SHKP Sustainability Report 2024/25

45 Sun Hung Kai Properties Limited | Sustainability Report 2024/25 CASE STUDY Mutual Learning Sessions for Customer Care in Malls Type of Training Percentage of Total Training Hours Product and Service Quality 30 % Profession or Industry-specific 29 % Others (e.g. Environmental management, Management and soft skills, Health and safety and employee wellness as well as Business ethics and anti-corruption) 41 % 2 Training data from SmarTone and SUNeVision can be found in their respective ESG reports. We will explore the feasibility to include their data to the Group in the future. 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 Hours 0 50,000 250,000 150,000 350,000 400,000 500,000 100,000 300,000 200,000 2022/23 2024/25 2023/24 322,254 416,012 351,095 Empowering Our Employees for Growth and Development Since 1997, our Customer Care Centres (CCCs) have delivered tailored services to shoppers and tenants across our portfolio of more than 25 major malls. To continuously elevate service standards, we conduct quarterly mutual learning sessions where mall representatives and leasing managers collaboratively review customer requests and identify improvement areas for our staff. These sessions engaged an average of 60 participants per quarter and generated around 200 service improvements, contributing to an enhanced level of customer satisfaction consistently observed during the reporting year. To track the business impact, we utilize annual customer satisfaction survey Our training modules span essential ESG topics: climate change, project management, quality control and assurance, cybersecurity, crisis communication, enterprise risk management, sustainable supply chains, data literacy and technology, occupational health and safety (OHS), and compliance. During the reporting year, the average training hours per employee were 13.5 hours 2 . To enhance our employees’ competitiveness in the ever-changing industry landscapes, we also provide relevant training and upskill workshops. These programmes are designed to equip our employees with the skills necessary to mitigate the negative effects of industrial or climate transition changes. Our workshops include AI and technology applications, digital marketing strategies, and sustainability practices to promote green building and energy conservation, helping employees navigate the challenges of these transitions. Employees’ Total Training Hours 2 Financial year >13,000 classes, seminars, webinars and online programmes >416,000 total hours of training 2 outcomes as KPIs. The office and mall tenants within the Group have recorded satisfaction rates of 99%, underscoring the programme’s success in upholding high service quality standards through employee development efforts. For more details, please refer to the Value Created for Customers section. Customer care centre in our mall We champion continuous professional development through a comprehensive learning ecosystem encompassing structured training programmes, an extensive corporate library, job rotation, secondment opportunities and self- directed learning initiatives. Our Internal Affairs Department designs tailored annual talent development plans to systematically enhance staff competencies, professional expertise and job performance. To encourage participation, we share the latest training information via our intranet and newsletters. We also sponsor our employees to attend external seminars, accredited short courses and further education degree programmes, reinforcing our commitment to lifelong learning. The SHKP Quality Academy stands as our cornerstone for professional excellence, delivering specialized programmes across business, aligning with both individual career aspirations and team objectives across four core disciplines: business and people management, construction, property management and personal growth. This ensures our workforce remains at the forefront of industry innovation while strengthening our market position. Our blended learning approach combines: A comprehensive digital platform that enables self-paced, location-independent learning An extensive library at headquarters housing more than 1,500 printed books A growing collection of more than 1,400 specialized e-books This integrated resource system supports continuous skills development, evidenced by around 70% full-time headquarters employee engagement during the reporting year.