VICTORIA Mutual Investments Limited (VMIL) is ramping up its digital transformation programme and upgrading client services as it sharpens focus on growing its VM Wealth Management arm. At a recent investor briefing, the company outlined a series of initiatives aimed at making it easier to do business and more seamless for clients to participate in investment activities. One of the key upgrades is the introduction of a client profiling platform that will allow VMIL to consistently evaluate clients’ risk tolerance and make adjustments to their portfolios as their needs change.

“We have recognised our clients’ needs are changing over time. You may come on-board with us, and you are a passive investor. Over time you become a more aggressive investor, or it could be the reverse,” explained Allison Mais, chief operating officer of VM Wealth Management Limited.

VMIL also acknowledged that its member engagement and call centres remain some of the first points of contact for clients. Management said improving the quality of service in this area is a priority, and part of its digital transformation involves training call centre representatives to handle more complex client queries. By deepening their product knowledge and customer engagement skills, VMIL expects its frontline agents to provide faster, more accurate responses and a more seamless client experience. Beyond service improvements, the company’s digital agenda includes major technology upgrades, with its core investment management system, now in the final stages of a year-long overhaul, expected to be completed within the next few weeks.

“The objective of this upgrade is to enable us to be on a more current version of the system but also to leverage a number of features the new system will provide for us,” Mais explained.

VMIL has also completed the development of its online onboarding platform, which will allow clients to open accounts and access services from anywhere without visiting a branch. The platform is awaiting final regulatory approval before its full launch. At the same time, clients are being encouraged to prepare for more activity on the company’s IPO Edge platform, which is being enhanced to make participation in new investment offers more user-friendly and to reduce reliance on manual processing.

“We have a number of exciting offers that are coming between now and the end of the year, and this is the platform that will be primarily used to access those offers,” Mais revealed.

To support these changes, VMIL has also established a Transformation Office tasked with improving operational efficiency.

VMIL says its digital upgrades are already improving efficiency, with dividends and coupons now processed faster, turnaround times shortened, and client statements updated more regularly. The impact has also been reflected in client activity. For 2025, the company reported an 11 per cent increase in its active client base, alongside a 46 per cent rise in enrolments in the first half of 2025 compared to the same period in 2024. User logins were up 26 per cent, while the number of service requests pushed through its digital channels surged by 80 per cent. Financially, revenues in the first half of 2025 climbed to $1.29 billion, representing 30 per cent growth over the prior year. However, the company recorded a net loss of $39.2 million, compared with a profit of $533.6 million in the same period of 2024.

VMIL currently serves about 15,000 active clients, many of whom have asked for more frequent engagement. In response, the company will this week launch its Financial Literacy Series, featuring a weekly newsletter aimed at improving client education. This builds on the monthly newsletters already in circulation and complements tailored content sent to clients with specialised needs.

To further support digital adoption, VMIL also plans to roll out a series of tutorial videos across its online channels, helping clients navigate and make the most of its growing suite of digital platforms.

MAIS…we have a number of exciting offers that are coming between now and the end of the year, and this is the platform that will be primarily used to access those offers.