For all the efficiency that digital banking has brought, there’s still something to be said for sitting across from someone who knows your business and can give you clear answers in real time. That belief is precisely what prompted BOV to bring all its business and corporate centres together at The Quad Central in Birkirkara.

Until now, BOV’s commercial operations were spread across five business centres and specialist departments around the island. The setup had served the bank well for many years, but it was becoming clear that clients were running into practical hurdles, with parking among the most pressing concerns. Furthermore, because many business customers needed input from several experts located in different offices, what should have been a single discussion often turned into multiple appointments across several days.

Recognising these growing realities, the bank saw the opportunity to solve all this with a true one-stop shop for its commercial clients, one that’s central, accessible, and designed around how businesses actually operate today.

“The BOV Business Hub brings together all our commercial functions under one roof. So, if a client needs a loan, a guarantee, or trade finance support, they can sort everything out in one visit,” explains Chief Commercial Officer Simon Grech, a BOV stalwart with over 40 years of service. “We can’t ignore the fact that financial controllers, CEOs, and entrepreneurs are incredibly busy people. Instead of forcing them to run between different contact points for guarantees or letters of credit, we can now handle everything on their behalf in a coordinated, more efficient way.”

This is further reinforced thanks to a new business branch located directly beneath the hub. This branch offers a focused walk-in service for commercial clients’ day-to-day needs, from card services to opening accounts, or even supporting business owners with personal home loans. “It really complements what we are offering at The BOV Business Hub, giving our business clients a dedicated touchpoint for those smaller but essential things they may need,” Mr Grech notes.

Existing clients will continue working with the same relationship managers they’ve built trust with over the years. These are people who know their clients’ businesses intimately, understand their industry cycles, and can anticipate their needs. A new shadowing system also means that if one relationship manager is unavailable, another team member familiar with the case can step in seamlessly, ensuring continuity at every turn.

What’s more, now that all teams are working under one roof, new clients will be matched by expertise rather than geography, ensuring they’re paired with specialists who truly understand their sector.

“Our clients will continue working with their existing relationship managers,” Mr Grech says. “In time, new clients will be matched by expertise rather than postcode. So, for example, if you’re financing a solar project, you can work with a member of our team who understands that field inside out. This will ensure each client is getting specialised advice according to their specific needs and requirements.”

The move to The Quad Central doesn’t just bring clients closer to their relationship managers. It also brings BOV’s own people closer to each other. Around 240 staff members from across the commercial arm will now operate under one roof, including teams from the business centres, corporate and syndicated finance, trade finance, onboarding, and the international and niche clients unit. A small number of functions, such as non-performing loans and collateral management, will remain in their current locations, where their work is naturally tied to legal and administrative processes.

Centralising these functions at The BOV Business Hub unlocks a level of collaboration that simply wasn’t possible before. “Once everyone’s in one place, if one team is inundated and another has lighter workloads, we can shift resources instantly,” Mr Grech explains. “This is a simple but powerful efficiency gain we couldn’t achieve before, but which now means we can ensure workflows are more seamless and connected.”

To support this sharper focus for its commercial services, BOV will be introducing a dedicated call centre exclusively for business clients. “During office hours, clients can speak directly to our commercial team on a dedicated line. This means no queues or call transfers. Instead, they can get immediate access to the right person. Ultimately, our aim is to make banking easier for Malta’s business community,” the CCO notes.

Alongside these operational improvements, BOV is also investing heavily in its digital backbone, with the development of a full omnichannel platform for both retail and corporate clients, along with new CRM tools and upgraded credit systems designed to make commercial lending faster and easier to manage.

As well as delivering benefits to its clients, the move to The Quad Central is also a deliberate statement about BOV’s own ESG commitments. When selecting a home for The BOV Business Hub, the bank was conscious of choosing a building that could contribute towards its sustainability goals. The Quad Central being one of Malta’s greenest, most certified developments certainly aligns with the bank’s drive to operate more responsibly and reduce its environmental footprint.

For Mr Grech, this sets an important precedent: “This move strengthens the message BOV shares with its clients about the importance of sustainable finance. The bank already encourages and rewards businesses pursuing green initiatives, offering favourable terms for environmentally responsible projects. We wanted to send a clear message that we’re not just asking clients to go green, but we’re doing it ourselves.”

With the move now complete, The BOV Business Hub is setting a strategic milestone for the bank and for Malta’s business community. “We service more than half of Malta’s commercial lending portfolio, and there’s still room to grow,” Mr Grech says. “This new hub is another step in ensuring we stay ahead by being closer to our clients, both physically and strategically.”

Bank of Valletta p.l.c. of 58, Triq San Żakkarija, Il-Belt Valletta VLT 1130 is regulated by the MFSA and licensed to carry out the business of banking in terms of the Banking Act (Cap. 371 of the Laws of Malta).