In banking, trust is not simply part of the business; it is the foundation on which the entire relationship with a customer rests.

Digital banking has changed how that trust is earned, tested, and how quickly it can be lost. Today, customers can access banking services from the comfort of their homes, while AI is increasingly shaping their experiences, from personalised services to automated financial decisions.

These advances create immense opportunities, but they also bring greater responsibility. As financial institutions embrace new technologies, we must remain mindful of how we use them, how we protect the information entrusted to us, and how we ensure that innovation continues to serve our customers. This is why I see ethics and governance as integral to how a bank operates and grows.

In addition to shaping decisions, good governance is also about guiding how risks are assessed and accountability is assigned. In a digital banking environment, where decisions are executed at enormous speed and scale, governance cannot be neglected or left behind in the pursuit of innovation.

Mobilink Bank’s customer-first approach provides us with a useful test for........

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