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Maybank Quarterly
June 2016

Maybank Quarterly – JUNE 2016

Maybank 1QFY16 PBT at RM1.93b on 8.1% rise in net operating income
For the first quarter of 2016, the bank continued to book strong growth in revenue, registered better net interest margin as well as slower overheads growth in the first quarter of 2016, although it had to contend with the impact from the economic volatility on some of its customer segments. In addition, the Group saw a stronger capital position and improved liquidity which helped support business growth across the region.

Net operating income for the quarter rose 8.1% to RM5.39 billion Y-o-Y on the back of an 11.9% increase in fund based income to RM3.82 billion, while fee income was almost unchanged at RM1.57 billion. At the same time, disciplined cost management efforts continued to bear fruit as income growth of 8.1% outpaced overheads growth of 5.3%, resulting in the Group’s cost-to-income ratio improving further to 48.4% from 49.7% a year earlier. The strong revenue growth and managed costs lifted the Group’s pre-provisioning operating profit (PPOP) by 10.9% to RM2.77 billion compared to a year earlier.

In Singapore, we saw:
  • Net income rise 6.3% to S$204.81 million on the back of a 6.5% rise in net fund based income and 6.0% increase in net fee-based income
  • Total loans rose 4.9% Y-o-Y bucking the industry which saw a contraction of 5.4% Y-o-Y
  • Deposits grew a healthy 16.7%, again outpacing the 1.5% rise in system-wide deposits.
More information on our results can be found here.

Maybank Singapore tops customer satisfaction index among banks
Maybank achieved a remarkable turnaround in the annual Customer Satisfaction Index of Singapore (CSISG), coming in at first place ahead of the local banks and with a significant 3.7 point improvement on our previous score.

This improvement is the result of a two-year customer experience transformation journey and we thank you for your patience and support as we strived to improve our services. We remain committed to delighting you further in the next phase of our journey.

We are very proud of our staff for delivering their best and grateful to our customers for recognising our efforts.

Maybank eMpowers youths to reduce poverty in ASEAN
More than 200 university students from NTU, NUS and SMU are embarking on seven different projects to reduce poverty in the region.

  These projects have been selected for the inaugural eMpowering Youths programme, which aims to inspire local youths to better understand the region’s social issues and empower them to improve the lives of the needy communities.

The Maybank Foundation has pledged more than S$800,000 over the next 3 years, and each project team can receive funding of up to S$30,000 for projects which have a direct impact on reducing poverty or improving livelihoods in ASEAN communities.

The pilot batch of students will be working with needy communities in various ASEAN countries such as Laos, Cambodia, Vietnam and the Philippines, to address livelihood issues such as lack of electricity and water, hygiene and sanitation issues from improper waste management, and receding shoreline threatening coastal settlements.
An NTU student presenting his team’s project to construct biogas systems which converts livestock waste into methane gas for cooking and fertilizers for farming


Check out the video from the eMpowering Youths launch below!
Maybank matches the savings of 1,000 needy students to help them pursue their interests
Maybank Singapore Deputy CEO, Mr Allen Ng launching Maybank Star Savers @ North West with Dr Teo Ho Pin, Mayor of North West District, and Guest-of-Honour Mdm Halimah Yacob, Speaker of Parliament and Adviser to Marsiling GROs.
Maybank Singapore Deputy CEO, Mr Allen Ng launching Maybank Star Savers @ North West with Dr Teo Ho Pin, Mayor of North West District, and Guest-of-Honour Mdm Halimah Yacob, Speaker of Parliament and Adviser to Marsiling GROs.

To help needy students increase their social mobility, Maybank has partnered North West Community Development Council (CDC) to launch the Maybank Star Savers @ North West programme.

This programme aims to encourage students to start saving from young, and also help them to develop their interests and talents. Each student can receive up to 10 times matching on their savings of up to $600 a year, in the form of training credits which can be used to sign up for courses at community centres.


Humanising Finance
4 credit card tips for a great holiday
  You’ve booked the perfect hotel, sorted out your itinerary and are eagerly awaiting the arrival of your trip. And for most of us, our credit or debit card is often one of the must-bring items on the packing list. So before you jet off, check out this month’s Humanising Finance for some useful tips to help you have a great holiday.

Awards & Accolades
Maybank receives TAFEP Exemplary Employer Award for the 3rd time
We are proud to be recognised as an exemplary employer by the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) for the 3rd time. The award recognises exemplary organisations that have effectively implemented fair, responsible and progressive employment practices.

Maybank first received the award in 2010, at the inaugural launch of the award, and continued to receive the honour in 2014 and 2016. The award win is testament to our continuous efforts in ensuring a fair and progressive workplace at Maybank Singapore.

Head of Human Capital, Mr Wong Keng Fye, shared his thoughts following the award win:
“At Maybank, our employees are at the core of enabling the bank to meet the needs of our customers. To support our employees, we have expanded our employment practices to reflect the progression of times and trends. Today, we have in place flexi-work arrangements, extended marriage leave, the Competency Development Framework, a Senior Management Mentorship programme, and a re-employment policy – just to name a few – to emphasise fair opportunities at work for all current and future employees. We are happy to have journeyed with TAFEP since the inception of the TAFEP Exemplary Employer Award in 2010.”  
Deputy CEO, Mr Allen Ng receiving the Exemplary Employer Award from Mr Lim Swee Say, Minister for Manpower.
Maybank Singapore wins at the Brand Digital Excellence Awards
Maybank Singapore was the proud winner of the Best Consumer Banking Brand category at the recently held Brand Digital Excellence Awards, Singapore 2016. The bank was a joint-winner in this category with DBS Bank.

The award aims to reward brands that are executing the best online marketing strategies, across ten major industries in Singapore. The judging panel measured the various brand’s digital marketing strength across key digital touch points: social networks, mobile, sentiment, website content, content virality, analytics and SEO.

It was heartening to receive this honour from the award organisers and we will continue our efforts to improve our digital offering to better serve our customers.
Deputy CEO, Mr Allen Ng and Head of Marketing Communications, Ms Ally Lim, receiving the award from Jon Samsel, Founder of Heardable.

Service Gold Moments
Introducing our new service-dedicated space at Maybank2u, called Service Gold Moments!

Gold Moments happen when our customers spot our Maybank staff displaying the 3Ps in our service commitment, which is to be Professional, Personalised and Proactive.

Here are some of the gold moments :

  Jamie Lim, Director,
Private Wealth - Front Office

“She understands what is required, finds out what she doesn't know and responds expeditiously, most importantly, with absolute clarity on what is being offered. Thereafter, her follow through and progress update is excellent. She is also readily contactable even after office hours.”
  Lim Jia Yi Cordelia,
Financial Executive, Maybank@WaterwayPoint

“Cordelia is friendly and always serving with a smile. Her positive attitude towards customer service is excellent. She exhibits great product knowledge when I enquired about the various types of plans, making me feel like she can be trusted. I look forward to being served by her again.”

Check out the other gold moments on our website.
  We want to hear from you!
As we keep you informed on our new products and services, we would also love to receive your suggestions on how we can better serve you. Got more service gold moments to share? We are always ready to listen. Let us know via our feedback form.

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