Responsible Banking
At AmBank Group, we see responsible banking as a commitment to progress. We align our financial solutions with the changing needs of our customers and the shifting demands of the economy—while embedding integrity, responsibility, and sustainability at the core of every decision. Through this approach, we aim to drive a more inclusive and resilient financial ecosystem.
Material Matters
M1. RESPONSIBLE FINANCING & BUILDING CLIMATE RESILIENCE
| Definition | Offering innovative and competitive products that embed sustainability within financing decisions to mitigate risks and drive positive impact. |
| Why is it important | Responsible financing and building climate resilience safeguards asset quality, and meets growing demand for sustainable lending amid rising climate risks. |
| Approach | Deliver financing solutions guided by the Net Zero Transition Plan (NZTP), with the Sustainable Finance Product (SFP) Framework, and Sustainable, Transition, and Green (STG) Financing Guideline to support customers in their transition to a low-carbon economy. |
M2. CUSTOMER EXPERIENCE & SATISFACTION
| Definition | Ensuring we meet evolving customer needs and safeguard their financial interests, building the foundation for loyalty and trust, while consistently delivering excellent service. |
| Why is it important | Satisfied customers are more likely to maintain existing relationships and explore new financing solutions and reinforce our reputation as a trusted, customer-centric institution. |
| Approach | We are guided by AmBank Group’s Customer Service Charter to uphold service excellence that reflects our commitment to customer centricity. Through targeted data collection based on customer demographics, we identify key trends and insights that inform continuous enhancements to our products and services. |
M3. DIGITAL INNOVATION
| Definition | Enhancing our stakeholder experience through digital solutions and transformation, to create seamless interactions across channels. |
| Why is it important | In an increasingly digital landscape, digital innovation is crucial to expanding customer reach and boosting operational efficiency, which benefits both employees and stakeholders. |
| Approach | Aligned with AmBank’s Digital Innovation Strategy 2025, we are accelerating digital integration across our services. By harnessing Artificial Intelligence (AI), robotic process automation, and other emerging technologies, we aim to elevate customer experience and optimise operational efficiency. |
M4. CYBERSECURITY & DATA PRIVACY
| Definition | Ensuring resilience against potential cybersecurity and privacy threats through robust data security systems and stringent measures, thus protecting stakeholder data and financial well-being. |
| Why is it important | Data privacy and security is critical in protecting sensitive customer information, especially amid the growing digital ecosystem. |
| Approach | Through our Cyber Risk Strategy, we adopt a predictive security approach to stay ahead of emerging threats. Our multi-layered Cyber Risk Management Framework combines advanced technologies, real-time monitoring, and reinforced security policies to defend against cyber-attacks while ensuring regulatory compliance. |
M5. FINANCIAL INCLUSION
| Definition | Offering responsible and sustainable delivery of financial products and services to underserved and unserved markets, ensuring accessibility for all. |
| Why is it important | Focusing on underserved communities is fundamental in fostering equitable economic growth and stability while unlocking new income streams beyond traditional segments. |
| Approach | We promote financial inclusion through personalised financial services and providing access to government-backed schemes to B40 groups, SMEs, and underserved communities. Grounded in our customer lending policies, we uphold responsible lending standards that advance financial inclusion without compromising fiscal discipline. |