Our ability to sustain strong relationships with customers and the wider Mauritian community is vital for the Bank. Our approach to this pillar is divided into three main categories:
With the unceasing support and guidance of AfrAsia Bank, the AfrAsia Foundation (“AF”) continues to focus on its mission of Shaping A World of Difference by funding sustainable projects that support the environment and society to help build thriving communities (Corporate Social Responsibility).
Make a significant impact in the lives of socially-challenged communities through actions that foster sustainable livelihood
Undertake ecological endeavours that protect the environment and conserve natural resources
Support activities related to education, health and climate change to promote sustainable development
Source Sponsor An AfrAsiaKid Brochure
During the Employee Engagement Survey done in 2019, CSR scored high in terms of engagement drivers as shown by the graph below. This is an ode to the fact that AfrAsians believe in AfrAsia Foundation’s mission of Shaping A World of Difference. It also supports the below aims:
AfrAsia Foundation is registered under the Foundations Act 2012, has its own charter and is governed by 18 policies whereby a company secretary, DTOS, ensures proper compliance with the policies at all times. The Foundation is also governed by 8 council members who decide to which projects the funds are allocated to.
Now in its second year of operation, as at June 2019, The AfrAsia School project consisting of an Early Childhood Programme, an Afterschool Programme and a Parent Empowerment Support Programme welcomes:
The beneficiaries were selected based on:
Various health awareness initiatives have been undertaken by AfrAsia Foundation in an effort to promote awareness on the main issues affecting the Mauritian population.
We call our male AfrAsians participating in the Movember initiative, an annual event involving the growing of moustaches of men during the month of November, as our “MoBros”. The main aim is to raise awareness of men's health issues; namely: Prostate cancer, Testicular cancer & Men's suicide. This initiative is adapted from 'What is a mobro'.
With the support of our 25 MoBros, we were able to raise MUR 474,500, which were donated to Link to Life for the maintenance of the Linear Ultrasound probe and the Ultrasound machine, purchased by AfrAsia Foundation for cancer screening purposes targeting the vulnerable and underprivileged.
For the second consecutive year, AfrAsia Foundation together with the Corporate Banking Team and the Ministry of Health organised a blood donation which has helped collect 126 pints of blood from 176 participants.
3 Fun days were organised for children fighting cancer in collaboration with Link to Life. This was an opportunity for our employees to volunteer and understand how this disease affects the patient and his family.
The Environment Pillar of the Foundation is developed through the following initiatives:
In view of always enhancing the experience of our customers, at AfrAsia we track and analyse our pain points through customer’s grievances. We encourage the reporting of customers concerns and use the analysis of the root causes to re-think our internal processes and by so doing, constantly challenging the status quo. This allows us to engage with our customers and to identify how we can improve the service levels. Grievances are considered as an early warning sign for us and we provide multiple channels to customers to report any disruption in their banking journey as this is an opportunity for the Bank to regain customers’ loyalty.
We view it as an opportunity to regain our customer’s loyalty
They are an early warning sign of an emerging process
They help us in identifying areas in which we can improve Customer Experience
Channels available to customers to report grievances include:
Complaints Box in Branches (Ebene & PortLouis)
As our customers are at the heart of everything we do, we have reinforced our complaints handling process and perform monitoring as well as reporting on a daily basis. All staff have also been sensitized to promptly report grievances and have been trained on how to handle them. The internal communication was also improved in case of customer impacting issues and this allowed a quicker turnaround time to manage potential issues prior to them impeding on the customers’ experience. All the initiatives undertaken resulted in a significant decrease in complaints level when compared to January 2018 and the Bank attained a notable achievement of having a zero official complaint month in January 2019.
Last year, we conducted a stakeholder exercise through which we classified the stakeholders according to their involvement, interest and influence in the Bank. This exercise involved identifying and prioritizing our key stakeholders in order to maintain a dialogue, correctly determine their needs and respond to their feedback in an efficient and timely manner.
Additionally, we engage with our stakeholders on sustainability topics through various means including:
AfrAsia Bank’s Sustainability Committee is made up of “champions” from all departments of the Bank who exemplify AfrAsia’s commitment to sustainability. In May 2019, the champions were given a 1 ½ day workshop by sustainability consultants, who customized the course for the AfrAsians. The main objectives of this workshop were to:
Following this training, some of our champions have brought forward projects which will be implemented in this financial year.