#1BBVA Bancomer 2018 Annual Report Creating Opportunities#2Contents 02 Contents About this report 56 Environment: sustainable finances and environmental performance 03 Social, environmental and reputational risks Letter from the Chairman of the Board of Directors 05 Green bonds Letter from the Deputy Chairman of the Board of Directors and CEO Global Eco-Efficiency Plan 07 09 Group Profile Responsible Banking Our business model: "Wow experience!" Corporate governance Economic Impact Stakeholders and 34 materiality analysis Stakeholders Materiality analysis Pacto Mundial y ODS 66 Suppliers and responsible procurement 1223 11 Procurement model 12 24 30 70 Investment in the community Financial inclusion Social programs 35 The community 36 38 40 Responsible customer experience Experiencia Única (Unique Experience) 81 to employees Responsible commitment The BBVA Bancomer team 41 Training and talent development Digital transformation Benefits and allowances 48 Transparent, Clear and Responsible (TCR) Communication 52 Occupational health and safety Personal data protection 54 Diversity, inclusion and fairness 1 97 Reputation management 5569 57 Compliance system 98 Integrity program 98 60 Anti-money laundering / counter-terrorist financing 100 101 Appendices Prizes and awards 102 66 International commitments signed and connection with associations 103 GRI content index 104 Independent Assurance Report 110 Glossary 114 Equivalencias 115 71 75 76 FOR 90 94 2821 82 87 92 116 Consolidated Financial Statements BBVA Bancomer/2018 Annual Report#3Presentation of the the 2018 Annual a Report Transparency and commitment This is the twelfth annual report of BBVA Bancomer on the subject of sustainability and corporate responsibility. In 2008 it published its first Annual Sustainability Report based on the GRI methodology, and a year later in 2009 it conducted its first materiality and stakeholder analysis. In this report, the Bank hopes to share and explain its engagement with each of its stakeholders and to show how they can all contribute to forging a sustainable future.#4About this report GRI 102-46, 102-49, 102-50 and 102-54 The 2018 Annual Report sets out the initiatives, activities and results of Grupo Financiero BBVA Bancomer, S.A. de C.V. The information we report covers the period running from January 1 through to December 31, 2018. The information addresses economic, social and environmental issues in line with BBVA Bancomer's Responsible Banking strategy. The report is available for consultation on the BBVA Bancomer website (https://investors.bancomer.com/). The 2018 Annual Report was prepared in accordance with the following GRI reporting principles: Principles for defining report content Completeness Sustainability Context Coverage Unless otherwise stated, the Annual Report covers the following companies that make up Grupo Financiero BBVA Bancomer, S.A. de C.V.: • • BBVA Bancomer, S.A. Casa de Bolsa BBVA Bancomer, S.A. de C.V. BBVA Bancomer Servicios Administrativos, S.A. de C.V. BBVA Bancomer Operadora, S.A. de C.V. BBVA Bancomer Gestión, S.A. de C.V. Seguros BBVA Bancomer, S.A. de C.V. BBVA Bancomer Seguros Salud, S.A. de C.V. Pensiones BBVA Bancomer, S.A. de C.V. The information contained in this report addresses the material issues for the Bank and its stakeholders and the results reported herein allow readers to gauge the performance of BBVA Bancomer during 2018 in rela- tion to these issues. BBVA Bancomer devised its Responsible Banking strategy in response to the Sustainable Development Goals established by the United Nations and by identifying the areas in which it can generate the greatest positive impact. The sustainability landscape in which the Bank now operates is described in the letters from the Chairman of the Board and Deputy Chairman of the Board of BBVA Bancomer. The Bank regularly reports its understanding and performance on sustainability issues and conveys how it seeks to positively impact its value chain in the long run. Contents When compiling and consolidating the information for 2018 and targets for 2019 and following years, the Bank conducted interviews and polled the heads of each division and area in order to collect the most relevant data. The Investor Relations Department and the Corporate Responsibility and Reputation Department are tasked with preparing the Annual Report. Accuracy Balance Quality Reliability Comparability Timeliness Materiality The materiality matrix was updated in order to report on the most relevant issues for BBVA Bancomer and its stakeholders, thus strengthening communication and consolidating the Responsible Banking strategy. Standards used to draw up the report Global Reporting Initiative This is the eleventh Annual Report to follow the framework of the Global Reporting Initiative (GRI). This report has been drawn up in accordance with the Comprehensive option of the GRI Standards. Principles for defining report quality Principles for defining report content older Inclusiveness BBVA Bancomer has different means of interacting with stakeholders and has set up two-way communication channels so that it can listen to and understand their needs and interests. Since 2009, BBVA Bancomer has been moving closer to its stakeholders through a formal materiality matrix exercise, which we will explain in due course and which was last updated in 2018. 3 BBVA Bancomer/2018 Annual Report#5Integrated Reporting <IR> As a further show of BBVA Bancomer's commitment to continuously improving its reporting actions, it decided for the first time in 2018 to draw up this report under the Integrated Reporting guidelines. The Annual Report presents BBVA Bancomer's strategy under the name "Responsible Banking". This model seeks to create value in the short, medium and long run in social, environmental and economic aspects, generating sustainable growth for the organization and the communities in which it operates. BBVA Bancomer is strongly committed to the Sustainable Development Goals (SDGs) and to the 10 Principles enshrined in the United Nations Global Compact, presenting this Annual Report as an advanced Communication on Progress (COP). Sustainable Development Goals and Global Compact of the United Nations AA1000 Standards The AA1000 Standards of the Institute for Social and Ethical Accountability were used to ensure that the report upholds the principles of inclusiveness, materiality and responsiveness. The BBVA Bancomer 2018 Annual Report was independently audited by KPMG. It also relied on the GRI Content Index service, which is there to ensure that the GRI Content Index is in line with the GRI Standards. Independent assurance 4 0000#6Letter from the Chairman of the Board of Directors GRI 102-14 and 102-15 Dear shareholders, Being the leading bank in our country is no easy feat. We must stay on our toes year after year if our business is to remain successful and if we are to fulfill the responsibilities we have assumed with our customers and shareholders. We must also play our part in building a sustainable future that will allow us to overcome the new social, economic and environmental challenges in a timely and effective manner. Once again we faced a year of daunting challenges and major achievements in 2018; a year of change and of new realities for the country, for the financial system and for BBVA Bancomer. The banking system continued to expand: total lending within the system was up 9.3% at year- end, similar to the growth reported in 2017, although by credit components we saw a mixed bag of results. Household financing revealed a slight slowdown with respect to the previous year, in line with the lower growth in consumer lending (6.8% vs. 8.5% in 2017), albeit offset by greater growth in mortgage lending (9.9% vs. 8.4%). Portfolio delinquency remained low across both segments, at 4.4% and 2.6%, respectively. Last but not least, growth in lending to businesses and government bodies was on par with the previous year (9.9%), with an equally stable NPL portfolio rate of 1.3%. BBVA Bancomer increased its dynamism, growing at a rate of 7.9%, higher than in 2017 with 5.7%. BBVA Bancomer's own performance was particularly noteworthy, because while the system grew at the same rate as in the previous year, the Bank impressed by outperforming its own growth in 2017 (7.9% vs. 5.7%). Moreover, and unlike the wider system, BBVA Bancomer either maintained or improved its performance across all its credit components while reporting a reduction in non-performing loan ratios. 5#7BBVA Bancomer/2018 Annual Report A prime example of this was lending to households, which closed the year with growth of 6.4%, up on the 5.7% observed in 2017, and with an NPL ratio of 3.1%, an improvement on the 3.6% reported within the system. Lending to businesses and government bodies performed even better, climbing from 5.6% growth at the end of 2017 to 9.1% in 2018 and with an NPL portfolio rate of 1.2%. At BBVA Bancomer our risk assessment mechanisms are among the best in the world, allowing us to achieve these healthy growth rates in our loan portfolio. Our strong performance in 2018-all the more remarkable given the complicated political and economic backdrop both at home and abroad-will ultimately make the Bank more able to implement the changes that society and the economic environment will surely demand in the years to come. BBVA Bancomer has adopted a model of Responsible Banking, an innovative approach to attaining our purpose of "Bringing the age of opportunity to everyone". This is to be achieved through the following six pillars, all designed to responsibly manage the impact our activities have on society: enhancing the customer's unique experience, championing sustainable financing mechanisms, committing to programs that have a positive impact on the community (focusing on financial inclusion), improving reputation by strengthening relations with our stakeholders, generating a responsible commitment to our employees and embracing the strategy of different initiatives to cement our position as a leading company within the sector. BBVA Bancomer has adopted a model of Responsible Banking, an innovative approach to attaining our purpose of "Bringing the age of opportunity to everyone". We believe that banking plays an important role in promoting sustainable development and in combating climate change by mobilizing resources to provide innovative solutions that contribute to a greener and more efficient economy. One of the challenges we have set ourselves on a global scale is to mobilize 1 billion euros by 2025 to combat climate change and to help fulfil the Sustainable Development Goals of the United Nations. Meanwhile, BBVA has continued to implement its third Global Eco-efficiency Plan, which aims to make the Bank one of the world's most eco-friendly companies by 2020. Targets here include a 5% reduction in electricity consumption and an 8% reduction in CO2 emissions, as well as similar reductions in the consumption of water and paper and waste generation. Please be sure to learn more about BBVA's actions, our progress in 2018 and the targets set for 2019 as we all contribute towards the UN Sustainable Development Goals. In Mexico, where BBVA Bancomer has become a benchmark for its commitment to sustainability -adhering to the UN Global Compact in 2003 and earning the Socially Responsible Company Award on 18 separate occasions- in 2018 we successfully placed the first Green Bond to be issued by a private bank in Mexico, for a total of seven billion pesos. In 2018 we successfully placed the first Green Bond to be issued by a private bank in Mexico, for a total of 7 billion pesos. In the wake of the 2017 earthquakes, we embarked on a school reconstruction campaign alongside our allies, allowing us to deliver nine schools in 2018 to benefit a total of four thousand students. Looking ahead to 2019, our goal is to deliver 25 rebuilt schools, ultimately benefitting more than sixteen thousand pupils. BBVA Bancomer has channeled upwards of four billion, eight hundred million pesos into promoting education and culture within the country. Since 2002, the BBVA Bancomer Foundation has awarded 278,000 grants for secondary, high school and university students to support the development of young Mexican talent. Meanwhile, the BBVA Bancomer Financial Education program has been working for 10 years to help people better understand and use financial products and services to improve their quality of life. This takes the form of a completely free service, which in 2018 aided more than 30,000 people through face-to-face workshops; more than 20,000 beneficiaries of federal social programs that include financial education modules; more than 17,000 people via the social service available to young students through agreements with their universities; half a million children between the ages of four and 12 through recreational activities; and through the digitization strategy we integrated value propositions into 64 unique products such