eNPS) reached 80, one of the highest in Vietnam's consumer finance sector. Employee retention has also consistently improved year after year.

A core focus, according to Hanh, is multi-generational management. With over 45% of employees under 30, the workforce brings fresh energy, creativity, and ambition — but also requires an environment that harmonizes youthful dynamism with seasoned expertise.

This, she said, calls for personalized employee experiences rather than a one-size-fits-all approach.

"Uniform policies no longer work. Each generation has different motivations and aspirations. Our role is to create opportunities that allow them to grow in their own way."

Home Credit team at The Makeover 2025. Photo courtesy of Home Credit

Home Credit has diversified its employee experiences through flexible working arrangements, tailored career paths, and a wide range of learning formats. Talent development programs such as Home Racer further nurture leadership and innovation.

The company also tailors its well-being initiatives to meet employees' diverse needs, including programs focused on mental health, family support, and financial literacy — such as Home Sport, Home Smarts, and family insurance packages.

"In the AI era, what matters most is not what we already know, but how quickly we can learn and adapt," Hanh said. "Our mission is to build a culture that encourages curiosity, lifelong learning, and innovation — enabling both our people and our organization to stay ahead and create new value for the future."