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Banking Experience Redefining Banking Experience ANNUAL REPORT Contents 2 Corporate Profile 10 Group Corporate 29 Our Leadership 140 Corporate Social Structure Responsibility 4 The Maybank Brand 42 Corporate Governance 11 Key Messages to 146 Products and Services Stakeholders 6 Our Regional Footprint 53 Risk Management 154 Branch Network 17 Financial Highlights 8 Strategic Business Units 78 Audited Financial Statements 18 Review of 2020 Operations This Is Our Maybank: Our Future Our digitalisation efforts are focused on one simple purpose: to delight our customers by simplifying their lifestyles. Maybank Philippines, Inc. 2020 Annual Report 1 Corporate Profile aybank Philippines, Inc. (MPI) is a full-service commercial bank, serving retail, commercial, M and corporate clients. MPI offers an array of financial services and products that include lending (personal loans, commercial loans, corporate loans), deposit-taking, electronic banking, 1,309 credit card, cash management services, remittances, trust and fiduciary accounts, and treasury products and services. PHP 101.16 billion Maybankers With over 20 years of operations in the Philippines, the bank has primed itself for providing exceptional service to Asset Size Serving more its clients. MPI is present in all the three major islands of the as of December 31, 2020 than 200,000 Philippines, with 65 branches nationwide and 93 offsite and customers on-site ATMs. nationwide MPI is a member of the Maybank Group, one of Asia’s leading banking groups and Southeast Asia’s fourth largest bank by assets. The Maybank Group is present in 18 countries, including all 10 ASEAN, namely: Malaysia, Singapore, Indonesia, Philippines, Brunei Darussalam, Cambodia, Vietnam, Laos, Myanmar, Thailand, Hong Kong SAR & People’s Republic of 65 Branches China, Uzbekistan, Pakistan, India, Saudi Arabia, United Arab 93 ATMs Emirates, United Kingdom and the United States of America. 27 Metro Manila Onsite The Group offers an extensive range of products and services, 22 Luzon and Offsite which include consumer and corporate banking, investment 9 Visayas banking, Islamic banking, stock broking, insurance and takaful 7 Mindanao and asset management. ________ With a deep understanding of the ASEAN markets, 1 Premier Centre Maybank takes a leading role in driving economic growth and 3 Business Centers helping communities develop across the region, going beyond 13 Auto Lending Centers financial services, with focus on areas where Maybank can make a significant difference in fulfilling customers’ ambitions and driving financial inclusion while supporting business, big and small, succeed in ASEAN and beyond. 2 Maybank Philippines, Inc. 2020 Annual Report Our Our Our Core Teamwork We work together as a team based Vision Mission Values on mutual respect and dignity. Be the preferred financial To humanise financial services. Our T.I.G.E.R. values serve as solutions provider in the target guiding principles to encourage Integrity markets and communities practices that collectively form We are honest, professional and we commit to serve. our unique culture. ethical in all our dealings. To be a focused bank with a Our T.I.G.E.R. values define what we strong position in Auto Finance, believe in and what we stand for. Growth the mid-tier Corporate segment, We are passionate about constant Wealth Management, improvement and innovation. Retail SME and Digital Banking. Excellence & Efficiency We are committed to delivering outstanding performance and superior service. Relationship Building We continuously build long-term and mutually beneficial partnership. Maybank Philippines, Inc. 2020 Annual Report 3 The Maybank Brand Our Brand Promise Brand Drivers Brand Personality The Maybank brand is all about one simple, The Brand Drivers define the Maybank way of When it comes to brand expression and powerful and unique idea: Humanising Financial doing things, how we translate our values into action. how we speak to the outside world, all of Services. They help us deliver ‘Humanising Financial Maybank must be seen, heard and felt as one The Maybank brand is built by Maybankers, Services’ through our behavior. They are about the through a consistent brand personality. each having a vital role to play in delivering this way we treat each other and the way our customers brand promise, building the brand everyday expect to be treated. Courageous through actions and decisions that aim to Maybank stands for confidence and differentiate us from our competitors and peers. Do the Right Thing conviction, conveying strength, Treat others in the way you would want determination and leadership. to be treated if you were in their place – with fairness, honesty and clarity. Genuine Maybank is honest, sincere and up Delivery Not Just Promise