25 CONSOLIDATED FINANCIAL STATEMENTS 2025 Organisational Strengthening Member Centered Outlook During the year under review, we remained focused on streamlining our processes to enhance service delivery across all branches and reinforce our commitment to service excellence. A key initiative in this effort was the successful completion of service excellence training by our frontline team, rolled out under a “Set To Achieve Remarkable Service” (STARS) Program, thoughtfully and purposefully orchestrated by our in-house Human Resources Department. This training targeted critical areas such as development of staff’s personal skills to deal with members to an advanced level while enhancing member satisfaction, reducing wait times, improving turnaround times, and strengthening our brand image—key components in building a resilient and responsive service culture. To further support convenience and accessibility to our members, the Credit Union resumed pre-COVID operating hours at our satellite branches allowing members greater flexibility and ease to conduct their business with us. We also continued to invest in the future of our organization by fostering engagement with the youth demographic through our Thrift Club program. This initiative plays a vital role in building early brand identity and long-term member relationships. We are pleased to report continued year-over-year growth in program uptake, reflecting its increasing relevance and appeal. A comprehensive review of our Credit Risk Management Policy was also completed during the year. This strategic enhancement strengthens our financial position, reduces exposure to credit risk, and ensures compliance with evolving regulatory standards. In addition, it equips us to better respond to the competitive landscape and expand our suite of financial products to meet diverse member needs. Ultimately, service is not a one-time initiative—it is an enduring commitment woven into every aspect of our operations. As we move forward, we will continue to invest in our people, refine our processes, and adopt technologies that support exceptional service delivery. These ongoing efforts are essential to sustaining operational excellence, deepening brand loyalty, and fostering long-term member engagement. Talent Management & Capacity Building Over the past year, the organisation has placed a strong emphasis on strengthening our team to support member growth, improve service delivery, and align with our long-term strategic goals. This has been a core part of our broader organisational redesign, which aims to build a high-performing, member-focused culture. Strategic investments have been made in our people as our efforts have focused on building teams aligned with our values, while creating a supportive and engaging workplace environment. The following summarises key initiatives undertaken to strengthen our human capital and organisational capabilities. Key Developments Team Development and Capability Building We have implemented training programs including STARS (Set to Achieve Remarkable Service) Customer Service Training for all staff and specialized Sales Training for Relationship Officers. Training has been embedded into daily operations through coaching, performance check-ins, and real-time feedback, fostering a culture of continuous improvement and accountability. Recruitment and Workforce Alignment Our recruitment strategy has focused on filling critical skill gaps in front-facing roles, with realigned processes to strengthen our member-focused approach. Job Evaluation The job evaluation exercise continues as the final component of our corporate redesign. Significant progress has been made in discussions with the Employees’ Bargaining Unit with a commitment to reaching a timely and favourable conclusion for all parties. Rewards & Recognition The THRIVE Rewards & Recognition Program, launched in July 2024, has been implemented to show our appreciation for our 300+ employees. This program strategically supports the organisational values, by rewarding extraordinary effort and meaningful results. Industrial & Employee Relations As a result of the hiring of an Industrial Relations Manager during the period we have enhanced workplace harmony through: • Improved Grievance management training for all managers and supervisors • Direct staff engagement across all locations to address challenges and build trust • Revitalization of the Health & Safety Committee with expanded branch representation • Implementation of comprehensive safety training including fire safety, first aid, and anti-robbery measures These initiatives collectively strengthen our organisational foundation, enhance employee engagement, and position us to deliver even better service to our members as we move forward Digital Transformation We are pleased to share the progress we have made in our digital transformation journey over the past year, aimed at creating a more agile, secure, and member-
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