Building and Deepening Long-term Relationships / Building the Future for each of Our Customers across ASEAN
Building the Future for each of Our Customers across ASEAN
With the successful integration of Citigroup’s consumer banking businesses in Indonesia, Malaysia, Thailand and Vietnam, we now bank more than 8.5 million customers. With our strengthened position, we are well placed to build a long-term sustainable retail business.
Susan Hwee
Head of Group Retail
Head of Group Retail
2025 was a year energised with transformation and growth.
With the successful integration of Citigroup’s consumer banking businesses in Indonesia, Malaysia, Thailand and Vietnam, we now bank more than 8.5 million customers. With our strengthened position, we are well placed to build a long-term sustainable retail business.
In 2025, we were named ASEAN’s Best Bank for Consumers by Euromoney. This recognition reinforced our position and commitment in ASEAN. We will continue to scale our franchise by deepening customer relationships through a customer-centric approach.
This approach extends into our digital channels. One in two of our customers joined us digitally, and through UOB TMRW. Our digital bank app, UOB TMRW, continues to be a key growth engine, leveraging artificial intelligence (AI) and machine learning to empower customers to achieve their financial goals with smart insights, personalised rewards and wealth management solutions.
We enable customers to manage their banking and wealth needs physically across ASEAN through our extensive network of 400 branches, sales, wealth management and private banking centres, and ATMs across the region.
Our comprehensive solutions continue to capture cross-border wealth and spend flows across our expanded regional network. As we continue to help our clients build their wealth, our wealth income1 has grown from strength to strength. Our award-winning UOB Private Bank discretionary portfolio management (DPM) has consistently achieved top-quartile performance. We also saw a seven per cent increase in gross card fees, reinforcing our position as the top consumer credit card issuer2 in terms of billings in ASEAN.
Beyond banking, we curate distinctive lifestyle experiences that align with our customers’ passions and aspirations. Leveraging our unparalleled regional footprint and strong customer franchise, we forge strategic, first-of-its-kind partnerships that provide customers with priority access to highly sought-after experiences.
Building on our collaboration with The MICHELIN Guide restaurants in Malaysia and Thailand and renowned wine critic Robert Parker Wine Advocate, we are the inaugural Global Principal Partner of The MICHELIN Guide Hotels. This partnership reinforces our position as discerning purveyors of unique and exceptional experiences, elevating how we serve customers across lifestyle and luxury.
To deliver personalisation at scale, we harnessed Generative AI (GenAI) capabilities in delivering personalised customer experiences. Productivity tools, such as the GenAI chatbot have enhanced client servicing by helping bankers to quickly retrieve wealth advisory updates. Through these AI-powered tools, we have seen an uplift in overall productivity.
Safeguarding customers remains a priority. We strengthened security through preventive controls, including real-time fraud surveillance to safeguard customers’ transactions, an industry-first measure to block unauthorised remote devices access by scammers and the replacement of SMS One-time Passwords with digital token authentication.
Looking ahead, we will continue to innovate for the long term, and uphold service excellence as we continue to strengthen our presence across ASEAN.
With the successful integration of Citigroup’s consumer banking businesses in Indonesia, Malaysia, Thailand and Vietnam, we now bank more than 8.5 million customers. With our strengthened position, we are well placed to build a long-term sustainable retail business.
In 2025, we were named ASEAN’s Best Bank for Consumers by Euromoney. This recognition reinforced our position and commitment in ASEAN. We will continue to scale our franchise by deepening customer relationships through a customer-centric approach.
This approach extends into our digital channels. One in two of our customers joined us digitally, and through UOB TMRW. Our digital bank app, UOB TMRW, continues to be a key growth engine, leveraging artificial intelligence (AI) and machine learning to empower customers to achieve their financial goals with smart insights, personalised rewards and wealth management solutions.
We enable customers to manage their banking and wealth needs physically across ASEAN through our extensive network of 400 branches, sales, wealth management and private banking centres, and ATMs across the region.
