Victoria Rusu: Retail Banking Starts with People

Interview with Victoria Rusu, Regional Director Chișinău, maib

Victoria, four years ago we spoke about maib’s digital transformation. Today, it has become a reality. What has changed the most during this period?

These have been years of significant transformation. The world around us has changed, and Retail at maib has evolved both in terms of business results and the way we work with people.

If four years ago the focus was primarily on numbers, performance, and control, today our priority is people: our customers and our colleagues.

We strive to create an environment where employees can unlock their full potential and achieve strong results. At the same time, for customers, interacting with the bank should be simple and seamless. Less about processes and more about solutions that truly meet their needs.

Has this shift in perspective also influenced the products maib develops?

Absolutely. Today, we look at every product through one simple question: “Will this create more value for the customer?”

This principle is at the core of all our initiatives and helps us develop solutions that address real customer needs.

Which products currently define maib’s Retail portfolio?

I would highlight two key products: maib liber and consumer loans with insurance.

Not only because they are highly demanded by customers, but also because they offer benefits that differentiate them in Moldova’s banking market.

Last year, we completed the full digitalization of the maib liber installment card. Today, customers can open it entirely online, without visiting a branch. Even people without a credit history, but with officially declared income, can qualify for an initial limit of up to MDL 3,000. The maximum limit reaches MDL 50,000.

I’ve noticed that the maib liber partner network has expanded significantly. Where is this card most advantageous to use?

We continue to expand our partner network continuously. Customers choose maib liber because it allows them to make purchases in installments with 0% interest.

From both a financial and psychological perspective, it is easier to make a purchasing decision when you can spread payments over 2, 4, or 6 installments without additional costs.

For certain product categories, such as home appliances and jewelry, repayment periods of up to 12 months are available.

Does the maib partner network also offer opportunities to save through cashback?

Yes, and this is where maib gama comes in.

We explain the benefits of each card so that customers can choose what suits them best in a particular situation: installment payments with maib liber or cashback with maib gama.

All information about partners and benefits is available in the maibank app and on our website.

Personally, I use maib gama every day and save cashback for my son. It has become a family tradition for me to periodically transfer the accumulated cashback to his card.

I know that maib also offers consumer loans with insurance. What does this option include?

We are talking about the Espresso loan, which offers financing of up to MDL 400,000.

One of its key advantages is the insurance component. Customers can choose between two insurance packages that provide protection in difficult and unexpected situations, such as job loss or extended medical leave exceeding 15 days. In such cases, the insurance company covers the loan repayments.

Many people are hesitant when they hear the word “insurance,” assuming it is expensive.

In reality, the cost of insurance depends on the loan amount and is, on average, comparable to the price of a pizza per month.

In return, it provides peace of mind and financial security. If an unforeseen situation occurs, customers know they will not have to face their financial obligations alone during a difficult period.

The portfolio you oversee also includes the Mortgage Center. What makes it different from a traditional branch?

The Mortgage Center is not a branch in the traditional sense, nor is it a place for routine banking operations.

It is a specialized hub that brings together expertise in mortgage lending and close collaboration with real estate developers and agents.

Buying a home is one of the most important and emotional financial decisions a customer can make. That is why our role goes beyond providing financing—we guide and support customers throughout every stage of the process.

The Mortgage Center is staffed by seven specialists who support customers from the first consultation all the way to receiving the keys to their new home.

You mentioned that you place less emphasis on control and more on other forms of management. What does your leadership role look like today?

I continue to monitor business results and key performance indicators on a daily basis, but my focus is increasingly on people and communication.

Today, leadership is about creating the right conditions for teams to perform and grow.

This means setting clear goals and priorities, building efficient processes, removing obstacles, and ensuring that teams have the resources they need.

Equally important is supporting people through continuous feedback, coaching, and guidance in complex situations.

Maib invests consistently in employee development. Which training programs have had the greatest impact on you in recent years?

For me, the most valuable programs have been those focused on leadership.

The practical sessions on team management, decision-making, and communication in complex situations were particularly impactful. They gave me a clearer understanding of the leadership role and the importance of balancing people, processes, and results.

Exchanging experiences with colleagues from other divisions has also been extremely valuable, as it broadens perspectives and provides a deeper understanding of the business as a whole.

What are your main objectives through the end of 2026?

Our priorities are very clear.

First, we are focused on sustainable business growth: developing our portfolio, expanding our customer base, and maintaining high-quality standards.

Second, we continue to improve efficiency by simplifying processes and enhancing digital solutions so that customers can access services faster and more easily.

And third, our team. Speed of execution, effective collaboration, and a shared focus on results are essential elements for the success of any strategy.