Purposeful Strategy

Engaging with Our Stakeholders

We recognise the importance of effectively engaging with our stakeholders and have implemented a formal and structured approach for this purpose. Given the prevailing uncertainties, we proactively engaged with our diverse stakeholder groups to effectively identify and respond to their needs, concerns and expectations. Insights gained through our stakeholder engagement models also played a crucial role in informing strategy, identifying opportunities, mitigating risks and directing innovation. Stakeholders' influence and interest in the Bank, as well as the Bank's interest in stakeholders in the value creation process, are the basis for identifying stakeholders. How we engaged with key stakeholders in 2024 is summarised below.

OUR STAKEHOLDER ENGAGEMENT PROCESS
STAKEHOLDER MAPPING
  • Identification of key stakeholders.
  • Segmentation of stakeholder categories.
  • Determine the underpinning management philosophy for each stakeholder group.
DESIGNING THE ENGAGEMENT MECHANISM
  • Identify frequency of engagement.
  • Evaluate and review channels of engagement.
  • Design the engagement model.
  • Formulate policies and procedures if required.
ENGAGEMENT
  • Engage with stakeholders in accordance with the engagement model.
POST ENGAGEMENT EVALUATION
  • Measure effectiveness of the engagement model and monitor feedback.
  • Identify areas for improvement and revise engagement model accordingly.

STAKEHOLDER MAPPING

Engagement Method
High Influence, High Interest
Stakeholders have a great deal of influence and significant interest on the Bank. 		Fully engaged and satisfied
High Influence, Low Interest
Stakeholders have a great deal of influence on the Bank but have little interest in it. 		Keep satisfied
Low Influence, High Interest
Stakeholders have little influence but are interested on the Bank. 		Consult and adequately informed
Low Influence, Low Interest
Stakeholders have little influence on the Bank and no interest in its activities. 		Monitor
SHAREHOLDERS AND OTHER INVESTORS
Management ethos – Long-term shareholder/investor value creation, safeguarding shareholder/investor rights and supporting a broad shareholder/investor base to facilitate wealth maximisation.
Priorities/Expectations Relevant to Shareholders and Other Investors
  • Shareholder engagement with the Board
  • Shareholder views on key governance and policy matters
  • Development of shareholder communication channels
  • Return on equity and interest income
  • Strategy and business continuity
  • Financial performance
Value Created

17.74%

Return on equity

Rs 23.30

Earnings per share

Rs 139 Bn

Market capitalisation

Rs 9.35

Dividend per share

Engagement Frequency
Engagement Mechanism Annually Quarterly Periodically Regularly 24 hours
7 days		 As and When Required
Shareholder relations forums
General meetings
Annual Report
Interim Financial Statements
Disclosures and announcements to the CSE
Corporate website
General correspondence
CSR projects
Link to Strategy
Link to Capitals
Link to Material Topics
EMPLOYEES
Management ethos – Fostering an environment that nurtures both the personal and professional growth of our team.
Priorities/Expectations Relevant to Employees
  • Ethical employment practices
  • Career development opportunities
  • Employee communication and feedback
  • Rewards/recognition
  • Employee well-being
  • Work-life balance
Value Created

96.8%

Employee retention rate

Rs 202 Mn

Investment in training and professional studies

199,286

Total training hours

458

Internal staff promotions

Engagement Frequency
Engagement Mechanism Annually Quarterly Periodically Regularly 24 hours
7 days		 As and When Required
Open-door policy
Employee forums
Employee suggestion schemes and feedback forms
Grievances handling procedure
Employee social committees
Business unit level meetings
Internal communication channels
Training
HR hotline
Link to Strategy
Link to Capitals
Link to Material Topics
CUSTOMERS
Management ethos – Delivering superior customer service through a progressive banking environment that prioritises convenience and customers’ evolving needs.
Priorities/Expectations Relevant to Customers
  • Customer service
  • Customer security
  • Satisfaction on existing products
  • Brand perception and reputation
  • Customer convenience
  • Need for innovations and customised solutions
  • Communication methods
  • Special promotions
  • Timely and relevant information on products and services
  • Customer touch-points
  • Customer benefits and rewards
  • Loyalty recognition
Value Created

