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Environmental
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Social
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Governance
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Our values
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Climate
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Customers
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Community
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Challengers
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Controls
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Respect
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We work collaboratively with our peers, customers, Challengers, and communities to minimize the impact of climate change
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We embrace our customers with compassion, celebrate their diversity, and work to ensure our approach helps them to thrive
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We pursue opportunities for engagement, celebrate the diversity of our local communities, and serve underbanked groups
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We provide our employees with meaningful work and opportunities for advancement and growth
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We are led by skilled individuals with diverse backgrounds who use their varied experiences to drive change that delivers value to our stakeholders, while building our inclusive culture
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Integrity
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We are intentional: we only promise what we can deliver, and we measure, disclose, and manage what matters for the environment
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We deliver value through cost-effective financial solutions, transparency, inclusive communication, and an obsession with privacy
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We are committed to justice and reconciliation in all communities across Canada
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We treat employees fairly through clear and honest training and development, provide transparency
on roles and expectations, and clearly live our corporate values
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We use proven governance frameworks and controls, provide transparent reporting, and manage risk through processes that ensure ethical behaviour
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Service
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We focus on operational efficiency and zero-waste, empowered
by our branchless, digital-first business model
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We believe that all customers are entitled to accessible and flexible banking, accompanied by exceptional service
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We work with like-minded community partners who share our values and amplify their missions, while making authentic differences through thoughtful contributions
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We listen to our people and make changes, protect employee health and wellness, and strive for
full engagement
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We forge Board and management relationships with key stakeholders, and treat our investors like our customers, by developing products and services that do good and enrich Canadians’ lives
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Empowerment
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We aim to support our customers, communities, employees, suppliers, and regulators as they continue along their decarbonization pathways through a shift to green initiatives, products and services
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We offer education, customer-centric product development, and support. We constantly research customer behaviour
and are there when our customers need us to empower them
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We support local arts and charitable causes with time, money, and education to enhance their ability to serve key stakeholders and help communities build resiliency
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We give our employees responsibility and autonomy by minimizing traditional hierarchies, and opening avenues for them to show value, innovate, develop, and connect over our shared purpose
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We deploy governance structures that enable confident decision- making while maintaining checks and balances. We deploy
capital responsibly to customers and businesses who align with our values
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Agility
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We track and assess climate and environmental risks as they emerge, keep a pulse on industry developments, and stay responsive to customer needs resulting from climate- related disasters
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We are receptive to customer needs at all times including during periods of economic strife through customer care, and we rely on data and advanced cloud technology to stay responsive
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We recognize the changing shape of our communities by addressing the needs of underserved groups, and offering products that keep pace with demographic and psychographic changes
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We encourage our employees to challenge the status quo, develop ideas, create solutions, and be prepared to pivot to address opportunity and risk
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We have efficient risk, monitoring, and reporting mechanisms that allow us to address challenges
in real-time and focus on new opportunities for effective product development
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