Investor Presentaiton
REVIEW OF PERFORMANCE
Looking to the Future
with Confidence
In 2022, Group IT launched a new retail assets
platform, which is consolidated with the Bank's
core banking system, to manage personal loans
in Emirates NBD UAE and credit cards for
Emirates NBD Egypt in a single enterprise assets
system with standard workflows.
With the smooth roll-out of the new core banking
system for Emirates NBD India and upgraded
version for Emirates NBD Singapore in 2022, the
Bank is now operating a unified code version
across all markets, covering both conventional
and Islamic banking products.
Group IT continued to enhance the Bank's
platform and cloud technology capabilities with
the widespread adoption of automated self-
service provisioning pipelines and substantial
investment in its network and infrastructure. In
addition, Group IT built a new data centre network
using world-class automation, a first for a financial
institution in the region, to improve the stability
and agility of the network. The Bank's API-centric
architecture has shown substantial growth and is
currently serving more than 45m API calls per day
across multiple customer channels. Public cloud
is being embraced and is already supporting
several key capabilities for Emirates NBD Group
locally and internationally.
Group IT also sustained its efforts to ensure that
the Group's sensitive data is adequately protected
and monitored by deploying technologies to
protect data and provide visibility on access to
data within its infrastructure. In addition, it
improved the Bank's portfolio governance by
adopting a new portfolio and project management
application to help maximise productivity and
efficiently manage the IT initiatives in line with
the agile operating model.
Looking forward, Group IT's priority will be to
continue to reinforce the Group's platforms and
infrastructure by investing in next-generation
technologies, embracing innovation, fostering a
culture of digital transformation, and staying agile
to deliver seamless digital experiences and launch
new financial products to customers faster.
Tanfeeth
In 2022, Tanfeeth was focused and dedicated to
working alongside Emirates NBD Group,
continuing to ensure strong economic recovery
since the pandemic by delivering service
excellence and cost-effective solutions to the
Group and its end customers.
Tanfeeth and Service
Tanfeeth focused on multiple strategic initiatives
aligned with the overall vision and purpose of the
Group, which aimed at delivering process and
cost efficiencies, along with digitising and
streamlining processes to provide our end
customers with an exceptional experience.
Omni-Channel
Optimisation Programme
(OCOP): In 2021, our customer service team
responsible for managing Call Centre Operations
and Digital Channels launched this programme to
deliver a seamless, unified and delightful
customer experience. In 2022, the team
continued on the journey of this multi-channel
transformation agenda, changing how customers
interact with the contact centre and other
touchpoints for service issues.
Tatweer Misr and KSA: Launched in late 2021 to
replicate and leverage all aspects of the Tanfeeth
operating model to align, standardise and
optimise in-country operations and contact
centres in Egypt and KSA. So far, in Egypt the
team has completed approximately 200
initiatives, aligning more than 100 processes to
the Tanfeeth model, enabling 14 full STPs and 31
partial STPs. Preparation for Tatweer KSA were
completed in 2022, ready for the full launch in
early 2023.
Work Force Management (WFM): In 2022,
Tanfeeth continued its WFM journey with the
successful implementation of phase 2 in the
Tanfeeth back-office units and in Emirates NBD and
Emirates Islamic's Account Maintenance units.
Debt Collections and Recoveries (DCORE): After
the successful launch of phase 1 of the Group's
new DCORE system in 2021, the Tanfeeth
Financial Remediation team, in collaboration with
Honeywell
Honeywel
Group IT, successfully completed phase 2 in
2022. The multi-entity system aims to provide a
360° view of customers' information, automates
collection requests and enables our third-party
collectors to seamlessly access our customer
data worldwide.
Year of Exceptional Service (Y.E.S.) inspired by
02: Following the success of Y.E.S. in 2021,
Tanfeeth announced the extension of the initiative
into 2022 with Y.E.S. Inspired by 02, focusing on
our values of 'We are One' and 'We Own It' which
are directly linked to our Group's values of
Collaboration and Ownership. The goal for 2022
was to ensure that Emirates NBD and Emirates
Islamic are seen as leading service providers in
the region and beyond.
Practical Ideas to Create High Impact New
Solution (PITCH-IN): The PITCH-IN Championship
was launched in June 2022 to encourage and
inspire creative thinking amongst employees to
improve overall business processes. 209 ideas
were submitted by employees across all Tanfeeth
Honeywel
Hone
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Emirates NBD
Honeywell and Emirates NBD to collaborate on advancing UAE sustainability goals
ANNUAL REPORT 20
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