Trusted Across Generations
For over 50 years, Bank of Valletta has been a cornerstone of Malta’s economic landscape, enjoying a strong, sustainable market position as Malta’s leading financial services institution. The Bank provides retail and business clients with a suite of services, offered through a network of branches, business and investment centres, financial well-being centres, 24x7 services and corporate and wealth management arms. Bank of Valletta is an institution trusted across generations, leading by example in sustainability and active in its support to the communities it serves, living up to its promise of being Malta’s Bank of Choice.
Issued by Bank of Valletta p.l.c., 58, Triq San Zakkarija, Il-Belt Valletta VLT 1130. Bank of Valletta p.l.c. is a
BANK OF VALLETTA: A Strategic Transformation Toward Sustainable Growth
or over five decades, the Bank of Valletta Group (BOV) has stood as a pillar of Malta’s financial system, playing a central role in the country’s economic development. Deeply embedded in the fabric of Maltese society, BOV has evolved in step with the islands’ macro and microeconomic shifts, transforming into a modern, forward-looking financial services provider.
With a client base exceeding 360,000 and over 20,000 shareholders, BOV remains committed to its role as Malta’s leading bank. It serves a diverse customer spectrum – from individuals and small businesses to large corporates – whilst maintaining strong ties with communities across
Malta and Gozo.
In an era defined by economic volatility and rapid technological change, BOV continues to demonstrate resilience and agility. Its strategic focus on innovation, prudent governance, and customercentric service has enabled the bank to sustain performance and achieve key milestones outlined in its transformation roadmap.
Enhancing Customer Experience
Customer-centricity is at the heart of BOV’s strategy. The bank prioritises community-focused banking and consistently improves its service quality, as reflected in rising customer satisfaction and net promoter scores. A standout initiative is the launch of
financial well-being centres in Malta and Gozo. These centres offer holistic financial planning services – including credit, investment, and retirement solutions – tailored to each stage of a customer’s financial journey. Offerings range from savings accounts to asset management and stockbroking, along with protection plans covering life, loans, insurance, and pensions.
To meet evolving consumer behaviour, BOV has extended branch hours and is upgrading its entire ATM fleet – 94 units in total – with next-generation machines featuring contactless technology. A branch renovation programme is also underway, enhancing the customer experience across Malta’s largest banking network.
Left: Kenneth Farrugia, CEO, Bank of Valletta Group
For business clients, the bank introduced the BOV SmartPay brand in early 2025. This suite includes SoftPOS, e-commerce solutions, and corporate card services. A new commercial card product and digital platform now offer businesses real-time transaction visibility and greater control over spending, streamlining financial operations.
Accelerating Digital Transformation
Technology is a cornerstone of BOV’s strategic plan. The bank is actively advancing its digital transformation programme to deliver enhanced convenience and financial agility for both personal and business customers. Upgrades to mobile and internet banking are in progress, promising a significant increase in new features. The bank is also reengineering internal processes and deploying digital solutions to boost efficiency and responsiveness.
Growing with the Community, Leading in Sustainability
BOV’s commitment to community well-being is reflected in its robust corporate social responsibility (CSR) programme. The newly launched BOV Foundation drives initiatives across five pillars: supporting vulnerable groups, promoting education, preserving Maltese heritage, advocating ethical conduct, and championing environmental sustainability.
BOV is deeply committed to its environmental, social, and governance (ESG) goals, actively working to reduce its carbon footprint and helping customers transition to more sustainable practices. The bank offers green lending incentives and ESG-aligned investment products, positioning itself as a key partner in Malta’s shift toward a greener economy.
This commitment has earned BOV several prestigious accolades. At the 2024 Malta Business Awards, the bank received the Gold Award for Environmental Innovation for its Rebbiegħa CSR Initiative, which included a collaboration with Nature Trust Malta to protect loggerhead turtles through satellite tracking and outdoor tank facilities. It also secured the Silver Award for Social Impact, recognising its long-standing dedication to community well-being and ethical banking.
On the international stage, BOV was honoured by the World Savings and Retail Banking Institute (WSBI) and the European Savings and Retail Banking Group (ESBG) for its leadership in sustainable finance, its role in promoting
financial inclusion, and community-led initiatives. These awards underscore BOV’s growing influence in shaping responsible banking practices across Europe.
Beyond recognition, BOV continues to champion sustainability through education, product innovation, and operational transformation. Whether by offering interest rate incentives on green loans or expanding its portfolio of ESGfocused investment solutions, the bank remains at the forefront of sustainable finance – helping customers embed ESG principles into their operations and supporting Malta’s transition to a lowcarbon economy.
Strategic Renewal and CustomerCentric Evolution
As BOV advances its strategic journey, it aims to enhance service delivery, streamline operations, embrace new technologies, and elevate the customer experience across all touchpoints. The bank is diversifying its business model by expanding existing services and introducing new ones. Through its partnership with MAPFRE MSV Life, BOV now offers general insurance products and is actively growing its presence in second and third pillar pensions.
BOV remains a steadfast advocate for long-term financial well-being, ensuring regulatory compliance, strengthening cybersecurity, and upholding anti-money laundering and anti-financial crime
standards to protect customers and the institution.
Investing in People
People are BOV’s greatest asset. The bank embraces a people-first philosophy, believing that empowered employees deliver exceptional customer service.
Over the next 12–18 months, BOV will invest heavily in talent development through extensive learning programmes to attract and retain top professionals.
Looking Ahead
As BOV looks to the future, it is focused on building on its transformation success. Strategic initiatives will continue to enhance service offerings, optimise operations, and expand market reach. The bank’s commitment to innovation, sustainability, and community engagement remains unwavering. International rating agencies have recognised BOV’s progress, affirming its transformation journey.
BOV will also continue to reward shareholder loyalty and increase shareholder value through targeted initiatives. Ultimately, BOV aims to remain Malta’s bank of choice for generations to come.
Phone: +356 2131 2020
Email: customercare@bov.com Website: www.bov.com
Solid Partners, Flexible Solutions.