as apps and digital products. Last but not least, and as a further show of our tireless commitment to the country, I am proud to announce that from 2019 Bancomer will double its contribution to the BBVA Bancomer Foundation, which will allow us to make an even greater contribution to the country's inclusive development. Despite the prevailing uncertainty surrounding the global economy, growing competition across the financial markets and an increasingly demanding and participative society, I am convinced that the strengths that have made us the country's leading bank are the same strengths that will keep us at the top and allow us to climb even higher by increasing our value proposition across all segments, for the ultimate benefit of our customers, shareholders and the country. Sincerely yours, Jaime Serra Puche Chairman of the Board of Directors BBVA Bancomer Financial Group 6#8Letter from the Deputy Chairman of the Board of Directors and CEO GRI 102-14, 102-15 and 413-1 Business in 2018 We came up against many challenges in 2018, with both domestic and external events generating episodes of volatility within the country. Against this backdrop, Grupo Financiero BBVA Bancomer S.A. de C.V. (GFBB) showed just how committed it is to Mexico by fostering investment, job creation and the well-being of Mexican families and championing savings and credit. It achieved remarkable results, reporting significant growth across all lines of business. The outstanding loan portfolio ended the year with a balance in excess of 1.1 trillion pesos, up 85,000 million pesos on 2017 and outgrowing the entire market in the process. This effectively reaffirmed the Group's leadership by bringing its market share to 22.4%, according to public information released by the National Banking and Securities Commission (CNBV). Within this portfolio, financing to productive segments (Corporate, Companies and SMEs) reached 658,507 million pesos. Lending to businesses was the most dynamic component in the year, with annual growth of 10%. Lending to businesses was the most dynamic component in the year, with annual growth of 10%. Financing to individuals and households in Mexico, in the form of consumer loans (credit cards, personal, payroll, auto) and mortgage loans, climbed to 483,667 million pesos, up 7% on the previous year. Notably, a total of 32,000 mortgage loans were awarded in 2018, for a total amount of 40,000 million pesos, making it a record placement for the Bank. Lending growth has also been accompanied by sturdy risk quality indicators. The NPL ratio stood at 2.0% at year-end 2018 and the risk premium improved by falling from 3.2% in December 2017 to 2.9% in December 2018. Meanwhile, the coverage ratio ended the year at 137.0%. 7#9BBVA Bancomer/2018 Annual Report Customer funds managed by the Bank came to 1.6 trillion pesos, including demand deposits, term deposits, credit securities issued, global non-movement deposits account and assets managed in mutual funds. Fostering savings among the population is a key priority for BBVA Bancomer and this is shown by the growth reported in term deposits, which were up 11% on 2017. Meanwhile, assets managed in mutual funds ended 2018 in excess of 400,000 million pesos, maintaining BBVA Bancomer's status as one of the largest fund managers operating in the Mexican market with a share of 19%, according to data released by the Mexican Association of Stock Market Intermediaries (AMIB). Increased levels of lending and fund gathering activity allowed the Bank to report a financial margin of 132,650 million pesos, revealing annual growth of 8.2%. Level of investment was a particular highlight within the Bank's results, growing 10% on the previous year to climb past 5,000 million pesos. This investment was used mainly for technological renovation and upgrades and to maintain the largest infrastructure to be found within the banking system. However, GFBB has continued to grow its business activity while maintaining high levels of investment, making it most efficient institution operating within the Mexican financial system, with a cost-to-income ratio of 37.2%. GFBB maintains its position as the most efficient institution operating within the Mexican financial system, with a cost-to-income ratio of 37.2%. The product of this was net profit of 52,638 million pesos, which meant an annual variation of 15.4%. This result has been achieved with a solid capital base and a set of indicators comfortably clear of the minimum regulatory requirements (capitalization index of 15.3%). Aside from the excellent financial performance, 2018 was a year of major milestones in terms of the Group's strategy. For some years now, GFBB has made it a strategic priority to offer the best customer experience. In 2018, it continued to progress further along this path by making customer interaction with the bank more efficient across all points of contact. The customer service model was transformed at the Bank's branches, with priority given to advisory services; the voice portal and 'First Contact Solution' were implemented within the IVR to deal with charges and debits not recognized by customers; and the browsing experience was redesigned and new functionalities added to the self-direction facility (ATMs and Practicajas), such as the option to deposit checks. These changes in the physical range of products and services is enhanced and supplemented by an innovative range of digital products and services and the Group is now spearheading the digital transformation of the banking sector by literally putting the bank in the hands of its customers. More and more customers are relying on digital/mobile banking and all it has to offer. In 2018, GFBB's digital customers climbed to 7.2 million, 36% more than in 2017, while customers using the mobile banking service were up 49% on the previous year to reach 6.5 million. In 2018, GFBB's digital customers climbed to 7.2 million, 36% more than in previous year. Customers perceive these changes and once again they ranked the Bank as the leading institution, according to the Net Promoter Score (NPS). Meanwhile, the Bank has been working hard to increase its appeal to new customers and its efforts have paid off, because when it comes to payroll portability requests 64 out of every 100 payroll holders who decide to change banks choose GFBB. With these results, GFBB has cemented its leadership in one of the country's key sectors and has assumed, through a raft of concrete actions, a huge role in shaping Mexico's growth and development. Acting through the BBVA Bancomer Foundation, it views education as the best way to support Mexico; from 2002 to 2018 it awarded 278,000 grants for a grand total of 4,800 million pesos, helping some 108,000 beneficiaries complete their secondary, preparatory and university studies. In the wake of the 2017 earthquakes, the Bank rapidly joined the emergency response to support affected schools, providing seed capital of 180 million pesos and inviting GFBB's own ecosystem (customers, employees and allies) to join in, effectively raising the total amount to 350 million pesos. These funds will be used to build/renovate 25 schools, benefitting over 16,000 pupils by providing safer and better equipped facilities. Grupo Financiero BBVA Bancomer is convinced that there is still much to be done and that is why it has decided to raise its annual donation to the Foundation from 2019 onward, which will climb from 400 million pesos to 1 billion pesos a year, the aim being to enhance the grants and scholarship program and continue rehabilitating those schools in need of attention. This will allow the Foundation to generate a positive impact over the coming five years that is similar in scale to the impact it has managed to achieve over past 16 years. GFBB is seeking to become the country's main ally in making an inclusive Mexico; the best Mexico for everyone. Before I finish, I would like to thank the fantastic team of collaborators of the BBVA Bancomer Financial Group for all their hard work and dedication in helping to build this Bank. They really are what sets us apart from the crowd. Thanks also to our customers for their loyalty and trust. We will certainly continue in our tireless search to improve their experience. Last but not least, thanks to the members of our Board of Directors, who have brought their experience and sound judgment to bear to continue strengthening our Bank. 2018 was a great year, but I am sure that the best years are yet to come. BBVA Bancomer, Creating Opportunities Eduardo Osuna Osuna Deputy Chairman of the Board of Directors and CEO of BBVA Bancomer 8#10Group Profile il Driver of opportunities Grupo Financiero BBVA Bancomer (GFBB) is a subsidiary of Banco Bilbao Vizcaya Argentaria, one of the leading financial groups in Europe. GFBB is a private multi-purpose financial institution established under the laws of Mexico. It provides a wide variety of banking products and services, stock exchange brokerage, insurance, mutual fund management and other financial services.#11Group Profile GRI 102-1, 102-2, 102-5, 102-6, 102-7, 102-16 and 102-45 GFBB's main subsidiary is BBVA Bancomer, the leading bank in the Mexican financial sector in terms of assets, loan portfolio and deposits. BBVA Bancomer operates throughout the Mexican Republic. It serves its customers through an extensive branch network and other distribution channels such as ATMs, banking co- rrespondents, POS terminals, Internet, cell phones, etc. It also has specialized executives who offer outstanding personali- zed service to individual customers, businesses and govern- ment agencies. Calling, purpose and values Our calling BBVA Bancomer is the leading bank within the Mexican financial system. Our goal Our values Strategic priorities Building stronger customer relations. Helping our customers to reach the best financial decisions by providing relevant advice. Providing the best solutions that build trust: they must be clear, simple, transparent and fair. Providing an easy and convenient experience: autonomously (DIY), through digital channels or human interaction. Redefining our value proposition focused on our customers' real needs. "Bringing the age of opportunity to everyone", as summarized in the motto "Creating opportunities". We want to help our customers achieve their goals in life. We want to be more than just a bank and to become a vehicle for opportunities with a positive impact on the lives of people and on the business of companies. The customer comes first We think big We are one team The best customer experience $ Driving digital sales Becoming more efficient 10 10 New business methods Creating a first-class workforce Optimizing capital allocation Social responsibility BBVA Bancomer/2018 Annual Report#12Responsible Banking BBVA Bancomer, through its Responsible Banking strategy, is playing its part in responding to the sustainability challenges facing the financial sector on a global scale. Under the six Principles for Responsible Banking of the United Nations Environment Programme - Finance Initiative (UNEP/FI), BBVA Bancomer has developed six strategic pillars that will help the Bank plays its role in forging a sustainable future. Responsible customer experience Sustainable finance Investment in the community Managing reputation Responsible 7,000. A commitment to employees 01 02 03 04 05 手人 Strategy and recognition The Annual Report is structured around these six strategic pillars. Commitments of BBVA Bancomer 06 To our customers > Placing our customers at the center of our actions. > Generating better decisions and improving people's financial health through Transparent, Clear and Responsible Communication (TCR) and our financial prowess and expertise. > Developing products and services with a high social and environmental impact. > Fostering financial inclusion. Other commitments > With our investors. > With our employees. > Transparency. > With human rights. 0000 To our employees > Respecting diversity and fostering equal opportunities. > Promoting a healthy work-life balance. > Guaranteeing health and safety. > Championing a culture of social commitment. To society > Supporting the development of communities through social programs. > Defining and implementing a climate change and sustainable development strategy. > Taking part in initiatives that promote best practices. 