NCB focused on building out its digital capabilities

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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