| Stakeholder Groups |
Interests and Concerns |
Our Response |
Engagement
Method |
Frequency |
| Customers |
- Quality and consistency of the customer experience
- Commitment to customer relationships
- Quality of advice
- Relevance and suitability of recommended products and services
- Adherence to Fair Dealing principles
|
- Deliver superior customer experience by leveraging new technologies
- Develop customer-centric products and solutions based on customer insights drawn from continuous interactions with customers
- Design seamless, simple and meaningful ways to interact and engage with the Bank
- Engage customers through our Simply Spot on Brand Promise as a pledge to understanding their needs
|
- Surveys, interviews and workshops to better understand our customers and benchmark against competitors
- Customer complaint tracking and problem resolution process / governance
- Cross functional projects with focus on the improvement of the experience and the delivery of our Brand Promise
- Active senior engagement in customer experience projects
- Employee training programme on human-centred design techniques to ensure our customers are the focus of the product development process
|
- Regular interactions with customers through qualitative and quantitative research methods
- Monthly tracking of service level performance across various channels and customer complaints
- Monthly reporting to senior management on customer service excellence
- Annual benchmarking against competitors
|
| Employees |
- Supportiveness of work culture
- Progressiveness of work environment
- Opportunities for continuous learning and development
|
- Engage employees with HR policies and programmes based on the three pillars of the OCBC Employer Brand – Caring, Progressive and Delivering a Difference
- Ensure no employee is left behind in our digitalisation journey through our Future Smart Programme, which trains and develops digital competencies of employees globally
|
- Employee Engagement Survey
- Quarterly e-mails from Group CEO on OCBC’s accomplishments and objectives
- Divisional town halls
- Internal newsletter — OCBC Teller
- Focus groups and skiplevel sessions to obtain continuous feedback
|
- Biennial Employee Engagement Survey
- Ongoing engagement at division and department levels competencies of employees globally
|
| Investors |
- Stability and sustainability of earnings growth
- Soundness of funding and capital position
- Predictability and sustainability of dividend pay-out
- Asset quality
- Strength of corporate governance and stewardship
- Commitment to responsible financing practices
|
- Pursue a prudent growth strategy
- Construct a sound funding and capital framework and diversified funding base
- Maintain a consistent dividend policy
- Apply robust risk management practices and disclosures
- Ensure strong Board oversight and transparent disclosure
- Adopt responsible financing framework and disclose sustainability commitments and practices
- Address Environmental, Social and Governance (ESG) queries in a timely and responsible manner
|
- Financial reports and disclosures
- Annual Report
- Announcements on OCBC Bank’s website
- Announcements via SGXNet
- Results briefings and webcasts
- Annual General Meeting with shareholders
- Meetings, conferences and roadshows
- Corporate Day
|
- Quarterly briefing for earnings announcements
- Annual Report
- Annual General Meeting
- Regular meetings with investors
|
| Communities |
- Support for family cohesion
- Support for the needs of an ageing population
- Societal acceptance of individuals with special needs
- Promotion of environmental sustainability
- Availability of education opportunities for children and youths
|
- Continue with the #OCBCCares Programme, which offers holistic support to make a difference
- Organise community engagement activities to build relationships
- Continue with the #OCBCCares Fund for the Environment to support ground-up initiatives which deliver sustainable
environmental impact
- Offer bond-free scholarships
and book prizes
|
- Volunteer activities that have strategic long-term impact on beneficiaries and support the environment
- Events that engage the community at large
- Collaboration with partner organisations
- Evaluation and disbursement of donations and funds to beneficiary groups and ground-up efforts
- Training workshops to help community members apply
for funds from OCBC for ground-up environmental
efforts
|
- Regular disbursement of donations and funds to charity partners and educational institutions
- Regular volunteer activities throughout the year
- Annual signature events, including OCBC Cycle and OCBC Community Day in Singapore, OCBC Cycle in Malaysia and OCBC Wing Hang Little Debate in China
|
| Regulators |
- Robustness of risk culture
- Management of risks
- Commitment to combating financial crime
- Strength of data governance and security
- Preparedness to face cyber threats
- Stability of financial performance
- Responsiveness to fintech developments
|
- Formulate a comprehensive compliance risk framework to provide a holistic approach to managing legal and regulatory risk
- Implement policies and procedures to ensure compliance with applicable laws, rules and regulations
- Advise business units and provide regular training for employees on applicable laws, rules and regulations
- Conduct compliance testing
- Leverage on fintech solutions to improve regulatory monitoring effectiveness
|
- Regular meetings and consultations with regulators
- Representation at industry forums of working groups
- Regulatory reports
- Audit reports
|
- Ad hoc and regular engagement, as appropriate to circumstances
|
