Sustainability Report 2023/24

Kai Shing offers academic and mentorship programmes to enhance employees’ expertise and their career development. All staff, from frontline workers to directors, receive professional training through the KS Service Excellence Academy. This focuses on corporate culture, work competence, professional development and personal effectiveness. Specialized programmes are added to address emerging needs. During the reporting year, all full-time employees were trained by the academy. To develop a sustainable talent pipeline, KS NOVA Management Development was launched in 2021. Around 30 high-potential managerial staff have received comprehensive training in this two-year programme. Meanwhile, the KS Elite Programme provides dedicated training in property management and local culture for young talent from the mainland. This helps them to adapt and thrive in their new roles. To nurture industry-specific talent, Hong Yip’s People Development Academy was established in 2007. Hong Yip has expanded its talent pool and increased individuals’ productivity by providing professional training. Hong Yip also provided director training series to sharpen our management teams’ knowledge on quality and skills, ethical and corporate governance practices. Since 2010, the Academy has been accredited as an authorized award-granting body for organizing Hong Kong Qualifications Framework (HKQF) training programmes by the Hong Kong Council for Accreditation of Academic and Vocational Qualification. The HKQF- recognized training programmes range from levels 1 to 4. To date, the Academy has issued over 6,600 HKQF qualifications to its employees, and the number of HKQF credits available through our in-house programmes accounts for around 91% of the total in the property management industry. Its Advanced Diploma in Integrated Property Services Management (HKQF level 4) is the first and only qualification awarded through a company’s in-house training approved by the Property Management Services Authority as a designated diploma for property management practitioners for the Tier 2 license. During the reporting year, Hong Yip has incorporated virtual reality (VR), augmented reality (AR) and mixed reality (MR) in its training programmes, such as handling of various emergency incidents, including flooding, fire and traffic accident as well as various safety situations like carrying out arboriculture jobs and maintenance works with a view to providing a close-to-real experience in the virtual world. The application of these technologies has enabled Hong Yip to win the Most Popular Innovation Award at the 1st OSH Innovation and Technology Award held by Occupational Safety and Health Council. Sanfield also provides an Apprenticeship Training Scheme, in which students receive on-the-job training and subsidies for their higher diploma studies. The scheme offers two, three or four years of technical training, ordinances training and more, to build skills in construction. During the reporting year, 75 students participated. Mutual Learning Sessions for Customer Care in Malls Customer Care Centres (CCC) have provided personalized services to shoppers and tenants in our key malls since 1997. Currently, more than 25 malls have CCC. To enhance our performance, we host quarterly mutual learning sessions for mall representatives and leasing managers. They exchange ideas about items requested by customers and how to enhance the performance of our staff. An average 60 participants attended learning sessions each quarter during the reporting year, and around 200 service items and enhancement measures were launched. This undoubtedly contributed to heightened customer satisfaction surveyed over the period. To monitor the business benefit, we use annual customer satisfaction survey results as KPIs. The Group’s office and mall tenants have satisfaction rates of 99%, reflecting a success in this employee development programme to maintain good service quality. Please refer to the Value Created for Customers section for more information. Customer Care Centres Sun Hung Kai Properties Limited | Sustainability Report 2023/24 < 52 > Our Reporting Approach Message from the Sustainability Steering Committee Our Business Our Approach to Sustainability Value Created for the Environment Value Created for People Value Created for Customers Value Created for Supply Chain Value Created for Community Appendices