98.2%

Customer complaints resolved

Rs 155 Mn

'Sanhinda Saver' medical benefits provided

Rs 400 Mn

Loyalty points offered to credit cardholders

4

New products launched

1,252

eZ banking agents

'Sampath Saviya' Entrepreneurship Development Programmes

Pioneered the Mini-POS solution for SMEs

Engagement Frequency
Engagement Mechanism Annually Quarterly Periodically Regularly 24 hours
7 days		 As and When Required
One-on-one customer engagement at branches
24/7 Customer Care Centre
Sampath Vishwa (internet banking) portal
Customer surveys and feedback forms
Formal customer complaint handling mechanism
Digital platforms and social media interactions
Corporate website
CSR projects
Link to Strategy
Link to Capitals
Link to Material Topics
COMMUNITY
Management ethos – Collaborating with global and local initiatives to preserve the environment and foster community empowerment.
Priorities/Expectations Relevant to Community
  • Community capacity building
  • Community empowerment
  • Social welfare of communities
  • Environmental protection and conservation
  • Preservation of local culture
Value Created

113,586

Beneficiaries from CSR projects

Rs 60 Mn

Total investment in CSR initiatives

Engagement Frequency
Engagement Mechanism Annually Quarterly Periodically Regularly 24 hours
7 days		 As and When Required
Engagement with community leaders and social groups
Collaborated with government and community-based organisations
Grievance handling mechanism
Digital media forums
CSR projects
Link to Strategy
Link to Capitals
Link to Material Topics
GOVERNMENT AND REGULATORS
Management ethos – Ensure compliance with all legal and regulatory requirements.
Priorities/Expectations Relevant to Government and Regulatory Bodies
  • Proper and prompt action on regulatory requirements introduced from time to time
  • Formulate the Bank’s policies in line with the broad objectives of the Central Bank of Sri Lanka
Value Created

Rs 1,440 Mn

Environmental impact financing for renewable energy

Rs 202 Mn

Investment in training and professional studies

Rs 603 Mn

Financing under Green Finance Scheme

Promoting inward remittances

Engagement Frequency
Engagement Mechanism Annually Quarterly Periodically Regularly 24 hours
7 days		 As and When Required
Ongoing engagement with regulators
Timely regulatory reporting
On-site and off-site supervision
Meetings and forums
Participation for training programmes
Link to Strategy
Link to Capitals
Link to Material Topics
SUPPLIERS AND SERVICE PROVIDERS
Management ethos – Cost effectiveness while promoting ethical and transparent sourcing practices.
Priorities/Expectations Relevant to Suppliers and Service Providers
  • Developing strategic partnerships
  • Promoting transparent and ethically responsible business practices
  • Continuous communication with suppliers and service providers
  • Regular reviews on quality of goods and services
Value Created

685

Registered suppliers in the supplier base

65+

Suppliers screened based on ESG criteria

Timely payments to suppliers

Engagement Frequency
Engagement Mechanism Annually Quarterly Periodically Regularly 24 hours
7 days		 As and When Required
Timely payments
Supplier visits
Reviews and assessments
Written communication and meetings
Digital platforms
Feedback evaluations
Link to Strategy
Link to Capitals
Link to Material Topics

MEMBERSHIPS OF ASSOCIATIONS

Sampath Bank PLC has established affiliations with numerous industry-specific associations and both national and international advocacy organisations. These partnerships are designed to build long-term connections with key stakeholders and play a proactive role in the development of the banking sector as well as the broader national economy. Through these collaborations, the Bank seeks to contribute to industry growth and address global and local challenges.

Name of the Association Membership Status
The American Chamber of Commerce in Sri Lanka Member
Association of Compliance Officers of Banks, Sri Lanka Member
Association of Primary Dealers (APD) Member
Clearing Association of Bankers Member
Exporters’ Association of Sri Lanka Executive Committee Member
International Chamber of Commerce - ICC Sri Lanka Member
Italian Business Council Member
LankaPay (Pvt) Limited Member
Lanka Financial Services Bureau (LFSB) Member
Lanka SWIFT User Group (LSUG) Member
Leasing Council of Bankers of Sri Lanka Member
National Chamber of Exporters of Sri Lanka Member
Payment Card Industry Association of Sri Lanka Executive Committee Member
Society for Worldwide Interbank Financial Telecommunication (SWIFT) Member
Sri Lanka Bank’s Association (Guarantee) Limited Member
Biodiversity Sri Lanka Patron Member
Sri Lanka Forex Association (SLFA) Member
The Association of Banking Sector Risk Professionals - Sri Lanka Member
The Ceylon Chamber of Commerce Patron Member
The Employers’ Federation of Ceylon Member
The Financial Ombudsman Sri Lanka (Guarantee) Limited Member
The National Chamber of Commerce of Sri Lanka Member
United Nations Global Compact Participating Company
Council for Business with Britain Member
Sri Lanka – USA Business Council Executive Committee Member
Sri Lanka – Germany Business Council Member
Sri Lanka – China Business Council Member
Sri Lanka – Japan Business Council Member
Sri Lanka – Canada Business Council Member
Indo-Lanka Chamber of Commerce and Industry Member
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