Maybank Business Model Canvas

Bancassurance and takaful tie-ups broaden protection offerings for retail and SMEs across Maybank’s network, leveraging the bank’s over 20 million customers in 2024 to scale distribution.

Co-developing sharia-compliant solutions reinforces Maybank Islamic’s leadership in Islamic finance and expands appeal to Muslim customers.

Revenue-sharing models align incentives with partners, boosting fee income streams, while joint risk frameworks improve underwriting quality and loss management.

Maybank leverages correspondent banks and SWIFT (11,000+ institutions) for cross-border payments and trade finance, boosting FX liquidity and corporate flows. Fintech, regtech and API partnerships accelerated digital onboarding and real-time payments across retail and SME in 2024. Bancassurance, takaful and Islamic co-developments scale protection to 20+ million customers; cloud/AI and vendors target >99.9% uptime and up to 30% OPEX savings.

Advisory, funds and structured solutions target mass affluent to HNW clients, leveraging Maybank’s market scale and about RM1.2 trillion in group assets (2024). Model portfolios and sharia-compliant offerings broaden client choice and capture ASEAN demand. RM-enabled and digital-led distribution scale reach across branches and platforms. Regular portfolio reviews and rebalancing sustain AUM growth and retention.

Origination, underwriting and active portfolio management support a RM438.2bn loan book and RM22.6bn NII in 2024, with NPL ~1.4%. Liability gathering and digital payments (digital volumes +25% YoY) underpin funding at RM1.27tn assets. Wealth, Islamic banking and sukuk broaden fee pools (non‑interest income +8%), while risk, AML and tech upgrades sustain resilience.

Mobile apps, online banking and APIs deliver scale and convenience across Maybank’s digital channels, supporting millions of transactions daily; Maybank Group reported total assets of about RM1.07 trillion in 2024. Data lakes, AI models and analytics enable hyper-personalization at scale, improving risk scoring and reducing fraud rates via machine learning. Actionable insights from analytics refine product design and dynamic pricing to boost margins and customer retention.

Maybank’s ASEAN brand and ~RM1.07tr Group assets (2024) drive trust and cross-sell; customer deposits ~RM675bn and CASA 36% support NIM stability. CET1 13.9% and ≈RM40bn bond capacity back growth; digital platforms, data lakes and AI enable scale and personalization; Sharia governance and ~RM140bn AUM differentiate products.

Digital-first convenience delivers seamless onboarding, instant payments and self-service tools that, per Maybank 2024 disclosures, serve 12.6 million digital customers, while personalized insights drive improved financial outcomes and higher retention. API connectivity supports embedded experiences with hundreds of partner integrations, and faster service reduces time-to-yes, accelerating approvals and transactions for SMEs and corporates.

One-relationship banking across retail-to-corporate with RM1.12 trillion assets (2023), 2,600+ branches in 20+ markets and 20M+ customers delivers scale, lower cost and faster execution. Leading Islamic banking offers sharia solutions amid USD 3T global Islamic assets (2023). Digital-first: 12.6M digital customers (2024) and extensive APIs accelerate onboarding and transactions.

Omnichannel 24/7 mobile, web and chat support in Maybank cuts customer wait times by enabling instant routing and contextual help that resolves common issues at first contact. A comprehensive knowledge base empowers users to self-serve routine transactions and FAQs. Clear escalation paths link digital channels to specialist teams to ensure timely resolution and reduce callback cycles.

Dedicated RMs, tiered wealth benefits and 24/7 omnichannel support drive long-term SME/corporate retention; event-nudges and pre-approved offers increased activation and cross-sell in 2024. Transparent pricing, Sharia disclosures and real-time alerts cut disputes and boost trust. Maybank assets ~RM1.1 trillion (2024); engagement uplift up to 20% (McKinsey 2024).

Relationship managers and corporate coverage execute direct outreach to SMEs, corporates and institutions, running tailored pitches and solutions workshops to convert complex needs into bespoke deals. Faster coordination with credit and product teams shortens approval cycles, boosting win-rates and driving larger ticket wins. Maybank, Malaysia’s largest bank, reported group assets of about RM1.3 trillion in 2024, underpinning greater capacity for big-ticket financing.

Maybank’s channels combine digital (14M active digital customers; >1B digital transactions/year in 2024) for scale and low CAC, branches/weath centres for high-touch advisory, RMs for corporate/SME bespoke deals, and APIs/embedded finance to extend reach and improve risk models; 24/7 contact centre supports service and sales.

SMEs and mid-market firms, which make up about 98.5% of Malaysian businesses and contributed roughly 38% of GDP, demand working capital, trade finance and cash management to smooth cash flow; ~60% cite cash-flow constraints as a top barrier. They need quick decisions and pragmatic documentation to access facilities, while integrated banking and payments streamline receivables and payables. Relationship managers deliver sector know-how, accelerating tailored solutions and cross-sell of treasury and trade products.

Retail (mass & young pros): everyday banking, instant digital onboarding and payments; price-sensitive, lifetime value via early salary relationships. Affluent/HNW: wealth advisory, bespoke products, cross-border access. SMEs (≈98.5% of Malaysian firms; ≈38% GDP): working capital, trade finance, cash management. Corporates/institutions: treasury, DCM/ECM, syndications; Maybank is Malaysia's largest bank by assets (2024).

Core systems, cloud and digital channels require continuous investment to support Maybank Group (total assets ~RM1.2 trillion in 2024); cyber defenses and fraud tools are recurring operating costs, while data platforms and analytics models need ongoing upkeep and model retraining; these spend areas enable scale across millions of retail and corporate customers and sustain digital transaction growth.

Deposit funding and wholesale issuance (CASA ~35%, NIM ~2.2% in 2024) plus credit risk drives funding cost; personnel (43,000 staff) and incentives are material. IT, cybersecurity and cloud sustain recurring platform spend for RM1.2tr assets; real estate, cash handling and compliance are fixed base costs. Marketing, partnerships and onboarding (KYC MYR40–80) are variable; automation and AI cut unit costs and CAC 15–25% YoY.

Advisory, management and distribution fees form core recurring revenue, with Maybank Asset Management reporting AUM of about RM100 billion in 2024, boosting visibility through predictable AUM-based fees. Takaful and bancassurance commissions contributed to fee diversification, with bancassurance sales rising year-on-year in 2024. Cross-sell and upsell of wealth products drive higher margins per client and deepen lifetime value.

Consumer, SME and corporate loans drive core NII, with Malaysian banking NIM ~2.1% in 2024; retail mix raises NIM volatility. Non-interest income from wealth (AUM ~RM100 billion in 2024), bancassurance and transaction fees diversify revenue. Treasury, markets and investment banking add episodic trading and underwriting fees.