As by far the largest and most technologically advanced bank in Moldova, with more than one-third of the market share, we have both the scale and the responsibility to lead the industry’s digital transformation. Over the past few years, we’ve invested heavily in technology, processes, and people — and the results speak for themselves: today, up to 80% of all loans and deposits are granted via digital channels, and one-third of the country’s population actively uses our mobile app.
A big part of our success comes from our agile transformation. We reorganized product teams around customer needs, bringing developers, product managers, and business experts closer to the client. This has significantly reduced time-to-market for new features and allowed us to adapt quickly as customer expectations evolve. Innovation has been another cornerstone. There are many examples: we’ve recently launched diaspora onboarding using foreign mobile numbers and enabled digital signatures with biometrics. We were proud to be named by Global Finance as the Most Innovative Bank in CEE in the bancassurance segment, following the successful integration of insurance products directly into our mobile app. Other recent milestones include instant online lending, advanced payment tools, and the evolution of our mobile app into an intuitive, customer-focused hub.
Finally, digitalisation underpins everything we do. We are upgrading our core banking infrastructure, have modernized our data centers, enhanced our risk and AML systems, and significantly expanded our IT team — step by step becoming a true technology company. These investments don’t just improve customer experience; they make us faster, more secure, and more efficient, setting the foundation for the next wave of growth. All these initiatives have strengthened employee engagement, customer perceptions, and financial performance: our Employee Engagement score is at 85%, with eNPS at 50%, our retail Net Promoter Score exceeds 70% in retail, and our ROE is close to 20%. But we are not stopping here — we know we must keep innovating and developing to meet the needs of tomorrow’s customers.
What is the role of artificial intelligence within the bank’s operational framework?
Artificial Intelligence and RPA is moving from being “future projects” to becoming a core part of how we operate today. We have launched a large-scale AI program, starting with the right governance, dedicated teams, and the necessary tools. One of our key partners in this journey is Mastercard, with whom we are running several pilot projects. An already visible initiative is ami, our AI-powered relationship manager for business customers. While we have kept it low-profile during the pilot phase, it is already live for select SME clients, enabling them to interact with the bank through AI in real time. This autumn, we plan to roll it out to all business customers — and eventually to all our customers — a first for the Moldovan market. Beyond that, we are implementing AI in fraud prevention, anti–money laundering (AML), hyperpersonalisation of products and services, customer engagement, and collections. Our view is that AI will soon be embedded in every area of banking, just as computing now underpins almost everything we do. We intend to be at the forefront of this change, ensuring we harness AI’s full potential to deliver better, faster, and more secure services for our customers.
How is maib addressing the practical needs of Moldovan entrepreneurs seeking swift access to finance and reliable digital banking solutions? Could you provide a concrete example?
Entrepreneurs need banking that is fast, simple, and predictable. That’s why 21,000 businesses now have pre-approved credit limits (with total active client base of 38,000 businesses), giving them instant access to financing whenever they need it. Overall about 84% of regular business loans are approved within one day. We’ve also redesigned our business banking mobile app to offer the full range of services in one place — from payments and FX to loan applications and cash-flow insights. Even in its pilot stage, it is helping entrepreneurs cut the time they spend on banking by more than half, allowing them to focus on running their businesses.
What expertise or strategic insights has maib gained from its collaboration with international financial institutions such as the EBRD or IFC in the context of digital transformation?
Maib is the most advanced bank in Moldova when it comes to such partnerships. The EBRD is one of our shareholders, while we also benefit from a subordinated loan from EFSE, as well as senior loans and various development programs from IFC, DFC, and the EIB. Partnerships with such bring far more than funding — they connect us to global best practices in risk management, ESG standards, and technology deployment. These are partners who have seen successful transformation projects in multiple markets and can help us avoid common pitfalls while adopting the most effective solutions. For example, our SME lending frameworks were significantly enhanced through IFIs-supported training and advisory work, helping us streamline processes and widen access to financing without compromising on risk controls. They have supported us in diversifying our funding sources for green and sustainable projects, and very importantly they are always instrumental in strengthening our governance structures and embedding sustainability principles into our long-term strategy. Looking ahead, we see these partnerships as a strategic asset, enabling us not only to transform maib but also to help shape the future of Moldova’s banking sector in line with global benchmarks.
What are maib’s strategic digital priorities looking ahead to 2026? Should we expect continued investment in digitalisation?
We have recently updated our purpose — to create opportunities for people and businesses to grow and thrive — and our vision: to be a technologically advanced, people-centric company, expanding across Central and Eastern Europe. This vision is underpinned by our commitment to provide smart and simple financial and lifestyle solutions, inspire employees, and contribute to the prosperity of the countries where we operate. Delivering on this vision means continuing our agile and digital transformation at full speed.
Digitalisation remains a top strategic priority. Over the next two years, our focus will be on:
- Personalisation at scale using AI — leveraging customer data responsibly to deliver products, services, and advice tailored to each client’s needs in real time.
- An intuitive, feature-rich, and innovative mobile app — making it an attractive, indispensable part of everyday life, from core banking to advanced financial management tools.
With regard to new products, we will soon launch SEPA instant payments, enabling faster, more efficient cross-border transactions — particularly valuable for Moldova’s growing diaspora and for international trade. We also have a strong pipeline of upcoming solutions — from embedded finance offerings to advanced SME tools and AI-driven financial advice — ensuring we anticipate customer needs rather than simply respond to them. In parallel, we are pursuing a small, asset-light initiative in Romania, which will allow us to test and scale selected solutions in a regional context. Our agile way of working will be the key enabler, allowing us to bring innovations to market faster, refine them through real customer feedback, and scale the most impactful ones across our entire client base. These priorities will strengthen engagement, boost efficiency, and position maib as the digital leader not only in Moldova but across the broader region.
Maib has been vocal about sustainability and ESG. What steps have you taken in this area, and how are they embedded in the bank’s strategy?
We are proud to be the first bank in Moldova to formally adopt an ESG strategy. For 3 years now we have been publishing sustainability report prepared in accordance with GRI standards, received an ESG rating from Sustainalytics, a global rating agency. In 2025 we included ESG related KPIs into management compensation framework. Our main sustainable impact comes from green lending, particularly in renewable energy, with portfolio of green loans reaching MDL 1.35 billion at end of July 2025. We also made significant strides in reducing carbon footprint of our own operations, with maib park, our headquarters, using electricity from only renewable sources from April of this year. Overall, we have over 60 ESG related sustainability initiatives across the Bank, with ultimate goal of including ESG considerations in the decision making.
Looking ahead, what role do you see maib playing in Moldova’s future?
Looking forward, maib remains committed to being a key enabler of Moldova’s economic growth, particularly as the country moves closer to EU accession. By continuing to invest in digitalisation, AI, and customer-first solutions, we aim to empower local businesses and consumers with the tools they need to succeed in an increasingly digital economy. As we continue to innovate and improve our services, we believe maib will play a critical role in shaping the future of Moldova’s banking sector — and, in doing so, contribute to the country’s broader journey toward a modern, prosperous, and integrated European economy.