HSBC has reopened its branch in Bugibba after two months of extensive work to upgrade its facilities. This is the first branch to benefit from an extensive transformational programme that is taking place throughout the branch network of HSBC in Malta with an investment of €8 million to be completed over the next five years. The next immediate upgrades will be unveiled in Hamrun, Swieqi and Paola.

Re-opening the branch, HSBC CEO Alan Richards said the upgrading programme is about optimising HSBC’s branch footprint and channels, including internet banking, ATMs and other self-service machines, in line with the trends and demands of the local community.

“This is a significant investment and a clear demonstration of HSBC’s ongoing commitment to the local economy in Malta. As a bank, we look to continuously invest in our infrastructure, systems, services and our people, to ensure we keep up with the times and the ever-changing needs of our customers. The HSBC team is committed to providing the best possible service to our customers,” said Mr Richards.

This exercise dovetails into the wider HSBC Group strategy to transform its global network to suit the different needs of its international clientele wherever HSBC is present.

Mr Richards referred to a recent survey that revealed that 27 per cent of the Maltese adult population said they were confident to buy goods and services online, making the Maltese one of the most internet savvy populations in Europe. “It follows that customers’ buying patterns are continuing to change. Therefore, the role of HSBC’s branches within the community also needs to continue to change, to adapt to these changing needs – from a place where our staff process customer transactions, to a place where we have better quality conversations so that we can better understand customer needs and can meet these needs with higher levels of customer service,” he said.

To this effect, the upgrading programme is not only about work on the infrastructure to make it more comfortable and accessible but, more importantly, includes an innovative training programme developed by HSBC’s Learning & Development Department, which brings together the best practices from the HSBC Group to ensure that staff have the right skills and confidence to adapt to the changing demands of customers and to provide a consistent customer experience.

Bugibba mayor Graziella Galea said HSBC was a familiar brand and point of reference, not only for the Bugibba community but also for visiting tourists. “HSBC is an internationally recognised institution that not only provides the local community with banking services but also provides help with community projects such as the playing field at Tal-Vecc,” she said.