TCFHC integrates the core concepts and strategic directions of the Company, constructs complete education, training and further education courses, and plans training blueprints according to job levels and professional functions to establish effective career development training plans for employees. We hope to cultivate, retain and assist employees to practice career ideals and create a win-win situation where the company and employees can grow together.

In 2023, the turnover rate of TCFHC Group is approximately 6.10%. Excluding 268 employees who reached retirement age or applied for early retirement, the voluntary turnover rate is 3.33%. Although the turnover rate has been gradually increasing over the past 4 years, it is still far lower than the average turnover rate of 13.8% in Taiwan’s financial industry. Additionally, the retention rate of new employees at TCB in 2023 was 89.78%, demonstrating that the working environment provided by TCFHC is favored by most employees.

In response to the development of sustainable finance and the FinTech trend, besides actively recruiting professional talents in digital technology to improve the Group’s digital banking literacy, TCFHC strengthened internal workforce transformation training, improved the bilingual proficiency, nurtured talent to connect with the world, and broadened the international horizon of its people so that employees can directly fill vacancies. These internal and external measures work in tandem to improve the Group’s overall competitiveness.

Diverse Learning and Training Opportunities

Employee Education and Training

In order to motivate employees to pursue growth and strengthen professional skills, each year TCFHC Group planned different annual training program that contains various types of professional lectures and training courses either held internally and arranged externally through collaborations with different training institutions, schools, or government agencies. The Group has encouraged staff to learn autonomously or take part in external training courses. The Group also held celebrity speech events from time to time and arranged multiple learning channels hoping to develop employees’ professional skills and competency and increase the competitiveness of the entire group.

In recent years, to instill the ideals of corporate sustainability into the corporate culture, the Group has gradually included ESG related topics into its training materials, covering issues such as information security, ethical management, human rights equality, TCFD, sustainable finance, and green operations. TCB allocated in 2023 an annual budget of NT$7.2 million on sustainable transformation courses such as "Senior Seminar on Fair Customer Treatment Principles", "TCB Health Lectures", "TCB Seminars", "Financial Consultant for Senior Citizens Training Course", "Environmental Sustainability Training Course", and "ESG Educational Training". 

In 2023, the average training hours for employees is 68 hours with an average training expense of NT$2,451, numbers saw a significant uptick from 2022 (52 hours, NT$2,072).

TCB continues to provide complete and comprehensive training on 3 main fronts which are new employee training, global associate training, and leadership management training, so that employees are given diverse learning and development opportunities throughout their career. Also, in preparation for global deployment, the expansion of the overseas service network, and the establishment of bilingual branches, TCB is actively cultivating well-rounded international talents and providing support for employees to obtain professional certificates and language proficiency certification in order to cultivate talents with international vision.

To welcome the wave of digital transformation among banks and FinTech, TCB is also actively implementing innovative talent training plans, organizing the "Innovation Brainstorming Camp" in 2018 and establishing "Innovation LAB" (CoLAB) in 2019, both of which served as important incubators of innovative talents and new FinTech patents.

New Employees

To help newcomers quickly get the hang of their responsibilities, TCB organizes new employee seminars and ETABS hands-on class for collection and payment at the counter. The training courses gradually increase in difficulty and introduces theories before hands-on practice, covering topics like practical operations, operational risk loss, friendly financial service, information security literacy, ESG issues, and occupational safety education. Practical exercises include identifying subpoenas and balancing loans, as well as operating simple payment transactions. These courses also introduce the ETABS interface and troubleshooting methods. Trainees then practice more complicated cases, then take on more advanced courses on things like time deposits, cash accounts, and checking accounts.

Global Associate (GA)

In preparation for global deployment, the Global Associate Training Program is one of TCB’s most valued talent training projects. TCB launched the program in 2011, providing solid professional courses and internal rotations that allow trainees to learn core operations to develop international banking talents. The program has trained over 325 global associates. In recent years, TCB has increased the number of recruitments in hopes of recruiting talents with at least a master’s degree, intermediate or high English proficiency, and a background in any field of study to revitalize the organization and cultivate talents to succeed international banking business. As of 2023, 198 people (60.92%) have completed training or been assigned to the head office or overseas branches.

Leadership and Management Training

To expand the talent pool for potential managers, TCB regularly selects outstanding employees for training, organizing elementary, intermediate, and senior manager training courses as well as new manager courses based on the different responsibilities of managers at different levels. In 2023, a total of 322 employees received trainings, with courses that covered business developments and experience sharing by senior and retired officers. Industry experts, scholars and consultants were also invited to speak on diverse topics like "creating highly efficient sales", "core leadership and distribution strategies", and "empowering and instructing team members" in order to boost leadership and commanding capabilities of the management while improving their ability to communicate with team members and customers in oder to consolidate sustainable competitiveness.