Our comprehensive solutions continue to capture cross-border wealth and spend flows across our expanded regional network. As we continue to help our clients build their wealth, our wealth income1 has grown from strength to strength. Our award-winning UOB Private Bank discretionary portfolio management (DPM) has consistently achieved top-quartile performance. We also saw a seven per cent increase in gross card fees, reinforcing our position as the top consumer credit card issuer2 in terms of billings in ASEAN.
Beyond banking, we curate distinctive lifestyle experiences that align with our customers’ passions and aspirations. Leveraging our unparalleled regional footprint and strong customer franchise, we forge strategic, first-of-its-kind partnerships that provide customers with priority access to highly sought-after experiences.
Building on our collaboration with The MICHELIN Guide restaurants in Malaysia and Thailand and renowned wine critic Robert Parker Wine Advocate, we are the inaugural Global Principal Partner of The MICHELIN Guide Hotels. This partnership reinforces our position as discerning purveyors of unique and exceptional experiences, elevating how we serve customers across lifestyle and luxury.
To deliver personalisation at scale, we harnessed Generative AI (GenAI) capabilities in delivering personalised customer experiences. Productivity tools, such as the GenAI chatbot have enhanced client servicing by helping bankers to quickly retrieve wealth advisory updates. Through these AI-powered tools, we have seen an uplift in overall productivity.
Safeguarding customers remains a priority. We strengthened security through preventive controls, including real-time fraud surveillance to safeguard customers’ transactions, an industry-first measure to block unauthorised remote devices access by scammers and the replacement of SMS One-time Passwords with digital token authentication.
Looking ahead, we will continue to innovate for the long term, and uphold service excellence as we continue to strengthen our presence across ASEAN.
1
Comprises wealth management fees and customer-related treasury income.
2
As of December 2025, based on Mastercard and Visa.
We continue to be driven by our ambition to become the bank of choice for aspiring consumers across ASEAN. We put our customers at the centre of all that we do and we serve the growing aspirations of our customers across the wealth continuum powered by personalised AI-driven insights and solutions that cater to every lifestyle and life stage. Our strategy is to scale our franchise by helping our customers reach their goals, to build their future, and to make tomorrow theirs.
Key achievements
Customer base
>8.5 million
Digitally-enabled3 customers
82%
of customer base
Current accounts and Savings accounts (CASA) balance
+12%
year on year
Gross card fees
+7%
year on year
Customer loans
+4%
year on year
Wealth management income4
+14%
year on year
With the successful integration of Citigroup’s consumer banking business in Vietnam, we have completed our multi-year transformation across the region. This has advanced our position as a leading regional bank and delivered progress across multiple fronts. CASA penetration has grown to 66 per cent in FY25 from 64 per cent a year ago, while wealth penetration rose to 38 per cent from 37 per cent over the same period.
On the cards front, we have leveraged our extended customer franchise to secure more exclusive partnerships and lifestyle privileges for our cardholders, reinforcing our position as the leading cards issuer in the region. We ranked top in consumer credit card billings for three consecutive years5, with healthy year-on-year growth in our five key pillars of shop, dine, travel, e-commerce and entertainment. In Singapore, we are also the top in billings for Visa consumer cards.
On the cards front, we have leveraged our extended customer franchise to secure more exclusive partnerships and lifestyle privileges for our cardholders, reinforcing our position as the leading cards issuer in the region. We ranked top in consumer credit card billings for three consecutive years5, with healthy year-on-year growth in our five key pillars of shop, dine, travel, e-commerce and entertainment. In Singapore, we are also the top in billings for Visa consumer cards.
Appreciating partners for their continued support and contribution to our success at the UOB Partners’ Gala with Mr Wee Ee Cheong, UOB’s Deputy Chairman and CEO in attendance
3
Digitally-enabled customers refer to customers with user ID and password for UOB TMRW and/or Personal Internet Banking account.
4
Comprises wealth management fees and customer-related treasury income.
5
As of December 2025, based on Mastercard and Visa.
