Digital Services

INNOVATION AND CLIENT CENTRICITY AT THE HEART OF OUR DIGITAL SERVICES

The Group has had a rich legacy of leveraging technology to innovate the financial services market. We have come a long way since the creation of our online transaction platform (Moneyline) in 2005, which gave investors the ability to initiate and track stock orders for the first time in the region. Since then, this proprietary application has transitioned into a one-of-a-kind, robust integrated financial services transaction platform that facilitates banking transactions, equities trading, and funds management with a number of services built in to help clients interact with us and manage their goals.

This year was critical for the Group, as with the onset of the COVID-19 pandemic we had to quickly prioritize plans for the upgrade of Moneyline as well as many of our digital channels and services as we sought to keep clients and our teams safe while protecting and managing their goals. Additionally, to support the Group’s diversification strategy and standardization objective, we placed a lot of emphasis on supporting the additional roll out of critical payments solutions and infrastructure for the Group’s banking business line.

CLIENT FIRST DIGITAL STRATEGY

In our progressive build out of Moneyline over the last two years, we have had a single orienting mantra, Client First. Simply put, this means we place our clients’ functional needs at the centre of the development and design of Moneyline. As we build therefore, we build with a digital first approach in process and technical design ensuring our clients’ functional needs are met, that they are empowered to complete key transactions on their own and that their user experience is easy, enjoyable, and in their best interest.

With this focus and the increased need for safety brought on by the pandemic during the year, we added core functionality features to Moneyline which empower clients to do more for themselves without having to visit a branch. We also built out core online banking functionalities which make paying bills and managing goals easier.

Under the Group’s standardization and centralization imperative, we have been phasing out our legacy core and online banking systems in the Dominican Republic and Trinidad and Tobago. As we roll out Moneyline in the coming financial year, the business lines in these territories will benefit from the application’s proprietary features as well as the core functionality upgrades completed during the year.

FUNCTIONALITY UPGRADES TO MONEYLINE

JAMAICA

MANAGE YOUR ACCOUNTS - Clients are now able to add or remove accounts from their Moneyline profile without a visit to branch or calling our Client Care Centre.

REGISTER AND UNLOCK YOURSELF - Clients can now complete the process to sign–up and register for Moneyline without having to visit a branch or calling our Client Care Centre. They can also complete the unlock process to access their accounts and profile on their own.

MAKE CREDIT CARD PAYMENTS (JA) – Clients pay credit cards held at other banks.

INSTANT TRANSFER FROM INVESTMENTS ACCOUNTS TO BANK ACCOUNTS (JA) - This instant transfer allows clients to transfer dividends, gains and other funds to their bank accounts to pay bills and/or fund or start new goals.

REAL TIME EQUITY TRADING, REAL TIME GAINS

Building on Moneyline’s inaugural feature, we were able to successfully add real-time stock trading as a feature during the financial year. With this feature, clients have access to the Jamaica Stock Exchange (JSE) order queues and can view the asking and bid prices for stocks as well as the availability or number of units being traded. In addition to saving time for the client, this empowers them to make more informed decisions about their offer

price based on market conditions and, most importantly, execute orders on their own. Given also that fulfillment orders are now processed immediately, clients can take advantage of intra-day trading gains. Clients are also able to use funds from pending settlements to place additional orders enabling them to maximize the returns on their portfolio by seizing other trading opportunities. In terms of communication, clients receive automatic email messages confirming their equity trades within minutes, and unfulfilled orders can immediately be cancelled making it easy to manage on their own.

In keeping with our commitment to partnership and client centricity, we were able to include clients in the testing and roll out of this service and have seen the benefits from this in our overall user friendliness and user experience.

EQUITY MARKET SUMMARY

To empower clients and equip them with information to make the best decisions for their and their families’ goals, we introduced the Equity Market Summary feature in Moneyline to provide clients with a better and more holistic view of both the Junior and Main markets. Clients can use the summary as a guide to make more informed trading decisions on their own as they are able to view all stock and historic data in addition to the entire buy and sell queues.

TRINIDAD AND TOBAGO

MONEYLINE LAUNCHED FOR JMMB BANK (T&T) LIMITED

As part of the Group’s standardization objective, we implemented Moneyline for the banking business line in Trinidad and Tobago. With the launch, clients now benefit from the proprietary communication features of Moneyline including alerts, updates and direct messaging with our Client Care Centre.

Our objective for Moneyline standardization is twofold. Firstly, to ensure that our clients in all of our operating territories have access to the same core features and our best online services. Secondly, to yield efficiencies from running and maintaining only one online banking platform. In the long run, clients in Trinidad and Tobago will benefit from being able to access our full range of banking and investments solutions and services all in keeping with our integrated approach to client partnership. In the coming financial year, we anticipate that clients in Trinidad and Tobago will benefit from all of the upgrades to core features completed this year.

DOMINICAN REPUBLIC

BOND AND MUTUAL FUND PRODUCTS NOW ON MONEYLINE

Our clients in the Dominican Republic who have accounts at JMMB Puesto de Bolsa and Sociedad Administradora de Fundos de Inversión can now view their accounts, transaction history and message the Client Care Centre via Moneyline. In line with our standardization objectives, the introduction of these features bring the best of our proprietary features to the Dominican Republic and empowers clients by eliminating the need to call their advisors for basic account information. In the coming year, we expect to commence the implementation of Moneyline for the banking business line.

PARTNERING WITH YOU DIGITALLY, 2021 AND BEYOND

In the coming year, our focus will continue to be driven by our Client First mantra as we build out services and channels to better partner with our clients. We also know that we have some critical gaps to close in the payments space as the need for easy, safe and convenient payment methods and channels continue to be underscored by the global pandemic. We will therefore be working to deliver more value-added solutions and core payments capabilities to enhance our clients’ experience across the Group. These capabilities include:

PAYMENTS SOLUTIONS NEW CHANNELS CHANNEL UPGRADES

• MOBILE DIGITAL SOLUTIONS

• VISA DEBIT CARD • DIGITAL ASSISTANT

• CLIENT ONBOARDING PORTAL

• MOBILE APP

FEATURES

• MONEYLINE FOR BANKING BUSINESS LINE

• INTELLIGENT ATMS

• ADDITIONAL MONEYLINE FEATURES