Company-wide English Courses

In the wave of globalization and internationalization, having international communication skills and a global vision is an important part of improving corporate competitiveness. To follow the government’s "Bilingual 2030 Policy" and provide friendly bilingual financial services, TCB is committed to comprehensively improving employee’s English listening, speaking, reading and writing, organizing both classroom courses and courses on professional online learning platforms, which have been attended by over 2,000 people.

Aside from language skills, TCB also actively trains talents in international affairs in order to handle matters of an international bank. TCB also established the interdepartmental task force Co-FAST (Foreign Affair Special Task Force). In the event of international affairs like foreign visitors, international conferences, or overseas roadshows, Co-FAST will be dispatched to effectively improve the quality and quantity of handling international matters with their professional skills and training in international affairs, helping TCB accumulate influence overseas and realize its long-term goal of becoming an international bank.

Innovative Talent Cultivation Programs

In 2019, TCB established "Innovation LAB" (CoLAB), a flexible interdepartmental program that gathers outstanding millennial age global associates from a range of different fields, including talents in overseas branches, wealth management, credit granting, foreign exchange and other business areas, as well as inventors of FinTech patents and those who came up with excellent proposals at TCB’s "Innovation Brainstorming Camp". These talents work together to inspire innovative FinTech ideas, seek out opportunities for financial service transformation, and accelerates the quality, quantity, and application of patent applications. CoLAB members are rotated each year to maintain a flexible culture of creative discussion. With CoLAB’s cross-department cooperation and enthusiastic spirit, TCB has cultivated a stable innovation DNA culture, cultivated new innovative talents, established core digital transformation capabilities to continue to provide innovative services in the digital ecosystem, and actively applied for financial patents to protect innovative technologies from infringement.

On the other hand, TCB is also actively developing core financial technology talent to reserve colleagues’ digital transformation and innovation momentum. The internal training courses for 2023 are as follows:

Answering to the FSC’s "FinTech Development Roadmap", TCB encourages employees to proactively get certified for their FinTech capabilities. The certification consists of 6 job categories in the banking industry, including business analysis, user interface and experience design, digital marketing, product design, data analysis, and digital compliance and risk control, covering the domains of competence and core skills of FinTech comprehensively. In 2023, the Taiwan Academy of Banking and Finance and the Taiwan Insurance Institute were entrusted to conduct a total of 5 educational and training sessions of the "FinTech Capability Certification Class", with a headcount of 100 attendees and 3,100 hours completed in total. The certification pass rate was nearly 96%, demonstrating the Group’s commitment to develop talent and proactively seek digital transformation.

Employee Development Program

In addition to providing employees with basic job training, language, and mandatory, compliance, or basic occupational health and safety training programs, the Group also plans special employee development plans in recent years, hoping to improve and develop employees’ professional skills in order to improve the overall operating performance.

Performance Evaluation

To inspire employees to unleash their potential and reinforce the organization’s operational efficiency, the Group has set up a fair evaluation and rewarding system, organizing both regular and irregular performance evaluations according to different duty natures. The performance evaluation results are then taken as a reference for future improvement, reward, or punishment. In recent years, the performance assessment system was gradually combined with the SDGs strengthening the Group’s sustainable governance. In 2023, 102.94% of employees in managerial roles and 96.25% of employees in non-managerial roles had gone through performance evaluation (the number of employees evaluated at TCB includes retirees, so the number at the end of the year is lower than the actual number of employees evaluated).

Occupational Safety and Health Management System

The Group is committed to providing a safe and healthy environment for employees, contractors, buyers, and customers, with the "Safety and Health Work Code of Conduct" and "Occupational Safety and Health Policy" in place. The Group promotes occupational safety and health based on the 4 main themes of "employee care, disaster prevention, health promotion, and full participation". The " Occupational Safety and Health Policy " applies to the Group’s employees, clients, contractors and providers, regulating various operation standards and principles of handling emergencies that is related to occupational safety and health while promising that TCFHC Group will abide by the occupational health and safety regulations, regulate quantitative targets, and continuously improve occupational health and safety 

performance. The "Occupational Safety and Health Committee" is held regularly every quarter, consisting of 11 committee members including employers, 4 labor representatives, and unit supervisors. The labor participation rate reaches more than 1/3. Through health management, health promotion, safety maintenance management, and occupational safety in terms of health supervision and inspection, we track and manage the implementation of issues related to employee health concerns and working environment. Every quarter, the "Occupational Safety and Health Implementation Work Report" is reviewed and approved by the "Occupational Safety and Health Committee" and submitted to the Board of Directors for reference.

