Author: Mel Chamber

Bank of Valletta has celebrated colleagues who are making a meaningful difference in customers’ lives through its CX Stars recognition programme, an initiative that places the customer’s voice at the heart of employee recognition and reinforces the Bank’s commitment to delivering exceptional customer experiences.

The programme forms part of the Bank’s ongoing Voice of the Customer (VoC) initiative, through which customers share feedback about their experiences across the Bank’s channels. This feedback helps BOV understand what matters most to customers, shape service improvements, and recognise colleagues who are making a real difference.

Through CX Stars, frontline employees who receive multiple positive mentions from customers are celebrated, giving customers a direct voice in recognising exceptional service.

Employees across the Bank were also encouraged to nominate colleagues in support and brand protection roles whose work strengthens the overall customer experience. This reflects the fact that great service is not created only at the frontline, but through the combined efforts of teams who simplify processes, remove friction, strengthen controls, and help customers bank with confidence.

Addressing the nominees, Bank of Valletta CEO Kenneth Farrugia explained, “At BOV, customer experience is everyone’s responsibility. What makes the CX Stars programme particularly meaningful is that it combines the voice of our customers with the appreciation of our colleagues. Customers help us identify those who have made a genuine difference to their experience, while employees can recognise peers whose work supports and enables that experience behind the scenes. Together, these recognitions reinforce our commitment to putting customers at the centre of everything we do.”

The recognition programme is part of BOV’s broader customer experience journey, which continues to strengthen the way the Bank listens, learns and acts on customer feedback. It also reinforces a culture where feedback is not simply measured but used to drive meaningful improvement.

CX Stars is also a reminder that every role contributes to the customer experience — from colleagues serving customers directly, to those supporting teams, improving processes, developing solutions, and strengthening the Bank’s operational and governance frameworks.

By linking customer feedback with employee recognition, Bank of Valletta continues to turn insight into action while celebrating the people who bring its customer-first values to life every day.

Bank of Valletta is strengthening its commitment to financial education through its participation in the 2026 SkolaSajf programme, which is expected to reach around 700 children aged between eight and twelve at 30 centres across Malta. This marks the Bank’s third year of participation in this summer-school programme.

The initiative introduces children to essential financial concepts in an engaging and age-appropriate way. Sessions address understanding money and the difference between needs and wants, saving and goal setting, smart spending and simple budgeting. They also promote confidence with money, responsible behaviour and awareness of digital money and safety.

At the heart of the programme is AstroSaver, the Bank’s Young Savers mascot, together with a mix of games, clips, and hands-on activities. A key feature of this year’s programme is Astro Money Mission, an interactive board game developed specifically for the sessions. It gives children an opportunity to apply what they have learned while working together, solving problems and making decisions.

The 2026 programme also broadens the conversation from managing money to protecting it. Community Police Officers are participating in selected sessions, where they provide children with simple and practical guidance on scams and online safety. The sessions explain what a scam is, discuss how children can stay safe when gaming or interacting online, and reinforce three clear steps: “Stop, Think, Ask.”

Children are also introduced to common warning signs, including offers or prizes that appear too good to be true, messages that create urgency or pressure, requests for passwords or personal information, and links from unknown or untrusted sources.

The participation of Community Police Officers builds on the collaboration agreement between the Bank and the Malta Police Force. The agreement supports joint initiatives intended to strengthen national resilience against financial crime, promote public education and awareness, reduce victimisation and enhance customer protection. The wider partnership has also been publicly positioned as a means of helping society respond to the evolving tactics of fraudsters and scammers.

By bringing financial literacy and scam awareness together, the programme encourages children to make considered choices both with money and the online world. The same habit of pausing before spending, distinguishing between needs and wants, and thinking about longer-term goals can also help children recognise pressure, question suspicious requests and seek advice from a trusted adult.

“Every conversation we have with a child about saving, planning and making smart choices helps build confidence that can last a lifetime. Through SkolaSajf, we are not just teaching financial concepts. We are helping young people develop skills that will support them in the years ahead,” explained Vanessa Borg, Lead Marketing and Product Lifecycle Management at the Bank.