1 Click here to find out more about the six Principles for Responsible Banking of the UNEP/FI: http://www.unepfi.org/banking/bankingprinciples/ 11 て ас E S N#13Our business model: "Wow experience!" Corporate Grupo Financiero BBVA Bancomer (GFBB) is a world-class group that offers a wide range of products and services, ranging from plain-vanilla loans to structured products with an international dimension. GFBB's main subsidiary is the Bank (BBVA Bancomer), a universal bank serving customers through its own unique approach and range of specialized products and services. The Bank is aware that much of its success as a financial institution is a product of customer satisfaction. That is why it is constantly changing in order to offer the best banking services in Mexico and maintain long-term relationships with customers. Middle-market and Government BBVA Bancomer's business model allows it to create opportunities and consolidate its leadership in Mexico. SMEs / Businesses 8 The business model is based on serving each customer segment in a special and customized way, through networks of specialized executives to be able to offer a high quality service. The model is also based on an efficient distribution network with an extensive coverage, which is key for providing easy and secure access to financial services. Lastly, it is a business model that is firmly committed to technology and major investments in transformation and innovation projects. This model has underpinned the recurrent nature of BBVA Bancomer's earnings and its strength through outstanding performance characterized by a clear philosophy of risk control with the aim of maintaining long-term profitability. Micro-businesses III As a result, BBVA Bancomer has consolidated its leadership in Mexico and is in an ideal position for Express future growth. 12 Insurance Private Banking Affluent Personal Banking BBVA Bancomer/2018 Annual Report#14Business Units BBVA Bancomer is a bank in constant transformation, focused every day on evolving and improving the customer experience and its range of products and services. One of the main lines of the business model is customer segmentation, enabling the Bank to tailor its services to each customer segment. The Business Units are structured as follows: Retail Network: serves all retail segments via the Group's branch network. Business Development includes the insurance business-which spans the entire Commercial Network- and has helped BBVA Bancomer remain at the forefront of the banking sector. Government and Business Banking: serves medium-sized companies, government bodies, housing developers and distributors in the automobile market. Corporate and Investment Banking (CIB) is the Group-wide business unit that brings together the wholesale businesses of the BBVA Group. This unit serves global customers such as institutional and large corporate investors, offering them a wide range of investment products. The unit also includes the Global Markets area, which together with the Brokerage House offers sophisticated products to individuals and businesses alike. Business Units benefit from the assistance of Staff Units, which enable recurrent business results and integrated management, while also generating synergies to fuel further growth. At year-end 2018, the Retail Network had 1,796 branches, offering services to over 17 million customers. BBVA Retail Network This department manages the entire Branch Network, which offers services to the individual segments, ranging from ultra-high net worth (UHNW) banking, pri- vate banking, high net worth banking, personal banking, and down to the normal banking and express segments. The branch network also serves micro and small companies. At the end of 2018, the Retail Network had 1,796 branches, offering service to over 17 customers (individuals). BBVA Bancomer has also redesigned the structure of its branches, with larger self-direction spaces, so as to improve the customer experience in the following ways: to improve flow within branches; to encourage the use of self-direction facilities for low-value transactions; increase productivity within branches so that our customers can use the new ATMs and practicajas and with a simple click obtain consumer loans or make cash deposits or payments. This not only drives sales, but ultimately provides customers with a better service. The result is shown in the Net Promoter Score, which puts us in the number one spot in the open market. 13#15Business Development This is the transversal area of the Branch Network, and has been designed to develop new businesses, technologies and channels to guarantee that BBVA Bancomer will continue to be the market leader, stay at the cutting edge, and be a model bank. The Insurance Business, which is an integral part of the loan portfolio sales circuit, has been placed within this division. One of the main objectives of this unit is to increase the value of the customer by building stronger engagement, which will also be reflected in greater customer loyalty. We believe that the best yardstick is the paycheck accounts. In terms of portability, BBVA Bancomer has realized that not only is it viewed positively by customers, but also that it has become an attractive bank for new customers. In 2018, 64% of the people who decided to change their paycheck from one bank to another did so to BBVA Bancomer, and, more importantly, 69% did so digitally. Our focus on digital channels has paid off, allowing us to drive sales; it has also been a great support in post-sales. We closed the year with 7.2 million digital customers, up 36% year on year, while mobile customers totaled 6.5 million at 31 December 2018, up 46% on 2017. Clients in the business segment are also an important source of deposits, as they mainly use savings and cash management products. BBVA Bancomer offers a broad range of products tailor made to meet customers' requirements in terms of cash management and collection solutions. Some of the most popular products are: the Integral Bancomer Treasury, which makes it easier and quicker for customers to carry out their financial transactions by installing high-tech software through our website, and Multipayments, a software which has optimized the collection process. At December 31, 2018, the corporate loan portfolio totaled 258,825 million pesos, accounting for roughly 39% of the total commercial loans portfolio. In 2018, 64% of the people who decided to change their paycheck from one bank to another chose BBVA Bancomer; as their new bank and 69% did so digitally. Government & Business Banking BBVA Bancomer offers services to the business segment through a network of 102 branches. At December 31, 2018, the corporate loan portfolio amounted to 258,825 million pesos, accounting for roughly 39% of the total commercial loans portfolio. We have managed to maintain the quality of this portfolio, and at December 31, 2018 the NPL ratio stood at 1.5%. Housing developers This segment largely covers the granting of bridge loans for construction pur- poses. At of December 31, 2018, the housing developer loan portfolio came to 17,453 million, revealing annual growth of 5.5%. In 2018, BBVA Bancomer granted loans to fund the construction of 22,379 housing projects. Consumer Finance The Consumer Finance unit, which was created exclusively to serve the auto segment and its life cycle, including loans for vehicle distribution and acqui- sition, is part of Wholesale and Investment Banking. Through this unit, BBVA Bancomer can also meet all the requirements and financial needs of auto dealers (agencies). In terms of end consumers, auto loans totaled 47,914 million pesos at year- end 2018, showing annual growth of 9.9%. During the year, a total of 124,643 auto loans were granted. 14 BBVA Bancomer/2018 Annual Report#16BBVA Bancomer/2018 Annual Report Government entities BBVA Bancomer has 31 specialized branches to serve this segment, offering specialized services and products to the Federal Government, the States and Municipalities of Mexico and all government bodies. The wide range of products for this segment includes paycheck services for government employees, checking accounts and tax collection services for States and municipalities. We also offer products such as "Multi Payments" and "CIE on line" for tax collection. At December 31, 2018, the government loan portfolio amounted to 80,928 million pesos, accounting for 12% of the total commercial loans portfolio. Corporate & Investment Banking BBVA Bancomer offers corporate and institutional customers loan products and services, mergers and acquisitions, market transactions (equity and fixed income), cash management, online banking and investment products. Lending to the Corporate Banking segment represents 20% of the total portfolio; and the segment accounts for 16% of banking deposits. BBVA Bancomer has a customer base of over 460 Groups made up of multinationals located in Mexico and institutional clients. Credit to this segment now represents 20% of the total portfolio; and the segment accounts for 16% of banking deposits. The unit works hard every day to ensure that clients receive the best possible service by developing new products tailored to their needs. By way of example, two of the products that BBVA Bancomer offers to this customer segment are: Bancomer Net Cash A secure and easily accessible global online banking solution that allows users to perform on-line bank transactions anywhere, anytime. Bancomer Web Trader A straightforward system which allows investors to carry out their own on-line trading transactions in real time. It also provides market information, analysis, news and technical tools, which can be customized, to help our customers to make their decisions. Global Markets The Global Markets unit, in conjunction with the Casa de Bolsa (Brokerage), offers more sophisticated products and services to both individuals and businesses, such as debt, capital placements and issues, and structured financing. BBVA Bancomer has topped the SHCP and Banco de México Market Makers ranking since July of 2012. As a market maker, BBVA Bancomer is committed to playing an active role in the fixed rate government securities market; and also bids at competitive prices in primary auctions for these securities, listing buy and sell prices on the secondary market to provide liquidity at competitive prices for our customers and the foreign exchange market. BBVA Bancomer relies on its Global Markets area to provide clients with services related to origination, structuring, distribution and risk management of market products. $ Interest rates and foreign currency (FX): Bancomer is a leader within the interest rates and FX markets. We offer 24- hour service in all major currencies, both spot and derivatives, in emerging markets, the Americas, Europe and Asia. In FX, BBVA Bancomer ranks first, with 25% of the business among domestic counterparties, in a market that generates about 3.1 trillion dollars each year. It also comes top when it comes to international counterparties, in a market that reported 3.8 trillion dollars in trade in 2018 alone, with a market share of 21%. Equity: Primary and secondary placements, derivatives and structured products-where the return or yield may be pegged to stock markets or stock prices-private placements, portfolio trading and block transactions. Credit: Integrated servicers for the sale, intermediation, analysis and origination to issuers in the main international currencies, in cash and derivatives. 15#17Staff Units The Business Units have been able to attain all their potential and achieve positive performances due to constant assistance from the Support Units, which allow them to maintain recurrent business results and integral management, providing synergies that fuel further growth. Internal Audit This area is responsible for maintaining integrity, which is our distinguishing feature as a financial institution, with continuous support in Internal Control matters. This business unit continuously carries out monitoring, follow-up and prevention activities to ensure an adequate business performance in terms of customer processes and internal procedures. The Support Units aid the Business Units in performing to their potential and reporting sustainable business results and integrated management, on the path to continuous growth. Legal Services In 2018, the Legal Services area provided support in order to maintain transpa- rency and guarantee that the constant changes in banking regulations are clearly understood and strictly complied with. It also acts as the point of contact for custo- mers' complaints and demands to the bank so that both parties can have the best options and be mutually satisfied. Finance EThis area is responsible for various functions, such as monitoring the institution's financial performance, relations with investors, analysts and shareholders, cost control, capital management and liquidity, and many more. At BBVA Bancomer we have kept our capital ratios above the minimum levels required by Mexican laws, and have also maintained comfortable liquidity levels to drive growth. Our total capital ratio stood at 15.3% at year-end, while the CCL (Local LCR) (the new short- term liquidity indicator implemented through the new Basel III requirements) was 145.90%. The bank also achieved a rock-solid income statement in 2018 based on recurrent revenue, cost control and adequate risk management. 