MESSAGE FROM THE WHOLETIME DIRECTORS

Our priority is to simplify banking for our customers and deliver superior experience across all ecosystems, micromarkets and customer segments. Our 360º customer-centric service approach is anchored on core values of trust, integrity and transparency. We are making continuous efforts to strengthen our service digital capabilities and enhance our delivery systems underpinned by a focus on operational resilience. The Bank is committed to fostering a strong risk and compliance culture to ensure a balance of risk and rewards for delivering long-term sustainable outcomes.

We see exciting opportunities arising from the Indian economy and its global linkages and are committed to supporting this transformative journey. Driven by the principles of ‘One Bank, One Team’ along with ‘Fair to Customer, Fair to Bank’ and ‘Return of Capital’, our focus will be growing in a prudent and responsible manner. We remain committed to high standards of governance, and becoming a trusted financial partner for our customers while creating value for all stakeholders.

At ICICI Bank, our focus remains on risk-calibrated profitable growth by maintaining high standards of governance, deepening our coverage and enhancing our delivery capabilities. Furthermore, we continue to cultivate a culture where every employee serves customers with humility and upholds the values of brand ICICI. We aim to be a trusted financial services provider of choice for our customers and deliver consistent, predictable returns to our shareholders. In fiscal 2024, we remained committed to integrating sustainable practices into the Bank’s operations. Encouraged by our steady progress, we have set a target of becoming carbon neutral in Scope 1 and Scope 2 emissions by fiscal 2032. Our efforts through ICICI Foundation for Inclusive Growth, our CSR arm, in providing affordable healthcare, creating rural livelihoods, and supporting societal development have made a difference to over 12.8 million lives across the country to date.

We continue to strengthen our 360° customer-centric approach as ‘One Bank, One Team’, aiming to deliver value to our customers in line with our ‘Fair to Customer, Fair to Bank’ approach. Building trust-based long-term relationships with customers is core to our strategy for sustainable growth.

In fiscal 2024, we focussed on deepening our presence and harnessing business opportunities across ecosystems and micromarkets in a unified manner by leveraging our business centres, digital channels and partnerships. We have further empowered our frontline teams with enablers for enhancing customer engagement and providing seamless services. We continued to enhance our services and solutions such as onboarding new products on our iLens platform, enriching the export-import journey on Trade Online and technology integrations with customers to serve supply chain ecosystems. We believe our initiatives should be underpinned by simplicity and should enrich the customer experience.

Offering high-quality banking services with simplicity and reliability is our key priority as we seek to deliver customer delight while ensuring resiliency of our operations. We continue to focus on enhancing delivery systems and simplifying processes for better outcomes. The Bank’s delivery framework endeavours to take complete ownership of the customer’s needs, right from onboarding to fulfilling various transaction needs, through a frictionless journey. We continued our approach of onboarding right counterparties including our partners and service providers. We continue to review our credit policies and credit delivery for offering right product propositions to our customers and deliver in a seamless manner. By leveraging data analytics, public digital infrastructure and digital capabilities, we strive to provide customers with a transparent and best-in-class banking experience.

We have laid strong emphasis on continuously strengthening our operational resilience for seamless delivery of services to customers. As we continue to grow our business, we remain invested towards strengthening our delivery systems and technology platforms to sustain scalability, security and resilience.