Bank Dhofar Business Performance Update

Bank Dhofar Strategy بنك ظفار Bank Dhofar "Bank's Strategic Pillars - enablers to consolidate our position as a leading bank in Oman Focus on four strategic axes Unparalleled Customer Experience ➤ Ensure consistency and promptness of the delivery of services across all channels Segment-specific model including products, services, and channels Digital Banking program to offer convenience and optimize customer reach Strong Brand Strengthen brand visibility Monitoring of marketing initiatives' effectiveness and brand perception ➤ Emphasis on the unique offerings to customers Performance Based Culture ➤ Increase employee engagement, employee experience and strong performance management Improve talent acquisition and retention ➤ Promote a value-based compliance culture Lean Operating Model Building a lean culture aimed to achieve continuous improvement to the Bank's operations Ongoing review and revamp of operating models and operations in order to achieve the best fit target operating model for various departments ✓ Designed and implemented customer journeys across multiple channels including e-Banking and new branches Re-engineering and digitization of multiple processes aimed at improving efficiencies and customer experience Implemented CRM to drive sales and enhance customer experience "Best Customer Experience Transformation Strategy Award" - by Customer Experience - Middle East Awards Bank's branding at Muscat international airport ✓ Significant engagement in Social Media ✓ ✓ Built the Bank Dhofar Performance Academy and a strong e-learning platform to drive performance culture Continuous review and enhancement of our compliance policies and procedures to ensure full compliance with regulatory guidelines and relevant international standards and practices Established Lean Six Sigma Certification program with approximately 120 staff enrolled in yellow, green and black belt certification programs Starting to reap benefits (both financial and non-financial) from lean programs Continue to expand Islamic banking capabilities Strengthen Bank Dhofar's business through inorganic expansion * Five-year strategic transformation plan | Award winning and one of the fastest growing Islamic banking windows in Oman Consider selective inorganic growth opportunities that fit Bank Dhofar's Strategy and could create value for the different stakeholders of the Bank 15

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