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    Our objectives

    We are dedicated in community investment through charity, volunteer services, etc., to enable younger generations to reach their full potential by developing their future skills and offering financial literacy. Hang Seng as well emphasises customer centricity and employee well-being to ensure corporate sustainability.

    Key figures

    Employee advocacy: 74% in Employee Engagement Index (as of second half of 2020)

    ESG awareness: total 11 ESG topics in 27 postings to all staff (as of March 2021)

    Employee gender diversity: 53% of Executive Committee members are women as (as of March 2021)

    Highlights

    Community

    Community investment

    Hang Seng’s community investment strategy is designed around four pillars:

    1. Developing future skills
    2. Promoting sustainable finance and financial literacy
    3. Addressing climate change
    4. Caring for the community

     

    During 2020, we invested more than HKD30 million in our community investment programmes, bringing the total amount over the past 10 years to HKD282 million.

    We collaborated with local NGOs to design and deliver a total of 12 community investment programmes to support over 40,000 direct beneficiaries. We also made contributions to the Community Chest of Hong Kong which helped reach another 2.5 million people.


    We invested non-financial resources such as volunteer time, professional expertise and practical support to ensure these programmes foster lasting social and environmental impact. Between volunteer time and professional expertise, we contributed close to 11,000 hours in 2020.


    For details of community investment initiatives, please refer to our latest ESG Report.

    Four pillars

    Programme name: “I am…” Youth Portal

    Beneficiary: Young people aged from 15-29
     

    Programme name: Hang Seng Youth Career Planning Scheme

    Beneficiary: Youths at risks
     

    Programme name: Hang Seng - HKFWS Youth Mediation Scheme

    Beneficiary: Primary school students and their parents, as well as teachers
     

    Programme name: Go! GingerOnion

    Beneficiary: Youths and students aged from 13-24
     

    Programme name: Hang Seng Character Master Programme

    Beneficiary: Senior primary school students
     

    Programme name: Hang Seng – YMCA Balloon Twisting Programme for Special Educational Needs Students

    Beneficiary: Students with special educational needs

    Programme name: e$mart Financial Education Programme

    Beneficiary: Children aged from 6-12

    Programme name: Hang Seng Yunnan Low Carbon Village

    Beneficiary: Rural villagers in China
     

    Programme name: Hang Seng - CA Eco-Rangers

    Beneficiary: The public

    Programme name: Hang Seng Academic Assistance Programme

    Beneficiary: Underprivileged primary and lower secondary school students and their families
     

    Programme name: Hang Seng Table Tennis Academy

    Beneficiary: Children and youth aged from 5-16, athletes, coaches and the public
     

    Programme name: Hang Seng - Hong Kong Sports Institute "Community in Action"

    Beneficiary: Elite athletes, youths and students

    Volunteer services

    Amid social distancing, many members of Hang Seng staff – who are all entitled to two days of volunteer leave – participated in ‘virtual volunteering’ in our community. They assisted students via an online homework portal and phoned elderly community members to offer emotional support and provide advice about staying safe and well. In partnership with the Hong Kong Association of Banks, our volunteers also delivered digital banking knowledge to local youths and elderly people via an online workshop and sharing session.

    Overview

    Our customer-centric service puts strong emphasis on building long-term relationships. Since 1933, our commitment to core values – professionalism, passion, and a prudent but progressive approach – has earned us the trust and loyalty of our customers. 

    Customer privacy

    Ensuring the privacy of our customers’ personal information and other data is critical. It maintains our reputation for good governance and bolsters the trust that underpins lasting business relationships.

    • As our customers, you are notified about our collection and use of personal data, the classes of transferees, classes of marketing subjects, their data access and their right to correct personal data.
    • Customers can easily access Hang Seng’s Privacy Policy, Notice to Customers and Other Individuals relating to the Personal Data (Privacy) Ordinance, and Cookies Policy on our website.
    • In 2020, we hosted an online seminar to enhance our staff’s understanding of legal and regulatory issues relating to direct marketing.

    Customer experience

    Enhancing branch service

    • To minimise waiting time at branches, eAppointment for Account Opening and eTicketing for Counter Services have been introduced. These services improve the customer experience, and complement our efforts to combat COVID-19 by reducing queues and supporting social distancing.

    Improving the online banking experience

    • In 2020, we introduced DigiLife, a seamless digital experience for HASE life insurance and general insurance policy holders. Available online and via our Hang Seng Mobile App, it features an at-a-glance policy summary and details
    • We extended services through HARO, our AI-powered personal e-Banking chatbot HARO service was extended to WhatsApp in 2020
    • We also extended functions through BERI, our business e-Banking chatbot, to allow customers to check balances, view account balance trends, perform FX-related transactions, and live-chat with contact centre agents
    • As of December 2020, we had more than 2.2 million personal e-Banking customers

    Offering accessible financial solutions

    • In 2020, we launched SimplyFund: a low-cost and easy-to-use investment fund service, specifically for young or novice investors. It features a wealth of useful knowledge about the basics of investment funds, and customers can invest in the global, Chinese and Hong Kong markets simply and swiftly for just HK$ 1.

