Page 85 - Bank Muamalat_AR24

ANNUAL REPORT 2024 1 2 3 4 5 Sustainability Statement 6 7 8 83

SHAREHOLDERS & INVESTORS
Purpose of Our Engagement: Our Engagement Approach:
• Establish transparent and timely communication with stakeholders, fostering trust • Annual reports
and confidence in our organisation and facilitating informed investment decisions • Sustainability statements
• Actively seek input from stakeholders on their investment preferences and • Financial announcements
expectations, ensuring our strategies align closely with their needs and maintaining • Online communications: emails, corporate website, and social media
sustainable access to capital • Meetings and discussions
Stakeholders’ Expectations: Responses:
• Implementing sustainable and long-term business strategies alongside prudent • Sustainable business strategies, prudent cost management for sustainable
cost management to ensure sustainable financial returns financial returns
• Proactively managing asset quality and credit risks, particularly in high carbon • Proactive management of asset quality and credit risks from exposure to
emitting sectors sectors affected by the pandemic
• Maintaining sound balance sheet management practices to uphold financial • Sound balance sheet management
stability • Integration of Value-based Intermediation elements in business operations.
• Integrating elements of value-based intermediation into our business operations • Ethical and responsible business conduct
to promote ethical and sustainable practices • Strong and experienced management
• Upholding ethical and responsible business conduct as core principles • Transparent reporting and disclosure
• Benefitting from strong and experienced management leadership • Sustainability practices across the Bank
• Committing to transparent reporting and disclosure practices
• Implementing initiatives to adopt sustainability practices
Related Material Matter: Related UN SDGs:
Economic Carbon Financial
M1 M3 M10
Performance Management Inclusion

Responsible Ethics and
M12 M14
Financing Integrity
CUSTOMERS
Purpose of Our Engagement: Our Engagement Approach:
• Engage stakeholders to understand their needs and expectations thoroughly, • Branch representatives
identifying areas for improvement in our service delivery • Digital touchpoints: Internet banking and digital applications
• Champion financial literacy initiatives aimed at empowering stakeholders to make • Online communications: Emails, corporate website, and social media
well-informed financial decisions • Customer service centers
• Call centers
• Customer networking events
• Printed materials
• Customer survey
Stakeholders’ Expectations: Responses:
• Innovative financial solutions, products, and services • Developed innovative financial solutions, products, and services to meet
• Convenient, continuous, and safe access to banking services customers’ financial needs
• Convenient and transparent value-for-banking products and services • Enhanced touchpoints, both physical and digital, to maximise customer
• Secured and safe environment with strict data protection for conducting banking satisfaction
activities, particularly through digital channels • Improved processes to deliver operational excellence and efficiency
• Excellent customer service • Drove service excellence through skilled and trained customer service
• Financial assistance that can ease their financial burden personnel
• Enhanced end-to-end cyber response and simulation plans to ensure cyber
resilience and continuously improve IT security
• Provided continuous awareness through online communication and digital
touchpoints to educate customers and employees on potential fraud and
scams
• Implemented strict standard operating procedures to ensure customers’
safety at branches
Related Material Matter: Related UN SDGs:
Economic Entrepreneur Carbon
M1 M2 M3 M6 Employment
Performance Development Management

Financial Customer Responsible
M10 M11 M12
Inclusion Experience Financing