16#18Risks Our healthy and stable credit quality indicators are the result of adequate risk management. BBVA Bancomer is famed for being a cautious bank, which has a forward-looking approach to risks. This can be seen in the improvement to the NPL ratio, which shed 11 basis points (bps) to fall from 2.1% in December 2017 to 2.0% in December 2018. Meanwhile, the risk premium has improved from 3.2% in De- cember 2017 to 2.9% in December of this year. The coverage ratio came to 137.0% at year-end 2018. During the same year, more than 30 Unique Experience models were implemented across different areas and departments of the Bank, resulting in greater levels of engagement among collaborators and generating extraordinary services that provide better brand perception and more satisfied customers; making BBVA Bancomer a leader when it comes to customer service. The Bank ranked first on the Net Promoter Score index, which is used to gauge customer satisfaction. Our Unique Experience mission entails: Engineering The Engineering area provides support in the systems and technological platfor- ms for all the bank's operations, which form part of customer services. It plays a key role in maintaining BBVA Bancomer's position as the leader in Digital Banking in Mexico. We ended the year with 7.2 million digital customers, 36% more than the previous year, while mobile customers rose 46% over the year to reach 6.5 million customers. Placing the client at the heart of everything the Bank does. Setting a new standard for the Customer Experience and Employee Experience. Being a core element of the constant transformation at BBVA Bancomer. 01 02 03 BBVA Talent & Culture BBVA Bancomer's exceptional results are only possible because of its magnificent team of skilled and motivated employees. In the Talent and Culture area, we are always on the lookout to try and draw, develop and retain employees. Our corporate culture is based on values and on a total balance between professional and personal development. These achievements have also generated extraordinary quality of life and an excellent work environment. In 2017, we changed our metric to measure employee feedback and started to use Gallup survey instead of Great Place to Work. Meanwhile, BBVA Bancomer received for the second year the Wellness Award 2018 from WWPC, for its continuing efforts to improve health and well-being. This year, it climbed further up the table when compared with its standing in 2017. BBVA Bancomer has its sights permanently set on transformation, to create the best opportunities on the market. Experiencia Única (Unique Experience) Satisfying the needs of customers is an essential pillar in the ongoing evolution of BBVA Bancomer. In a bid to align customers' needs with the Group's own values, the Unique Experience area was turned into a general department in 2018 to help make the new transformation of the Customer Experience a reality. Unique Experience means achieving excellent customer service and constantly exceeding their expectations. This is how BBVA Bancomer partners and employees develop products and services, which enable the customer experience: We are the Unique Experience and we make it what it is. 17 BBVA Bancomer/2018 Annual Report#19Management Structure GRI 102-18 Management Committee Composition of the Board of Directors Business Head of Business and Government Banking Gabriel Ramírez Landa Deputy Chairman of the Board of Directors and CEO Eduardo Osuna Osuna Chief Financial Officer Luis Ignacio de la Luz Dávalos Chairman of the Board of Directors Jaime Serra Puche Staff Chief Audit Executive Natalia Ortega Gómez 1. Andrés Alejandro Aymes Blanchet* 2. Alberto Bailleres González 3. Fernando Gerardo Chico Pardo 4. Arturo Manuel Fernández Pérez* 5. Eduardo Javier Garza Fernández 6. Armando Garza Sada 7. José Francisco Gil Díaz* 8. Francisco González Rodríguez 9. Ricardo Guajardo Touché* 10. Fernando Gutiérrez Junquera 11. Eduardo Osuna Osuna (Deputy Chairman and CEO) 12. Alejandro Ramírez Magaña 13. Vicente María Rodero Rodero 14. Jorge Sáenz-Azcunaga Carranza 15. Carlos Salazar Lomelín* 16. Jaime Serra Puche* (Chairman) 17. Carlos Torres Vila *Independent directors Head of the Commercial Banking Network Guillermo Estrada Attolini Head of Legal Services and Secretary to the Board of Directors Eugenio Bernal Caso Head of Risks for Mexico Blanca Cecilia Muñoz Martínez Secretary: Eugenio Bernal Caso Deputy secretary: Alfredo Aguirre Cárdenas Statutory examiner: José Manuel Canal Hernando Alternate examiner: Alejandro de Alba Mora Board membership at December 31, 2018. Head of CIB and Global Markets for Mexico Álvaro Vaqueiro Ussel Head of Engineering and HOD, MX Francisco Xavier Leyva Rubio Head of Talent and Culture Fernando Eguiluz Lozano Head of Business Development for Mexico Hugo Daniel Nájera Alva Head of the Unique Experience Óscar Enrique Coppel Tirado Chief of Staff Joe Naffah Mahuad 18 BBVA Bancomer/2018 Annual Report#20Corporate Structure At December 31, 2018. BBVA Bancomer, S.A. 99.99% Casa de Bolsa BBVA Bancomer, S.A. de C.V. 99.99% BBVA Bancomer Servicios Administrativos, S.A. de C.V. 99.99% BBVA Bancomer Operadora, S.A. de C.V. 99.99% BBVA Bancomer Gestión, S.A. de C.V. 99.99% Seguros BBVA Bancomer, S.A. de C.V. 99.99% BBVA Bancomer Seguros Salud, S.A. de C.V. 83.50% Pensiones BBVA Bancomer, S.A. de C.V. 51.00% 19#21History 1932 Bancomer is founded in Mexico City under the name Banco de Comercio. 2017 1997 Privatization of the banking sector. The Bancomer Financial Group (GFB) is formed and regains control of Bancomer. 1996 Afore Bancomer and Seguros Bancomer are created. The Mexican government nationalizes the banking sector, including Bancomer. The money transfer business, known as Bancomer Transfer Services, is created. 1982 Sale of subsidiaries of Bancomer USA. 1995 2013 Pensiones Bancomer is created. 1997 2009 BBVA Bancomer (the acquirer) and BBVA Servicios (the target) merge. Hipotecaria Nacional, BETESE and Desitel are merged with the Bank. 2016 Subsidiary company Afore BBVA Bancomer is sold to Afore XXI Banorte. GFBB consolidates its shareholding in Seguros BBVA Bancomer by reaching a stake of 99.99%. Banco Bilbao Vizcaya Argentaria, S.A. reaches an agreement with Afore XXI Banorte, S.A. de C.V. to sell shares in Afore BBVA Bancomer, S.A. de C.V. 20 20 2012 2000 BBVA capitalizes Bancomer with USD 1.40 billion, thus creating Grupo Financiero BBVA Bancomer (GFBB). GFBB acquires Banca Promex and consolidates its position as the largest financial institution in Mexico. GFBB becomes the subsidiary controlling company of BBVA. 2002 2004 Following the deal, BBVA achieves total ownership of 98.88%. GFBB acquires Hipotecaria Nacional, an important mortgage institution, which on joining the Bancomer mortgage network becomes the Banca Hipotecaria arm (Mortgage Banking), comprising 120 specialized branches. 2005 BBVA Bancomer/2018 Annual Report#22Leadership Infrastructure Commercial activity 1st place Participation BBVA Branches BBVA ATMs 14.3% 23.6% 22.6% Mutual Funds 2nd place $ 25.8% Demand deposits 26.1% POS terminals Sources: CNBV, AMIB. CNBV information: Bank with sofom. Mutual funds: assets managed at investment firms without duplication. Information at December 2018. 21.6% Total Assets 1st place BBVA 22.4% Performing Loans 22.4% 25.7% Customer deposits Mortgages 21 27.5% BBVA Consumer + Credit Cards 34.6% Auto BBVA Bancomer/2018 Annual Report#23Responsible Banking First place on the list of most socially responsible companies in Mexico in 2018, according to news magazine Expansión. BBVA Bancomer More than 5 billion pesos invested in projects that uphold the Equator Principles. Reduction of nearly 28,000 tons of CO, equivalent, thanks to the use of clean energies in 2018. Institutional campaign: #hazlocorrecto (#dotherightthing) 15% reduction in the number of claims and grievances. 32,546 participants received training in Anti-Money Laundering Responsible Customer Experience Sustainable finance Investment in the community Managing reputation Responsible commitment to employees 18 years of being a Socially Responsible Company (SRC). Since 2002, the Bank has awarded grants worth over 4.8 million pesos. Lowering the average claim resolution time to eight days. BBVA Bancomer remained Mexico's number one bank for customer satisfaction. BBVA Bancomer is the first bank in Mexico to embrace Al through WhatsApp. 231 million pesos invested in employee training. 1,890,425 training hours delivered to employees. Green bond issue worth 7 billion pesos. 9,900 trees planted in eight states across the country. 22 17 volunteering actions carried out across Mexico. E#24Presence GRI 102-4, 102-6 and 102-7 Total Total States branches ATMs Aguascalientes 20 161 19.7 million Baja California 59 424 Customers Baja California Sur 21 138 Campeche 13 113 Chiapas 36 252 Chihuahua 62 443 Mexico City 286 2,027 Coahuila 39 359 Colima 13 74 Durango 20 145 State of Mexico 178 1,382 Guanajuato 85 495 Guerrero 36 208 Hidalgo 34 245 Jalisco 196 1,062 Michoacán 87 475 Morelos 29 182 Nayarit 22 140 Nuevo León 101 641 Oaxaca 25 192 Puebla 67 440 Querétaro 31 248 Quintana Roo $1,142,173 BBVA 26 249 Performing Loans San Luis Potosí 32 190 Sinaloa 39 258 Sonora 51 380 Tabasco 33 227 Tamaulipas 47 344 Tlaxcala 11 87 Veracruz 83 589 Yucatán 27 177 $1,195,889 Traditional Deposits Zacatecas 23 130 Total 1,832 12,610 Agencies 1 Total - Bank 1,833 23 23 BBVA 1,833 Branches 7.2 million Digital Customers 12,610 ATMs $2,267,466 Assets BBVA ***** 266,306 Point-of-sale Terminals BBVA 6.5 million Mobile Customers 34,032 Banking Correspondents Figures in thousands of pesos. Grupo Financiero BBVA Bancomer. Figures at December 2018. BBVA Bancomer/2018 Annual Report#25Corporate governance GRI 102-18, 102-19, 102-20, 102-21, 102-22, 102-23, 102-24, 102-26, 102-28, 102-29, 102-30, 102-31, 102-35 and 102-36 The corporate governance system of BBVA Bancomer, S.A., Institución de Banca Múltiple, BBVA Bancomer Financial Group, serves as the linchpin to its corporate integrity and the organization's ethical and efficient functioning. It comprises a set of principles, standards and elements that regulate and frame relations between the company, the Bank's management, shareholders and other stakeholders. The governance system is rooted into the following principles, in accordance with the Corporate Governance System of BBVA: 1. A suitable composition and structuring of governance bodies. 2. A clear distribution of functions between the Board of Directors and its committees, and between these and Senior Management. 3. A solid decision-making process and a robust reporting model. 4. Complete monitoring, oversight and control of the Bank's management. The Board of Directors is the body entrusted with overseeing the institution. Its members are designated at the Annual General Meeting of Shareholders. The Annual General Meeting is entrusted with assessing the Board's performance by approving the Board's Annual Report and financial statements, as well as ratifying each director's membership of the Board. The Board is responsible for approving objectives, guidelines and policies with regard to the origination and management of lending activity, all of which must be coherent and compatible with, as well as complementary to, those established for Integrated Risk Management. The Board delegates authority to committees and, if applicable, to officers of the institution to design the aforementioned objectives, guidelines and policies. The Board hears and, as the case may be, approves a report from the Audit Committee on the objectives of the Internal Control System and guidelines for its implementation. Composition of the Board of Directors The Annual General Meeting of Shareholders of BBVA Bancomer is the governance body authorized to designate the individuals who are to sit on the Bank's Board of Directors. Meanwhile, Board members are authorized, in accordance with applicable law and the Bylaws of BBVA Bancomer, to designate the individuals who are to sit on its various committees. The process for selecting and appointing members of the Board of Directors is set out in applicable law and in the bylaws of BBVA Bancomer. 