Maybank, a leading financial services and banking group in Malaysia, has embarked on a pioneering journey in the financial realm by adopting digital solutions to improve user experiences, streamline operations, and strengthen cybersecurity.
Revolutionizing Digital Banking Experience
Maybank's dedication to delivering a seamless and user-centric banking experience materialized in the comprehensive revamp of the Maybank2U mobile application and website in 2018. This overhaul introduced features like dynamic PayNow QR codes, Scan & Pay, and a customizable savings planner, transforming financial transactions into intuitive and user-friendly interactions. The success of these enhancements is mirrored in the impressive statistics of over 12 million downloads and 7 million active users for the Maybank2U mobile app.
In 2020, Maybank took another leap forward with the introduction of the MAE (Maybank Anytime, Everyone) mobile banking and e-wallet app. This innovative platform seamlessly integrates online banking with users' lifestyle needs, providing access to savings accounts, fund transfers, expense monitoring, in-app virtual debit cards, and goal-based saving through 'Tabung.' MAE exemplifies Maybank's commitment to staying attuned to evolving customer expectations and preferences.
Strategic Digitalization for Operational Excellence
Maybank's strategic vision places a strong emphasis on operational efficiency through the adept use of cutting-edge technologies. The automation of back-office processes emerged as a key focus, with the integration of machine learning for credit applications, branch operations, and trade services. The incorporation of technologies like robotic process automation (RPA) and intelligent character recognition (ICR/OCR) has streamlined operations, resulting in enhanced efficiency and reduced customer turnaround times.
Maybank's commitment to providing a seamless onboarding experience is evident in the adoption of a fully digital Know Your Customer (KYC) capability. Customers can initiate onboarding through app-integrated video calls, showcasing Maybank's dedication to digitizing traditionally complex processes.
M25+ Strategy: A Blueprint for Future-Ready Financial Leadership
Maybank has unveiled its refined corporate strategy, known as M25+, aimed at driving meaningful differentiation in five key strategic thrusts and accelerating the development of key capabilities for sustainable long-term growth. The five strategic thrusts include intensifying customer centricity, accelerating digitalization and technological modernization, strengthening Maybank's business presence beyond Malaysia, driving leadership in the sustainability agenda, and becoming a global leader in Islamic Banking.
Maybank aims to fortify its regional business presence through the regionalization of solutions, while also driving sustainability leadership by embracing ethical banking principles and supporting decarbonization strategies. In the realm of Islamic banking, Maybank will concentrate on expertise in Islamic wealth management, making Singapore the hub and expanding in the Middle East and ASEAN.
Maybank plans an investment of RM3.5 billion to RM4.5 billion over the next three to five years, primarily in technology. The expected outcomes by 2025 include accelerated time-to-market for solutions, increased customer satisfaction, higher digital customer penetration, improved employee engagement, and loan growth, leading to a return-on-equity of 11-12% and a cost-to-income ratio of around 45%. This strategic vision positions Maybank as a dynamic force in the evolving financial services landscape.
In conclusion, Maybank's trailblazing foray into financial services innovation is strategically articulated through the M25+ strategy. This visionary approach places a paramount emphasis on elevating customer centricity, expediting digitalization and technological modernization, and fortifying Maybank's business presence beyond the confines of Malaysia. With these strategic pillars firmly in place, Maybank is well-positioned for future-ready financial leadership, ensuring continued success in the ever-evolving landscape of the financial services industry.
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