Community Empowerment: Communities Thriving with Us 3 At BIMB, we believe in empowering our community through innovative and socially responsible solutions. In 2022, the Bank approved over RM40 million in financing for Affordable Home projects, supporting the government’s initiative to provide affordable housing to Malaysians. We approved RM200 million in financing for Infrastructure and Public Facilities projects, helping to build critical infrastructure and improve public services. RM39 million was also approved for financing Healthcare and Education projects, recognising the importance of these sectors in driving Malaysia’s development and prosperity. Championing financial inclusion is important to us, and we are proud to make it a cornerstone of our business. We provide financing solutions for microentrepreneurs and other underserved businesses not previously served by the traditional banking system. With this in mind, we expanded our iTEKAD offerings in 2022 to provide solutions to this market, with RM9.9 million channelled to 566 microentrepreneurs. 4 Customer-centricity: Our Customers are Well-Served We aim to cater to all customer segments. We focus on understanding our customers’ needs and how we can best support them. We stepped up our efforts to improve the customer experience during the year. Our customer service benchmark indicators are well within target, with an average waiting time of fewer than 10 minutes and an average serving time of fewer than 5 minutes. Our SST uptime remains above 95%, ensuring our customers can access our services smoothly. In one of our community empowerment initiatives in 2022, AMAL partnered with Yayasan Sabah College of Technology (YSCT) to make a real difference in the lives of physically disabled individuals. The Pusat (AMAL) Latihan dan Amali Orang Kelainan Upaya (OKU) Sabah in Tuaran trains these individuals in acquiring new skills such as carpentry and furniture making to supplement their livelihood. After last year’s flood damaged the centre’s carpentry workshop, AMAL provided cash contributions to assist in rebuilding efforts, while YSCT provided a group of 20 lecturers and student volunteers to aid in fixing the electrical and wiring of the centre, enabling the workshop to reoperate. Together, we are creating opportunities for a brighter and more sustainable future for them. These initiatives reflect our commitment to positively impacting the communities we serve, and we are proud to have approved a total of RM279 million in financing for these vital sectors. Through our Islamic charity crowdfunding platform, Sadaqa House, we have redefined the Islamic financial landscape by promoting financial inclusivity and providing banking facilities to underbanked segments through our microfinance offering. We collected RM7.3 million for Sadaqa House in 2022, significantly impacting our beneficiaries’ lives through 11 changemakers. Our Orphan Fund is another testament to our commitment to community empowerment. We aim to create an end-to-end care package that supports orphans as the principal beneficiaries and empowers the community. BIMB runs its Corporate Social Responsibility (CSR) initiatives and philanthropic activities through AMAL, a platform focusing on contributing to the community where we operate. With 16,009 beneficiaries since 2018, we are proud to serve the financial empowerment agenda within the community in alignment with Maqasid Shariah, thus creating a multiplier effect supporting and uplifting the community. We are proud to report that our Net Promoter Scores (NPS) for overall Bank and digital touchpoints (Internet Banking & GO Mobile Banking app) have improved significantly. This is due to our higher number of promoters and reduced detractors, with our overall Bank NPS reaching 71, up from 49 in 2021. We constantly strive to enhance our customers’ experience and journey with us. Our improved consumer turnaround time for submission and approval volume of fewer than two days has benefited our Personal Financing and Financing customers. We have also seen an improvement in our product holding ratio through key initiatives such as our Leads Management System, profiling, and cross-selling, which are all tracking as planned. For our mass customers, we have increased the size, capacity, and capability of our wealth management offerings and product propositions to meet their protection and investment needs. Our initiatives under Wealth Management are tracking as planned, with seven campaigns completed, nine new products launched, and 15 process enhancements completed. Integrated Report 2022 24 Group Chief Executive Officer Statement
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