Printer-friendly version
Send to friendAs part of our mission to be a leader in responsible corporate citizenship, Maybank seeks to collaborate with organisations that provide opportunities for economic, environmental and social development. In addition to creating opportunities and growth through our business, we aim to fulfil our social responsibility by fostering unique and sustainable values that have a positive impact on society.
We also recognise that the single most important force in our organisation is our employees, who have helped to transform Maybank from a domestic leader into a strong regional corporate citizen.
Our Corporate Responsibility (CR) initiatives and programmes focus on the four pillars of Community, Environment, Workplace and Marketplace. We are committed to meeting community needs, to conserving the environment, and to nurturing our employees. Through our mission to humanise financial services across Asia, we aspire to become a regional financial services leader.
Maybank employees have worked tirelessly to support Malaysia in its continuing efforts to promote social and economic development. From 2011, these efforts will be coordinated within the Maybank Foundation which has been set up to implement the Group’s Corporate Responsibility (CR) initiatives and programmes.
Focusing on community investments and environmental conservation with an initial pledge of RM50 million over three years, the Maybank Foundation aims to set a new standard in CR activities that goes beyond philanthropy to deliver meaningful programmes with lasting impact.
Moving forward, the Maybank Foundation hopes to initiate and support programmes with various non-governmental organisations (NGOs), biodiversity and conservation projects across the region and the continuation of our Cahaya Kasih programme for volunteering at children’s homes around the country.
Under the banner Cahaya Kasih, our employee volunteerism programme allows employees to volunteer their time and share their knowledge with various less fortunate community groups. In partnership with the Ministry of Women, Family and Community Development’s Rumah Singgahan Kasih Maybank, various CR programmes were launched, providing our employees with opportunities to participate in impactful community development work. Our volunteers engage with residents of the adopted homes through activities aimed at promoting social care, education, skill-building and improving quality of life.
PINTAR FoundationOur partnership with PINTAR Foundation saw the adoption of our two schools into its third year, bringing a variety of incentives and encouragement in recognition of the academic achievements and excellence in sports to the indigent students of the schools. This is in addition to our contribution of computers to enhance computer literacy amongst the students and conducting English courses for the teachers to improve their English proficiency and capabilities. Our adopted schools are Sekolah Menengah Kebangsaan Sungai Ara and Sekolah Kenbangsaan Sungai Duri both located in Pulau Pinang.
We are also happy the schools and students have been receptive to the various programmes to improve their overall academic performance. Among the academic achievements was an increase in the number of students who obtained their SPM, from 71.9% in 2009 to 88.4% in 2010.
Rumah Kanak-Kanak Tengku Budriah (RKKTB) in Cheras, Kuala Lumpur is just one of the seven homes adopted by Maybank under our home adoption programme. During the adoption period, we have provided educational support and nurture, general health and hygiene sessions, and academic excellence rewards to the children of the home.
The tutorial sessions are now being conducted in Menara Maybank, which also gives the children the excitement of visiting the Head Office of the country’s leading financial institution. This is in addition to our material contributions and upgrading of the home’s premises.
Visits to RKKTB are organised on festive occasions to deliver clothing and food to the residents, and special educational as well as recreational outings are also on the agenda. Some of the children of RKKTB have found themselves mentors in our employees and have progressed in their studies and personal development. We intend to track the children’s progress going forward as part of our commitment to continue with our adoption of RKKTB beyond 2011.
On 20 November 2010, we became the first Malaysian financial institution to conduct a simultaneous global CSR event involving some 10,000 Maybank employees worldwide. This momentous occasion saw our employees carry out CSR activities in every location where Maybank operates, including Singapore, Indonesia, the Philippines, Brunei, Cambodia, Vietnam, Hong Kong, Beijing, Shanghai, Bahrain, London, New York and Papua New Guinea. Themed ‘Close To You’, the programme focused on five key areas: education, welfare, sports, environment and health/medical needs.
In preparation for the inaugural event, our employees contributed their own funds and organised various fund raising activities for their respective projects to underline our mission to humanise financial services globally. Projects ranged from hosting a Children’s Day in a resettlement community to donations of school supplies to the Maharlika Elementary School and assisting in the ongoing medical mission in Manila.
Some 100 families in San Fernando, Pamapanga were recipients of food and grocery packs while Maybankers in the Vis-Min region visited the Padre Pio House of Children and brought toiletries, basic food items and other necessities needed by the orphanage.
