At the moment, there are no entries available for display
The Bank recognises that sustainable long-term value creation is fundamentally driven by meaningful stakeholder engagement. Our stakeholders, as providers of the financial, human, intellectual, social and natural capitals that enable our operations, play a vital role in shaping our strategy, performance and long-term resilience. We therefore view engagement not merely as a process, but as a commitment to building sustained, trust-based relationships that reinforce our social licence to operate.
Through structured and continuous dialogue, we actively seek to understand the evolving expectations, priorities and concerns of our stakeholders, and align our strategies, actions and disclosures accordingly. This stakeholder-centric approach enables us to:
- Align strategic direction with stakeholder expectations and emerging priorities
- Identify and prioritise material matters that impact long-term value
- Anticipate risks while unlocking opportunities for responsible growth
- Strengthen transparency, accountability and trust
- Deliver meaningful outcomes that create shared and sustainable value
By nurturing long-term, mutually beneficial relationships, we foster collaboration, resilience and innovation, positioning the Bank to generate enduring value for stakeholders across the short, medium and long term.
Our stakeholder engagement principles
- Accessibility: Ensuring that stakeholders can readily engage with us through a range of platforms and mechanisms.
- Constructive engagement: Proactively engaging with stakeholders, considering their concerns and suggestions with an open mind.
- Transparency: Conducting open and honest communications in line with our Code of Ethics and Conduct and the Communication Policy.
- Ethical governance: Upholding integrity and ethical conduct in all our interactions, fostering trust and confidence.
- Responsiveness: Listening to legitimate concerns and responding appropriately and promptly.
Figure 09 on Stakeholder engagement illustrates our structured stakeholder engagement process, reflecting our steadfast commitment to placing stakeholders at the centre of our decision-making. Guided by our promise, “Our interest is in you”, we adopt a transparent, consistent and purpose-driven approach to engagement across multiple platforms and touchpoints.
Identifying and prioritising our key stakeholders
Our stakeholder engagement approach involves identifying key stakeholders based on their level of interest in and influence over our business. The Bank has categorised its stakeholders into three groups, each with tailored engagement strategies as indicated in Figure 08 below.
Our key stakeholders Figure – 08
We highly engage with
These stakeholders have the greatest influence on the
Bank's operations and are vital for our business
continuity:
Investors
Their capital contributions are essential for meeting
regulatory capital adequacy requirements and funding
growth.
Customers
Meeting customer expectations is fundamental to
ensuring the Bank's viability and long-term
sustainability.
Employees
Acting as intermediaries between the Bank and external
stakeholders, employees play a pivotal role in
delivering our value proposition.
These stakeholders require consistent communication to
maintain trust and support
Business partners
Providers of critical and customised solutions that
enhance our service delivery.
Society & environment
Ensuring that we operate responsibly to secure our
social legitimacy while contributing positively to the
communities in which we operate.
Maintaining regulatory compliance and fostering positive
relationships with these stakeholders is crucial for
operational stability
Government institutions & regulators
Operating in a highly regulated environment, the Bank
prioritises compliance with all applicable regulations
and engages regularly with regulatory bodies to
maintain transparency and accountability.
We keep informed
We keep satisfied
We highly engage with
We keep informed
We keep satisfied
The stakeholder categorisation directly informs the design and execution of our engagement cycle. Figure 09 illustrates how we translate stakeholder prioritisation into structured, action-oriented engagement:
Our stakeholder engagement process Figure – 09
- Objective: Maintain transparency and close the loop by communicating outcomes to stakeholders.
- Key activities: Report initiatives, progress, and impacts; share feedback and performance outcomes; re-engage stakeholders if necessary.
- Outcome: Enhanced stakeholder trust, measured success, and insights for continuous improvement.
- Objective: Design and implement responsive actions based on stakeholder feedback.
- Key activities: Develop action plans, formulate policies and procedures, conduct pre-implementation testing, communicate timelines, and implement initiatives.
- Outcome: Stakeholder-driven actions embedded into business practices for improved outcomes.
- Objective: Analyse feedback and assess the effectiveness of engagement efforts.
- Key activities: Evaluate results, determine alignment with materiality assessments, and prioritise issues for action based on impact and feasibility.
- Outcome: Prioritised list of stakeholder concerns and insights for further action or follow-up engagement.
- Objective: Identify stakeholder groups and understand their interests, concerns, and influence.
- Key activities: Stakeholder mapping, defining inclusivity, identifying engagement opportunities and risks, and prioritising based on influence and interest.
- Outcome: A clear map of stakeholders and prioritised groups for engagement.
- Objective: Establish the strategy for engagement.
- Key activities: Set objectives, scope, and timelines; prioritise stakeholders; determine engagement modes; allocate resources; align with strategic goals.
- Outcome: A comprehensive engagement plan tailored to stakeholder needs and aligned with the organisation’s strategic priorities.
- Objective: Conduct meaningful engagements with stakeholders to gather insights and feedback.
- Key activities: Engage groups successfully using bespoke methods, collect feedback through surveys, interviews, meetings, and consultations.
- Outcome: Insights and feedback gathered for evaluation and prioritisation.
How we engage
Our stakeholder engagement process is continuous and responsive, adapting to evolving stakeholder expectations and external developments. We engage through a range of structured channels , including formal meetings, industry forums, surveys, digital platforms, social media and other feedback mechanisms , as outlined in Figure 10 – Mode and Frequency of Stakeholder Engagement.
Clear responsibilities are assigned to relevant staff to ensure stakeholder concerns are appropriately documented and escalated to the relevant Management and Board Committees. Insights from these engagements inform strategic decision-making, support innovation, mitigate reputational risks and strengthen long-term value creation. Our engagement approach remains two-way, promoting both proactive communication and responsive dialogue.
Mode and frequency of stakeholder engagement Figure – 10
