CLIENTS AND CUSTOMERS REGULATORS AND THE GOVERNMENT (Individuals, SMEs and Corporations) Their needs and expectations • Easy access to financial services and facilities • Quick and transparent processing • A positive customer experience and personalised service • Prompt resolution of complaints • Trust • Data privacy • Environmental and social responsibility Their needs and expectations • Sustained profitability • Dividends distribution and sustainable shareholder value • A clear growth strategy • Compliance with relevant laws and regulations • A diverse and competent Board and leadership team • Environmental and social contributions that align with national goals Our response • Omnichannel delivery of services (digital channels and in-branch interactions) • Flexible financing solutions, tailored to customer needs • Continuous review of products/solutions to reflect evolving needs • Investments in technology to streamline processing and approval times • Emphasis on data security and privacy • A Green Bond to finance sustainable projects Our response • Frequent updates on the Company’s financial position • Adherence to laws and regulations • Improved ESG communication and disclosures • Appointment of new independent Directors with relevant skill sets • Establishment of an ESG sub-committee • Listing of green bonds on the SEM How we engage How we engage Clients drive our revenue and growth. Their feedback shapes our products, services and strategies, helping us maintain our competitiveness. Regulators provide the frameworks and standards within which we operate. Compliance is crucial to maintain a sustainable business and foster trust. » Customer surveys » Focus groups » Group website and social media platforms » Press communiqués » Email and the mobile App » Call centres and customer hotlines » Roadshows » Annual report » Annual Meeting of Shareholders (AMS) » Investors’ briefings » Press communiqués » ‘Investors corner’ section on the Group website » Quarterly unaudited financial statements » Meetings Business Review page 48 | ESG Report page 62 ESG Report page 62 | Corporate Governance Report page 94 | Financial Statements page 116 21 Introduction Group Overview Leadership Strategy & Performance Risk Management Corporate Governance Statutory Disclosures Financial
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