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Investor Presentaiton

EMIRATES NBD REVIEW OF PERFORMANCE cross-sell ratios and customer satisfaction scores for the segment. Personal Loan campaigns were carried out to encourage customers to transfer existing relationships and drive acquisition. The employee payroll business was expanded through targeted promotional campaigns. Priority Banking Priority Banking had a good year with revenues growing by 14% over the previous year led by a significant uplift in wealth and FX fee income. The customer proposition was expanded with the launch of an upper tier Signature proposition for high net-worth customers offering enhanced benefits and privileges. An insurance referral partnership was put in place. Customer service was reinforced through a series of initiatives such as proactive servicing, relationship manager customer satisfaction scoring and extensive service training of front-line staff. The division's Moments of Wow customer outreach programme continued to be received well. Business Banking Business Banking continued to stabilize revenues in a challenging market environment led by a healthy 13% growth in the Liabilities book. FX revenues grew well supported by dedicated product specialists and targeted customer campaigns. Trade income ramped up by 26% supported by client activation programmes as well as innovative product promotions. The value proposition was refreshed with the launch of new customer packages that provided free access to full-suite online banking as well as a host of other benefits bundled to suit the requirements of businesses of all sizes. Private Banking and Wealth Management Private Banking net interest income was impacted by lower interest rates redressed partly by a 21% growth over end 2020 in the CASA book, while fee income grew well by 14% y-o-y. Customer engagement and service delivery remained strong, reflecting in a record customer Net Promoter Score of 61. Investment outlook webinar podcasts were carried out to provide market updates and guidance. The product platform was enhanced with the addition of a range of funds along with continued expansion of the proprietary Emirates Signature Funds programme, which crossed USD 300 million of assets. Reinforcing the Group's commitment to integrating sustainable practices throughout its value chain, all relationship managers and investment advisors were provided with ESG training and certification. Emirates NBD Asset Management grew revenues by 16% compared to the previous period and was ranked among the Middle East's 30 Biggest Asset Managers by Forbes. Corporate and Institutional Banking (C&IB) Corporate Banking Corporate Banking maintained momentum and continued to grow its revenues and liabilities portfolio in 2021. In addition, C&IB sustained its balance sheet whilst improving profitability through growth in fee income and competitive pricing. Emirates NBD continued to extend support to our clients in 2021, empowering them to contribute and be part of the ongoing economy recovery. Strong recovery in the economy was witnessed through the increase in the on-boarding of new clients. Our approach in 2021 remained focused on supporting digitisation through bespoke products and services to adapt to customers' changing needs, which was reflected in the sizeable growth in non-funded income and our liabilities book. Financial Institutions Financial Institutions (FI) manages relationship across banks, non-banking financial institutions, supranational and sovereigns; offering a wide range of market leading products across Transaction Banking, Global Markets, Credit and Investment Banking Solutions. Our network in the MENAT region, complemented by global 25 و المئوية ether Tow لنفير Sanfoeth ogeil 2071 Emirates NBD Group celebrates 50th UAE National Day ANNUAL REPORT 2021 و المن er Tow 26
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