Stage Key Highlights Result 1. Strengthen the foundation 2008 – 2009 • • • • • Reorganization End-to-end process improvement HR transformation Raised service standards Enhanced risk management • • Improved overall asset quality Achieved top quartile employee engagement 2. Acquire good customers 2010 – 2011 • • • • • Customer base expansion in SME & retail banking Service and operational excellence Products and services that match with customers’ needs Physical channel optimization Brand enhancement • • • Successfully grew customer base through improvement of quality services and products which matched with customers’ needs Branch renovation and relocation Launch of Make THE Difference 3. Differentiate and deepen share of wallet 2012 – 2014 • • • • Transactional banking excellence and branded customer experience Leveraged transactional relationship with customers to offer the right products that answer customers’ needs Better quality of assets (larger proportion of SME lending) Introduced integrated channel with focus on digital transformation • • • • Successful release of flagship transactional products Cross-selling based on customer understanding at industry and segment level Optimization of loan portfolio Offer best-in-class E-Channels 4. Induce a game change and enter into new business 2015 – 2018 • • • Focused on building the right digital platform that address customer needs and lifestyles to empower them to make the most of their lives Developed employee capability and restructure organization to allow the employees to work at their full potential Potentially entered into new businesses that suit customer needs • • • • Infrastructure readiness for digital platform to serve National E-Payment Prepared IT capability to ensure digital channels stability Reduced employee corporate layer down from 6 to 5 to improve agility Introduced customer data roadmap to improve in data completeness, quality and enrichment 1.1.2 Significant changes and development Significant changes and development in the past years 53 Form 56-1 One Report 2021
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