UAE Economic and FY 2012 Financial Results Update

Tanfeeth Overview Emirates NBD تنفيذ tanfeeth Concept and objectives Current State • Tanfeeth was established as the GCC's 1st shared services company to deliver most cost efficient operations at significantly improved service levels through application of lean manufacturing methodologies to run efficient operations Strategic objectives: 1 Enhance competitiveness and value creation for our clients and Emirates NBD through efficient and consistent service delivery Continuously transfer best in class operations knowledge and infrastructure from world shared services industry leaders to the GCC Develop local talent platform that could be a role-model for the rest of the UAE • Tanfeeth established as 100% owned subsidiary of Emirates NBD • Headcount of 1,734 as at 31 December 2012 • Current operational scope includes all Emirates NBD back office operations. This includes 11 separate back office operating units as well as Emirates Islamic Bank's Call Center Operations and Retail Asset back office units. • Over the course of the year, successfully delivered on all SLA targets for Emirates NBD through wide-scale lean transformations. This has included: - - Up to 30 percent across-the-board service improvements Up to 20 percent cost efficiency gains 27 percent employee engagement improvement 21 percent customer satisfaction increase 35 55

View entire presentation