Financial literacy is an important life skill, and early, practical conversations can help children develop healthy habits and a positive relationship with money. Through SkolaSajf, Bank of Valletta is taking these conversations directly into communities and presenting them in a way that is relevant, memorable and enjoyable for young learners. This approach complements the Bank’s wider educational outreach, which promotes smarter financial choices, safer digital habits and stronger financial confidence among young people.

The Malta Bankers’ Association (MBA), in collaboration with EY, hosted banking professionals and industry stakeholders at BOV Centre for a focused discussion on Frontier AI, cybersecurity and the resilience of Malta’s financial services sector.

Opening the event, MBA Chair Kenneth Farrugia said the fast pace of artificial intelligence requires banks to think beyond individual institutions and respond with a shared sense of responsibility. “The challenges facing our industry, particularly those arising from artificial intelligence and cybersecurity, cannot be addressed effectively by institutions working in isolation,” said Mr Farrugia. “They require shared expertise, open dialogue and a clear commitment to protecting the resilience of our sector and the trust of the communities we serve.”

The session brought together expertise from EY cybersecurity specialists Curt Gauci, Partner in Technology Consulting at EY Malta; Christos Yiacoumis, Partner in Technology Consulting Cybersecurity at EY Cyprus; and Panagiotis Papagiannakopoulos, EY Europe Central Financial Services Cybersecurity Leader and EMEIA Microsoft Cloud Security Centre of Excellence Leader.

The EY speakers noted that Frontier AI is moving quickly from productivity support to an operational capability that can reason, analyse complex information and execute multi-step workflows. For banks, this opens the door to greater efficiency and innovation, but also raises the urgency of managing cyber threats that are becoming faster and more sophisticated.

A central message from the discussion was that banks need to be both AI-enabled and AI-resilient. This means embracing the opportunities of AI while ensuring that governance, cybersecurity and operational resilience frameworks remain strong enough to keep pace with change.

Drawing on EY’s Global Cybersecurity Leadership Insights Study, the presenters highlighted the importance of visibility across increasingly complex technology environments. EY’s research indicates that 36% of organisational assets globally fall within the “vulnerability zone”, while 80% of cybersecurity leaders believe their most significant risks sit in blind spots.

Mr Farrugia said the discussion reinforced the MBA’s role as a forum where member banks can examine common risks, exchange experience and strengthen collective preparedness. “The pace of technological change means that resilience cannot be treated as a one-off exercise. It calls for continuous investment, sound governance and close cooperation across the industry,” he said. “Through the MBA, member banks can build a stronger understanding of emerging risks and contribute to a banking sector that is more resilient, informed and future-ready.”

Mr Farrugia also thanked EY for bringing international expertise and research into the local industry conversation. “Partnerships of this nature help ensure that Malta’s banking community remains informed, prepared and responsive as the technology and risk landscape continues to evolve,” he added.

The discussion also addressed continuous asset and identity visibility, stronger third-party risk management, faster vulnerability remediation and the responsible use of AI-assisted cyber defence. Participants were encouraged to view Frontier AI not only as a technology matter, but as a strategic resilience priority for boards, senior management and leaders across technology, risk, operations, data and business functions. “By combining knowledge, experience and a shared sense of responsibility, we will be better placed to harness the benefits of innovation, respond to emerging threats and protect the trust on which banking is built,” Mr Farrugia concluded.

The event underscored the need for continued dialogue and cooperation as banks seek to harness AI’s potential while safeguarding resilience, security and trust.

Bank of Valletta recently welcomed more than 1,000 employees to its annual Staff Summer Event at the stunning Verdala Palace Gardens, bringing colleagues together for an evening that celebrated the people, energy and shared values that make BOV one of Malta’s leading employers.

With live music, delicious food, interactive photo booths and a spectacular drone light show, the evening gave teams from across the Bank the chance to relax, reconnect and enjoy time together away from the workplace.

