Este artigo foi publicado originalmente no Financeiros da marca Malaysia 100 2023. A classificação de força está melhorando, impulsionada por melhorias nas percepções de atendimento ao cliente e disponibilidade. Em que grandes sucessos você experimentou que pode definir essa melhoria?
Interview with Abdul Sani Abdul Murad
Despite the challenging economic landscape in the past two years, RHB's brand value is growing again, and its brand strength rank is improving, driven by improvements in the perceptions of customer service and availability. What big successes have you experienced that you can pin this improvement on?
para nós, é simples. Innovamos e simplificamos continuamente nossos processos, de acordo com a promessa de nossa marca de fornecer soluções rápidas, simples e perfeitas para ajudar nossos clientes a alcançar seus objetivos.
Para nossos clientes de PME, temos algumas soluções. Uma delas é a solução de financiamento on-line de PME, onde nossos clientes precisam apenas enviar dois documentos sem visitar o banco fisicamente ao solicitar um empréstimo e ser notificado sobre o status de aprovação de empréstimos dentro de dois dias úteis. Além disso, lançamos a plataforma digital RHB #jomsapot para permitir que as PMEs promovam seus negócios sem nenhum custo. Também introduzimos o primeiro cartão de plástico reciclado da Ásia-Pacífico, o cartão de débito RHB Visa WWF-I, para apoiar a conservação marinha. Solicamos séries de conversas financeiras de bate -papo em dinheiro RHB para ajudar a educar os malaios sobre alfabetização financeira. O Banker International de varejo. Qual o papel que a sustentabilidade desempenha para ajudar a impulsionar sua promessa de “juntos nós progredimos”? Para fazer isso, temos uma estratégia de sustentabilidade e roteiro robustos, onde integramos questões de sustentabilidade em nossas estratégias de negócios e processos de tomada de decisão. Fazemos isso criando impactos positivos através de nossos empréstimos, mercados de capitais, gerenciamento de patrimônio, depósitos, investimentos, gerenciamento de ativos e empresas de seguros. Uma de nossas aspirações é mobilizar RM20 bilhões em serviços financeiros sustentáveis até 2026. Até o momento, fornecemos RM14 bilhões, ou 73% do nosso alvo 2026. Nossa promessa de marca de entregar soluções rápidas, simples e sem costura para ajudar nossos clientes a alcançar seus objetivos. ”
We have also introduced the RHB Reflex Premium Plus, an all-in-one financial management and business solution that helps SMEs digitise their business for greater efficiency. Additionally, we launched the RHB #JomSapot digital platform to enable SMEs to promote their business at no cost.
For our retail customers, we have enhanced our RHB Mobile Banking app with more features for our customers’ convenience. We also introduced Asia Pacific's first recycled plastic card, the RHB Visa WWF Debit Card-i, to support marine conservation. We have rolled out RHB Money Chat financial talk series to help educate Malaysians on financial literacy.
Consequently, we have been recognised with several awards including:
• Best Retail Bank in Malaysia, Best Digital Ecosystem Initiative, and Best SME Loan by the Asian Banker.
• Best Debit Card Initiative, Best Mortgage Offering, and Excellence in SME Banking by the Retail Banker International.
Our continued support to our customers has been reflected in our net promoter score ("NPS"), where we ranked 3rd place in 2022 among Malaysian banks.
RHB is a strong advocate of sustainability. What role does sustainability play in helping to drive your brand promise of “Together We Progress”?
Our brand promise of “Together we Progress” and purpose statement of “Making Progress Happen for Everyone” empowers us to take the right actions to ensure continuous sustainable growth, and manage sustainability-related risks, for the bank and its stakeholders. To do this, we have a robust Sustainability strategy and Roadmap where we integrate sustainability matters into our business strategies and decision-making processes.
To improve the lives and livelihoods of our customers, we elevate our financial capital and social and relationship capital by providing products and services and delivering excellent customer service. We do this by creating positive impacts through our lending, capital markets, wealth management, deposits, investment, asset management and insurance businesses.
In addition, we proactively promote financial inclusion by providing access to financial products and services to targeted segments, including the youth and underserved, and businesses.
We are strong supporters of the SMEs in their journey towards building sustainable businesses. One of our aspirations is to mobilise RM20 billion in sustainable financial services by 2026. To-date, we have provided RM14 billion, or 73% of our 2026 target.
“Our brand promise empowers us to take the right actions to ensure continuous sustainable growth, and manage sustainability-related risks, for the bank and its stakeholders. We continuously innovate and simplify our processes in keeping with our brand promise of delivering fast, simple and seamless solutions to help our customers achieve their goals.”
Como você mantém a lealdade do cliente, apesar do ambiente econômico desafiador?
Our three-year corporate strategy roadmap of “Together We Progress 24” (“TWP24”) centres around three objectives – to be everyone’s primary bank, prioritise customer’s experience, and drive quality growth.
O TWP24 enfatiza uma forte cultura do cliente e continua a melhorar a ideação centrada no cliente. Eles podem usar esses pontos de lealdade para resgatar recompensas atraentes. Essas iniciativas são um reflexo dos valores compartilhados entre o RHB e seus clientes. Desde o seu lançamento em 2022, apoiamos 141 PMEs em sua jornada. Também temos o RHB #jomsapot, uma plataforma digital para as PME para ajudar as PME com sua marca e promover seus negócios. O RHB Clean-a-Thon contou com a participação de mais de 400 participantes.
One example is our RHB Loyalty Rewards Programme, where our customers gain loyalty points across multiple banking facilities when they save, spend and invest with RHB. They can use these loyalty points to redeem attractive rewards.
We also have various corporate social responsibility (CSR) programmes to enrich and empower communities, especially children, young adults and businesses. These initiatives are a reflection of the shared values between RHB and its customers.
One of these is the RHB #JomBiz that helps SMEs grow their businesses efficiently through training and funding. Since its launch in 2022, we have supported 141 SMEs in their journey. We also have RHB #JomSapot, a digital platform for SMEs to help SMEs with their branding and promote their businesses.
In 2023, we organised the RHB Clean-a-thon, Malaysia’s first gotong-royong series with the local community, at Sungai Tiang, Bagan Datuk. The RHB Clean-a-thon was attended by over 400 participants.