front – what you see is what you get. Honoring commitments and fulfilling promises is the only way to build trust Creative and mutual respect. We question the given. We go beyond the obvious to develop new Being at the Heart and innovative ideas. We delight in of the Community delivering valuable solutions. Actively contribute to help build and support communities around you, Empathetic be they your colleagues, customers or We always listen to what is being our broader society. said and what is being implied. We understand our customers by Flexibility Within a Framework putting ourselves in their shoes. Be flexible in your approach to resolving issues while keeping within Collaborative the agreed guidelines. We take pride in working together, both internally and externally, Building Long-Term to deliver the best possible solutions, Sustainable Relationships support and advice. Nurture relationships based on trust so that mutual commitment and benefit is assured over the long term. 4 Maybank Philippines, Inc. 2020 Annual Report Business Model of the Bank Our Capitals Our Key Strategies Our Stakeholders Financial Capital Together with Maybank Group we live to deliver our mission Shareholders We are driven by revenue growth, of Humanising Financial Services. Maybank Philippines is We continue to enhance performance and sustainable balance sheet growth keen on these imperatives in unlocking opportunities and efficient operations to provide sustainable and growing deposits and loans. creating value to the community we serve: returns to our shareholders. Manufactured Capital We are at the Heart of the Community. Customers We have our reliable branch We continue to thrive to provide fair and just We focus on providing next-generation customer network and enhanced digital financial services, responsibly growing our business experience to fulfill our customers’ financial needs. infrastructure to support our together with our customers. We prudently delivery system. safeguard the assets that were entrusted to us. Community We, together with the Maybank Foundation and Human Capital We Make Banking Convenient. Group CSR, strive to identify programs across We are an organisation comprised We deliver frictionless customer experience by the country that will have most impact and of high performing Maybankers and continuously understanding our customers’ needs sustainable results to help local communities. management with diverse expertise and delivering the right solutions at the right empowered by our core values. moment through our enhanced digital capabilities Regulators and improved branch network. We uphold to the highest standards, ensuring that Social & Relationship Capital our culture and practices evolve together with We have a network and We Are Agents of Success. the changing regulatory environment to ensure relationships with the communities We provide enterprises with business solutions sustainability of our business for the people and that we operate in. through our regional capabilities to support their the community we serve. growth and advancement. Employees We Live Up to our T.I.G.E.R. Values. We ensure our people share our determination We create a high-performing and credible in providing positive impact in the community organisation by anchoring our beliefs and practices through our employee development programs, on our strong T.I.G.E.R values. rewards system and exciting working environment. We Are Future Ready. We continue to build our work force and attract value driven new talents, while continuously building competencies and employees capabilities to ensure that we are future ready to support our business growth requirement. Maybank Philippines, Inc. 2020 Annual Report 5 Our Regional Footprint aybank Philippines is a member of the Maybank Group, the largest financial services group in Malaysia with a strong presence in the ASEAN region. Established in 1960, M Maybank provides a full suite of conventional and Shahriah-compliant products and services in commercial banking, investment banking and insurance, to close to 15 million retail, non-retail and corporate customers. Our Values With Our Unique Differentiators… Offers: retail banking services such as wealth Help Deliver Value Across ASEAN… Teamwork. Integrity. Growth. Excellence We serve our communities in ways that management, mortgage, auto financing, Staying true to our purpose of Humanising & Efficiency. Relationship Building. are simple, fair and human, embodying credit cards, short-term credit and long-term Financial Services, we took the lead in Our T.I.G.E.R. values are the guiding our mission. business loans. supporting our stakeholders navigate tis principles for all Maybankers to serve our extraordinary year overshadowed by the mission of Humanising
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