Beyond the celebration itself, the event underlined the Bank’s continued focus on employee engagement and employer branding. Creating moments where people feel valued, included and connected is an important part of building a strong workplace culture and supporting the teams who serve BOV’s customers every day.

Commenting on the event, Kenneth Farrugia, the Bank’s CEO, said, “At Bank of Valletta, our greatest strength has always been our people. The BOV Staff Summer Event was a moment to celebrate their commitment, energy and contribution to the Bank’s success. Strong organisations are built on strong cultures, and we will continue investing in initiatives that help our people feel connected, proud and inspired to give their best.”

Chief Operations Officer Ernest Agius added, “A positive employee experience is key to delivering excellent customer experiences. Events like this bring people together, strengthen relationships and remind us that, while our roles may be different, we are united by a shared purpose. They also reflect who we are as an employer and why BOV continues to be a place where people can build meaningful careers.”

The evening featured performances by Brass House Unit, Matt Blxck and DJ Ziggy, with the drone light show providing a memorable finale above Verdala Palace Gardens. As BOV continues to grow and evolve, the Bank remains committed to nurturing a workplace where people feel supported, engaged and proud to contribute to its future.

Bank of Valletta is continuing to strengthen its investment services proposition, with a clear focus on helping customers make sense of market developments and take financial decisions with greater clarity and confidence.

This approach was at the centre of a recent BOV Asset Management seminar, which brought together teams from across the Bank to discuss market opportunities, investment solutions and the role advisers play in supporting customers. Addressing the seminar, Kenneth Farrugia, the Bank’s Chief Executive Officer, said that BOV’s priority is to remain close to customers through experienced people, personalised service and convenient access across the Bank’s network. He noted that ongoing investment in people, technology and service delivery is helping the Bank respond more effectively to customers’ needs at every stage of their financial journey.

The Bank is also making better use of technology, client insights and relationship management tools to deliver advice that is more timely and relevant. Customers can draw on this support through relationship managers, the Investment Centre, Wealth Management advisers, branches and other service channels.

During the seminar, the BOV Asset Management Portfolio Management Team shared its outlook for the second half of 2026, outlining the market themes likely to influence investor decisions in the months ahead. These included artificial intelligence, geopolitical fragmentation, resilient corporate earnings, fiscal policy developments and opportunities in fixed income. The outlook for Malta was also described as positive, supported by strong economic growth and constructive local sentiment.

The seminar also looked beyond market performance and product solutions to the customer experience itself. Clear communication, consistency and empathy were highlighted as essential to building stronger relationships and helping customers feel properly supported in the decisions they take.

Peter Paul Cilia, Head at BOV Asset Management, provided an update on the product range and business performance, noting encouraging growth in Monthly Investment Plans and the continued development of investment solutions that respond to customers’ evolving needs.

Closing the seminar, Simon Azzopardi, Chief Personal and Wealth Officer, said the Bank will continue to strengthen its investment services by combining technical expertise with close customer relationships.

“As Malta’s financial services sector continues to evolve, our focus remains firmly on helping customers make informed decisions and plan with greater confidence,” Mr Azzopardi said. “Customers are looking for guidance they can trust, delivered by people who understand their goals and circumstances. Through our Wealth Management, Asset Management and Investment Centre teams, we are making it easier for customers to access experienced professionals who can support them in building long-term financial plans.”

By bringing together its Asset Management, Wealth Management, Retail and Investment Centre teams, BOV is giving customers easier access to the expertise they need to understand their options, plan ahead and invest with greater trust.

Bank of Valletta has inaugurated its first Home Finance Hub in Mosta, marking an important step in the Bank’s drive to make home financing faster, simpler and more personal. The Hub brings together dedicated specialists under one roof, supporting customers from their first enquiry to sanction, reducing handovers, improving communication and giving customers greater clarity and confidence throughout the home loan process.

