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Annual Report FY 2019/20 (English)

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ANNUAL REPORT 2019-20 1 #GoDigital Annual Report 2019/20 ENABLING SMART FUTURE Machhapuchchhre Bank Limited is committed to become one of the most preferred bank in Nepal. In today’s financial market when most of the products and services offered by financial institution are same, the only difference you create is “how you deliver”. MBL does not only focus for what product we offer but also how we deliver them utilizing different means of Customer Service Excellence. Machhapuchchhre Bank Limited was registered in 1998 as the first regional commercial bank from the western region of Nepal and started its banking operations from Pokhara since year 2000. contents Bank’s Overview 06 Board of Director 10 Profile of Director 12 Chairman’s Statement 15 CEO’s Message 19 Management Team 22 Financial Highlights 25 Country’s Economic Conditions 27 Bank’s Performance 28 Human Resources 34 Corporate Governance 38 Director’s Report 47 Risk Management 62 Corporate Social Responsibility 78 Technologies 82 Products and Services 86 Remittance 91 Financial Statement 92 Branch Network 203 6 MACHHAPUCHCHHRE BANK LIMITED BANK’S OVERVIEW The Bank facilitates it’s customers’ The Bank has been promoted by need by delivering the best of highly renowned Non-Residential services in combination with the latest Nepalese, prominent businessman state of the art technologies and and industrialists with a vision and prudent international practices. The dedication to provide the best 36% Bank is the pioneer in introducing the financial products and services in PROFIT GROWTH latest technologies in the banking the most efficient and professional industry in the country. It is the first manner. bank to introduce centralized banking software, GLOBUS BANKING SYSTEM Now with a paid up capital of over 1400+ of Temenos NV, Switzerland. The 8.46 billion rupees, 160 Branch bank provides modern banking Offices, 160 Branchless Banking NO. OF EMPLOYEES facilities such as Any Branch Banking, Units, 5 Extension Counters and 199 Internet Banking, Mobile Banking, ATMs spread all across the country, Safe Deposit Locker facilities, Utility it is one of the full fledged national Bill payment (Telephone & Mobile), level commercial banks operating in 5 ATM (VISA Debit Cards) to its valued Nepal. It takes pride in having its own EXTENSION COUNTERS customers. Besides these, the Bank buildings for its Head and Corporate is providing 365 Days Banking and Office in Lazimpat, and Branch offices Evening Counter services to the in Naya Bazar, Pokhara, Jomsom, customers through many of its offices. Baglung and Damauli. 159 BRANCHES ACROSS THE COUNTRY 196 ATM NETWORK 148 BRANCHLESS BANKING UNITS ANNUAL REPORT 2019-20 7 VISION MISSION To become the bank of To be one of the most preferred banks the first choice of the in Nepal, easily recognized as the bank people. which satisfies and cares for its customers through quality service, innovative products, professionalism and wide branch network, offering full array of financial services using modern technology and with good corporate governance practices. VALUES With the objective INTEGRITY VALUE CREATION of supporting the Highest level of For shareholders, transition from rule integrity / absolute customers, based to attitude honesty in all the employees and the based behavior, the business conduct nation. and dealings with Bank is functioning customers, staff, QUALITY SERVICE with the following five regulators, and other Through unmatched core values: stakeholders. professionalism and excellent customer ACCESSIBILITY care Easy accessibility through traditional STEWARDSHIP as well as OF RESOURCES modern means of With the feeling communication. of ownership and accountability. 8 MACHHAPUCHCHHRE BANK LIMITED BANK STRATEGIES FOR THE FORTHCOMING YEAR The fiscal year 2019-20 was quite a Bank’s vision of becoming the “Bank of For the forthcoming fiscal year 2020- challenging year for the Bank as the the first choice of the people”. 21, the Bank shall emphasize more on spread of COVID-19 hampered the digital transaction and is committed regular business operation. The bank The Bank plans to move ahead with a to manage its environmental footprint. had set down aspiring strategies customer centric approach maximizing The Bank believes that encouraging of business growth and network the lifecycle value of the relationship customers to adopt digital transaction expansions. In the first 8 months, the with the customers. A better way mediums not only helps in improving Bank was able to increase business of achieving this is through binding efficiency and reducing servicing time, volume more than average growth the banking services with the latest but also creates a positive impact of the industry. However, the sudden technologies. Developing a technology- on the environment as considerable emergence of COVID-19 acted as a based product line lies under our amount of paper waste can be pitfall for the planned growth. The five year strategic business plan. As reduced. The Bank is continuously