24#26Profile of Proprietary Directors Jaime Serra Puche* Age: 68 Chairman Length of service on the Board: 11 years. Founding Partner and Director of SAI Consultores, S.C. PhD in Economics from Yale University Carlos Vicente Salazar Lomelin* Age: 67 Length of service on the Board: 13 years. • • Independent consultant Chairman of the Mexico Business Coordinating Council (CCE) MBA from the ITESM business school, post- graduate studies from the IPADE business school and from various foreign institutions Eduardo Osuna Osuna Deputy Chairman Age: 49 Length of service on the Board: 3 years. Managing Director of Grupo Financiero BBVA Bancomer, S.A. de C.V. MBA from the IPADE Business School Alberto Bailleres González Age: 87 Length of service on the Board: 27 years. Executive Group Chairman and Chairman of the Board of Directors • • Degree in Economics from the ITAM Business School Francisco González Rodríguez Age: 75 Length of service on the Board: 18 years. • Independent consultant CEO of Banco Bilbao Vizcaya Argentaria, S.A. PhD in Economic Sciences from the Complutense University of Madrid Ricardo Guajardo Touché* Age: 70 Length of service on the Board: 27 years. Independent consultant • MBA from the University of California, Berkeley Carlos Torres Vila Age: 52 Vizcaya Argentaria, S.A. Length of service on the Board: 2 years. Master's Degree in Business Administration from the MIT • Group Executive Chairman of Banco Bilbao Vicente María Rodero Rodero Edad: 61 Length of service on the Board: 6 years. • Independent consultant Qualified Industrial Engineer from the Superior Technical School of Industrial Engineering of Bilbao 25 25 Jorge Saenz- Azcunaga Carranza Age: 48 Length of service on the Board: 2 years. • Country Monitoring at Banco Bilbao Vizcaya Argentaria, S.A. Degree in Economic and Business Sciences from the University of Deusto Board membership at December 31, 2018 *Independent directors BBVA Bancomer/2018 Annual Report#27Alternate Directors Andrés Alejandro Aymes Blanchet* Age: 78 Length of service on the Board: 18 years. Independent Consultant • •Founding Partner of Aymes y Asociados MBA from the IPADE business school Eduardo Javier Garza Fernández Age: 70 Length of service on the Board: less than 1 year. Chairman of the Board of Directors of the • Frisa Group Civil Engineer at the Monterrey Institute of Technology and Higher Education Fernando Gerardo Chico Pardo Age: 66 Length of service on the Board: 9 years. Chairman and Managing Director of PROMECAP, S.C. MBA from the Northwestern University in Chicago Armando Garza Sada Age: 61 Length of service on the Board: less than 1 year. Chairman of the Alfa Group and Nemak • • MBA from Stanford University Arturo Manuel Fernández Pérez* Age: 65 Fernando Gutiérrez Junquera Length of service on the Board: 24 years. Chancellor of Instituto Tecnológico • Autónomo de México PhD in Economics from Chicago University Alejandro Ramírez Magaña Age: 48 Length of service on the Board: 5 years. • • • Managing Director of Cinépolis de México, S.A. de C.V. Master's Degrees in Business, in Economic Development and in Business Administration from Harvard and Oxford Age: 62 Length of service on the Board: 5 years. • Independent consultant Doctor in Economic and Business Sciences from the Complutense University of Madrid José Francisco Gil Age: 75 Length of service on the Board: 8 years. Díaz* • • • Chairman of the Avanzia Group PhD in Economics from Chicago University 26 Board membership at December 31, 2018 *Independent directors BBVA Bancomer/2018 Annual Report#28Board meetings The Board meets at least once a quarter and also whenever convened by the Chairman or by the Secretary or Deputy Secretary, or by at least one quarter of Board members, or by one of the Bank's examiners. For a meeting to be legally convened, at least 51% of Board members must be in attendance, one of whom must be independent. The Board of Directors of BBVA Bancomer met on five occasions in 2018, on the following dates: Corporate governance structure at BBVA Bancomer, S.A. Board of Directors January April July September December 24 26 19 25 11 Remuneration As remuneration for the performance of their duties and for attending each meeting of the Board of Directors of BBVA Bancomer, the Company's directors receive an amount equivalent to the price of two 50 peso gold bullion coins (known as Centenarios) multiplied by 1.53846. 0000 27 27 9 Full Members Delegate bodies 8 Alternate Directors Audit Committee Risk Committee Executive Committee Related Party Transactions Committee Senior management BBVA Bancomer/2018 Annual Report#29Senior management corporate responsibility and reputation monitoring sessions Regional boards The CEO is directly involved in assessing and monitoring progress and strategies under the corporate responsibility initiatives and reputation activities in place both within and outside the Bank. These assessments conducted by senior management and the Chairman's Office help Grupo Financiero BBVA Bancomer identify and manage any economic, environmental and social risks that may emerge. Some of the projects and activities to have been reviewed in 2018 were as follows: • • • BBVA Momentum Project Reforestation programs Corporate volunteer work/community service Urban improvement More information can be found in the Investment in the community chapter of this Annual Report. Since their inception, the Regional Boards have been one of the main pillars underpinning the development of the BBVA Bancomer Financial Group. This is because they comprise businessmen of strong moral fiber and with leadership qualities in each region, who are charged with actively promoting the Bank's interests over time. 28 Metropolitan area Toluca Metropolitana North-east Tamaulipas La Laguna Nuevo León Bajío Guanajuato Aguascalientes San Luis Potosí Querétaro Hidalgo North-east Baja California Chihuahua Ciudad Juárez Sinaloa Sonora West South Colima Morelos Jalisco Puebla South-east Chiapas Peninsular Guerrero Michoacán Nayarit Oaxaca Veracruz Quintana Roo Tabasco BBVA Bancomer/2018 Annual Report#30One of the main purposes of the Regional Boards is to serve as forums for: • • Feedback on banking activity and service levels. Business referencing. •Providing a link for BBVA Bancomer officials with the community and local authorities. . Feedback on local business culture. Providing a link to and actively working with BBVA Bancomer Foundation. Likewise, each board is structured as follows: They comprise a minimum of 10 members and a maximum of 25, depending on the size of the region. The Secretary or Coordinator of the Board is the BBVA Bancomer official designated to coordinate the Board for each region. The Honorary title will only be granted to chairmen and vice-chairmen when they turn 70 years of age. 578 regional board members in total. Composition of regional committees, by gender 95% 5% Calendar of regional board members - 2018 Meetings of chairmen • ⚫ February 1 ⚫ May 2 ⚫ September 5 Local board meetings • • From February 6 to March 9 From September 10 to October 12 B Women B Men Regional board meetings • South • South-east • North-east Metropolitan area Bajío West 29 29 BBVA Bancomer/2018 Annual Report#31Economic Impact GRI 103-1, 103-2, 103-3 and 201-1 BBVA Bancomer Financial Group is a key driver of Mexico's economic development. For many years GFBB has demonstrated its commitment to supporting Mexican savers, by building customer deposits in a secure and efficient manner and driving their growth, while ensuring that their savings are subject to appropriate oversight. The Bank also offers personalized financing options and solutions to individuals and businesses that seek different forms of funding. This section contains figures that demonstrate the recurrent nature of BBVA Bancomer's results and the Bank's robustness. This has been guaranteed via outstanding performance, shaped by a well-established philosophy of risk control and sustained long-term profitability. GFBB recognizes the importance of providing access to financial services. Which is why underlying these financial results is a strategy based on the use of digital channels to furnish people with financial products and services that are specially designed to create opportunities and support the well-being of the population. GFBB helps people make optimal financial decisions and thus generate a positive impact on society. It aims to become a tool that can be harnessed to achieve goals, so people no longer view us as just a bank. GFBB helps people make optimal financial decisions and thus generate a positive impact on society. Analysis and Discussion of Business Development Grupo Financiero BBVA Bancomer, key balances in millions of pesos. Trend in Commercial Activity At the end of December 2018, performing loans amounted to 1,142,173 million pesos, revealing annual growth of 8.0%. This positive development has not only allowed BBVA Bancomer to ground its status as a market leader with a share of 22% at the end of December 2018, but also-according to public information released by the National Banking and Securities Commission (CNBV)- it allowed the bank to report the largest increase in the loan portfolio over the last twelve months. Performing Loans B 2018 B 2017 Source: GFBB financial statements. 1,142 1,058 +8.0% (billion pesos and annual change %) Commercial credit was up 8.9% in the year to reach 658,507 million pesos. Commercial and industrial loans posted the strongest performance within this portfolio (these include lending to corporations, medium-sized enterprises, real estate developers and SMEs), with an increase of 10.1% over the last twelve months. Commercial loans* B 2018 B 2017 *Includes bridge loans. Source: GFBB financial statements. +8.9% 659 605 (billion pesos and annual change %) Re 30 BBVA Bancomer/2018 Annual Report#32Additional revenues were recorded at the year-end linked to extraordinary payments, such as bonus earnings. This is reflected in the performance of the consumer lending and credit card portfolio, which was up 6.1% in the year to reach 275,090 million pesos. The largest growth in this portfolio came from consumer finance, which includes payroll, personal and auto loans, to close the year with a balance of 167,997 million pesos, 9.0% higher than the previous year. The credit card portfolio amounted to 107,093 million pesos at year-end 2018, up 1.7% year-on-year. Consumer Loans + Credit Cards B 2018 B 2017 Source: GFBB financial statements. 275 259 +6.1% (billion pesos and annual change %) Mortgages were up 7.6% at the end of December 2018, totaling 208,577 million pesos. BBVA Bancomer is still the leading bank in mortgage loans; according to the CNBV it grants one out of every four new mortgages in the private sector. Bank deposits (demand and time) rose 3.3% over the year. If we include issued credit securities and the global non-movement deposits account, traditional deposits climbed to 1,195,889 million pesos, revealing an annual increase of 3.2%. Demand deposits were up 3.5% in the year to close December 2018 at 864,477 million pesos. Meanwhile, public time deposits reported growth of 11.4% compared to the end of December 2017, allowing BBVA Bancomer to maintain a profitable funding mix, with a greater relative weight of demand deposits. Assets managed in mutual funds stood at 400,342 million pesos at the end of December 2018, up 3.0% in the year. Thus, BBVA Bancomer Gestión, S.A. de C.V., Sociedad Operadora de Fondos de Inversión, BBVA Bancomer Financial Group remains one of the largest mutual fund managers operating within the market, with a market share of 19% according to information released by the Mexican Association of Stock Market Intermediaries as (AMIB) at December 2018. Meanwhile, total deposits amounted to 1.6 trillion pesos, equivalent to annual growth of 3.2%. Bank deposits (demand + time*) B 2018 B 2017 * Public term deposits in general. Source: GFBB financial statements. 1,082 1,030 +5.0% (billion pesos and annual change %) 31 00$1 008#33Earnings Net interest income totaled 132,650 million pesos in 2018, equivalent to annual growth of 8.2%. This growth was driven by higher volumes of loans and deposits. Loan-loss provisions were down 2.7% due to the healthy performance of the loan portfolio. As a result, net interest income adjusted for credit risks was 100,340 million pesos in December 2018, up 12.2% on the figure reported a year earlier. This performance has seen GFBB maintain high profitability indicators, with a net interest margin (NIM) of 6.0% at December 2018, while the NIM adjusted for credit risk stood at 4.9%. Fees and commissions saw an annual increase of 8.8%, totaling 27,010 million pesos at the end of December 2018. The outperformers were fees and commissions from management, and trading volume of mutual funds, followed by banking fees. Credit and debit card fees were up 6% year on year, following an increase in the number of transactions carried out with these products. However, proper management of income allows GFBB to position itself as one of the most efficient institutions in the financial system, with an efficiency ratio - measured as an expense-to-income ratio of 37.2% at the end of December 2018. - Net profit totaled 52,638 million pesos at year-end 2018, up 15.4% (+7,035 million pesos). Net Profit B 2018 B 52,638 45,603 +15.4% (billion pesos and annual change %) Net interest income B 2018 2017 Source: GFBB financial statements. This performance has seen GFBB maintain high profitability indicators at December 2018. 2017 Source: GFBB financial statements. Ratios (%) Return on Equity (ROE) Net Interest Margin (NIM) Cost-to-Income Ratio NPL Ratio GFBB Market* 25.4 16.1 6.0 5.1 37.2 49.8 2.0 2.1 * Market comprising five groups at December 2018 (Citibanamex, Santander, Banorte, HSBC and Scotiabank). Source: Financial Groups Quarterly Report. 