Organizational developments
FMO’s organizational strength is essential to delivering our Strategy 2030 ambitions. In 2025, we focused on building the skills, culture, and operational effectiveness needed to support this trajectory. Guided by the People & needed skillsets and Efficiency focus themes, we continued strengthening leadership, enhancing collaboration, and advancing digitalization to boost productivity. These developments help ensure that FMO remains resilient, capable, and well‑equipped to achieve its strategic goals.
People and needed skillsets
People are central to FMO’s ability to deliver on its mission and long-term strategy. Our impact depends on a skilled, engaged, and adaptable workforce that is aligned with our values and equipped to support FMO’s strategic ambitions. We are committed to fostering an environment where employees can thrive, develop relevant capabilities, and contribute meaningfully to our mission.
Regular Employee Engagement Surveys and interim pulse checks ensure our people initiatives remain relevant and effective. In 2025, our employee survey reported an Employee Net Promoter Score (eNPS)19 of 43, a significant increase from 21 in 2024, reflecting stronger employee engagement and satisfaction. While no Dutch-specific benchmark for the banking sector is publicly available, this score compares favorably with international sector benchmarks. FMO’s eNPS is above the 2025 global banking sector average of 39 and only slightly below the broader financial sector average of 46, indicating a strong level of employee advocacy and positioning FMO as an attractive and engaging place to work.
Building on the Values in Action program20 launched in 2023, we further reinforced FMO’s culture by annually highlighting specific values and behaviors and continued initiatives to embed these naturally in our day-to-day operations. The 2025 focus themes built on increased effectiveness and efficiency, as well as feedback and, supporting stronger collaboration and alignment across the organization. Leadership development remained a priority, promoting conscious leadership and authentic decision-making in line with our values and strategic ambitions. For more information on these topics, refer to 'S1 - Own workforce' in the Sustainability statement.
Efficiency
Strengthening organizational efficiency is a key enabler of FMO’s Strategy 2030: ‘Pioneer-Develop-Scale’. Our approach remains threefold: focusing on bottom-up efficiencies, automation and digitalization, and the responsible use of AI. In 2025, efficiency was a six‑month focus behavior for all FMO employees, supported by awareness initiatives, knowledge sharing, and practical training to embed continuous improvement in our daily work.
Bottom-up efficiency remained an important driver. Through our Continuous Improvement approach and Kaizen workshops, employees and managers across FMO delivered many incremental improvements that collectively have a material effect. These initiatives reduce waste, simplify handovers, and limit manual work, while at the same time strengthening ownership, engagement, and a culture of continuous improvement.
The Digitalization Program delivered several significant milestones in 2025. We further automated core credit processes by digitizing the Change Request and Customer Credit Review processes using an in-house developed workflow system, giving FMO greater control over process design and future enhancements. We also progressed the redesign of the loan origination process and strengthened customer relationship capabilities through improved CRM and deeper integration of data and processes. In parallel, we introduced advanced process analytics, providing clear insight into throughput times and bottlenecks, and enabling more targeted improvements.
Building on secure pilots conducted in previous years, we started the responsible deployment of Microsoft Copilot and other AI-enabled tools, with robust safeguards for data protection and governance. Together, these developments are freeing up capacity, improving quality and consistency, and supporting FMO’s ambition to operate as a more efficient and resilient organization.