Strategy and Performance

Metrobank is committed to empowering corporate and individual clients to reach their business goals and unlock their full potential. The Bank customizes financial solutions to meet stakeholders’ evolving needs, continuously broadening our reach while creating a lasting impact on communities.

Together with our subsidiaries, we aim to be the trusted partner of our customers by delivering tailored products and services through innovative approaches. Our core strategies focus on enhancing customer experience, expanding digital banking solutions, improving operational efficiency, strengthening corporate governance and risk management, and investing in people development.

The Group’s overarching strategy is guided by our leadership, aligning near-term and long-term goals across subsidiaries. This ensures unified progress toward our common objectives.

GROWTH

We aim to further solidify our position as the preferred bank for our target customers, expanding market share while making our Group more agile and innovative. Key strategic initiatives in the medium-term include maintaining dominance in the corporate and commercial segments and doubling the retail customer base. To achieve this, we aim to:

• Expand our reach through new distribution channels, marketing campaigns, strategic partnerships, and branch expansion, both in key metropolitan areas and underserved rural regions.

• Elevate customer experience by offering relevant, high-value products with distinct features. New products will cater to both existing and emerging markets, with periodic reviews of existing offerings to ensure continued relevance. A dynamic pricing strategy will ensure competitive yet affordable rates for our customers, with updated credit policies that maintain high standards of credit quality.

• Deepen relationships with existing customers. We will leverage data mining, aligned with the risk assessment framework, to identify potential cross-selling opportunities and personalize offerings. The "Good Repeat Client Program" will focus on nurturing existing relationships with targeted offers, aimed at creating a delightful experience for customers.

• Strengthen our "Lifebanking" initiative and position ourselves as a trusted financial advisor across customers' life stages with personalized financial solutions that foster long-term relationships.

CUSTOMER EXPERIENCE

Metrobank recognizes that exceptional customer experience is pivotal to retaining and expanding market share. Over the years, we launched numerous campaigns to reinforce our brand promise, focusing on building trust, delivering meaningful experiences, and fostering sustainable relationships with customers. We are taking further strategic actions:

• We will launch the brand campaign “Let’s grow together at every step,” underscoring our commitment to helping customers achieve their ambitions. This campaign highlights our unique service, malasakit, which demonstrates a deep understanding of customer needs and our goal of empowering them at every stage of their personal and business journeys.

• We are also enhancing our approach to customer feedback through the deployment of a Customer Feedback Management platform, which will provide valuable insights into customer needs, enabling better service delivery and more meaningful interactions.

• We will streamline complaint management to improve customer service and ensure quicker resolutions through the creation of dedicated teams to handle cases.

Metrobank emphasizes that customer experience is a collective responsibility. The Customer Governance Committee ensures consistent adherence to customer protection standards across the organization, and all employees undergo training on the Bank’s Customer Protection Policy to maintain a culture of excellence.

OPERATIONAL EFFICIENCY

In pursuit of improved client experience, we are continuously optimizing our internal processes.

• We continue to streamline process re- engineering, robotics, and automation to eliminate redundancies, reduce turnaround times, and enhance productivity. Our recent initiatives include centralizing the back-end processing of consumer loan functions and offloading non-customer-facing tasks from the branches. This allows front-liners to focus on more impactful customer interactions.

• Our subsidiaries across our customer and business segments are equally committed to operational efficiency. FMIC is streamlining backroom operations, OMLF is consolidating small branches into larger hubs, and PSBank is investing in automation and outsourcing to improve productivity.

• We are also shifting our retail and corporate clients toward digital banking to provide convenient, self-service options. This complements our investments in robust IT infrastructure to support the Group’s ongoing digital transformation.

DIGITAL INITIATIVES

• Metrobank recognizes the importance of evolving the way we engage with customers. We are committed to digitalizing customer engagement, bringing customers from multi-channel interactions to a seamless, mobile-enabled, omnichannel experience. We continue to upgrade our digital platforms by migrating relevant services to online and mobile channels.

Notable initiatives include:

• Digitalizing the onboarding and servicing process for credit cards and personal loans

• Enhancing the Metrobank Online App (MBOA) to accommodate growing user needs such as activating a credit card, availing of an installment loan, sending money, or reporting a lost card.

• Launching an e-savings Account to engage Gen Z customers and clients to open an online account without the need for branch visits.

• For corporate clients, we are enhancing our Metrobank Business Online Solutions (MBOS) to provide secure, end-to-end cash management services.

• We continue to prioritize customer financial education through digital platforms like Metrobank Wealth Insights, and Earnest.

• Our investment banking arm, First Metro Investments Corporation (FMIC), continues to provide economic and market updates through our Economic and Capital Markets Briefing webinars and monthly online publication, The Market Call.

• Aside from financial education, we maintain an active focus on fraud prevention through awareness campaigns.

With the widespread adoption of digitalization among our client base, we will continue to embed digital technologies to ensure efficient, safe, and meaningful engagement with our clients.

CORPORATE GOVERNANCE AND COMPLIANCE & RISK MANAGEMENT

At Metrobank, we uphold strong corporate governance and compliance standards, ensuring a culture of integrity while adapting to the rapidly evolving business environment. We are proactive in aligning processes to meet regulatory requirements and best practices:

• We align with national roadmaps such as the Philippine Development Plan and the Philippine Energy Plan, and international objectives such as the UN Sustainable Development Goals and the United Nations Global Compact.

• We commit to sustainability goals by driving sustainable finance anchored on our principle: Do No Harm, Do Good, and Do More. We focus on mitigating harmful industry exposure, supporting transition finance, and accelerating the growth of a sustainable loan portfolio.

• We continuously refine our risk management framework, integrating best practices to enhance resilience. We maintain rigorous risk mitigation practices across all areas - credit, market and liquidity, and operational risks, and other emerging risks especially in the digital space.

PEOPLE DEVELOPMENT

Metrobank believes that an engaged workforce is key to customer satisfaction. The Bank invests in ongoing employee development through:

• Training programs aimed at enhancing skills such as communication, critical and analytical thinking, product and project management, and leadership.

• Employees are guided by Key Result Areas (KRAs) that align with organizational goals, and those who exceed performance expectations are recognized through a fair promotion and rewards system.

• Our subsidiaries are also advocates for people development, with initiatives like HR business partnerships for FMIC, cultural transformation journey for performance review for OMLF, and customized learning programs for PSBank, designed to build future leaders and ensure business continuity.

MEANINGFUL BANKING

Our strategic focus is on the growth of our core businesses, operational efficiency, and customer- centric relationship rooted in our commitment to “Meaningful Banking”. We remain steadfast in delivering relevant financial solutions, exceptional customer experience, and secure, efficient operations. Through these initiatives, we reinforce our mission to benefit employees, customers, and stakeholders, proving that “You’re in Good Hands with Metrobank”.