Month: October 2024

Following nine months of major renovation works, the Bank of Valletta Branch in Republic Street Valletta has reopened to the public. To mark the completion of this major project, an inauguration ceremony was held, presided over by the Minister for the Economy, Enterprise and Strategic Projects Hon. Silvio Schembri, the Bank’s CEO Mr Kenneth Farrugia and BOV Chairman Dr Gordon Cordina. The project forms part of the Bank’s Branch Renovation Program, which is aimed at offering an improved and enhanced customer experience throughout the Bank’s retail network.

Situated at the corner with St John Street, the branch has been synonymous with Bank of Valletta, and during the past five decades has been considered as the bank’s flagship branch. Considering the building’s location in an urban conservation area and its cultural and historical value, restoration had to respect the true character of the capital’s architecture, with particular focus on the façade’s original features, masonry and iron-cast that were retained and restored in place. Of particular interest is the Coat of Arms of the former National Bank of Malta, sculpted in stone and portraying the George Cross and the Order of St John’s eight-pointed cross, as well as Patron Saints St George and St Paul.

The newly restored building achieves high energy efficiency through intelligent use of lighting and water, as well as sound-proof materials. Several other elements from the older building have been reused, including marble, windowpanes, balconies, old vaults and safes. The building also includes a new ATM lobby, which now houses two state-of-the-art ATMs and BOV’s first Bulk Deposit Machine that offers 24-hour deposit services to the business community. The branch is fully accessible and certified by the Commission for the Rights of Persons with Disability. Working in tandem on the restoration works and the enhanced customer experience were the Bank’s Chief Operations Officer Ernest Agius and the Chief Personal and Wealth Officer Simon Azzopardi, who ensured seamless customer service while works were in progress.

During the inauguration, Minister Silvio Schembri highlighted the significance of this project for the Maltese economy, stating, “The reopening of the Bank of Valletta’s Republic Street Branch not only revitalises an iconic part of Valletta but also contributes to our broader economic goals. BOV’s investment in modernising its flagship branch reflects the bank’s ongoing commitment to supporting Malta’s economy, particularly through improved financial services and accessibility. This renovation is a strong example of how the financial sector can drive economic growth while upholding the cultural and historical value that makes our capital unique. As we continue to foster an environment for business and enterprise, projects like this reinforce the foundation of our economic success.”

The Bank’s CEO, Kenneth Farrugia expressed his satisfaction upon the completion of this major project. “It gives me great pleasure to see continued progress in our Branch Renovation Program, with our Republic Street Branch becoming the seventh retail branch to undergo refurbishment. The time was right to invest in this location, as Valletta has always been synonymous with BOV since its inception in 1974. This location has served thousands of customers over the years, and this investment continues to reinforce our efforts to put the customer at the centre of everything we do. This project also reinforces our efforts in keeping true to our ESG objectives, with the newly refurbished branch incorporating several environmentally friendly concepts, promoting sustainability and reduced emissions through the application of natural and renewable materials.”

BOV Chairman Dr Gordon Cordina spoke about the historical and cultural value of the premises in the heart of the capital city. “Property value is nowadays becoming an even more important element in an organisation’s balance sheets. With the renovation of our Valletta Branch, not only are we enhancing customer value in terms of the experience that we offer, but we are also strengthening our shareholder value by improving our asset value. It gives us great pride to be giving back to our Capital City a beautifully restored Bank of Valletta Branch, especially in this important 50th anniversary milestone.”

The HSBC Malta Foundation is proud to support Rotary Club Malta’s new anti-litter campaign, which has been enthusiastically embraced by children participating in summer schools across the islands. The initiative aligns with HSBC’s commitment to Environmental, Social, and Governance (ESG) principles, reflecting our dedication to fostering a cleaner and more sustainable environment for all.

Throughout the summer, Rotary Club Malta has been visiting Skolasajf centres, working closely with schools to educate children about the detrimental effects of littering and how they can actively participate in reducing litter on Malta’s roads. This initiative is being supported by the HSBC Malta Foundation, showcasing our commitment to making a positive environmental impact within the communities we serve.

Jelle Houtsma-Grech, President of Rotary Club Malta, stated, “We developed a unique idea to reduce litter on the roads by designing, developing, and producing a bright red, eco-friendly drawstring bag made from recycled plastic bottles.”

These innovative litter bags, sponsored by Rotary International through a District Grant and the HSBC Malta Foundation, are being distributed to the children to take home and place in their family vehicles. The children are encouraged to promote the use of these bags among their families and friends to prevent litter from being thrown out of car windows. Once filled, the bags can be emptied into appropriate recycling bins and reused, fostering a culture of responsible waste management.

Glenn Bugeja, Head of Corporate Sustainability at HSBC Malta, commented, “The HSBC Malta Foundation is supporting this campaign because we believe in the importance of preserving our environment. Cleaner streets and a litter-free countryside are vital for the well-being of our communities. We are pleased to see the enthusiastic response from both the children and various government entities and organizations.”