As Malaysia’s leading financial institution, we believe we have a role to play in setting the standard for good CR practices with regard to support for women. This is aligned to our policy that accords equal employment opportunities with meritocracy and fairness as the underlying principles. Over the years, we have adopted strategies to acknowledge our female employees’ contribution. 2011 saw us collaborating with the Ministry of Women, Family and Community Development on a number of sustainable initiatives to empower women in society.
We celebrated this year’s International Women’s Day, the first by a financial institution with the Ministry. The Bank and its IT outsourcing partner CSC in Malaysia, teamed up and contributed 200 refreshed computers to single mothers nationwide under the Rumah Nur programme managed by the Department of Women’s Development, Ministry of Women, Family and Community Development to improve their computer literacy skills. Maybank employees nationwide also contributed their time to educate the women on the effective use of computers as well as broaden their boundaries in communication and networking.
Other activities organised at our Head Office around the three day celebration were:
During the year, another initiative for women’s emacipation was organised for female inmates at Kajang Prison. Fifty five Maybank volunteers touched the hearts of many when they volunteered to celebrate Mother’s Day with 49 female inmates and their family members at Kajang prison.
The visit was an occasion for Maybankers to remember a segment of the society undergoing correctional rehabilitation and provide assistance for their self support upon release. The half day activity with inmates and their chargers also gave extended reconciliation time to inmates with their family members outside the scheduled visits. Maybankers raised funds to donate two shoe sewing machines to help them acquire new marketable skills for economic independence and empowerment when they return to society. Three electronic Qurans were also donated for their spiritual needs.
Maybank supports and promotes programmes that encourage the holistic development of the next generation of future leaders and those aspiring to be sportspersons. This year 2011 also saw us renewing our support for the nation’s premier golf tournament following our five-year sponsorship of the Maybank Malaysian Open between 2006 and 2010. The confirmation of our commitment for another five years as the title sponsor of the Malaysian Open brought about the participation of young sensations like Louis Oosthuizen and Charl Schwartzel from South Africa and Rory McIlroy from Ireland.
The tournament prize money was also increased to US$2.5 million, while the number of Malaysian golfers in the draw rose from 17 to 22. Meanwhile, we appointed Danny Chia and Mohd Shaaban Hussin as the ambassadors of the Maybank Malaysian Open 2011 to help them realise their potential and hopefully become international champions in the future.
We also brought immense joy to some 20,000 school children from our adopted schools round the country when we enabled them to watch the football match between England’s Chelsea FC and our very own Harimau Muda in July 2011 in Putra Stadium Bukit Jalil.
This sponsorship is in line with our CR programmes and our holistic approach to engagement with our adopted schools, combining the development of education with sports and activities.
The Maybank-MYCAT partnership for tiger conservation in Malaysia involves scientific and research studies, outreach programmes and enforcement support. Maybankers volunteered at the tiger conservation outreach event held at Kiara Park Taman Tun Dr Ismail, highlighting the drastic decline of tigers worldwide. This event raised awareness of the plight of the Malayan tiger and the need to protect tigers to maintain the ecological balance. Our RM1 million grant will assist in the implementation of the National Tiger Action Plan, which aims to have about 1,000 wild tigers in the Central Forest Spine by 2020.
With floods hitting the northern region of the country towards the end of 2010, we felt the need to provide relief assistance to the thousands of Malaysians who were forced to leave their homes. Once again, we offered a six-month moratorium on monthly instalment payments and a waiver of certain charges on a case-to-case basis for our fellow Malaysians affected by the floods. The moratorium was extended to businesses, SMEs and consumer customers and was the fourth moratorium we have offered to customers struck by natural disasters since 2007.
Aimed at relieving the difficulties faced by our customers, our disaster relief programme is yet another of our humanitarian programmes and reflects our commitment to humanise financial services. Our insurance arm, Etiqa, reported processing claims in excess of RM13.10 million from flood-affected policyholders in Kedah and Perlis. Maybankers played their part by pooling over RM270,000 to help colleagues who were affected by the floods.
Following the deadly earthquake and tsunami in Japan which claimed tens of thousands of lives and rendered millions homeless, we at Maybank wasted no time in setting up a fund with The Malaysian Girl Guide Association. Known as The Malaysian Girl Guides Maybank Disaster Fund, this was an initiative to lend a hand to the Japanese people struck by the tragedy. The Malaysian public was extremely enthusiastic in their response and within a short period of time the collection rose to over RM2 million, making it the highest collection for charity by a group ever recorded in the Malaysian Book of Records.