After introducing the "ISO 45001 Occupational Health and Safety Management Systems" in 2020, TCFHC Group established the "Occupational Health and Safety Management Implementation Task Force", formulating a general management plan for occupational safety, health, and safety maintenance, aiming at strengthening occupational safety and health management and safety and health education and training. We implemented automatic safety and health inspections and other safety and health promotion matters and set priorities and action plans that should be executed annually. The "Occupational Health and Safety Management Implementation Task Force" is convened by the executive vice president. The E.V.P. is mainly responsible for the implementation and supervision of the occupational safety and health management system, as well as managing the effectiveness of the operation of the system. In order to ensure the occupational safety and health policy goals and continuously maintain the effectiveness of "ISO 45001", internal audit operations are carried out regularly, and 30 employees have obtained internal auditor qualification certificates.

In 2022, TCB introduced the Ministry of Labor’s "Taiwan Occupational Safety and Health Management Systems" (TOSHMS), aiming to create a comfortable and safe working environment with zero workplace accidents and low risks through the internationally and nationally certified PDCA (Plan-Do-Check-Act) measures. Each year, TCB conducts an internal audit to review, manage, and correct the overall workplace environment and hires a third-party institution to verify the audit to maintain the system’s effectiveness. In addition, the Group has included occupational safety-related regulations in the supplier’s undertaking on "Supplier CSR and Environmental Sustainability Clauses", requiring suppliers also to implement occupational safety and health.

In honor of the April 28 ^th World Day for Safety and Health at Work of 2023, the "Occupational Safety and Health Week Event" over a period of 5 days was held for the first time. Led by the highest-ranking supervisor, TCB declared a shared commitment to creating a safe and healthy workplace through a serious of courses such as Workplace Safety Workshop, Health Workshop, and CPR+AED rescue training. 

Creating a Healthy Workplace

In order to ensure that all employees are fully informed with occupational safety and health regulations and the Group’s safety maintenance operational mechanism, TCFHC Group has formulated "Guidelines for Safety and Sanitation Works" and "Guidelines for Handling Emergent Injury and Illness" to regulate operational standards on occupational safety and sanitation and principles of handling emergent accidents. Meanwhile, we implement regular occupational disaster online reporting operations according to the law to stay abreast of employees’ health and safety status and reduce the recurrence of accidents.

"Regulations Governing Emergency and Crisis Management" is formulated as the basis for handling emergencies. This would effectively control TCFHC Group’s risks and damages arisen from these emergencies, stabilize the operation of the company and enable each unit to coordinate with each other and handle the aftermath rapidly. The headquarter, each regional center, and each business unit have formed "emergency response teams" to assist each unit in handling various hazards and emergencies. In addition, when contractors are disabled due to injuries or passed away due to incidents, the supervisor of the unit responsible for the construction shall report in accordance with the regulations.

To encourage employees to monitor and manage their own health, TCB has been actively providing healthcare information, health promotion, and consultation services for employees suffering from diseases and the top 10 irregular findings of health examination. To support the "Occupational Safety and Health Act", TCB has rolled out 4 different hazard prevention measures including "ergonomic hazard prevent program", "maternity health protection at the workplace", "prevention of overwork related illness", and "prevention of unlawful infringement while performing duties" to ensure continuing supports for employee’s healthcare.

TCB provides an excellent maternity subsidy program and continuous care for female colleagues who are pregnant or within 1 year after delivery. The occupational health and safety manager will conduct a risk assessment of the work environment, while doctors providing on-site services will conduct a risk assessment based on the working and health conditions of pregnant employees. In 2023, 35 employees received these outreach interviews.

Once age distribution and health exam results were analyzed, the "TCB Health Lectures" were held to focus on 3 health-specific topics, namely "Post-pandemic Era - Food Therapy and Care for Old People", "Comprehensive Analysis of Health Exam Values", and "How to Exercise to be Optimally fit and Reduce the Most Fat!" and help employees deal with health changes in the post-pandemic era. Meanwhile, eating smartly and exercising happily to get rid of the metabolic syndrome were promoted to realize a healthy life. A headcount of 16,192 people in total took part.

