Sustainability Report 2021

9 Introduction Customers Social Governance Appendix Environment Sustainability Report 2021 Strategy and Business The Bank’s continued efforts to strengthen customer relationships and capture market share have led to the formulation of the Seven Strategic Intents, which include multiple products and life-long customer solutions. These Seven Strategic Intents encompass the following: 1. Customer Centricity At ttb, customers are at the center of our business operations as we take into account how each business decision, process, and strategy will affect customer experience. The Bank analyzes and uses customer data to develop financial products and services relevant to customers’ needs by understanding customers’ behavior and anticipating their wants. Correspondingly, customer satisfaction is also measured and monitored to continuously improve the Bank’s financial products and services as well as customer experience. Since the start of the COVID-19 pandemic, ttb has been giving support to our customers who have been negatively impacted. 2. Build Deposits and Transactional Banking Product Excellence The Bank uses the deposit-led strategy to differentiate customer value propositions in deposit products and transactional banking services. The Bank will continue to focus on developing flagship deposit products that will help build lasting relationships with customers and enhance customer experience in hopes that ttb will eventually become the customers’ main bank of choice. 3. Continue Leading in Auto Loan and Lending Products After merging with Thanachart Bank, ttb has capitalized on the strength of Thanachart Bank’s auto loan, which is equipped with available personnel, car dealer networks, and Thanachart Bank’s brand strength to further expand the business and cater to customer’s needs. Thanachart Bank’s auto loans offered to ttb’s customers consist of comprehensive financial product offerings and services. This will strengthen the Bank’s ability to cope with changes in the market, thus, maintaining its leadership position in the auto lending industry. 4. Build Sustainable and Recurring Non-interest Income This past year, ttb has been continuously emphasizing on bui lding sustainable, non-interest income capability to effectively manage capital due to its minimum capital requirement when compared to credit-related income. Non-interest income, such as bancassurance products and mutual fund products, also ensures a sustainable bottom l ine throughout i ts business cycles . Subsequently, ttb also applied the distributor business model and the open architecture model to cater to different customers’ needs bycollaboratingwithsuitablebusinesspartners and sourcing the best financial products.