Outlook

Mr. Cohen mentioned that he has “no doubt we will emerge from this pandemic more resilient and will achieve this by continuing to build an environment that creates:

1. Strong financial performance
2. Inspired people and culture
3. Delighted customers
4. Digital to the core”

Mr. Cohen noted the five prioritized strategic themes of NCBFG’s 2024 aspiration as follows:

1. Deepen relationship with customers significantly

1. • Move from a product to customer segment centric
   • Evolve the risk framework
   • Upgrade the product suite

2. Shift cost structure sustainably

2. • Re-charge and enhance cost optimization strategies
   • Revamp operating model for retail to unlock efficiencies in the cost base.

3. Build leading digital, analytics and technology capabilities

3. • Transform IT
   • Accelerate the data and analytics machine and capabilities
   • Re-focus the digital operating model on value capture, while continuing to upgrade capabilities

4. Win with talent:

4. • Focus the talent development model on the top 2% to power the enterprise
   • Identify key talent pools to expand and shrink, shift the talent attraction model to reflect the key initiatives.

5. Delight customers with experience

5. • Enhance client service through increase in availability and quality to lower customer attrition.

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