CHALLENGES IN 2021 OPPORTUNITIES IN 2021 COVID-19 Movement Restrictions Limited or total absence of physical interactions with customers and target markets impacted the quality of customer engagement and acquisition, requiring innovative new ways to reach target audiences. Disruptions to SME Businesses SMEs faced various disruptions arising from the COVID-19 Movement Restrictions and natural disasters, which impacted their business performance including workers’ and proprietors’ livelihoods. • D eployment of digital avenues and platforms to improve communications with customers, strengthen market outreach and deepen support for SMEs. • S trengthened partnerships with government agencies, business and professional associations, and a wide range of private sector players to increase outreach to targeted and untapped market segments. • I mplemented various financial assistance programmes to help relieve customers’ financial burden, thus forging stronger long-term relationships. • I ntroduced new financing programmes and business development initiatives, including targeted sectorspecific programmes, to promote the growth and sustainability of SMEs and to grow our client base. SME BANKING FINANCIAL HIGHLIGHTS Fund-Based Income 414% 2020: 5.3% Non-Fund Based Income 202% 020: 5.8% Gross Impaired Financing 1.46% 2020: 3.24% 20’ 21’ 28.6 101.8 Net Asset Growth (%) BANK I SLAM MALAYS IA BERHAD 94
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