My first Publication ocbc_ar17_fullreport_english | Page 48

SUSTAINABILITY REPORT
STAKEHOLDER ENGAGEMENT
We regularly engage our key stakeholder groups as this facilitates communication and allows us to deepen our
understanding of their needs and aspirations. Our approach towards stakeholder engagement is summarised in
the table below.
STAKEHOLDER
GROUPS INTERESTS
AND CONCERNS HOW
OCBC RESPONDS
CUSTOMERS • Commitment to customer relationships
• Adherence to Fair Dealing
• Quality of advice
• Relevance and suitability of recommended
products and services
• Quality and consistency of service
• Ease of doing business • Develop customer-centric products and solutions based
on customer insights drawn from market research and
customer interviews
• Leverage technology to deliver superior customer experience
• Design seamless and simple customer touchpoints
• Launch “Stay True” campaign, championing honest and
transparent advertising
EMPLOYEES • Supportiveness of work culture
• Progressiveness of work environment
• Opportunities for continuous learning
and development • Launch OCBC Employer Brand
• Engage employees with HR policies and programmes based on
the three pillars of the OCBC Employer Brand – Caring, Progressive
and Delivering a Difference
INVESTORS • Stability and sustainability of
earnings growth
• Soundness of funding and capital position
• Predictability and sustainability of
dividend payout
• Asset quality
• Strength of corporate governance
and stewardship
• Commitment to responsible
financing practices • Pursue a prudent growth strategy
• Construct a sound funding and capital framework and diversified
funding base
• Maintain a consistent dividend policy
• Apply robust risk management practices and disclosures
• Ensure strong Board oversight and transparent disclosures
• Adopt responsible financing framework and disclose sustainability
commitments and practices
COMMUNITY • Support for family cohesion
• Support for the needs of an
ageing population
• Societal acceptance of special
needs persons
• Promotion of environmental sustainability
• Availability of education opportunities
for children and youths • Launch #OCBCCares Programme to offer holistic support to
make a difference
• Organise community engagement activities to build relationships
• Support biodiversity enhancements at Coney Island in Singapore
• Launch #OCBCCares Fund for the Environment to fully fund ground-
up initiatives that deliver sustainable environmental impact
• Offer bond-free scholarships and book prizes
• Sponsor OCBC Skyway at Gardens by the Bay and the Singapore
Sports Hub which includes OCBC Arena, OCBC Aquatic Centre and
OCBC Square
REGULATORS •
•
•
•
•
•
• • Formulate a comprehensive compliance risk framework to
provide a holistic approach to managing legal and regulatory risk
• Implement policies and procedures to ensure compliance with
applicable laws, rules and regulations
• Advise business units on applicable laws, rules and regulations
• Provide regular training for employees on applicable laws,
rules and regulations
• Conduct compliance testing
• Leverage fintech solutions to improve regulatory
monitoring effectiveness
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Robustness of risk culture
Management of conduct risk
Commitment to combating financial crime
Strength of data governance and security
Preparedness for cyber threats
Stability of financial performance
Responsiveness to fintech developments
OCBC ANNUAL REPORT 2017