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HSBC Bank Malta has held a meeting for the bank’s local shareholders to discuss current developments at HSBC as well as strategies for the future. Shareholders also had the opportunity to meet the Bank’s new Chief Executive Officer Shaun Wallis, who was introduced by HSBC Chairman Albert Mizzi and to ask questions of the Management Team about the Bank.
HSBC Chief Operating Officer Martin Wilkins, HSBC Director Dr Philip Farrugia Randon, together with Company Secretary Dr George Brancaleone and the Chief Financial Officer David Demarco were also present along with other senior executives.
“HSBC is committed to listening to all its stakeholders, be they shareholders, customers or staff. We want to do our very best to remain the preferred Bank and recognised for giving customers a fair deal and excellent service. HSBC feels that meetings with its shareholders provide a vital opportunity for feedback that is invaluable for an organisation that wants to build on its first five years of success in Malta,” said Mr Wallis.
Mr Wallis explained the continuing improvement in the underlying performance of the Bank over the last three years. Particular emphasis was placed on the benefits resulting from the dual initiatives of freeing up time for front office staff to provide more and better services to customers and to the centralising of back office operations in a new centre in Qormi which was opened by the Prime Minister earlier this year.
Mr Wallis also discussed the increasing use of technology, which is helping HSBC to deliver a better service to customers through automation and electronic services and to the back office to improve processing and decision-making in support of the front office.
Some of the highlights mentioned included that 19,000 users have now subscribed to HSBC’s Personal Internet Banking Service since its launch in February and are undertaking over 340,000 transactions per month and increasing; the new Call Centre opened in November 2003 has taken some 337,000 calls and all 63 of HSBC’s ATMs have been replaced with new state-of-the-art machines and carrying over 430,000 transactions per month.
All this and other automated services reflected the substantial increase in business volumes which were being handled more efficiently and on a lower cost base.
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