Author: Mel Chamber

Highlighting its commitment to customer-centricity and digital transformation, Bank of Valletta (BOV) reaffirmed its pledge to put customers at the heart of the organisation. This happened during the second annual BOV Customer Experience (CX) Conference, held on 31 October 2025 at the Radisson Blu.

Opening the conference, CEO Kenneth Farrugia stated, “Customer experience is not a trend. It is our compass. Every decision we make is guided by the principle of staying relevant to our customers in a fast-changing world.”

The conference brought together around 180 colleagues from across the organisation alongside guest speakers and industry leaders. A key part of the agenda was a panel discussion featuring experts from hospitality, healthcare and artificial intelligence. They were Nico Sarti, Angie Balzan, Charlotte Sant Portanier, and Dr Gege Gatt. They emphasised that while technology is vital, genuine service is built on trust and human connection.

A highlight of the day was the BOV CX Hackathon, where six employees presented creative solutions designed to make banking more intuitive and meaningful. Following a live vote by attendees, the winning concept was a digital self-service tool to support customers during bereavement. It will now be developed and implemented as part of the Bank’s transformation journey.

As Chief Customer Experience Officer, Theodoros Papadopoulos reflected, “For me, this isn’t just another conference. It’s proof that courage, creativity, and heart can redefine what a financial services institution stands for.”

The 2025 BOV CX Conference reinforced a powerful message. Customer experience is not a project with an end date, but it is a mindset. By listening, learning, and acting with purpose, BOV ensures every change adds up to a better experience for its customers.

DIGI-ELEVATE is a new ERASMUS+ co-funded project led by the Malta Business Bureau (MBB), designed to help micro-entrepreneurs strengthen their digital capabilities and sharpen their competitive edge. It focuses on raising awareness of how practical digital skills and tools can support small business owners in responding more effectively to market shifts and customer needs.

The project was officially launched during the Erasmus+ and European Solidarity Corps Grant Award Ceremony 2025 organised by the European Union Programmes Agency (EUPA). The launch highlighted the project’s relevance to ongoing European efforts to support small enterprises in adapting to digital transformation.

DIGI-ELEVATE brings together MBB and its partners: Eurodimensions, an SME based in Malta; DIDEAS, a social enterprise based in Valencia; and the University of National and World Economy in Sofia.

Its core goal is to generate lasting change by equipping micro-entrepreneurs to effectively apply digital management strategies in planning, operations and business development. By optimizing their skills, the project aims to stimulate innovation and encourage a critical reassessment of business models, including sustainability and long-term growth.

The project aims to deliver its goals through a comprehensive learning model established through a research phase which will help the partners develop a new curriculum and outline the learning outcomes. This will be followed by the development of a massive open online course (MOOC) which will be available on demand and feature e-learning tools. The MOOC will then undergo pilot testing before being disseminated widely with its target audience.

This project aligns closely with EU priorities and addresses the urgent need for microenterprises to gain clarity on digital opportunities, fostering resilience against rapid technological change and larger entity competition.

A few weeks ago, Bank of Valletta joined the Parish of Sacro Cuor, Sliema, to inaugurate the restoration of The Triumph of the Immaculate Conception, the dramatic apsidal painting by renowned Maltese artist Giuseppe Calì (1846–1930). The work, originally executed in 1892 using oil on stone, has been carefully conserved to its former radiance through a multi-stage process led by restorer Prevarti.

The evening opened with choir and organ, followed by reflections from Parish Priest Fr Martin Coleiro OFM and a step-by-step walkthrough of the conservation journey by Pierre Bugeja, founder of Prevarti. The inauguration and blessing of the restored apse were performed by W.R.P. Twanny Chircop OFM.

The restored main apse depicts the Madonna on a crescent, centred among a gathering choir of angels forming a distinctive V-shape. Heresy lies vanquished at her feet. Pope Leo XIII appears to the right, alongside the symbols of the Evangelists and two angels. Blessed John Duns Scotus OFM features to the left with angels and a red flag. The composition is structured on diagonals converging at the Madonna, rendered in Calì’s signature subtle pastel palette with romantic, saccharine overtones. The Navarro family coat of arms is visible in the left-hand corner.