With awareness of green technology gaining prominence in Malaysia, we at Maybank play our part in support of the Government’s Green Technology Financing Scheme. Some of the green projects financed locally by us include waste water treatment plants, solid waste recycling plants, an oil palm biomass steam powered generator, and the construction of green buildings. We have also financed green projects in our operations in the Philippines, Indonesia, China and Vietnam.
In recognition of our efforts and contribution, we received the Best Financial Planner Award from the Credit Guarantee Corporation.
Maybank continues its efforts to rigorously adhere to responsible business practices when engaging with its stakeholders – particularly its customers, suppliers and investors – so as to provide a clear understanding of Maybank’s performance and enhance their experience with us.
Maybank’s marketing policy complies with the Product Transparency and Disclosure guideline set by Bank Negara Malaysia (BNM) and other statutory bodies such as the Public Islamic Dividend Fund (PIDF). The guideline aims to enhance disclosure quality, and requires disclosures to be made in a clear, concise and timely manner. More than ten training sessions were conducted during FY2011 to ensure that Maybank’s officers are familiar with and understand our products and services.
Customers are core to Maybank’s sustainability strategy and we are conscious of our responsibility to provide both our business and individual customers with quality products and services. We offer honest advice and treat all customers fairly in accordance with our Code of Conduct, ensuring transparency in our dealings and transactions with them.
We conduct an External Customer Engagement Survey (ECES) to gather valuable customer feedback and input on our products and services. Our ECES rating increased from 34% to 40% in 2011 due to a higher customer satisfaction level with our Community Financial Services (CFS) division.
We manage customers’ feedback and complaints through various monitoring systems and websites. The channels by which customers may lodge complaints include Maybank’s branches, contact centres and stores. The contact details of the centralised complaint unit of Maybank are also available on the Maybank and BNM websites.
Maybank actively seeks to promote environmental and socially responsible products and services in its pursuit of business. Among our socially responsible products are ATMs for the disabled, housing loans for the poor, microfinance, a clean energy fund, a Green Technology Financing Scheme (GTFS) and Maybank e-statements, which reduce paper use dramatically.
Maybank is committed to world-class procurement practices that support the Group’s business, financial and strategic objectives. We are committed to working with key suppliers towards the goal of continual improvement in environmental, social and ethical performance.
We assess our suppliers on these issues and expect the strict implementation of a management system which indirectly influences all vendor processes. All suppliers must comply with the Company’s declaration of conflict of interest. In addition, employees must adhere to the Maybank Code of Ethics. Any approach by a vendor that goes beyond the bounds of courtesy, or involves the offer or receipt of gifts, is reported to the employee’s superior.
Maybank’s Anti-Fraud Framework provides policy, strategy and a broad set of principles to enable the Group to prevent fraud and to promote a high standard of integrity. It also highlights roles and responsibilities at every level for preventing and responding to fraud. Additionally, the framework educates employees about what channels of communication should be employed when communicating with external parties, and proposes methods to be employed in safeguarding sensitive and confidential information.
We engage in constant dialogue with our investors and shareholders through Annual General Meetings (AGMs), Extraordinary General Meetings (EGMs), group conferences and various investor relations programmes. Our AGMs and EGMs are the primary platform for direct two-way interaction between the board and the management of the Group and our shareholders. We keep investors updated on the Group’s performance, KPIs, strategies and key business activities including quarterly financial announcements. Information about the Group’s financial performance is available on our website.
We believe an engaged workforce has the capability to deliver sustainable financial performance and a significant competitive advantage. We survey to measure the level of employee engagement within the Group. It enables management to identify what needs immediate attention to address gaps and issues as well as to act on the insights.
In 2011, we administered our first Group-wide Employee Survey. The 2011 survey showed :
Maybank is committed to providing a safe, healthy, secure and conducive workplace for all its employees, contractors, visitors and customers. Our commitment to the effective implementation of our Occupational Safety and Health (OSH) policy will help us achieve a work environment of zero harm for all people that work within or visit our workplaces.
Our OSH programmes and campaigns focus on strengthening our OSH management structure and increasing OSH awareness within Maybank. Recent campaigns have focused primarily on healthy lifestyle and health talks to educate employees on ways to maintain a sense of well-being.
Please refer to Group Human Capital Section.
For the second consecutive year, we are producing a standalone Sustainability Report on our Corporate Responsibility initiatives and programmes. Focusing on the four pillars of Community, Environment, Workplace and Marketplace, they will be reported on an annual basis to keep our stakeholders abreast of our Corporate Responsibility efforts.
Maybankers are ever ready to make a difference in the community.