    Building financial literacy

    • We strive to nurture young people’s saving habits and help them to plan their finances for the future. The newly launched Savings Planner service in Hang Seng Mobile App allows users to keep track of their expenses effortlessly, with no data exposure to third parties.

    Accessible banking services for all

    • We adopt a barrier-free approach for all new branches and self-service outlets. Social Caring Counters at 22 of our branches provide priority service to the elderly, the disabled and other customers in need
    • As part of our partnership with Hong Kong Seeing Eye Dog Services (HKSEDS), visually impaired customers can bring guide dogs into the banking halls of our branches. Some of our branches are HKSEDS training sites
    • We increased the number of voice-navigable ATMs for visually impaired customers to 273 in 2020. We also provide audible security tokens for visually impaired customers’ e-Banking
    • Our 2 mobile branches provide access for the elderly and people living in remote areas

    Overview

    Our staff are the engine of our success and the primary bridge between our business and the local community. We reward them with competitive compensation and benefits packages, and engage them with supportive and flexible working conditions. Our training and development programmes cultivate professionals who contribute to our success and who understand sustainability in practice.

    Equal opportunities, diversity and inclusion

    • Of our senior leaders, 41% are women. This is well above the HSBC Group’s diversity target of 30% of senior roles being filled by women in 2020. Of our employees in Hong Kong, 57% are women.
    • All staff receive training on diversity, inclusion, equal opportunities and human rights issues that are relevant to our operations. This is also part of our New Joiners Induction Programme. In 2020, we provided our employees in Hong Kong with approximately 7,000 hours of such training.

    Training and skills development

    We invest in training and development to build and sustain a professional, ethical team that contributes to the success of the Bank. We commit to deploying staff with sufficient skills, knowledge, professional qualifications, experience and soundness of judgement for the responsible discharge of their duties.

    To empower our staff to develop future skills, we launched the CareerWise programme in 2020. Its features include:

    • Rock Your Profile: workshops facilitate personal branding through LinkedIn® professional networking service profiles, and strengthen the Bank’s branding in the market, to attract talent
    • Career KOL: external and internal key opinion leaders share career stories, reflections on their journeys and reality checks
    • Talks-series Video: via video, different departments showcase their teams and personalities, and share interesting glimpses of wide-ranging roles, to help staff navigate development opportunities within the Bank
    • Future Skills: representatives of different businesses and functions act as influencers, encouraging staff to explore their potential

    Employee well-being

    Employees who enjoy a good work-life balance are better equipped to perform well. Our staff are going through a variety work-life challenges at different stages of their lives. Therefore, we offer the flexibility to work from home, work part-time or take sabbatical leave, so they can fulfil their responsibilities as parents or caregivers.

    Supporting flexible working

    • We have established a formal policy to provide flexibility for employees to work from home or other Hang Seng offices

    Promoting health and wellness

    • Our Employee Assistance Programme provides access to professional counsellors. This service – available 24 hours a day, seven days a week – is free and confidential
    • Our Back to Healthy Lifestyle programme offers online well-being workshops. For example, many of our employees are parents, so we hosted workshops to share tips for managing children’s emotional health
    • In September 2020, we launched Workout Month with a comprehensive exercise schedule and live video guidance to keep staff active. Having received much positive feedback, we have since turned the event into regular online exercise classes

    Occupational Health and Safety

    We uphold high standards of Occupational Health and Safety (OH&S). We develop our OH&S policy and management framework by engaging employees at all levels via committees, forums and working groups.

    In 2020, we successfully upgraded our OHSAS 18001-certified OH&S management system to the latest ISO 45001 standards. This is designed to reduce the exposure of staff, contractors and customers to health and safety risks associated with our business.

    COVID-19 created a raft of challenges for our people and business. Despite these, we upheld our commitment to support our staff, our customers and our community:

    • We established guidelines on working from home, split site operations, social distancing and restrictions on moving from one office to another
    • We arranged frequent workplace cleaning and offered protective gear such as masks and screens on counters to protect our frontline staff at branches and back-end operational staff who continued to work on-site
    • COVID-19 enquiries raised by employees were handled by a dedicated HR team, to ensure they were answered in a timely and consistent manner
    • We responded immediately to suspected and actual infection cases by closing and disinfecting workplaces, and requiring our staff to conduct virus testing, to trace close contacts and to implement precautionary self-quarantine. Branches with potential cases were swiftly closed for disinfection

    Progress update

    • 3 eLearning modules on “Getting to Know Sustainability in HSBC” were released to all staff in February 2021
    • 6 Bite-Size ESG Learning Video Series were produced to help raise ESG awareness with both staff and general public in April 2021

    Useful links