> Value to Stakeholders As a financial institution, TMB creates financial value for both investors and employees through dividends and compensation while playing a significant role in stimulating national economic growth and uplifting people’s financial well-being through responsible, inclusive, and accessible products and services. Our customers derive value from our products and services. As such, the bank invests in digital technologies and IT infrastructure to provide a better financial experience for our customers so that they experience faster, more convenient, easily accessible, and inclusive service. TMB provides training and career development programs for employees with the aim of promoting career growth and opportunities within the bank. Such value creation in terms of human capital development is not only beneficial to employees, but also to shareholders, investors and society, as it creates a skilled and well-trained workforce. The bank engages with all stakeholders on a regular basis. Stakeholders’ perspectives are taken into account and their concerns addressed appropriately. We believe that having a robust relationship with our stakeholders will enable us to operate responsibly and deliver innovative need-based products and services to customers and society. The bank is continuously mitigating its direct environmental impacts and also its consumption of natural resources while complying with environmental regulations in order to alleviate the bank’s impact on climate change. Input > Financial Capital All financial assets including assets, deposits and equity. Manufactured Capital External resources such as suppliers and contractors are required for business operations; and product and service development. Human and Intellectual Capital Time, skills and knowledge of our workforce; systems; technology; and innovation which contribute to business operations. Social and Relationship Capital Engagement and relationship building with stakeholders including customers, employees, investors, shareholders, regulators, and society. Natural Capital The consumption of natural resources by business activities, i.e., energy consumption and water withdrawal. > Output Financial Capital • 68,791 million Baht of operating income • 10,112 million Baht of net profit • Return on equity: 5.1% Manufactured Capital • 98.0% of transfer service via TOUCH • 25.0% increase in TOUCH active users compared to 2019 • 99.9% uptime of systems for key customer touchpoint applications • Zero data breach cases with customer impacts Human and Intellectual Capital • 8,576 million Baht of employee compensation and benefits • Development programs such as TMB Hackathon and Objective and Key Results (OKR) • Launch of new products and services such as Business ONE, Payroll Plus, Cash Your Car, etc. Social and Relationship Capital • The Bank’s NPS score: 61 • 2,573 volunteers for 23,224 hours • Community investment of 31 million Baht Natural Capital • GHG Scope 1 emissions: 1,177 tonnes of carbon dioxide equivalent • GHG Scope 2 emissions: 15,409 tonnes of carbon dioxide equivalent • GHG Scope 3 emissions from business travel: 266 tonnes of carbon dioxide equivalent TMB inspires people to Make REAL Change by using our financial expertise to address the needs of our customers for better financial well-being. TMB strategic intents: • Focus on customer centricity • Build deposit and transactional banking products excellence • Continue leading in auto loan and lending products • Build sustainable and recurring non-interest income • Optimize capital utilization and liquidity management • Enhance digital capability and solutions • Capture synergy realization TMB Value Creation Saving Investment Protection Transactional Financing 14 Su s t a i n a b i l i t y Re po r t 2 0 2 0 I n t r odu c t i o n Cu s t ome r s En v i r o nme n t a l & So c i a l I mp a c t s Pe op l e Go v e r n a n c e App e nd i x
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