The initiative responds to the continued demand for home loans, the importance of home finance within the Bank’s product offering, and the significance of this junction for customers, particularly first-time buyers. The Hub will provide focused support for customers seeking a wide range of home financing solutions.

The first BOV Home Finance Hub was officially opened in Mosta, within the PAMA complex, by the Bank’s CEO Kenneth Farrugia. Also present were Director Deborah Schembri, Chief Personal & Wealth Officer Simon Azzopardi, and Chief Operations Officer Ernest Agius. Located on the same floor as the BOV Investment Centre, the Hub serves customers from the northern region. It brings together home loan specialists, Relationship Officers and analysts in one dedicated team, enabling applications to be handled more efficiently and with greater focus.

Kenneth Farrugia said, “BOV already has a strong home loan proposition, with competitive interest rates and a comprehensive range of financing solutions. Through the Home Finance Hub model, we are strengthening another critical part of the customer journey: time-to-sanction. Buying a home is a major life decision, and customers rightly expect speed, clarity and expert guidance. These Hubs allow us to deliver that experience in a more focused and consistent way.”

Adding to the CEO’s comments, Simon Azzopardi highlighted that, “The Hub model is an important part of our omnichannel approach. Customers increasingly expect choice, and here we are putting them in the driver’s seat. They may start their journey online, meet a specialist at the Hub, and then move back to digital channels as needed. Our focus is to make that journey connected and seamless, giving our customers the flexibility to engage with us in the way that works best for them, without losing the personal guidance that matters when financing a home.”

BOV Director Deborah Schembri congratulated all those who worked to bring the project to life, saying, “From a Board perspective, this initiative demonstrates how our strategy is translated into tangible action. We are investing not only in products and capabilities, but also in the quality of the experience we provide to our customers. In today’s environment, success is defined not simply by what we offer, but by how we deliver it. Trust, transparency and responsiveness are increasingly important differentiators. A home loan is often the beginning of a long-term relationship between a customer and the Bank. It is therefore essential that every interaction reflects the professionalism, expertise and care for which Bank of Valletta is known. The Home Finance Hub model places those qualities at the centre of the customer experience.”

The opening of the Mosta Home Finance Hub marks the next phase in BOV’s home lending strategy, reinforcing the Bank’s focus on offering competitive products, faster service and a more personal customer experience. BOV will be introducing three more Home Finance Hubs over the coming weeks and months, enabling more customers to benefit from the same dedicated service experience.

Bank of Valletta recently welcomed its business customers from across Gozo to a dedicated engagement event focused on strengthening dialogue, gathering valuable feedback, and better understanding the evolving financial needs of individuals, families and businesses on the island.

The event forms part of the Bank’s ongoing customer engagement programme, which brings together customers and members of the Bank’s leadership and specialist teams throughout the year across Malta and Gozo. These occasions create a space for open discussion, enabling customers to share insights, discuss their priorities and contribute directly to the continuous enhancement of the Bank’s products, services and customer experience.

Commenting on the event, CEO Kenneth Farrugia highlighted the importance of maintaining close and meaningful relationships with customers. “Our customers are at the centre of everything we do. While digital channels continue to play an increasingly important role in the way customers interact with us, nothing replaces the value of meeting people face-to-face, listening to their experiences and understanding their evolving needs. These conversations provide valuable insights that help guide the continuous development of our products, services and customer experience.”

Simon Grech, Chief Commercial Officer, noted that BOV’s commitment to customer engagement extends well beyond individual events and forms an integral part of the Bank’s broader approach to serving the communities in which it operates. “We engage with customers through a wide range of initiatives, including investment and market outlook sessions, business networking events, customer appreciation gatherings and community activities. Each interaction offers an opportunity to better understand customer expectations and respond more effectively to their needs.”

The event also highlighted Bank of Valletta’s longstanding commitment to the Gozitan community. Through its presence on the island and its continued investment in customer relationships, the Bank remains focused on supporting the aspirations of Gozitan households, businesses and entrepreneurs.

