Key Topics Raised by Stakeholders in 2020 The following key topics were raised by our stakeholders, whose inputs were gathered from various engagement approaches throughout the reporting year. Challenges of Responding to COVID-19 The pandemic COVID-19 has put businesses around the world under significant financial stress. With financial resiliency, the bank has maintained strong liquidity and capital over requirements, enabling us to withstand the uncertainty ahead. The bank has implemented control frameworks and measures to ensure that the business runs without disruptions or compromising the health and safety of our customers and employees. Employees are promptly informed of relevant protocols and guidance for safety and business continuity. The bank closely monitors our lending portfolio and, in addition to the Bank of Thailand’s financial relief measures, promptly provides support to customers impacted by the pandemic. Over 700,000 customers from both corporate and retai l segments have participated in our debt relief program. In addition, the bank has helped communities through FAI-FAH’s initiatives and, under the Punboon Fight COVID-19 campaign, served as a platform to help more than 10 foundations and hospitals raise funds during COVID-19. For more information, refer to Responding to COVID-19 in this report. Sustainable Finance Following the signing of a MOU committing to the Sustainable Banking Guidelines – Responsible Lending, the bank has adopted the guidelines and updated our Environmental and Social Responsibility Policy (ESR Policy) accordingly. The revision of ESR Policy has led to 27 business areas that are prohibited under the Exclusion List due to their controversial impact on the environment and society. Examples of new commitments under the ESR Policy include a target to exit from the tobacco industry by 2023, and to stop financing coal-related projects (i.e., coal-fired power plants, coal mining and exploration). For more information, refer to Responsible Lending in this report. Integration between TMB and Thanachart Bank Integration is the bank’s top priority and it is being executed according to a plan that will reap the full potential and accelerate synergy value. Despite the unexpected COVID-19 crisis, the bank has progressed and delivered actions as planned. In terms of product and service readiness, 114 co-location branches have been established to promptly and seamlessly serve our joint customers. We have adjusted our processes and systems to easily onboard customers seamlessly. These include, but are not limited to, cross-transactions at both TMB and Thanachart ATMs, including Thanachart Funds on TMB TOUCH. Creating a new culture for the merged bank is also at the heart of the integration – one of the key enablers that will contribute to its success. Introduced in 2020, I-CARE culture consists of core values that distinctively define our beliefs and behaviors. Moreover, to optimize office space and operational cost savings, the bank managed our facilities by merging nearby branches and consolidating office locations. Over 1,840 Thanachart Bank staff have already transferred to the merged bank. For more information, refer to Integration in this report. 52 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 Su s t a i n a b i l i t y Re po r t 2 0 2 0
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