The COVID-19 pandemic is a health and humanitarian crisis, as well as an economic shock. Banks have a pivotal role to play. Beyond the obvious facts that the pandemic will test the mettle of the industrys leaders and impose an overriding imperative to ensure service continuity, we believe the short-term impacts will affect four key areas of retail and commercial banking: credit management, revenue compression, customer service and advice provision, and operating model adjustments and cost control.

1. Conclude your report by making the necessary inferences and suggest future implications based on your findings.

2. Evaluate the impact of the COVID 19 pandemic on the Malaysian banking sector. Major points to look at including the following

a) Credit Management

b) Revenue Compression

c) Customer Service and Advice Provision

d) Operating Model Adjustment, Cost Control and innovation