Responding to our stakeholder's needs
Our key stakeholders are those who impact our strategy materially or are impacted by it directly. As a responsible business building long-term shareholder value, we listen to our stakeholders regularly to help guide our strategy, and ensure we continue to deliver relevant services that meet the needs of our clients, investors and customers.
Understanding our customers’ financial situations is vital to ensure we treat them in the most responsible and sustainable way possible. We also use this understanding to refine our processes, train our people and improve our industry-leading service.
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It is important to attract, retain and engage people who have the skills, values and expertise to implement our strategy, and ensure our clients and customers are serviced to the best of our ability. Engaged employees will make us more successful, more sustainable and act as business ambassadors.
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We believe that we can add considerable value by engaging and working with the communities where our customers and employees live. Specifically, we believe that we can bring our purpose ‘building better financial futures’ to life through financial education. Consumers who are well informed can make more responsible financial decisions.
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We proactively work with regulators to help influence regulation that delivers a positive outcome for consumers and business. We have also been in regular dialogue concerning our operational resilience and customer forbearance in response to COVID-19.
As a publicly listed organisation and institutional fund manager, we are required to provide fair, balanced and understandable information on a timely and regular basis to enable investors to fully understand our business, so they may make an informed and educated investment decision.
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A deep understanding of our clients and the challenges they are facing is essential if we are to build sustainable partnerships. We use this understanding to inform our decisions, refine our solutions and differentiate ourselves from our competitors.
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