Employees Customers EM CU Our long-term success is closely tied to the success of our internal and external stakeholders. With this in mind, we place a strong emphasis on engagement and collaboration with them. By understanding their unique needs and perspectives, we are better equipped to shape our strategies and implement initiatives that not only meet but surpass their expectations. We are committed to fostering lasting relationships and pursuing mutual success through unified efforts. WHY ARE THEY IMPORTANT? Our employees, or also known as BITIZENs, are crucial to our success. From junior level to senior Board members, each individual plays a critical role in aligning with our internal culture and Shariah principles. WHY ARE THEY IMPORTANT? Our customers are the driving force behind Bank Islam’s success. Through every transaction, we strive to provide the best possible products, services, and banking solutions to meet and exceed their expectations. ENGAGEMENT PLATFORM • Internal communication channels including the employee portal, HUMANE portal (online Human Capital Management System), SAP Jam platform and e-mail communication • Town halls and engagement sessions with the senior management • Training and development programmes • Internal initiatives and activities for and among the Group’s workforce • Employee engagement survey ENGAGEMENT PLATFORM Digital touchpoints: • Mobile applications including GO by Bank Islam, Be U by Bank Islam, SME Expert, BEST app and BISonline • Internet banking • Corporate website • Social media platforms including Facebook, Instagram, YouTube and Twitter Contact Centre: • Brick and mortar: – 135 branch networks – 18 SME Hubs – 29 Ar-Rahnu Outlets – 7 Bureau de Change – 994 Self-service Terminals • Customer surveys and focus groups • Webinars and online discussion forums 38 Bank Islam Malaysia Berhad ◆ Integrated Annual Report 2023 Stakeholder Engagement
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