‘Digital-First’ Operating Model The Digital First model is based upon our goal of delivering better customer experience by putting digital at the center of TMB Bank’s omni-channel offerings. To achieve it, we have changed the way we work, both within the organization and in terms of our in-branch service. Internally, we havemoved toward a decentralized platform of innovation that fosters a more rapid launch of new solutions across the bank. In our branches in 2020, we leveraged digital technology to enhance the offline experience and to ultimately onboard offline customers to online. For example, instead of using typical paperwork we began servicing branch-first customers via highly secured tablets or navigated them to TMB TOUCH, in order to familiarize them with our digital platform and to make their experience more convenient, faster and easier. In some pilot branches, floor managers can now help customers waiting in line with their transactions via ATM or TMB TOUCH. Branch at the Center of Banking Mobile Banking Platform at the Center of Banking Wealth Banking Wealth Banking Outbound Tele Sales Outbound Tele Sales Contact Center Inbound Services Contact Center Inbound Services Small Business Owners Small Business Owners Branch Banking Digital Banking Mobile Mortgage Sales Mobile Mortgage Sales 24 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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