This initiative is part of HSBC’s broader ESG strategy, which focuses on creating positive environmental and social impacts. In line with this, the initiative also contributes directly to the United Nations Sustainable Development Goals (SDGs), particularly SDG 12: Responsible Consumption and Production, and SDG 11: Sustainable Cities and Communities.

With the University year now in full swing, BNF Bank has announced its sponsorship of ASCS – the Association of Students of Commercial Studies, as a way of collaborating directly with students in their formative years of study.

“Through our involvement with organisations like ASCS, we aim to encourage active student participation – an experience that enhances student life by giving them the opportunity to share ideas and perspectives, and grow as engaged citizens,” said Maria Vella, Manager of BNF Bank’s Campus Hub Branch. “Student life is made so much more meaningful through such organisations and we hope our contribution will help executive members and the committees mobilise more student activity, so that together we can build a new future.”  The ACSC is a non-profit making association, representing approximately 2,000 students falling under the Faculty of Economics, Management and Accountancy (FEMA).

“We are grateful for BNF Bank’s support, which gives us more steam to work towards our goals, be they academic support, industry opportunities and internationalisation,” said Julia Camilleri, ASCS President. “The Bank will also partner with us on our ‘Jumpstart Your Career’, an initiative designed to help our members secure employment, as well as  our annual Elevate workshops, ensuring a stronger, more dynamic connection between education and industry.”

The Bank believes firmly in supporting individuals in all stages of their lifecycle, giving special focus to students in the 18 – 24 age groups, as they learn to navigate their way through higher learning, planning for their preferred profession, and independence.

As a customer-centric bank, BNF offers attractive services and products to students, giving them the financial tools to plan their future and achieve their life goals. With the Bank’s opening of its brand-new Campus Hub Branch earlier this year and the introduction of online account opening with fast and easy digital onboarding, the Bank promises students digital first secure services that cater for their needs as well as strong personal relationships via face to face interaction.

As part of its CX Week celebrations Bank of Valletta hosted Malta’s first-ever Customer Experience (CX) Conference, an event organised exclusively for BOV employees. This milestone event brought together lead international speakers and innovators, as well as customer experience experts from within the Bank to share insights and strategies focused on enhancing customers’ long-term working relationships.

The exclusivity of this event to BOV employees reflects the importance that the Bank places on customer experience. The conference underlined the significant investment that the Bank is making in its people to ensure they are empowered and equipped to deliver the highest levels of service to all its customers across all touchpoints.

As explained by CEO Kenneth Farrugia during his address, “Bank of Valletta is committed to foster a culture that prioritises customer experience at all levels of the organisation. The insights and strategies that will be shared during the conference will shape our future CX efforts and will continue to elevate customer experience as a key differentiator in the financial services industry. We are excited to take all lessons learned, and build on them to provide unparalleled experiences for our customers.”

A Stellar Line-Up of Speakers

The event featured a number of prominent speakers, including Betul Yilmaz, Managing Partner at Elephant & CX Consultant who highlighted the key principles of empathy, proactivity, personalisation, and empowerment in customer experience. Professor Georgios Yannakakis and Dr Ahmed Khalifa from the Institute of Digital Games at the University of Malta illustrated how innovations in AI and UX modelling from the video gaming industry can be applied to banking to create personalised experiences and deepen customer engagement.

The conference featured a panel discussion that included other top industry experts such as Benji Borg, CEO of 9H Digital, Christabelle Camilleri, CEO and co-founder of Health & Co &Lil’Ville Childcare, and Theodoros Papadopoulos, Acting Chief CX Officer at BOV. The panel explored how technology and AI can support an organisation’s customer-centric culture. It also highlighted the importance of maintaining a customer-focused approach in product development and suggested strategies on how to overcome challenges in building a customer-centric culture.

Recognising Customer-Centric Employees

A special moment of the conference was the presentation of awards to BOV employees who exemplified customer-centric behaviour throughout the year, demonstrating the Bank’s commitment to recognising and rewarding those who go above and beyond the call of duty to assist customers. These individuals serve as a source of inspiration to all employees, setting the standard for current and future customer engagement.

A Proud First for BOV and Malta

This event marked a new chapter for BOV, further positioning it as a leader and innovator in the market. As Theodoros Papadopoulos stated in his closing address, “By investing in our people, we are equipping them with the tools and knowledge to ensure that our customers always receive the service they have come to expect from a bank like Bank of Valletta. This conference represents a significant step in elevating CX across our Bank and the broader Maltese business community.”

CX Week 2024

In addition to the conference, the Bank’s Customer Experience (CX) Team is organising a series of activities this week aimed at fostering a customer-centric mindset across the Bank.  A key highlight is the return of the annual BOV CX Week Frontline Experience, where back-office employees are given the opportunity to immerse themselves in frontline operations. This initiative provides a hands-on approach to better understand the customer journey, including the challenges and opportunities faced by frontline staff, ultimately driving a deeper commitment to enhancing the overall customer experience.

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