contraction in industrial and service a part of this, the Bank has in plan to striving towards digital excellence and output across the country impacted the establish itself as a “Smart Bank” and has remained focused on redesigning economy thereby limiting the growth of provide true digital experience to the and simplifying customer journeys to the Bank. However, for the forthcoming customers. The Bank shall invest in improve overall customer experience. fiscal year 2020-21, the Bank has set technologies to provide an edge in its The Bank’s mobile banking application strategies and actions that would bridge offerings to the customers and build ‘Machhapuchchhre Mobile Money (M3)’ the gap created by the COVID-19. The digital environment in all segments of and internet banking is serving various planned strategies shall strengthen the the business. banking needs of the customers in ANNUAL REPORT 2019-20 9 a quick and hassle free part of digitalization and to ‘Smart Teller’ machines, these machines shall facilitate cash manner just through promote paperless working withdrawal facility without the use of cheque book or debit convenience of a click. The environment the Bank card. The customers shall enjoy the benefit of quick, hassle Bank shall continue to add shall implement Document free and secured transaction. Further, the Bank shall also add new and improved features Management System privilege counters dedicated towards our valuable clients. in mobile and internet (DMS) and Loan Origination Customers will be able to enjoy convenient banking experience banking products, allowing System (LOS). The use of with priority service and comprehensive products and services. simpler interactions with these applications shall the users. Further, the Bank increase the accuracy, Furthermore, the Bank shall continue its network expansion shall launch its own digital efficiency and turn-around policy in fiscal year 2020-21 as well. The Bank shall establish wallet ‘RemitAp’, which time of various operational branches, ATMs, POS and BLBs at strategically viable locations shall be the first Digital processes enhancing the enhancing the already established wide area of network all Wallet ever to be launched overall service quality of over the country. by any Bank and Financial the Bank. This initiative shall institution in the history also reduce the carbon Another key strategy for FY 2020-21 is to continue to develop of Nepal. The RemitAp footprint of the Bank. and nurture the Bank’s workforce making it skilled with a wide shall facilitate national and range of business operation knowledge. The Bank runs with the international remittance, Keeping the customer belief that employees are most valuable asset and plays vital utility payment, Video service in mind, the Bank role in growth and success. The Bank shall double the training KYC, to name a few. As a shall also add automated initiatives particularly focusing on online training module through the Bank’s E-Learning portal. The Bank shall also conduct frequent knowledge based tests in order to make the staffs well aware of various areas of business operation. Various staff engaging activities shall also be conducted creating a sense of loyalty and propriety among the staffs in order to The Bank plans achieve maximum outputs with minimal costs. to move ahead The Bank aims to provide more of healthy and sanitized service this year. Amid this turmoil of COVID 19 fear, the Bank with a customer shall focus on service delivery at a guided social distancing norms. Further, emphasizing the health and safety concerns centric approach of the staffs and customers, the Bank shall adequately place hand sanitizers at appropriate locations. Transparent shields maximizing the and barriers shall also be placed at front desks preventing lifecycle value of the possible transmission of the virus. The Bank shall take first initiative to immune all of its staffs with COVID vaccine in case the relationship effective vaccine are available in the market. with the customers. In addition to this, the Bank shall actively contribute to the social and economic development and upliftment of the A better way of underprivileged communities through its CSR initiatives. The Bank has maintained a long legacy of contributing to the achieving this is welfare of the society and coming fiscal year the Bank plans to strengthen it further. Lastly, the Bank shall be The Bank shall through binding the also actively contribute in prevention of COVID-19 impacts and banking services use it as boon rather than considering it as curse. with the latest technologies. 10 MACHHAPUCHCHHRE BANK LIMITED BOARDS OF DIRECTORS Dr. Birendra Prasad Mahato Mr. Roshan KC Mr. Mukunda Mahat Chairman Director Independent Director Dr. Birendra Prasad Mahato A young energetic person, Mr. Mukunda Mahat is a is an entrepreneur and holds Master Degree in Chartered Accountant social activist holding Business Administration, and is retired from Nepal prestigious academic honor Mr. Roshan K.C served as Rastra Bank after working PhD in Economics from the Chairman of MBL from for 30 years.
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