All subsidiaries of TCFHC Group have passed the Badge of Accredited "Healthy Workplace-Health Promotion" from the Health Promotion Administration. Also, to actively promote the health of all employees, TCB is planning health promotion campaigns on proper posture, healthy eating, chronic illness prevention, and mindfulness-based stress relief at 65 branches in 2023. TCB also continues to provide maternal care and breastfeeding rooms for female employees, receiving "Excellent Breastfeeding Room Certification" from the Taipei City Government.

Occupational Health and Safety Training

Every TCB unit has an occupational health and safety supervisor, fire safety management personnel, and first-aid personnel. In addition to drills mandated by the competent authority, TCB also holds regular employee training to improve health and safety knowledge and skills.

Although the Group’s work environment is not required to install AEDs, TCB nevertheless provides AED equipment at 14 buildings to protect employees’ health and create a safe environment. It also provides regular CPR+AED training and there are 11 buildings that have obtained "AED safe workplace" certification.

Occupational Safety and Health Indicators

Occupational Safety and Health Risk Assessment

TCB plans new annual health management plans and activities based on indicators such as employee health inspection, the effectiveness of health management measures, and epidemiology, with activities like onsite doctor services, health lectures on a diverse array of topics, and promotion of healthy exercise. TCB implements risk assessment based on safety status response notification events and hazard identification statistics, formulates target management plans for preventing metabolic syndrome, preventing employee commuting accidents, and improving workplace safety, etc., and sets control measures for risk issues and reviews implementation results.

Based on the 2023 health risk assessment, 4 issues with medium to high incidence/impact levels were listed as health risks that need to be managed, among which metabolic syndrome, traffic accidents, infectious diseases and workplace safety were risk factors. TCB organized weight loss activities and 150 health promotion tours for those with high risk levels to effectively reduce the frequency of employee health hazards and improve organizational effectiveness.

Employee Assistance Program (EAP)

BNP TCB Life Insurance began introducing the employee assistance program (EAP) in 2017, helping employees to relieve work-related stress and handle problems at work and in life. The program provides comprehensive physical and mental balance as well as psychological counselling services through phone calls, letters, or face-to-face consultation, helping employees achieve work life balance. Topics of consultation include parent-child communication, affection and relationship, family and partner, pressure from work. In 2023, an average of 3 employees utilized these services each month.

To help employees relieve stress, TCB conduct regular physical and mental health promotion courses, inviting professional therapists or psychiatrists to talk about stress relief and mindfulness skills. It also provides a "List of Mental Health Services Provided by TCB or Available in Taiwan" for employees with counseling needs to utilize multiple therapy channels. TCB also regularly publishes "Occupational Safety and Health Academy" literature to promote the importance of physical and mental health balance and help employees become more attuned to the physical and mental health of their fellow colleagues.

Human Rights Policy

TCFHC follows applicable requirements in the "UN Universal Declaration of Human Rights", "The United Nations Global Compact", and "International Labor Convention" while defining its human rights policy that is applicable to subsidiaries throughout the Group to express its duties in the protection and fulfillment of the respect and protection available for human rights. CEO signed our human rights statement on behalf of all employees, declaring that the Company supports and abides by human rights policies, and expects partners including suppliers and customers to jointly raise awareness of human rights issues.

For the sake of eliminating gender discrimination and contributing to substantive gender equality, TCFHC is devoted to the promotion of gender equality policies. Gender equality and human rights education and training courses are planned for employees (including newcomers) on a yearly basis in order to boost awareness of gender equality. In 2023, a total of 1,588 people throughout the Group attended the courses, including 383 trainees from TCB. In addition, internal management and complaint resolution are key parts of the training courses for management, so as to improve supervisors’ ability to communicate and handle problems. TCB is committed to constructing a gender-friendly workplace, establishing many leave and benefit systems that are more favorable than statutory requirements (see Maternity Protection Measures Superior to Statutory Requirements). In 2023, the Company participated in the Bloomberg GEI assessment for the first time, gaining the index’s recognition, which demonstrates how the Company’s active efforts to implement gender equality policies have gained international recognition.

TCFHC Group has zero-tolerance towards both sexual and non-sexual harassment. To prevent the occurrence of sexual harassment and protect the rights and interests of victims, the Company established "Workplace Sexual Harassment Prevention Policies" that strictly prohibit sexual harassment conduct in the workplace. Violators will be penalized according to the severity of the situation. In addition to posting anti-sexual harassment literature, the Company also established the "Sexual Harassment Prevention and Complaints Review Committee", which consist of external experts who will professionally and impartially handle reports of sexual harassment. The Company also established a sexual harassment complaints hotline, establishing an open reporting channel that will handle employee complaints with confidentiality, allowing employees to safely work in a workplace environment free of sexual harassment, ensuring diversity and fairness in the workplace.

