Page 52 - Bank-Muamalat_Annual-Report-2023

BANK MUAMALAT MALAYSIA BERHAD

OUR STRATEGIC
DIRECTION

FY2023 STRATEGIC THRUSTS AND PRIORITY FOCUS AREAS

ACCELERATE ENABLE ISLAMIC DRIVE CUSTOMER
BUSINESS GROWTH BANK FOR ALL SUSTAINABILITY CENTRICITY
Catalyse growth by transforming Diversify customer base and Expand Social Finance and Elevate customers’ experiences
core business streams and enhance range of financial solutions transition responsibly to a through digitalisation, customer
diversifying into new growth engines within all business segments low carbon economy care and brand transformation

Focus Areas: Focus Areas: Focus Areas: Focus Areas:
• Accelerate profitability by • Engage with local communities • Expand programmes or products • Elevate customer experience
expanding beyond business as usual through outreach programmes, to assist Asnaf and B40 through digitalisation and new
(BAU) sponsorships, and partnerships entrepreneurs engagement channels
• Expand fee-based income • Develop a range of financial • Develop financial products that • Reduce abandoned call rate
• Conduct thorough credit products and services that appeal to support environmentally • Execute Bank-wide brand
assessments and monitor financing a diverse customer base sustainable projects and finance transformation
portfolios to mitigate default risks • Expand the Bank’s customer eco-friendly initiatives
and maintain asset quality base through targeted • Comply with requirements from
• Forge strategic partnerships and marketing campaigns and BNM on Climate Risk as outlined in
establish group synergy relationship-building efforts to the Climate Risk Management and
• Deploy strategies to optimise increase financing activities and Scenario Analysis
capital income

Key Achievements Key Achievements Key Achievements Key Achievements
for the Year: for the Year: for the Year: for the Year:
→ Expansion and growth in key → Active growth of customer base → Expanded sustainable products → Effective channel management
businesses indicators with more than 128,000 and service offerings • Enhanced retail internet banking
• Financing: 17.7% new customers • Collaborated with Malakoff Corp and mobile banking
• Deposits and Investment Berhad to introduce ECO Green • Launched new look for the
Account: 24.1% → Evolved as an Islamic Lifestyle financing corporate website
• Asset: 23.9% Banker with introduction of • Introduced Special Electric Vehicle • Completed brand transformation
• Low Gross Impaired Financing: fidyah services for collection and Campaign, which contributed about for 62% our total branches
0.93% over-the-counter advisory RM340,000 of financing income • Introduced a live chat function
at branches • Approved 2,240 applications for on the Bank’s website to provide
→ Launched real time cross border the iPUSH scheme real-time and personalised
payments and settlements • Onboarded 11 entrepreneurs under support for better customer
(VISA B2B)
the iTEKAD Mawaddah programme, experience
providing RM32,044 of working • Introduced Business Whatsapp
capital and RM46,244 of seed channel as a key customer
capital in addition to RM55,000 in engagement
training fees • Rolled out DuitNow QR for
• VBI assets as at December 2023 retail payment to all POS
made up 52.2% of total financing Malaysia outlets
→ Developed Climate Risk → Elevated customer experience
Management framework to • Improved Customer Service
align with BNM’s requirement Index (CSI) 94% from 82.8%
(FY2022)
• Ranked #1 for CSI in the industry
• Improved Brand Health
th
ranking from 7 (FY2022) to
th
4 among Islamic banks

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