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MAYBANKSustainabilityREPORT2013
accesstofinance
Branch Transformation
In 2013, we enriched customer experience and satisfaction by
refurbishing 51 branches and opening 19 new branches. The
Branch Transformation adopts a comprehensive retail design
strategy at our touchpoints, namely branches and extended
operations such as Forex booths, credit shops and Self Service
Terminals with a refreshed look and feel. Besides the physical
remodelling, other elements that are also implemented
include effective merchandising, a strengthened marketing
and communications programme, improved Islamic banking
visibility, and enhanced ambience at high potential locations.
Overall, branches have been positioned as a key one-stop
community destination. The Branch Transformation today is
in its third year and done in a staggered manner.
Physical Access for the Disabled
We respect our customers’ right to access their accounts in the most convenient way to them. We
have improved physical access to our branches for customers with disabilities and, in 2013, we
continued to make branch improvements in many countries. All branches in Maybank Philippines are
disabled-friendly. Following this, in 2013, EXCO approved the proposal that moving forward, where
possible, Maybank ATMs will be disabled-friendly. The ATMs will be rolled out starting early 2015.
Safety and Security
The increase in crime rates has further encouraged us to evaluate the safety and security of our ATM
machines. Most ATM kiosks are equipped with CCTVs and a sophisticated security system to protect
customers during the withdrawal process. We are always evaluating whether there is a need to move
high-risk ATMs to better and more feasible locations, for example a busier street or inside a local shop.
Banking services playakey role inenablingpeople tofind
work, prepare for their futureandpay for goods and services.
It is important for us to understand the interaction of social issues and financial products to develop effective and
affordable solutions for our customers. Access to appropriate bank accounts is central and enables us to create better
products and services that would support our customers in meeting their regular financial commitments.
Our approach to customers is to build mutually beneficial long-term relationships. We seek to understand our customers’
ever-evolving and frequently different needs, and we work with our customers to explore and deliver the best possible
solutions with their interests in mind. We work as a team with our customers, always offering them optimum support and
advice, one example is Maybank One. In 2012, we introduced Maybank One; a seven in one bundled financial product with
approval and activation within ten minutes. Underserved customers have particularly benefited from the Maybank One
offering which provides an integrated range of products and services through 44 Maybank One kiosks nationwide. As a
result, it is becoming an effective tool in helping the lower paid to understand financial products.
since 2012
56K
customers
Over
GrowingourReach—MultipleTouchPoints
Each month, over 45 million transactions are conducted through more than 2,800 Maybank ATMs.
In order to provide better access, we have relocated and opened new branches at strategic locations as well as set up mega
branches at each region to provide 30 off-bank kiosks to our customers. Our partnership with POS Malaysia has enabled
us to provide financial access to a larger base of smaller communities and increase penetration in remote areas. Our
network of branches:
• Malaysia: With 399 branches and 2,777 self-service terminals, we have the most extensive financial network in Malaysia.
• Indonesia: 422 branches and growing.
• Philippines: All 79 branches in the Philippines are disabled-friendly.
• Singapore: 22 branches and 4 branches via Maybank Kim Eng.
• Cambodia: 16 branches.
OurCommitment
2011
2012
2013
Progress
Through Maybank One, we
are providing a one stop
financial solution to help the
lower income understand
financial services and thrive.
(programme initiated in 2012)
n/a
33 kiosks
44 kiosks
We are setting key targets in
the various impact areas. This
is work in progress which will
be a guide for year-on-year
improvement.
OURPRODUCTSANDSERVICES
“Responsible business spurs
economic growth and is
driven by an ethical compass.
By developing products and
services that add value to our
community, we are investing
in their future social and
economic empowerment
today. This in turn is simply
good business for us. When
communities flourish, our
business succeeds.”
Taswin Zakaria.
President Director, BII
The EXCO approved, in October 2013, for all Maybank
ATMs in Malaysia to have a disabled-friendly design.
