People are our priority, now and always.
This year has had an extraordinary impact on our customers, local businesses, community and, of course, the economy.
Despite everything, 2020 has given me the opportunity to witness people coming together to support one another. This interruption to normality has provided a unique time to realign ourselves with what it is to be human. And remind ourselves of what’s truly important as we go about our lives.
At Bank of Sydney, the year has also given us the opportunity to adapt to our customers’ changing needs and ensure we continue to offer the best possible service.
Providing safety and support.
We’re continuing to make proactive decisions to keep our staff and customers as safe as possible, following the advice of the Australian Federal Government and health authorities. This includes stringent hygiene measures within our branches, reduced branch opening hours and a split-team strategy with more than 50% of our head office staff currently working from home.
Our branch staff have kept in regular contact with our customers and communities both in person and via video conferencing. This was deeply appreciated by our customers, and our people were happy to be able to help.
We’ve supported customers facing challenging times with hardship assistance, and we’ve helped affected customers to get back on track.
We’ve also continued to work with community groups and partners throughout the year, and supported their moves to digital and alternative solutions.
Adapting to the changing needs of our customers and community.
With these measures in place, we’ve paid close attention to our customers’ changing behaviours over the course of the year. Adapting to the new climate, there has been an urgent demand for increased digital and remote banking services. While our strategic plan was already in motion to improve infrastructure, applications and automation, the process has been accelerated in order to keep up with customer needs. This includes the launch of our new website and commencing the rollout of Smart ATMs across our branches, for greater convenience.
Sincerely, thank you.
I’d like to thank our customers, staff and community for your understanding and support throughout 2020. Please know that as we rethink and refine our business model, we do so with you in mind.
Finally, I want to acknowledge how humbled I am by everyone’s commitment and support during this extraordinary year. Despite the various challenges we’ve all faced, it’s been wonderful to work together and I look forward to this continuing into 2021 and beyond.
As always, I wish you all and your families health, happiness and peace.
Chief Executive Officer