Investors are critical to our success
as they provide the financial
capital to sustain and grow our
business. For the purpose of
investor relations, the concept
of investors are interpreted more
broadly to include a wide range
of stakeholders in addition to
shareholders, as listed below.
Profile of our Investors
8,330 shareholders comprising state and
private institutions and individuals
Multi-lateral funding agencies
Fund managers and stockbrokers
Rating agencies
Financial media
How we Engage
Annual General Meeting which is held
annually in March
Quarterly investor webinars and fora on
publication of quarter financial results
Investor road shows when required
Year-round meetings with investment
analysts, stock brokers and media
Numerous publications including the
Annual Report, quarterly performance
updates, ongoing investor presentations
and announcements to the CSE.
Dedicated investor relations page on our
website www.ndbbank.com
Expectations and Topics of Interest
Sustainable returns commensurate with
the risk undertaken
Group’s strategic agenda
Integrity and high standards of corporate
conduct and governance
Effective risk management practices
Macroeconomic environment and potential
impacts on the Group
Our Strategic Response
Our engagement with investors are based
on the core principles of consistency,
transparency, clarity and openness to scrutiny.
We engage with them via well structured
events and maintain an open door policy.
Employees
Employees are vital in delivering
exceptional customer experiences
and driving our strategic ambitions.
Profile of Employees
2,169 employees, with a 39% female
representation
33% employees outside the Western
Province
17% of our staff have a tenure of over
10 years
How we Engage
Annual employee surveys including
satisfaction, HR ISO and department
surveys
Periodic staff meetings (Town halls, weekly
leadership team meetings, monthly regional
manager and business review meetings,
quarterly branch manager meetings)
Quarterly induction programmes
Year-round work life balance initiatives
such as Recreation and Toastmasters’ club
Annual Retail Banking awards
Employee recognition awards
Ongoing employee volunteerism
programmes
Expectations and Topics of Interest
Effective performance management and
attractive remuneration schemes
Opportunities for talent and skill
development
Career progression opportunities
Injury-free, safe working environment
Simplification of processes to drive
productivity
Work-life balance
Maintain open and two-way communication
Our Strategic Response
(Please refer page 80 Human Capital Review
and page 268 for HR and Remuneration
Committee Report)
Customers
Understanding customer needs
and providing innovative, value-formoney,
convenient solutions with
a high level of service excellence
are essential for attracting and
retaining customers.
Profile of our Customers
We cater to individuals from entry-level
to high net worth individuals, SMEs,
corporates, public enterprises and micro
businesses
How we Engage
Periodic customer satisfaction surveys for
branches
Ongoing customer interaction at branches
Ongoing online and social media
interactions
Print and electronic media publications as
and when required
Online and mobile banking portals
Trade fairs and exhibitions (potential
customers)
Expectations and Topics of Interest
Competitive and transparent pricing
Professional customer service at all
contact points
Innovative solutions
Convenient access to banking and channel
of choice
Responsible banking practices
Product knowledge and attitude of
employees
Our Strategic Response
We continuously revisit our purpose and
position our customers at the forefront of
strategy to keep customer service alive as
an ongoing agenda. Our ambition is to be
the number one for customer service and
advocacy in the Sri Lankan banking arena.
NDB’s customer-centric business model will
endeavour to deliver great customer service
experience across all customer touch points
and channels.
Suppliers and Business
Partners
Our suppliers and business
partners are vital in ensuring
uninterrupted and seamless
services. Their social and
environmental practices are
also important to us from a
sustainability and business ethics
viewpoint.
Profile of Suppliers and Business
Partners
How we Engage
Periodic supplier reviews and assessments
Periodic meetings and written
communication
Press releases, invitation for bids and
tenders and information on the website
Expectations and Topics of Interest
Fair and transparent pricing
Ease of transacting
Continuity of relationship
For correspondent banks- secure and
stable platform for transacting
Our Strategic Response
The Board approved procurement policy
ensures that we maintain a continuous and
open dialogue with all suppliers and business
partners. We also propagate our sustainability
practices to our suppliers through regular
social and environmental screening.
Regulators
Regulators ensure a sound and
efficient banking system in the
interest of depositors and the
economy as a whole.
Who are our Regulators?
The Central Bank of Sri Lanka is
responsible for banking regulations and
supervision and is our primary regulator
Other regulators/government authorities
include the Securities and Exchange
Commission, the Colombo Stock Exchange
and the Inland Revenue Department.
How we Engage?
Ongoing regulatory reporting
On-site visits and audits when required
Consultations and meetings when required
Announcements to the CSE when required
Expectations and Topics of Interest
Compliance to all relevant regulations,
directions and guidelines
Maintain regular and transparent
communications
Control direct and indirect impact
on stakeholders, the society and the
environment.
Our Strategic Response
The Bank maintains a close and transparent
working relationship with its regulators, to
ensure compliance and obtain clarification on
issues if required. A dedicated Compliance Department independently monitors
adherence to all relevant regulatory and
statutory requirements.
The Bank contributes to the development
of policy, legislation and regulation through
submissions of comments and views on
proposals and discussion papers. We also
maintained resilient business continuity
management processes.
Community and
Environment
The sustainability of our business
is inextricably linked to the
community and environment
in which we operate and our
business prospects rely on a
strong and thriving community.
Who are the Communities we Serve?
How we Engage
Meetings with beneficiaries of CSR
initiatives and capacity building
programmes as and when required
Ongoing publications including the Bank’s
Sustainability reporting and other press
releases
Ongoing CSR projects, press releases and
engagement on social media
Expectations and Topics of Interest
To partner common social and
environmental issues
Employment creation within communities
To develop products and provide guidance
on achieving desired outcomes of
individuals, families and businesses
Minimizing adverse social and
environmental impacts
Our Strategic Response
In line with our long-term approach towards
sustainability we strive to create value for
the communities we operate in, through
strategic CSR projects, developing products
and solutions facilitating socio-economic
empowerment and delivering positive
environmental impacts.