133 +8.2% Key information 123 (billion pesos and annual change %) General multiple banking indicators in Mexico Trading income was down 15.7% in the year compared to December 2018, impacted by trading in financial derivative instruments and due to the result of investments in securities for sale. Other income (expense) from transactions compared favorably with December 2017, mainly due to the capital gain obtained from the sale of a real estate asset in the second quarter of 2018. Expenses were up 6.5% in the year, largely because of a higher wage cost following the inflation adjustment made to staff salaries. Meanwhile, continuous investment activity helped generate a stronger banking infrastructure. At the end of December 2018, BBVA Bancomer had a total of 1,833 branches and 12,610 ATMs to serve its entire customer base. Total multiple banking institutions Branches Million pesos Dec-16 Dec-17 Dec-18 47 Employees Total banking assets (million pesos) Constant GDP (million pesos) % of GDP 12,522 230,319 8,667,759 18,476,233 46.9% 48 12,744 240,667 9,023,185 18,749,848 48.1% 50 12,755 254,880 9,566,513 18,389,170 52.0% Aggregate gross banking portfolio (million pesos) 4,339,096 4,745,891 5,185,153 % of GDP Traditional deposits (million pesos) 23.5% 4,526,559 25.3% 5,005,013 28.2% 5,367,203 32 Source: CNBV, Bank of Mexico. BBVA Bancomer/2018 Annual Report#34Importance of BBVA Bancomer Financial Group to the Mexican economy Total assets (million pesos) Share of total assets Traditional deposits (million pesos) Dec-16 Dec-17 2,075,106 23.9% 1,031,407 49.7% 2,168,837 24.0% 1,158,700 Dec-18 2,267,466 23.7% 53.4% 1,195,889 52.7% Traditional deposits / Total assets Traditional deposits: demand, term, credit instruments issued and global non-movement deposits account. Source: BBVA Bancomer Financial Group. Breakdown of Economic Value Added (EVA) by stakeholder Dec-16 Dec-17 Dec-18 313 Personnel expenses 21,201 22,080 23,835 Interest expenses 34,633 54,361 64,745 Administration and operating expenses 15,622 16,078 16,983 Taxes 13,572 16,568 20,243 Contribution to the community: 85,028 109,087 125,806 funds allocated Economic value generated and distributed Dec-16 Dec-17 Dec-18 Economic value generated 141,841 154,775 167,523 Net interest income 113,335 122,627 132,650 Net fees and commissions 22,666 24,826 27,010 Other ordinary income (1) 5,840 7,322 7,863 Economic value distributed (EVD) 88,399 104,883 109,537 Dividend 23,531 34,586 31,922 General and administrative 30,095 31,649 33,537 expenses (2) Taxes 13,572 16,568 20,243 Personnel expenses 21,201 22,080 23,835 Economic Value Retained 53,442 49,892 57,986 Preventive estimates for credit risk 32,434 33,207 32,310 Reserves 21,008 16,685 25,676 Source: BBVA Bancomer Financial Group. 33 BAHEBOHL#35Stakeholders and materiality analysis SIS- Contribution to development BBVA Bancomer has covered all material economic, ambientales y sociales, environmental and social issues in this Annual Report, all of which have been identified on the basis of those aspects considered key to the Bank and its stakeholders. The actions of these stakeholders may also affect the Bank's ability to successfully implement its strategies and achieve its objectives.#36Stakeholders and channels of dialog GRI 102-40, 102-41, 102-42, 102-43, 102-44 and 102-47 Stakeholders BBVA Bancomer has identified its stakeholders in accordance with the AA1000 Stakeholder Engagement Standard(2): Inclusiveness Materiality Responsiveness BBVA Bancomer works constantly with the following stakeholders: Stakeholder sto 0000 Dialog channel Annual General Meeting Shareholders Annual report Quarterly Financial Information Area responsible Investor information (https://www.bancomer. com/nuestrom/informacion- inversionistas.jsp) Frequency Wholesale and Investment Business Development Daily Commercial Network Weekly Monthly Quarterly • Talent & Culture • Corporate responsibility and reputation Annual Every two years Purchasing Periodic Customers Employees Suppliers Regulators Branches I Línea Bancomer (https://www.bancomer.com/personas/linea-bancomer.jsp) I Website (www.bancomer.com) Press channels (newspapers, magazines, flyers, direct mails, TV and radio, and others) Satisfaction survey ■Social media Opinion studies I We are BBVA Bancomer I Email (employee whistle-blower channel) Work Climate Survey Internal reputation study I Adquira website (www.suppliers.bbva.com) I Grievances and suggestions mailbox ([email protected]) E-mail address Satisfaction survey Committees TD Support Meetings Messages Banking • Risks Company BBVA Bancomer Foundation website www.fundacionbbvabancomer.org Social media Opinion studies 35 55 • Talent & Culture Corporate responsibility and reputation Compliance BBVA Bancomer Foundation Quality Corporate responsibility and reputation 2 See glosary. For further information on the stakeholder selection process, please see Bancomer's Annual Report for 2009 and the 2010 Annual Report. BBVA Bancomer/2018 Annual Report#37Materiality Materiality is a tool that helps prioritize and facilitate decision-making, focusing on relevant topics to improve and identify useful information for the business and its stakeholders. As part of the continuous improvement process, BBVA Bancomer is constantly seeking to update materiality. Time line/Bank's track record in materiality Methodology Employees, customers and the wider sector are included in the 2017 materiality exercise to obtain the material topics. For 2018, BBVA Bancomer decided to approach other stakeholders (suppliers and opinion leaders) in a bid to strengthen its communication with them. BBVA Bancomer materiality issues were updated pursuant to the following methodology: The stakeholders to be included are collaborators, customers and the wider sector, based on the Bank's internal studies and a benchmarking exercise. The process reveals 12 relevant topics³. 2017 2016 The 2014 materiality study is extended in scope to encompass employees and suppliers. A total of seven relevant topics are identified. 2015 2014 Five material topics are identified under the Materiality Analysis and Study of Relevant Topics. 2011 2009 and 2010 The materiality study includes employees, customers and the wider sector. The BBVA Bancomer materiality study is brought in line with the global methodology of the BBVA Financial Group. The process reveals 13 relevant topics. A Updating of internal documents used for the 2017 materiality process. Analysis and integration of internal documents on BBVA's Responsible Banking strategy and materiality study for Mexico. B Selection of stakeholders to be taken into account when updating materiality and reviewing the list of material topics identified in the 2017 Annual Report. C The materiality study includes customers, competitors, employees, suppliers, regulators and society. Views and opinions are gathered through interviews, consultation processes, benchmarking exercises, internal studies, public opinion polls and news releases. The process reveals 10 relevant topics. Focus groups aimed at: • Opinion leaders ⚫ Suppliers D E Analyzing the information compiled and integrating it within the materiality tool for updating. 3To read about materiality in 2017 and the associated methodology, please see https://portal.bancomer. com/bancainversiones/informe_2017.html. F Updating, validating and reviewing the material topics obtained for the 2018 Annual Report. BBVA Bancomer conducts its first materiality study, during which four stakeholder groups were canvassed through an email and online survey. The process reveals six relevant issues. 36 BBVA Bancomer/2018 Annual Report#38Materiality Matrix + Importance for stakeholders + Top 12 relevant issues Importance for business No. 2018 BBVA Bancomer material topics GRI Standards Contents 1 Quality of customer care/service GRI 102-40 to 102-44 2 Good Corporate Governance 3 (including transparency) 4 Quality of employment 5 Risk management 6 Solvency and financial management 8 Ecological footprint 9 Products with good quality / price ratio Communication and marketing practices Responsible social and environmental financing GRI 102-18 to 102-39 GRI 417 GRI 401 and GRI 402 GRI 102-14 and 102-16 FS7, FS8 and FS11 Not Applicable GRI 305 GRI 417 10 Compliance system GRI 205 and GRI 417 11 Contribution to the development of local societies GRI 413 12 Diversity GRI 405 37 Importance for stakeholders Communication and marketing practices 4 Quality of customer care/service Good Corporate Governance Quality of employment Compliance system Diversity Solvency and financial management Ecological footprint Contribution to the development of local societies Importance for business Responsible social and environmental financing Risk management BBVA Bancomer/2018 Annual Report#39Global Compact and Sustainable Development Goals The Sustainable Development Goals (SDGs) were established to address the universal challenges facing humanity, to protect the environment and to overcome social and economic problems. The SDGs comprise 17 goals and 169 specific targets to be met before the end of the 2030 agenda. BBVA Bancomer is firmly committed to the Sustainable Development Goals and has been adhered to the UN Global Compact since 2004, while also pursuing the best way to link the SDGs with its own material topics and business strategy. As a result, in 2018 the institution carried out its first identification, importance and maturity exercise for its business activities on the path to achieving the goals by 2030. In 2018, BBVA Bancomer identified its contribution to attaining the UN Sustainable Development Goals. 13 LIFE 15 14 BELOW WATER CLIMATE ACTION 12 LIFE ON LAND PEACE, JUSTICE 16 AND STRONG INSTITUTIONS GO RESPONSIBLE CONSUMPTION AND PRODUCTION 17 PARTNERSHIPS NO FOR THE GOALS 1 POVERTY SUSTAINABLE DEVELOPMENT GOALS ZERO 2 HUNGER GOOD HEALTH AND WELL-BEING 4 QUALITY EDUCATION GENDER 5 EQUALITY CLEAN WATER AND SANITATION SUSTAINABLE CITIES 11 AND COMMUNITIES 10 REDUCED INEQUALITIES 9 INDUSTRY, INNOVATION AND INFRASTRUCTURE 8 DECENT WORK AND ECONOMIC GROWTH 7 AFFORDABLE AND CLEAN ENERGY 38 BBVA Bancomer/2018 Annual Report#406 4 The following matrix shows the importance of the SDGs to BBVA Bancomer and how the Bank's activities influence compliance with the SDGs. 1 NO POVERTY 7 AFFORDABLE AND CLEAN ENERGY 13 CLIMATE ACTION 2 SSS ZERO HUNGER DECENT WORK AND ECONOMIC GROWTH 14 LIFE BELOW WATER 3 GOOD HEALTH AND WELL-BEING INDUSTRY, INNOVATION AND INFRASTRUCTURE 15 LIFE ON LAND QUALITY EDUCATION 10 REDUCED INEQUALITIES 16 PEACE, JUSTICE AND STRONG INSTITUTIONS 5 GENDER EQUALITY 11 SUSTAINABLE CITIES AND COMMUNITIES CLEAN WATER AND SANITATION RESPONSIBLE 12 CONSUMPTION AND PRODUCTION QO Importance of SDGs 17 17 PARTNERSHIPS FOR THE GOALS 2 15 14 3 39 5 9 11 12 6 7 Impact of BBVA Bancomer on SDGs 16 10 8 13 1 4 BBVA Bancomer/2018 Annual Report#41Responsible Customer Experience Wow experience! BBVA Bancomer is firmly committed to creating special moments and a unique experience for its clients. It this by generating the best financial solutions, excellence in service and effective attention to their needs.#42Responsible customer experience BBVA Bancomer seeks to offer its customers the best banking solutions, while Experiencia Única (Unique Experience) helping them make the right financial decisions and having a positive impact on their lives. This means offering customers an experience which stands out for its simplicity, transparency and swiftness, in turn empowering our customers and bring them personalized advice. In a bid to reach that objective, the Bank has been working hard to strengthen its customer service processes, remodel branches and promote financial literacy, while safeguarding data security, privacy and protection at all times, along with data integrity. Satisfying the needs of customers is an essential pillar in the ongoing evolution of BBVA Bancomer. In a bid to align customers' needs with the Group's own values, the Unique Experience area was turned into a general department in 2018 to help make the new transformation of the Customer Experience a reality. During the same year, more than 30 Unique Experience Models were implemented across different areas and departments of the Bank, resulting in greater commitment among collaborators and generating extraordinary services that provide better brand perception and more satisfied customers; making BBVA Bancomer a leader when it comes to customer service. The Bank ranks first on the Net Promoter Score index, which is used to gauge customer satisfaction. Our Unique Experience mission entails: : 220 3.290 Placing the client at the heart of everything the Bank does. Setting a new standard for the customer experience and employee experience. 