Value Created for Employees Value Created for Bank Islam • Increase motivation and job satisfaction • Deepen a sense of purpose and meaning • Provide access to opportunities for learning, development, and growth • Strengthen the connection to the Group’s values and purpose • A diverse workforce rich in backgrounds, experiences, and perspectives • A workplace culture that embraces continuous learning and encourages experimentation • Talent attraction and retention • A positive employer branding Risks Opportunities • Declining employee engagement and motivation • Loss of talent and institutional knowledge • Higher stress levels, burnout, and conflict within the workplace • Build a more engaged, productive, and resilient workforce Business Initiatives Value Creation Indicators • Upskill and reskill our employees through tailored training programmes • Develop a pipeline of future leaders through leadership programmes • Employee retention rate • Employee engagement score or rating • Number of training hours • Health and safety incidents Value Created for Customers Value Created for Bank Islam • Offer personalised client solutions that are tailored to customers’ needs • Provide cutting-edge solutions in response to evolving trends like digitalisation and sustainability • Provide secure, swift, and dependable options in both physical and digital banking • Address customer concerns and needs efficiently across multiple engagement platforms • Enhanced customer satisfaction and loyalty • A competitive advantage in the market, especially for customers seeking modern and ethical banking solutions • Reduced operational costs and improved service delivery • A strong reputation that attracts new customers and retains existing ones, leading to increased revenue streams Risks Opportunities • Declining mobile banking quality from slow response times and frequent outages drives customers to switch banks • Escalating risk of financial scams, highlighting the need for robust preventive measures to avoid customer litigation • Maintain strong customer satisfaction in branches and self-service terminals • Develop a new mobile banking app to address architectural flaws of the previous version • Ensure the new app’s independence from Internet Banking, eliminating current dependencies • Revamp the app design and user interface for a more intuitive and appealing experience Business Initiatives Value Creation Indicators • Embrace remote banking trend by strengthening nonvoice support channels like AI-powered ChatBot Adam and LiveChat for seamless customer interactions • NPS • Customer satisfaction rankings • Response time • Downtime and recovery time • Number of complaints • Number of transactions at branches EM Employees CU Customers 40 Bank Islam Malaysia Berhad ◆ Integrated Annual Report 2023 Value We Create
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