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42 BANK MUAMALAT MALAYSIA BERHAD About Us Our Leadership Our Strategy
About Us
ANNUAL REPORT FY2020
OUR MATERIAL
MATTERS
What it Means to the Bank Discussed in
Digital Banking • Exploring digital transformation and building internal • AR: Business Model
capability for greater customer experience, accessibility • AR: Stakeholder Engagement
and efficiency
• AR: Delivering our Strategy
• Technological development and digitisation of financial • SR: Digital Banking
services to assist customers in their banking needs and
to also expand our customer base, from various medium • SR: Customer Experience
of communication • SR: Financial Inclusion
Energy • Optimising energy consumed in various forms (such as • AR: Business Model
Consumption & fuel, electricity and water) for the Bank’s operations • AR: Stakeholder Engagement
Environmental • Monitoring efficient management of natural resources • SR: Energy Consumption &
Impact
• Conducting activities (for the community and the Bank) Environmental Impact
to help improve the environment
Community • Empowering communities through development • AR: Stakeholder Engagement
Development programmes that create positive impact • AR: Business Model
• AR: Segmental Performance
• SR: Community Development
• SR: Responsible Financing
• SR: Procurement Practices
Customer • Customer service performance and initiatives taken • AR: Business Model
Experience by the organisation to improve service delivery • AR: Delivering our Strategy
whilst maintaining compliance with existing laws and • AR: Stakeholder Engagement
regulations regarding customer confidentiality
• SR: Digital Banking
• Creating an enjoyable, reliable and memorable customer
journey whilst managing the right balance between • SR: Customer Experience
digital and traditional approach • SR: Financial Inclusion
