Affin Bank Berhad | Annual Report 2020

14 MESSAGE FROM THE CHAIRMAN ORGANISATION EXECUTIVE SUMMARY CORPORATE GOVERNANCE FINANCIAL STATEMENTS OTHER INFORMATION The full details of our highlights and achievements can be found in the Management Discussion and Analysis section of this Annual Report. EMBRACING CHANGE FOR THE BENEFIT OF ALL The MCOs had resulted in changes to our operating hours, reduced branch footfalls and face-to-face interactions with our customers. Our sales and processing times were also affected due to slower turnaround time by those involved. We also saw a shift in the credit and cashflow landscapes brought about by the repayment moratoriums as well as our internal repayment assistance programs. In addition, the decentralisation of our operations (for business continuity and staff safety reasons) and the shutting down and sanitisation of our branches and offices due to suspected COVID-19 cases had an effect on our operating cost. During the MCOs, the Bank had adopted split operations for hubs and branches. With regards to our head office, we adopted a precautionary 20:80 Work-in- office: Work-from-home ratio. We also installed tracking QR codes and contactless thermometers at the entrances of our branches and offices, and enforced strict social distancing protocols. We streamlined our processes and procedures as much as possible to derive as much efficiency as possible and accelerated our digitalisation efforts to keep pace with the demands of our customers. By helping our customers through the tough times, we will achieve our long term goal of growing together. Our personal financing products will provide short-term solutions for our customers whereas our deposits and wealth management propositions will provide longer-term assistance to our customers in reprioritising their savings and investment options. With all these initiatives firmly in place, we have taken this pandemic as a test of strength and a learning opportunity. In line with the Group’s direction of refocusing on the basics, we have started to re-examine all our processes and procedures to eliminate unnecessary redundancies, enhance customer value propositions and automate multi-layer repetitive tasks. We aim to emerge as an organisation that is more streamlined, data driven, and focused on the essentials. DRIVING VALUE THROUGH SUSTAINABILITY Financial Institutions today are more than just lenders of capital or financial solution providers – we are active members of the communities around us. We are committed to building a better community, a better country and planet for future generations. The impact of the COVID-19 pandemic has shown the importance of Environmental, Social and Governance (ESG) initiatives and to have a holistic approach to risk mitigation. ESG risks are likely to increase in the aftermath of the pandemic. Pandemics and environmental risks have material impact on businesses and are an important wake-up call for decision-makers across all industries. AFFIN BANK participated in Soup Kitchen activities organised together with Pertiwi Soup Kitchen, an NGO dedicated to provide free food, medical checks and other activities for homeless people around Kuala Lumpur. “In view of the COVID-19 pandemic, we are committed to enhancing our ESG management practices, strengthening our business and increasing our investors' and Shareholders' trust.”