As Bank of Valletta continues to strengthen its omnichannel approach, customer feedback remains central to the way the Bank evolves its offering. Through initiatives such as its Voice of the Customer programme, BOV continues to listen, respond and improve, ensuring its products, services and channels remain aligned with the changing needs of customers across the Maltese Islands.

As Malta’s Bank of Choice, Bank of Valletta remains committed to building lasting relationships with customers, supporting communities and delivering a banking experience that combines the convenience of digital innovation with the trust and personal connection that come from being close to the people it serves.

The BOV Foundation has supported the conservation and restoration of the oil-on-canvas painting depicting St Joseph and the Infant Christ at the Parish Church of the Assumption of the Blessed Virgin Mary into Heaven in Mġarr. Dating back to 1927, the painting is signed by Ramiro Raffaele Calì, son of the renowned Maltese artist Giuseppe Calì, from whom he inherited both stylistic influence and a sensitivity to ecclesiastical commissions.

The restoration project was carried out by ReCoop–The Restoration and Conservation Coop Ltd. During a visit to ReCoop laboratories, Mġarr Parish Priest Fr Sean Abela and BOV representatives, led by Ernest Agius, BOV COO and Deputy Chairperson of the BOV Foundation, were briefed on the restoration process by conservator and restorer Roderick Abela.

Mr Abela explained that the restoration began with non-invasive scientific analysis, followed by a detailed assessment of the painting’s condition.

The painting, executed in oil on a thin canvas attached to a wooden auxiliary support, had become loose at the bottom, exposing torn and fragile areas of the canvas. Conservators consolidated the weakened areas and repaired the damaged support. They also carefully removed layers of dust, dirt, aged varnish, wax and unwanted overpainting that had obscured the artwork’s original appearance. Areas of paint loss were treated and retouched to restore the visual unity of the work, with reintegration carried out using reversible materials and techniques.

Mr Abela also noted that the dedication “G. Chetcuti Donavit” appears at the bottom right of the painting, indicating that Calì’s work was donated by G. Chetcuti. Further research has since identified the donor as Giuseppe Chetcuti, although very little is currently known about him.

Commenting on the project, Ernest Agius said the Foundation is proud to support another initiative that safeguards Malta’s artistic and religious heritage for future generations. “This restoration project reflects the Foundation’s ongoing commitment to preserving works of cultural significance within communities across Malta and Gozo. While culture and the arts remain an important area of focus, the Foundation also actively supports initiatives in sport, education, the environment and, most importantly, the social sector, which is particularly close to our hearts,” he said. Mr Agius also expressed his pride in the positive impact made by BOV employees through their voluntary work in both the social and environmental sectors.

HSBC’s Head Office in Qormi has recently undergone an independent environmental review carried out by St Michael’s School, St Venera, as part of EkoSkola, Malta’s national Eco-Schools programme supported by the Foundation for Environmental Education.

The audit found that HSBC’s Qormi office demonstrates a strong and consistent commitment to sustainability across its operations. Highlights identified by the review include energy-efficient LED lighting fitted throughout the building, the use of sustainably sourced hot water, and a canteen policy that avoids single-use plastics in favour of locally sourced, seasonal produce. Waste oil is disposed of through a licensed contractor, and coffee is served using beans rather than single-use pods.

The review also recognised HSBC’s approach to employees wellbeing, citing flexible working arrangements, confidential psychological support delivered in partnership with the Richmond Foundation, a mentoring system, and a paid volunteering day offered to every member of staff each year.

“We are proud that our Qormi office has been recognised for the sustainability practices our teams live out every day,” said Geoffrey Fichte, CEO at HSBC Bank Malta. “Independent reviews like this one, carried out by the next generation of environmental leaders, hold us to a high standard and help us see clearly where we are doing well and where we can improve.”

HSBC Malta already has an Environmental Manager in place at the Qormi office, providing a strong foundation to build a formal Environmental Management System, supported by the site’s existing Environmental Policy. The audit also highlighted a few practical improvements, which HSBC is working with its facilities and environmental teams to implement.