Dubai Economic Update

Strategic Imperatives (cont'd) 3 Enhance Support Functions and Strengthen Platforms 2011 Objectives Further enhance employee proposition through talent/leadership development as well as performance and retention management ■ Continued enhancement of the Group wide Risk strategy and alignment of policies to defined risk appetite ■ Roll-out of Group wide service Excellence effort as part of a change management program along all customer touch points ■ Continuously upgrading and enhancing IT platforms Evidence of Success in 2011 ■ Talent philosophy and talent model approved and piloted with rollout planned across the Group in 2012 ■ Certified coach and manager programs launched to build leadership and managerial capabilities ■ Established the Group Service Quality / "Tamayyuz" department to further improve the coordination and focus on the critical issues impacting customer service ☐ ▪ Risk Strategy revised and bank-wide roll-out and integration with economic profit framework completed ■ Service improvements through rigorous analysis of findings from customer surveys and mystery shopping; front-line program designed and being rolled-out over next quarters ■ Initiated a lean transformation initiative to enhance bank wide IT platforms ■ Further strengthen IT platforms for international locations: FinnOne roll- out in KSA and Finacle roll-out in London 2012 Objectives ■ Continue to upgrade and enhance IT platforms – undertake implementation of the lean transformation initiative which was initiated in 2011 ■ Further enhance the scope of Tanfeeth by migrating additional banking support and back office processes ■ Further enhance the customer service proposition through focused initiatives to be undertaken by Group Service Quality / "Tamayyuz" ■ Implement Core banking and Private banking systems in KSA and Singapore (PB only) in addition to enabling online banking Emirates NBD 34

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