In 2023, there was no human rights-related complaints such as sexual harassment incidents, penalties caused by violations of the "Gender Equality at Work Act", child labor, gender or sexual orientation discrimination, or violations of freedom of association in the Group. However, there was 1 case that Company was fined by the labor authorities. The reason was a worker worked for more than 6 consecutive days, and the Company did not give him 1 day off as a holiday in every 7 days. In order to protect the rights of workers, besides paid to the said worker in terms of applicable service compensations immediately, the Group has reinforced communication on applicable labor laws and strengthened attendance management measures. After this case, employees are asked to get the approval of working on the days off in advance to prevent against recurrence.

The Group complies with international human rights conventions and formulates a corporate code of conduct. There are no operating locations or suppliers with significant risks of forced or compulsory labor incidents. 

Human Rights Due Diligence

To implement human rights risk management, the Company not only established a group "Human Rights Policy", but also continuously follows up on recent human rights cases and analyzes prominent international human rights issues. Every year, important human rights issues that are highly relevant to the Company are regularly selected as the main assessment items for implementing human rights due diligence on employees and key suppliers Note, so as to systematic peridoic review human rights risk issues and formulate mitigation and compensation measures.

Note: For the key supplier human rights due diligence results, refer to the chapter Environmental Sustainability for details.

Human Rights Risk Assessment

In 2023, TCFHC Group conducted an "employee" human rights due diligence survey, focusing on 7 major human rights issues, namely, "diversity in the workplace", "gender equality", "maternal health protection", "work overtime", "human trafficking", "forced labor", and "occupational health and safety", so as to compiled 27 potential human rights risk issues. The survey was conducted through questionnaires on the probability of occurrence of these risks and the severity of impact if they occur, to fully understand the possible impact of human rights risk issues, so as to plan risk mitigation measures as soon as possible.

For the survey, 9,530 questionnaires were given to employees throughout the Group, and 8,650 valid completed questionnaires were collected, resulting in a completion rate of 90.76%. The survey results showed that the occurrence rate and impact of human rights risks were both at a medium to low level. This demonstrates that the Company’s measures to prevent human rights ris ks is recognized by most employees.

TCFHC formulates risk mitigation measures based on potential human rights risk issues with higher risks as identified by the human rights due diligence are shown in the table below.

Comprehensive Employer-Employee Communication

The Group is committed to establishing multiple and smooth communication channels so that employees’ voices can be heard and responded to. Each company within the Group has set up an "Employee Feedback Section" or "Message Board" in the internal domain. Employees can also communicate with the company through organizations or meetings such as corporate unions, Employee Welfare Committees, and quarterly labor-management meetings. Meanwhile, the management also proactively assists employees in handling workplace issues to reduce labor disputes.

All the domestic and overseas operating locations of the Group’s companies protect employees’ freedom of association, and so far no violation of freedom of association has occurred. In order to protect rights and interests of employees and enable harmonious labor relations, TCB and TCS both renewed collective bargaining agreements with their corporate unions respectively in 2022 for a validity period of 3 years. In addition, TCSIT formed the corporate union in 2024. Based on the principle of integrity, both parties aim to promote harmonious employer-employee relationship and work together to increase work efficiency, improve employee welfare, and seek common goals for career development, creating a win-win situation for the labor and management.

Currently, a total of 8,874 employees at TCB and TCS have joined corporate unions, accounting for approximately 99.03% of eligible employees. This means that over 90% of the Group’s employees are protected by unions or collective bargaining agreements. Additionally, companies in the Group all have a personnel management system that complies with the collective bargaining agreements to protect the rights and interests of employees on the basis of harmonious employer-employee relations, mutual trust, and mutual benefits.

Employee Satisfaction

In order to listen to and understand employees’ satisfaction and opinions of the current situation of the management system, TCFHC regularly conducts employee satisfaction surveys, and integrates the opinions of most employees into the Company’s reference for formulating future policies, so as to achieve common prosperity and good things with employees.

Starting from 2022, in order to implement the balance between employees’ family and work life, the content of the questionnaire was appropriately adjusted, hoping to understand employees’ workplace feelings, which could be used as a reference for future benefits or policy adjustments, so as to strengthen employees’ sense of happiness and identity, and create a truly happy enterprise.