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Maybank Sustainability Report
2014
For us to continue having a clear, powerful, and distinctive position in the
marketplace, we need to constantly focus on customers by providing access
to financial services and stewardship. If we reach our target, we will be able
to support region-wide prosperity by developing products and services that
are meaningful and innovative. The topmost question on our minds is how
to better understand the needs of our diverse customers and how to fulfil
them in the most effective way.
As our business grows in volume and scope, our contribution to the region’s
growth increases. With our expanding footprint, our responsibility also
grows. We will continue to allocate resources to make sure that we serve
our customers better and be consistent in managing our environmental
impacts. Towards this end, we believe that our business will further thrive
when embedded with elements of good governance, social innovation, and
environmental integrity.
As an industry, we are also exposed to additional impacts through the
companies we finance. Our business decisions influence the economy,
our prudence translates into security. We are committed to having deep
knowledge of our clients’ businesses, including understanding the social and
environmental issues of the sectors that we bank on.
This year's Report marks a significant milestone because we have moved
the performance report for our environmental impact under Access
to Products and Services. This is because our environmental footprint
impacts both operations and our solutions in the marketplace.
OurApproach
2014 Goals
Progress
Performance
Moving Forward
Manage direct environmental impacts
of our operations.
We are able to report on our footprint across
all six strategic buildings in Malaysia for GHG
emissions.
t
We aim to increase the coverage of reporting
of our direct environmental impacts relating
to electricity, waste, and water usage across
Malaysia.
Maintain strong customer focus and
high level of service. Expand ‘Get
Involved and Follow Through’ (GIFT)
across the region.
Through the GIFT strategy, customer
complaints are managed in a more concise
manner.
t
To focus on complaint management, product
knowledge, the voice of the customer, and
customer waiting time. Maybank Group
Service Quality Management (GSQM)
to expand its focus to include customer
experience.
Widen access to financial services by
providing new and appropriate products,
microfinance and credit to SMEs.
Extended our microfinance facilities and
launched cardless banking methods that
are accessible even for those without bank
accounts.
t
Focus on access to products and services to
ensure that all levels of society benefit. We
will extend support to SMEs through our
Group-wide framework, the Group Inclusivity
and Diversity Agenda (GIDA).
Our digital strategy is key towards
reaching new and existing customers.
Our digital footprint continued to grow in
strength.
t
To plan key initiatives as a digital lifestyle
portal, as well as to enrich existing
functionalities and capabilities we already
have via M2U internet and mobile banking.
Strengthen leadership in Islamic finance
and build a talent pool for the Islamic
finance industry.
Announced Malaysia’s first virtual Shariah
Centre of Excellence.
t
Develop talent in the area of Islamic Finance
through a targeted approach via the Shariah
Centre of Excellence.
t
On track/Completed
t
Progressing
t
Not on track/Did not complete
2014Performance
Summary
G4-DMA