41 11 ( Being a core element of the constant transformation at BBVA Bancomer. Unique Experience means achieving excellent customer service and constantly exceeding their expectations. This is how BBVA Bancomer partners and employees develop products and services that enable the customer experience: We are the Unique Experience and we make it what it is. BBVA Bancomer/2018 Annual Report#43Agile BBVA Bancomer adopted the Agile methodology in 2015 to further enhance the customer's Unique Experience, to respond to new challenges and remain at the forefront of the banking world. The methodology allows teams to work and organize themselves by identifying milestones on the path to achieving their objectives. Not only does it allow the Bank to develop new quality products and services tailored to the needs of customers-whose priorities are changing at an ever-increasing speed- but it has also been adopted across all areas of the Bank, thus making us more agile and results-oriented in our daily activities. We work hard on various fronts to, disseminate and champion the Agile methodology across all areas of the Bank. Agile Centre of Excellence (ACE) To ensure the sustainability of the Agile methodology within the Bank, the ACE helped set up two squads: "Unique Experience" and "Sowing Agile", where coaches discuss improvements and arrange workshops, forums and courses for Bank employees. The result was as follows: . • New coaching clinics, at which employees can consult the coaches on how best to implement and entrench the new approach to work. Simulations: Learning from Scrums or Kanban through interactive dynamics. Challenge your coach: constructive talks with coaches to brainstorm innovative ideas. • Community of practice: employees attend this forum to share their knowledge or the tools they use at work. •Workshops on effective communication, Kanban and programs, among other topics. In 2018, the Maturity Model was created from the SHU (learn) - HA (grow) - RI (transcend) method, based on a Japanese martial art that describes the stages of learning. The ACE created policies tailored to BBVA Bancomer for each level of team maturity and these policies can be used to measure the adoption and understanding of the framework. The Agile methodology at BBVA Bancomer comprises the following elements ⚫ SQUAD • SCRUM PROGRAM PORTFOLIO ЗМОЗИ КО 42 42#44October July B April PI Program Increments (PIs) are three-month periods in which the Agile teams develop their projects and generate and deliver value. The following table shows total participants in each Pl developed: Pl comparison January B 800 B 2,200 B227 B 1,223 One of the success stories of 2018 was the deployment of internal coaches at each General Department (GD) to support the implementation of the Agile methodology throughout all the different processes of the organization. The following DGs are already part this process: Business Development, Finances, T&C, Audit and Business and Government Banking. Our coaches were also certified under the Kanban framework in early 2018, thus further strengthening communication and awareness of the methodology within the Bank. Ágiles México event The Ágiles México event was held in October 2018, in which BBVA was the main sponsor. The Bank's collaborators and employees steered talks based on experience, improvements in approaches to work and innovation proposals for the Agile community. Be sure to visit the following site to learn more about the Agile methodology at BBVA Bancomer: https://www.bbva.com/es/metodologia-agile-la-revolucion-las-formas-trabajo/ B 900 B B 423 B 1,447 2,442 1,520 B 2017 B 2018 2,546 B 653 B 1,183 B B B 1,000 B 986 2,206 2,422 Developed projects 43 Participants B 2017 B 2018 Goals for 2019 • Making the operating areas of BBVA Bancomer more efficient by implementing Kanban. • Implementing communities of practice as a mechanism for collaboration between the different areas. BBVA Bancomer/2018 Annual Report#45Quality and customer service BBVA Bancomer's business is focused on the customer and on offering products and services that generate a Unique Experience. The Bank's objective is to differentiate itself from all its competitors and to become a leader in customer satisfaction. Based on its own core values, and fusing these with the Unique Experience model, the Agile methodology and the ongoing Digital Transformation, BBVA Bancomer has a clear strategy in place: putting the customer at the heart of everything the Bank does and having a positive impact on the lives of people and companies. In other words: "Bringing the age of opportunity to everyone". Net Promoter Score - open market Part of the Bank's strategy is to conduct brand awareness studies and thus achieve better service, products and services for its customers. The result of the Bank's entire strategy is reflected in its positioning in the open market net promoter score. In 2018, BBVA Bancomer continued to rank as the number one bank in Mexico, standing 4.2 points clear of its nearest competitor based on the results of the polls and surveys on BBVA Bancomer and its main competitors. The Bank also leads the market when it comes to transparency and clarity of information. A total of 11,135 surveys were conducted, broken down as follows: Net Promoter Score This index aims to measure customers' perception of BBVA Bancomer and the service they receive. Said reading is secured via telephone surveys, electronic surveys and organic surveys (surveys built into applications). It is used to identify the Bank's strengths and opportunities for future improvement in the following areas: Channels 8 Networks and segments Products and services After scrutinizing the results, the Bank works with the departments and areas involved to establish action plans and improvements. In 2018, a specific action plan was devised for 90% of the areas of opportunity to have been identified. Volume of surveys conducted on Bancomer customers Channel Telephone banking Online banking ☑ Mobile Banking T ATMs Digital Number of surveys Points above nearest rival Commercial Network 3,584 2.5 Wealth management and Number of surveys Change December 2018 vs. December 2017 586,872 Up 2 points 10,934 Up 5 points private banking 2,208 4.3 2,208 6.4 Business and government banking 4,187 Up 8 points 3,135 9.9 G Mortgage business 6,018 Score unchanged $ Consumer finance 5,771 Score unchanged BBVA Bancomer outclassed its competitors across all channels in 2018. 44 BBVA Bancomer/2018 Annual Report#46Employee Net Promoter Score Just as customers evaluate the bank, BBVA Bancomer likewise evaluates its employees. The assessment consists of surveys delivered by email to gauge how the Commercial Networks perceive the service they receive from their internal suppliers when providing service to customers. Some 18,000 surveys were conducted in 2018, broken down as follows: Digital ❖ Commercial Network Wealth management and private banking Business and government banking Specialized Customer Service Unit GRI 417-2, 417-3 and 418-1 The Specialized Customer Service Unit (UNE) works on an ongoing basis to improve service quality, with the overriding objective of safeguarding the well-being of customers. The Unit has introduced a new management and quality model to ensure that all complaints are addressed at the earliest opportunity, tackling the root of the problem identified by the customer. Customer complaints and claims provide essential information to drive continuous improvement at BBVA Bancomer, helping it identify areas of opportunity, improve the customer experience, and shore up customers' preference for the Bank. BBVA Bancomer fully intends to ramp up its efforts to address any claims, complaints, and dissatisfaction reported by customers. Number of surveys Change December 2018 vs. December 2017 15,235 Up 3 points Customers may submit claims and complaints via: 679 Down 5.8 points B 1,298 Score unchanged 9> Mortgage business $ Consumer finance Goals for 2019 Continue to top the open market net promoter score index. • Exceed the average of its closest two rivals. 553 Up 9 points 201 Up 10 points 45 Branches Línea Bancomer Website: claims and complaints section Once the claim has been processed, the customer will be notified of the decision reached by the Bank's clarifications unit. If the customer remains unsatisfied with the response, they may ask the UNE to re-open the case and review its previous decision. The request can be made in person at the Bank's central offices, or delivered by e-mail or by contacting the Call Center. UNE contact details: Websiteb: https://www.bancomer.com/serviciocliente/quejas-reclamos.jsp E-mail: [email protected] Call center: 1998 8039 Within Mexico: 01 800 112 2610 Corporate offices: 2 in Mexico City and 1 in Guadalajara Direct customer complaints made to the UNE B 2018 B 2017 15,877 +0.28% 15,832 annual BBVA Bancomer/2018 Annual Report#47Complaints made to CONDUSEF B 2018 B 2017 Total complaints presented B 2018 B 2017 22,989 -0.64% 23,135 annual 38,866 -0.26% 38,967 annual Complaints resolved in the customer's favor B 2018 B 2017 13,321 Complaints resolved in the Bank's favor B 2018 2017 21,826 +38.97% annual 16,649 25,307 Average number of days to address a complaint B 2018 B 2017 8 9 -52.00% annual -12.50% annual 46 In 2018, BBVA Bancomer reported its best ever result under the User Service Performance Rating (known as IDATU)*, cearning a cumulative Score of 8.26, cto close out the third quarter of 2018 in first place under G4. BBVA Bancomer obtained its cbest ever score for IDATU Insurance, cwith a rating of 8.51, placing the Bank in third place in the ranking of insurers with more than 1,000 claim folios per year. * See glossary.#48Total claims by service and by product in 2018 33.47% 17.30% 11.18% 10.58% B Credit card 9.64% 5.18% B Savings Other highlights in 2018 that further strengthen the customer experience included: The creation of a specialized desk to review cases. Setting up the First Contact Resolution (FCR) program, which effectively reduced the number of incidents passed on to other areas or departments, thus helping to resolve more cases on the customer's first contact with the Bank. 4.47% 1.24%* 6.94% B Debit card B ATMs B Bancomer mobile B Credits B Bancomer.com A new corporate office dedicated to customer service and support was opened in the city of Guadalajara. The office also receives cases that have been escalated from the branch network and stages conciliation proceedings to encourage customers to drop their case. The following table provides key figures for each office: B Credit Bureau B Others 47 Polanco Office/branch Torre BBVA Bancomer Guadalajara Number of contacts 1,795 832 625 Toughening and standardizing rules and criteria for analyzing and reviewing cases. Creating an engagement area with other internal fronts to improve customer service. Developing the "CONDUSEF telephone support cell": a team of specially trained individuals adept at tracking and monitoring the claims that reach CONDUSEF, requiring them to maintain constant communication between the Bank and the customer. Target 2019 Improve our position in the IDATU for Banking and Insurance. BBVA Bancomer/2018 Annual Report#49Digital transformation Relying on the Unique Experience model, the digital transformation area embraces new challenges and seizes opportunities to help BBVA Bancomer remain the best digital bank within the country. Relying on Agile methodology, the Bank continually develops new initiatives to launch digital applications and solutions that will improve the lives of its customers. To discover a whole world of opportunities with BBVA Bancomer's free mobile apps, please visit the following page: https://www.bancomer.com/personas/apps.html Cumulative figures since the launch of the app in December 2016: 243,000 targets. Progress made with the apps launched in 2016 and 2017 BBVA Plan A BBVA Bancomer app that helps customers regularly save without even realizing, providing a fully customizable tool that allows them to comfortably reach their goals. Users also receive a saving tip to help them reach the goal they have set themselves. This makes saving more dynamic and exciting. 142,000 targets reported*. Apartados 1,255 million pesos saved. Average of 5,157 pesos saved per target. A new Bcom and Bmóvil functionality that the Bank's customers can use to control their expenses. The Apartados app allows customers who receive their pay check through the Bank to manage their income in a simple and effective way. Customers can customize their "electronic payslips" as they wish, whether to pay off their credit cards or cover school fees, rent or other services by splitting up their income to cover payments as and when needed. And if the customer wishes to take out their money, no matter the time, date, or location, they can immediately return the money they have set aside to their available balance to cover any amounts they may owe by simply clicking on "Withdraw". 852 million pesos saved * Average of 5,992 pesos saved per target*. Money put aside through the app on 1.7 million occasions*. 8,930 million pesos set aside* These figures reveal growth of 111% in the total amount saved and of 41% in the number of targets for 2018 when compared with the previous year. These figures reveal fivefold growth in the number of times money has been put aside and sixfold growth in the amount put aside compared with 2017. 