Whilst giving an overview of the conservation project undertaken, Pierre Bugeja explained, “After carrying out scientific analysis of the painting, we provided consolidation to the stone support and stabilised the paint layer. The complex cleaning process removed a layer of wax that was added on the surface during a past intervention, together with a layer of dust, dirt and previous retouching and overpainting. Finally, we carried out a conservative reintegration using reversible materials. The colours and structure that Calì intended are legible once more—without compromising the integrity of the original.”

Addressing the congregation, Fr Martin said, “This restoration returns a powerful focal point to our parish—art that lifts eyes and hearts. We are grateful to all who made this possible, especially Bank of Valletta for championing our community heritage.”

Charles Azzopardi, Head of the Bank’s CSR team represented the BOV Foundation. In his intervention, he explained that, “At BOV we believe that thriving communities protect their past while investing in their future. We are proud to stand with Sacro Cuor and the Sliema community to safeguard a national treasure for generations to come.”

This is another example of how Bank of Valletta continues to invest in Malta’s living heritage. By supporting the conservation of landmark works, it is helping communities preserve spaces and artefacts that bring people together.A few weeks ago, Bank of Valletta joined the Parish of Sacro Cuor, Sliema, to inaugurate the restoration of The Triumph of the Immaculate Conception, the dramatic apsidal painting by renowned Maltese artist Giuseppe Calì (1846–1930). The work, originally executed in 1892 using oil on stone, has been carefully conserved to its former radiance through a multi-stage process led by restorer Prevarti.

The evening opened with choir and organ, followed by reflections from Parish Priest Fr Martin Coleiro OFM and a step-by-step walkthrough of the conservation journey by Pierre Bugeja, founder of Prevarti. The inauguration and blessing of the restored apse were performed by W.R.P. Twanny Chircop OFM.

The restored main apse depicts the Madonna on a crescent, centred among a gathering choir of angels forming a distinctive V-shape. Heresy lies vanquished at her feet. Pope Leo XIII appears to the right, alongside the symbols of the Evangelists and two angels. Blessed John Duns Scotus OFM features to the left with angels and a red flag. The composition is structured on diagonals converging at the Madonna, rendered in Calì’s signature subtle pastel palette with romantic, saccharine overtones. The Navarro family coat of arms is visible in the left-hand corner.

Whilst giving an overview of the conservation project undertaken, Pierre Bugeja explained, “After carrying out scientific analysis of the painting, we provided consolidation to the stone support and stabilised the paint layer. The complex cleaning process removed a layer of wax that was added on the surface during a past intervention, together with a layer of dust, dirt and previous retouching and overpainting. Finally, we carried out a conservative reintegration using reversible materials. The colours and structure that Calì intended are legible once more—without compromising the integrity of the original.”

Addressing the congregation, Fr Martin said, “This restoration returns a powerful focal point to our parish—art that lifts eyes and hearts. We are grateful to all who made this possible, especially Bank of Valletta for championing our community heritage.”

Charles Azzopardi, Head of the Bank’s CSR team represented the BOV Foundation. In his intervention, he explained that, “At BOV we believe that thriving communities protect their past while investing in their future. We are proud to stand with Sacro Cuor and the Sliema community to safeguard a national treasure for generations to come.”

This is another example of how Bank of Valletta continues to invest in Malta’s living heritage. By supporting the conservation of landmark works, it is helping communities preserve spaces and artefacts that bring people together.

The HSBC Malta Foundation and JA Malta Foundation, formerly known as Young Enterprise Malta, are proud to announce a renewed strategic partnership that will see HSBC commit €150,000 over three years. This investment, amounting to €50,000 annually, will support JA Malta’s mission to empower young people through entrepreneurship, innovation, and sustainability education.

This renewed collaboration reflects a shared vision between the two organisations: to equip Malta’s youth with the skills and mindset needed to thrive in today’s evolving economy, while fostering a strong sense of social and environmental responsibility.

Through this partnership, the HSBC Malta Foundation is supporting some of JA Malta’s most impactful programmes and initiatives. These include the Company Programme, where students aged 15 to 18 set up and run their own mini-companies, and the StartUp Programme, which gives university students the opportunity to develop and launch their own business ideas in a real-world setting.

