Our long-term success is closely tied to the success of our stakeholders, both internal and external. With this in mind, we place a strong emphasis on engagement and collaboration with all our stakeholders. By understanding their unique needs and perspectives, we are better equipped to shape our strategies and implement initiatives that not only meet, but exceed their expectations. We are committed to building lasting relationships with our stakeholders, and working together towards mutual success. Engagement Frequency: Why Are They Important? Our employees, or BITIZENs, are crucial to our success. From junior staff to senior Board members, each individual plays a critical role in aligning with our internal culture and Shariah principles. • Internal communication channels including the internal portal, HUMANE portal (Online Human Capital Management System), SAPJAM platform and e-mail communication • Digital town hall and discussion sessions with the senior management • Online training and development programmes • Internal activities and initiatives among the Group’s workforce • Employee Engagement Survey Engagement platform EMPLOYEES Why Are They Important? Our customers are the driving force behind BIMB’s success. Through every transaction, we strive to provide the best possible products, services, and banking solutions to meet and exceed their expectations. CUSTOMERS Digital touchpoints: • Internet Banking • Corporate Website • Mobile applications including GO by Bank Islam; GO Biz by Bank Islam; SMExpert; BEST Invest and BISOnline Contact Centre: • Brick and mortar: – 135 branch networks – 16 SME Hubs – 29 Ar Rahnu Outlets – 7 Bureau de Change – 947 Self-service Terminals • Social media platforms including Facebook, Instagram, YouTube and Twitter • Customer surveys and focus groups • Webinars and online discussion forums Engagement platform Integrated Report 2022 38 Stakeholder Needs and Expectations
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