As we celebrate the completion of 70 years of the institution, we express our heartfelt gratitude to our stakeholders and reaffirm our commitment to serving them with sincerity and sensitivity. Our constant endeavour is to build and sustain a future-ready institution, founded on the pillars of integrity, trust and resilience, that effectively plays its role in India’s transformational journey. Customer-centricity and fairness remain at the core of our approach, as we serve our customers and deliver propositions by deepening our coverage across ecosystems and micromarkets. We have sharpened our focus on capital and capacity allocation with strong emphasis on counterparty selection. We believe in simplifying banking and providing quality customer experience by enhancing delivery systems and leveraging digital capabilities. Our culture of ‘One Bank, One Team’ fosters collaboration to achieve long-term sustainable outcomes. Operational resilience is a key area of focus for the Bank, along with a deep understanding of risk and adherence to compliance standards.

Our deep belief in cultural and value anchors serves the foundation to steadily strengthen our franchise and deliver long-term sustainable outcomes. We have sharpened our focus on allocation of various organisational capital resources. We continue to empower our people and align the one team culture around the Customer-360° approach. The Bank continues to foster agile risk management in a constantly evolving financial landscape with a focus on return of capital and right counterparty selection. The framework of risk, compliance and governance continue to shape our culture of progressing prudently and responsibly, and building trust with stakeholders. During fiscal 2025, we further strengthened sustainability practices at the Bank through various initiatives, that eventually would converge to meet the objectives of carbon neutrality. We further enhanced the allocation towards corporate social responsibility, with efforts through the ICICI Foundation for Inclusive Growth benefitting an estimated 19 million individuals till fiscal 2025.

As customer expectations continue to evolve and the financial landscape becomes increasingly dynamic, we are focussed on building trust and deeper relationships across customer segments. We aspire to become the primary banker for our customers while consistently delivering value in line with our ‘Fair to Customer, Fair to Bank’ approach. The Bank has further strengthened its 360° customer-centric approach and enhanced service offerings with the enablement of upgraded customer relationship management capabilities. During the year, the Bank has launched DigiEase – a new digital onboarding platform for business banking customers, to provide seamless onboarding experience while enhancing capability for the organisation. The Bank has sharpened its focus on efficient utilisation and right allocation of capacity capital, aligned with ‘One Bank, One Team’ philosophy – enabling seamless collaboration across businesses and functions to serve customers holistically. We continue to invest our resources towards emerging trends and opportunities to keep the institution agile and future-ready.

Our delivery framework emphasises enhancing capacity for meaningful customer engagement and seamless delivery of Customer-360º propositions. Ongoing simplification initiatives are constantly improving our response and turnaround time across various touchpoints, enabling delivery of product and services faster and closer to customers in a convenient manner. Digital channels aligned with customer centricity enable business teams to effectively expand the reach and deepen customer connect across segments. We continue to strengthen our credit policies and focus on selection of quality counterparties by leveraging data analytics and public digital infrastructure. Our continuing investments in technology including computing infrastructure and AI capabilities are designed to drive operational effectiveness and seamless customer experience. The Bank has upgraded to a single enterprise level customer relationship management platform – iCRM, with holistic capabilities, enabling our teams to better understand and serve customers effectively. The Bank continues to focus on scalability, resilience and security across technology infrastructure and solutions.