In addition to these core programmes, the foundation is also supporting wider entrepreneurship education initiatives focused on financial capability and work readiness. Sustainability and ESG-themed workshops and events are also a key part of this effort, helping to embed environmentally conscious thinking throughout JA Malta’s educational framework.

A major highlight of this collaboration is the introduction of two new national awards, fully funded by HSBC Malta Foundation. The HSBC Green Entrepreneurship Award, designed for post-secondary students taking part in the Company Programme, encouraging innovative and eco-friendly business solutions. Meanwhile, the HSBC ESG Sustainability Award, part of the StartUp Programme at tertiary level, recognises student teams that successfully integrate environmental, social and governance principles into their business models. The winning team from this category will also be eligible for up to €10,000 in seed funding if they choose to continue developing their idea beyond the programme.

Another important milestone in this partnership is the establishment of the JA Malta Centre of Excellence, a national initiative developed in collaboration with the Government of Malta and the Ministry for Education. This initiative serves as a new impetus for entrepreneurship and financial literacy education, offering accredited training to educators through a University of Malta-approved course. It empowers teachers to embed financial and entrepreneurial education across the curriculum, while giving schools access to global initiatives like Global Money Week and the opportunity to gain national recognition as a centre of excellence.

Matthew Caruana, CEO of JA Malta Foundation, said the renewed agreement marks an exciting new chapter. “HSBC Malta Foundation has been a key partner for decades. This agreement goes beyond teaching students how to run a business. It’s about shaping responsible leaders who understand the value of sustainability from the very beginning. These new awards are not just prizes — they are a call to action for our young changemakers.”

Geoffrey Fichte, CEO at HSBC Bank Malta and Chairman for the HSBC Malta Foundation, echoed the importance of investing in Malta’s youth. “At HSBC, we believe in supporting Malta’s future through our young people. These programmes give students the chance to develop a mindset that blends innovation, responsibility and leadership. Sustainability is not a trend — it’s an essential part of how we move forward across all industries, and we are proud to play a role in helping students embrace that mindset early on.”

This strengthened partnership builds on years of successful collaboration and sets the stage for even greater national impact. HSBC Malta Foundation looks forward to supporting more initiatives with JA Malta in the coming years, further reinforcing its commitment to youth development and sustainability-focused education in Malta.

Fundacion MAPFRE, in collaboration with the BOV Foundation, proudly launched the Fundacion MAPFRE Pension Guide in Malta during a distinguished event held at Verdala Palace. The initiative marks a significant step forward in promoting financial literacy and long-term financial wellbeing among Maltese households.

The event opened with a welcome address by Elvira Vega, CEO of Fundacion MAPFRE, who shared the foundation’s global vision for financial education. “At Fundacion MAPFRE, we believe that financial literacy is a cornerstone of social progress. Our Pension Guide is designed to empower individuals with the knowledge they need to make informed decisions about their future,” Vega stated. “We are honoured to partner with the BOV Foundation in Malta to bring this resource to life.”

The keynote address was delivered by Dr Gordon Cordina, Chairman of Bank of Valletta, who explored the evolving macroeconomic context for pensions in Malta, highlighting the importance of proactive planning in an ageing society.

“Ensuring sustainable and adequate pensions for Malta’s future requires forward-looking reforms, greater private savings, and a collaborative approach. By learning from international experience and encouraging innovation, we can secure dignity and stability for tomorrow’s retirees” said Dr Cordina

A key highlight of the event was the presentation of research findings on “Attitudes and Behaviours towards Pensions Among Maltese Households”, conducted by Daniel Magrin, BOV Head of Marketing & Product Lifecycle Management and Petra Ellul Mercer founder of CapableMind. The study revealed insightful trends and challenges in pension awareness and preparedness across different demographics.

The event concluded with a dynamic panel discussion featuring leading voices in the financial sector, including  Kenneth Farrugia, CEO of Bank of Valletta,  Elvira Lopez de Lara Merida, CEO of MAPFRE MSV Life; Etienne Sciberras, CEO of MAPFRE Middlesea; alongside Daniel Magrin and Petra Ellul Mercer. The panel explored strategies to enhance pension engagement and the role of institutions in fostering a culture of financial responsibility.

