Affin Bank Berhad | Annual Report 2020

12 MESSAGE FROM THE CHAIRMAN ORGANISATION EXECUTIVE SUMMARY CORPORATE GOVERNANCE FINANCIAL STATEMENTS OTHER INFORMATION million, more than 60 applications from our corporate clients with a total of RM3.8 billion in outstanding financing and more than 13,000 applications for our community banking customers with total outstanding financing of RM2.4 billion. Nonetheless, with every challenge, there are new opportunities for growth. In order for our business to be sustainable, we need to remain agile, swift and innovative in anticipating the evolving customer habits and to keep up with the advances in digital technology. REVOLUTIONISING THROUGH DIGITALISATION The MCO has drastically changed the way all businesses operate, not least the banking industry. With the majority of the workforce required to work from home, simple banking transactions that we used to take for granted become unavailable. Customers had to move to the digital realm to get their banking needs fulfilled and banks had to keep up with the customers’ expectations by ensuring that they were digitally equipped. It is with this understanding that the bank rolled out its new strategies as part of its AFFINITY IN MOTION 22 (AIM22) programme. One of the key strategic thrusts of AIM22 is that of digital transformation acceleration. As part of our transformation journey, we have also stepped up our digitalisation plan to cater to the ever-evolving needs of our customers. In pursuing digital transformation, our focus is to enhance our customer’ experience via developing an ecosystem of digital solutions to cater to both our individual and corporate customers. Efforts were put in to speed up the enhancement to our Retail Internet Banking, the launch of our AFFINMAX corporate internet banking solution, the development of our new Internet Banking App and our new Lifestyle App (our digital banking proposition) which are expected to go live in 2021. Moving towards a true digitisation of our customer onboarding process, we have revolutionised the traditional account opening process through the Paperless Account Opening Initiative, eliminating the reliance on paper and manual processes. We have also embarked on a strategy to upgrade and increase our Self-Service Terminals (SST) through the nationwide deployment of Cash Recycler Machines. In line with the growing popularity of mobile banking, we have been working to enhance customers experience with our Mobile Banking App targetted for launch in 2021. Through this app which offers new innovative solutions, we expect not only to improve customer experience, but also increase customer acquisition. We aim to grow progressively and proactively by continue building and strengthening the strategic partnerships we have built with our stakeholders, business partners and market influencers. With this, we aim to further increase our brand visibility, improve customer interactions and create new opportunities to fulfill the demands of our customers. AFFIN BANK introduced Affin Invikta, an invitation-only suite of banking solutions for premier customers. “FY2020 also saw the launch of several digital banking solutions to meet the evolving requirements of our business customers.”