Dubai Economic Update

Tanfeeth Overview تنفيذ Concept and objectives Current State IBM Partnership tanfeeth ■ Tanfeeth was established as the GCC's 1st shared services company to deliver most cost efficient operations at significantly improved service levels through application of lean manufacturing methodologies to run efficient operations Strategic objectives: o Enhance competitiveness and value creation for our clients and Emirates NBD through efficient and consistent service delivery 。 Continuously transfer best in class operations knowledge and infrastructure from world shared services industry leaders to the GCC • Develop Emirati talent platform that could be a role-model for the rest of the UAE ■ Tanfeeth established as 100% owned subsidiary of Emirates NBD ■ Headcount of 731 as at 31 December 2011 ■ Current operational scope includes Retail Credit Centre (RCC) and Call Center processes for Emirates NBD ■ 2011 Accomplishments: ○ Designed and rolled out Tanfeeth HR engine, including Shared Services specific policies and processes 。 Onboarded and transformed Emirates NBD's RCC unit by implementing the lean based Tanfeeth Operating Model which significantly reduced turnaround time and improved efficiency 。 Onboarded Emirates NBD call center and optimised operations o Implemented an empowerment initiative to transform the call center into a virtual branch Strategic agreement formed with IBM over a period of 7 years Agreement gives Tanfeeth exclusivity in the UAE paired with a joint go-to-market strategy and leveraging IBM brand ■ IBM will support and provide managed service in Tanfeeth Tanfeeth to have access to IBM's "Top Performers" to supplement Tanfeeth's existing workforce, as well as proprietary tools to support service delivery (Command Center, Advise HR and Time Volume Capture (TVC)) IBM to provide process and soft skills training to Tanfeeth employees including the leadership team Emirates NBD 36

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