This launch represents a collaborative effort to address one of Malta’s most pressing financial education needs and reflects a shared commitment to building a more financially resilient society.

The HSBC Malta Foundation is proud to announce its support for the launch of a new educational music video celebrating the Maltese Honey Bee, Malta’s National Insect. Produced by the Foundation for the Conservation of the Maltese Honey Bee (KNM Foundation), the video was officially launched on the 24 September, marking the first anniversary of the Maltese Honey Bee being declared Malta’s National Insect. A celebratory event will be held in December at St Ġorġ Preca College Valletta Primary School to mark the release.

The music video features a brand-new song entitled In-Naħla u Sħabha (L-Għanja tal-Ispeċi Nazzjonali), which translates to The Bee and Her Friends (The Song of the National Species). It is available on the YouTube channel of the KNM Foundation. The video forms part of a wider educational initiative aimed at raising awareness among young students about the importance of our national species and biodiversity. It completes a trilogy of educational songs developed by the KNM Foundation to highlight environmental and cultural themes linked to Malta’s unique biodiversity.

Glenn Bugeja, Corporate Sustainability Manager at HSBC Malta, commented: “Through our support for this project, the HSBC Malta Foundation is helping to inspire a new generation to value and protect Malta’s natural heritage. Educating children about the importance of the Maltese Honey Bee is not only an investment in biodiversity, but also in the future well-being of our communities.”

Abner Joe Buttigieg, on behalf of the Foundation for the Conservation of the Maltese Honey Bee, added: “We are immensely grateful to the HSBC Malta Foundation for their support. Thanks to their sponsorship, we were able to complete the final video in this important educational series, ensuring that every song now has a visual companion to better engage and educate children about the vital role of our national species.”

The Foundation for the Conservation of the Maltese Honey Bee is a non-profit organisation committed to the protection of Malta’s endemic honey bee subspecies, Apis mellifera ruttneri, through advocacy, education, and research initiatives.

The video prominently features the HSBC Malta Foundation logo alongside that of the main sponsor, reflecting their joint commitment to promoting sustainability and environmental stewardship among Malta’s younger generations.

Bank of Valletta will be hosting the first-ever Investor Days on the 3rd and 4th November in Gozo and Malta, respectively. These events provide shareholders, customers, and members of the financial community with a direct platform to engage with BOV’s leadership team on its strategic direction, performance, and future outlook of the Bank.

The sessions will include presentations by the Bank’s leadership team, including BOV Chairperson, Dr Gordon Cordina, CEO Kenneth Farrugia, and Chief Financial Officer, Kevin Cardona. In addition, several of the Bank’s Executive Committee will participate in a panel discussion, covering performance highlights, digital transformation advancements, customer service initiatives, and progress across sustainability and governance commitments.

Speaking ahead of the events, Dr Gordon Cordina highlighted the importance of dialogue in driving trust and long-term value. “Investor Days reflect our ongoing commitment to accountability and direct engagement with our stakeholders. These exchanges are essential to ensuring alignment between the Bank’s strategic trajectory and the expectations of those who place their confidence in us,” Dr Cordina said.

Kenneth Farrugia emphasised how the Investor Days reinforce the Bank’s forward-looking agenda.  “This is a pivotal moment to share the progress we are making as we invest in our people, technology, and operations to shape a more modern, customer-centric Bank. We look forward to engaging with our investor community as we continue to deliver on our strategic priorities,” Mr Farrugia said.

Kevin Cardona noted the importance of transparency in communicating financial performance and strategy. “These discussions provide clarity and context to our results, ensuring our stakeholders understand the key drivers behind our performance and how we are positioned for sustainable growth,” Mr Cardona commented.

The Malta session on 4th November will be live-streamed at 1700 hours. Participants may register their interest in participating by clicking on this link https://bov.jotform.com/253003711853045

These Investor Days mark the first in a planned series of ongoing engagements between the Bank and its investor community. The Bank remains committed to maintaining open, transparent communication channels, and ensuring that shareholders and stakeholders alike are kept informed about the Bank’s progress, priorities, and performance. The Bank looks forward to continue this dialogue in the months and years ahead.