BNP Paribas Fortis to Replace 1,000 Jobs with AI by 2028
BNP Paribas Fortis, the Belgian subsidiary of French banking giant BNP Paribas, has announced plans to replace approximately 1,000 jobs with artificial intelligence and digitalization over the next three years. The move, part of the bank’s 2026-2028 strategic plan, represents roughly 10% of its current workforce and signals a major acceleration of automation in the Belgian banking sector.
According to VRT NWS, the bank intends to achieve this reduction primarily through natural attrition rather than mass layoffs, hiring only 75 to 80 percent of departing staff while investing in employee training and diversity initiatives.
How the Bank Plans to Achieve the Reduction
CEO Michael Anseeuw outlined several key areas where AI will replace human labor. A chatbot launched in 2025 for customer interactions is central to the strategy. The bank received 8.6 million questions about bank cards in 2025 and aims to handle 7 million of those interactions via the bot by 2028, eliminating the need to replace approximately 180 call center positions.
“Customers can already do a lot in the app, but sometimes they also want to speak with a banker. An increasingly large part of those interactions we can handle via a bot,” Anseeuw told HLN.
AI will also be deployed for Know Your Customer (KYC) compliance obligations. As La Libre reported, Anseeuw stated: “Without artificial intelligence, we would need 290 new people for this task.”
Beyond AI, the bank is increasing “smart sourcing” — transferring tasks to external partners and other BNP Paribas entities. In 2025, 580 customer service employees were transferred to Accenture. By 2028, approximately 1,000 positions will be affected by delocalization, though Anseeuw emphasized the bank will maintain an open dialogue with social partners.
Continued Hiring and Investment
Despite the AI-driven reductions, BNP Paribas Fortis will continue to hire 300 to 400 people annually. The bank also targets adding 100,000 new customers per year, with a focus on younger demographics. Currently, the bank has 3 million active digital clients, and 40% of its banking and insurance products are sold online.
“With training in expertise, among other things, we want to continue to distinguish ourselves in the market, and we will also further strengthen diversity,” Anseeuw said.
Financially, the bank aims for 9% average annual revenue growth, a Return on Normative Equity (RoNE) of 22% by 2028 and 25% by 2030.
A Broader European Banking Trend
The announcement comes amid a wave of AI-driven restructuring across the European financial sector. A recent report by Morgan Stanley estimated that AI integration could lead to a 20% reduction in workforce at European financial institutions, with productivity gains of approximately 30% potentially eliminating 10-20% of jobs over the next five years.
Other major banks are pursuing similar strategies. Standard Chartered announced plans to eliminate nearly 8,000 support functions over four years. HSBC Holdings is reportedly considering cutting approximately 20,000 jobs to streamline operations through AI. Commerzbank CEO Bettina Orlopp estimated AI could generate savings of approximately €350 million within a few years. ABN Amro and Société Générale have also announced cuts driven by AI and digitalization.
Implications for Belgian Banking
The BNP Paribas Fortis announcement is likely to reshape the Belgian banking landscape. Trade unions, traditionally strong in Belgium, may push back given the bank’s history of restructuring — in 2015-2016, the bank eliminated 1,050 jobs while simultaneously paying €2 billion in dividends, a move that sparked protests.
Belgian banks face pressure from multiple directions: low interest rate margins, competition from fintech companies such as Revolut (which recently surpassed 1 million customers in Belgium), regulatory requirements, and the need for digital transformation.
What to Watch For
Over the next three years, call center roles and routine back-office functions are most at risk, while positions requiring expertise, client relationship management, and specialized knowledge may be preserved or grow. The bank’s commitment to hiring 300-400 people annually and investing in training may partially mitigate concerns among employees and unions.
If BNP Paribas Fortis’s strategy proves successful, it could accelerate AI adoption across the entire Belgian financial sector, potentially prompting other banks to follow suit with similar workforce restructuring plans.