HSBC's Hamrun branch was reopened today after a three month revamp which brought it into line with the changing role of bank branches.
The upgrade was part of a five-year major transformational programme taking place throughout HSBC's branch network in Malta with an investment of €8 million.
HSBC explained that while the branches remained a critical part of its multi channel delivery, only 5% of conventional banking transactions were actually carried out over the counter in branches. 95% were effected through automated or back-office channels.
The way the branch has been reorganised allows improved customer relationship for personalised services and advice in a more secure and intimate environment.
"In-house surveys show that customers are more willing to visit branches to seek financial solutions tailored to their specific needs, like financial planning, mortgages and investments, or to discuss their business," the bank said.
CEO Alan Richards said HSBC was seeing increased usage of its automated services, from ATMs, to card payments and internet banking.
"Online banking alone registered a 10% increase last year and the trend continues this year with 1,000 new registered users each month."
A recent survey also revealed that one in every four 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.
"As customers' lifestyle changes, so do their banking needs and the services they require to grow their money and to protect their future," said Mr Richards. "The upgrade of the HSBC branch network is necessary to meet these changing needs. And it's not just the physical layout of the branches we are changing - staff receive continuous training to deliver better service, build stronger relationships with customers, and are better able to provide information about the products and services our customers need."
From Monday to Friday, the Hamrun branch opening hours are extended for personal financial planning advice from 4 to 7 pm.