Turning strategy into resilient results

Metrobank consistently strives to expand our customer base by reviewing and enhancing our products to better meet the evolving needs of both existing and new customers, including those across emerging markets.   

We maintain a disciplined pricing strategy framework to ensure our loan products remain affordable and competitive. Furthermore, we continue to implement initiatives such as the Good Repeat Client Program and Lifebanking activities to identify our ideal customers and offer more targeted and personalized solutions, thereby strengthening client relationships over the long term. 

In 2025, our business units actively pursued growth opportunities with a focus on improving market share and enhancing customer experience. Key initiatives included: 

Metrobank commits to our campaign of “growing together” with clients at every step. This involves embedding our malasakit brand of service throughout the customer journey. We continuously streamline our omni-channel experience to deliver more seamless and consistent interactions for Metrobank customers.

Our customer experience initiatives are anchored on valuing client feedback and strengthening our responsiveness to requests and complaints. To support this, the Bank has invested in a Customer Feedback Management platform that enables more efficient monitoring and analysis of customer insights, which we use to enhance our products, services, and processes.

We also recognize the critical role of our Metrobankers in delivering quality customer service, which we consider a collective responsibility, particularly in addressing customer concerns. Our Customer Governance Committee ensures that employees undergo regular training on our Customer Protection Policy and consistently uphold our customer protection standards across all touchpoints.

In 2025, our business units—particularly the Branch Banking Sector—have accelerated channel enhancements to further improve customer experience. 

In 2025, we contained our operating cost growth at 3.3%, keeping total expenses at PHP79.7 billion, which improved our cost-to-income ratio to 50.7%, down from 53.8%.

We made significant investments to scale our digital capabilities across the Bank and our subsidiaries to strengthen data management capabilities and operational resilience. At the same time, we are actively transitioning our clients toward digital banking solutions while fostering meaningful relationships between customers and branch personnel through an advisory-led approach, rather than transactional servicing. Our activities in 2025 focused on:

• Rationalizing duplicate functions in FMIC’s backroom operations and governance units;
• Streamlining and reevaluation of OMLF’s branch network;
• Artificial intelligence and machine learning adoption for smarter processes at PSBank.

As we advance our technological capabilities at Metrobank, we ensure that clients remain at the center of innovation. Our digitalization efforts focus on boosting client engagement throughout our channels. We continue to enhance the Metrobank Online App (MBOA) and Metrobank Business Online Solutions (MBOS) by developing new platforms and features that provide clients with easier access to a wider range of financial services and greater transparency in financial information.

In support of these efforts, we continued to strengthen our digital and information resources in 2025 with:

• Delivery of regular updates and investment advice through our financial information resources, Metrobank Wealth Insights and Earnest;
• Regular presentation of Economic and Capital Markets Briefings on Metrobank Wealth Insights to share expert analysis about the economy and financial markets;
• Maintained FMIC’s The Market Call to keep clients and the public well-informed about capital markets;
• Automation of loan collection letters through M Connect to improve efficiency and timeliness;
• App optimization to support various online products, such as eSavings and online time deposits;
• Introduction of electronic statements of account on MBOA;
• Improvements to the mobile remittance solutions of our foreign subsidiaries;
• Organized fraud prevention awareness campaigns on digital platforms.

Compliance with our Corporate Governance Manual

Annual governance training for Metrobank leaders

Metrobank upholds good corporate governance to preserve a culture of integrity across our organization. At the same time, we consistently improve our risk management amidst the rapidly evolving business environment. Part of strengthening our governance and risk management is staying abreast of developments in the regulatory landscape to ensure compliance and considering sustainable development in our business operations and relationships.

Among the regulatory requirements we adhere to is protecting the data privacy of our customers and the Bank. We have a dedicated Data Privacy Department that conducts a Privacy Impact Assessment (PIA) to review and identify potential issues, the results of which we use to improve our processes. 

The Bank also aligns our operations with the Philippine Development Plan, the United Nations Sustainable Development Goals (UN SDGs), and the United Nations Global Compact Principles. We ensure that our lending and investment solutions are not used for projects that are illegal or may harm the environment and the people. We engage only with organizations that follow responsible and lawful practices, and we expect our contractors and suppliers to abide by environmental regulations and good governance practices.

Aside from these environmental and social matters, our risk management also remains attentive to market, operational, and material risks. We are vigilant about adopting risk mitigation and controls for anti-money laundering, lending and deposit-taking, and statement of account, among others.

Metrobank manages risks through a top-down approach and focuses on improving our employees’ risk awareness through training and mentoring programs.

Metrobankers play a vital role in delivering meaningful customer experiences and supporting our day-to-day operations. As such, the Bank continues to invest in the professional growth of our employees through targeted training and development programs, including communication and presentation skills, critical and analytical thinking, product and project management, and leadership development. We also nurture future leaders through structured mentorship and succession planning initiatives. To ensure alignment with organizational priorities, we are enhancing our Key Result Areas (KRAs) to assess employee performance and contributions against the Bank’s objectives.

In 2025, our people development initiatives emphasized strengthening Metrobankers’ capabilities to deliver superior client experiences. These efforts include:

Specialized training sessions for branch frontline teams to improve the handling of BSP cases and customer complaints;

• Upskilling wealth specialists to deepen their expertise and enhance client engagement;
• Assignment of HR Business Partners in each business unit of FMIC to evaluate job efficiency;
• Review of benefits and salary scale, as well as redesigning employee training curriculum at OMLF;
• Personalized training for middle and senior managers through the PSBank Business Campus.

In executing our strategies and pursuing our objectives, we are guided by our commitment to Meaningful Banking. We will continue to provide relevant financial solutions and quality customer experiences, assuring every stakeholder of our efforts to fulfill our brand promise, “You’re in Good Hands with Metrobank.”