48 BBVA Bancomer/2018 Annual Report#50Financial Health (CheckUp) A Bmóvil feature that allows users to analyze their financial health. The Bank is currently working to make "Why Health" tips and explanations part of the BBVA app to advise customers on how to improve their financial health by using credit products, savings solutions, investments and insurance to overcome possible liquidity or debt problems. The customer can view the following four statements to obtain a clearer overview of their finances: New apps launched in 2018 $ Global Home Experience A tool that helps customers search for a house in their chosen area with two search options: using a map or by entering a specific address. ♡ S.O.S. Excelent Healthy Stable Critical In 2018 the CheckUp feature feature was consulted 4.8 million times and since its launch it has been viewed over 8 million times. Digital Mortgage App available through Bcom whereby customers can obtain quotes, calculate their credit capacity and get a credit certificate for their mortgage. The Bank is working on the new Global Home Experience solution with Valora, to provide a price estimate for the house the customer is looking to purchase. A total of 822 digital mortgages were arranged in 2018. 49 BBVA Bancomer Link Card (452 3100 0000 VISA D S.O.S. app Seguros Bancomer A new feature that lets customers arrange care insurance through the mobile banking app in under three minutes. Al Chatbot In 2018, the Bank implemented its virtual assistant using artificial intelligence (AI). BBVA Bancomer is the first bank in Mexico to embrace Al through WhatsApp. The assistant makes it easier for customers and users to interact with the Bank by answering questions regarding branch location, resolving doubts about account opening and offering suggestions on how best to use the Bank's digital solutions. Tel: +52 155 5226 2663 Link Card An account designed for young people under the age of 18. Features include BBVA Send, making it easy for the parents to send money. BBVA Bancomer/2018 Annual Report#51Payroll portability Payroll portability is a right of all payroll recipients to choose the bank at which they would like their receive their salary. BBVA Bancomer remains the number one bank when it comes to payroll portability, having now earned the achievement for the third year in a row in 2018, ending the year with 385,000 completed portability requests. New payroll accounts in 2018 BBVA BBVA + + BBVA Digital results were outstanding, providing a further illustration of BBVA Bancomer's commitment to digital transformation, with 70% of portability requests completed via digital channels, almost double the figure reported a year earlier. Branches 2017 59% People choose BBVA Bancomer to receive their payroll thanks to the numerous benefits it offers, notably: • Having the most extensive network of ATMs and branches close at hand. 2018 30% The sheer convenience of being able to manage their wages 24 hours a day via Bancomer Mobile/BBVA Mexico app, BBVA Wallet, BBVA Send and BBVA Plan. • Special access to lower rates on loans and credit. Free life insurance for accidental death. At year-end 2018, BBVA Bancomer accounted for 64% of the approved portability market. Despite being slightly down on the previous year, the Bank's results remain strong when compared with its competitors. Portability requests accepted 2017 76% 2018 64% 50 345 thousand Total 2017 Bcom 10% Bmóvil 31% 1% 69% 385 thousand Total 2018 In 2018, the Bank earned a net promoter score of 90 for portability, 8 points above its score in 2017. Payroll portability campaigns BBVA Bancomer launches regular campaigns to inform customers and non-customers alike of their right to choose the bank at which they would like to receive their payroll deposit. With its customers firmly in mind, BBVA Bancomer has researched and found that people interested in moving their payroll have natural doubts and fears about the process; knowing this, it relies on communication to stress just how safe and reliable payroll portability is. Target 2019 • Increasing the percentage of digital portability requests completed via digital channels. Maintaining BBVA Bancomer's status as the nation's favorite bank for receiving their payroll. • Increasing the number of new customers through payroll portability by unlocking the value of innovation when arranging accounts. BBVA Bancomer/2018 Annual Report#52Social media As part of the Unique Experience vision, social networks are an important channel of communication between BBVA Bancomer, customers and the community. The Bank can use the social networks to create a customer experience that sets it aside from its competitors as it focuses on financial literacy. Last year was no exception in terms of the Bank's accomplishments via the social networks, notably: • • • •Account set up on Instagram to generate more personalized and unique engagement with customers. By being able to generate "stories" on Instagram, the Bank has taken the letters "BBVA" as its four main pillars in sharing the unique experiences of its employees and customers: > Behind the scenes > Beyond success > Life and style › Architecture Being the first bank to have a certified WhatsApp account. This new initiative offers customers and non-customers alike a virtual assistant to: > Provide immediate advice on products and services via WhatsApp (55 5226 2663) or Facebook Messenger (www.facebook/BBVA Bancomer), available 24 hours a day, seven days a week. > Help find the nearest branch or ATM. > Publicize offers and promotions in nearby stores. In 2018, the level of service rose to 98%, meaning 98 out of every 100 users received a response in under 15 minutes. The average response time was eight minutes. There is complete security in the processing of data. Users can head to "View contact" in WhatsApp to see that the security certificate shows a green tick. BBVA Bancomer NEVER requests personal or banking information via this app. Total followers, broken down by social network f Facebook 1,441,356 Fans Twitter 184,741 Followers O YouTube 44,431 Subscribers Instagram 9,763 Followers Information at January 2, 2019. in LinkedIn 82,188 Followers#53Transparent, Clear and Responsible (TCR) Communication GRI 417-1, 417-2, 417-3, 103-1, 103-2 and 103-3 BBVA Bancomer has defined a set of guidelines to help generate strong ties with its customers. These come into play during various points of contact with the customer, including: Commercial Documents, Public Website, Apps and Customer Service. The TCR project was launched in 2014 to foster transparent, clear and responsible relations between BBVA Bancomer and its customers. The aim is to get customers to view BBVA Bancomer as a transparent bank that looks after their interests and helps them make informed decisions, thus creating a relationship of trust while also attracting new customers. Transparency 01 Provide customers with all the relevant information. 02 Give the same visual relevance to advantages/benefits as you do to risks/ costs/obligations. 03 Ensure that the main message is valid for most of the audience. 04 Remember that the relevant information will vary, depending on the customer profile, the step in the process and the product. 05 Use the appropriate channel, so that the relevant information can be given. TOC R Clarity 06 Use a good structure and visual images to facilitate understanding and navigation. 07 Ensure that the graphic elements provide a realistic and intuitive image. 08 Use clear language that is easy to understand. 09 Keep the use of small print to a bare minimum (if it must be used, make sure it is clear). 10 Foster accessibility. For audiovisual productions, use subtitles and include only what actually matters. BBVA BBVA Responsibility 11 Look after the customer's interests in the short, medium and long term. 12 Support the customer. 13 Champion financial health. 14. Give customers control over their relationship with the bank. 15 Use customers' personal information responsibly. 52 15 BBVA Bancomer/2018 Annual Report#54TCR product leaflets These documents are available to the Commercial Banking network and provide a brief and clear description of all products and services offered by the Bank. Information is presented with the reader's best interests at heart. The aim is to provide them with all the information needed to make the right decisions. To help create a Unique Experience and to facilitate the digital transformation, TCR and the Financial Literacy department have joined forced to publish data sheets on the Bank's website that are essentially the same as the product data sheets. Clear language must be used at all times and the information must be structured so as to enable the customer to understand the benefits and costs of each product. Good financial information and reporting has been incorporated into this new initiative: https://www.bancomer.com/personas/productos/tarjetas-de-credito/platinum.html At year-end, a total of 83 data sheets had been published for the main products and services marketed and sold by the Commercial Banking division. TCR contracts This initiative involves reworking current customer contracts and structuring them more intuitively with language that is easy to understand. BBVA Bancomer has now incorporated TCR principles into a contract intended for customers. TCR indicators TCR indicators measure the customer's perception of the transparency and clarity of the products and services offered by BBVA Bancomer when compared with those offered by its competitors. Among the best rated banks, BBVA Bancomer ranked first for customer satisfaction. Target 2019 Ensure that customers continue to view us as the most Transparent, Clear and Responsible bank. 53 33#55Personal data protection Personal data protection is of paramount importance to BBVA Bancomer. To guarantee the security and confidentiality of the data entrusted to it, the Bank integrates new technologies and trains all its employees in how to process data. BBVA Bancomer has set up a Personal Data Protection (PDP) department to enforce compliance with ARCO rights, to evaluate services and products and to deliver training courses to employees. ARCO Rights A data subject has four rights relating to the use of their personal data: 1. Access: Knowing what data BBVA Bancomer has on file in relation to their person. 2. Rectification: The data subject is entitled to update the personal data that BBVA Bancomer has on file in relation to their person (applies only in the case of customers). 3. Erasure: Where the data subject wishes to erase their personal data (does not applies to active customers of BBVA Bancomer). 4. Objection: Where the data subject suspends (blocks) the use of their personal data for purposes beyond those agreed upon when arranging the product. This might include offering new products or sending advertising. For further information, please visit https://www.bancomer.com/personas/derechos-arco. html#presenta-tus-documentos Internal personal data manuals The Bank has now started work on updating the Personal Data Protection Regulations following the enactment of the new European Regulation (GDPR). Training course Work began in the last quarter of 2018 to update and improve the course on personal data protection. The work is still in progress with the Training and Discipline department. The improvements to the course will be gradually implemented starting in the second half of 2019. Awareness-raising campaigns In 2018, two data protection campaigns were launched in a bid to raise awareness of the importance of the subject throughout BBVA Bancomer: 1. International Personal Data Protection Day 20182. Second personal data awareness campaign 2018 at BBVA Bancomer. The main focus of the campaign was to emphasize the importance of personal data to customers, users, candidates and employees. Postcards The Bank constantly seeks to reinforce and entrench its message in relation to the areas of opportunity it identifies by sending out postcards bearing specific messages to Commercial Banking and HNWI Banking. In 2018, articles and other announcements were regularly published across all digital channels used by the branch network (Commercial Banking and HNWI Banking), such as: Banca al Día, Red al Día, Wiki Network and CUC, in order to keep all branch staff updated and trained, seeing as though they are the face of the Bank with its customers. Personal Data Protection (PDP) Mailbox The PDP mailbox addresses all manner of complaints, comments and/or reports relating to data protection, seeking to provide guidance to customers, users and employees: [email protected]. To view the Privacy Statement of BBVA Bancomer, please see https://www.bancomer.com/ personas/aviso-de-privacidad.html To exercise your ARCO rights and to find out how to do so: https://www.bancomer.com/personas/ derechos-arco.html#presenta-tus-documentos BBVA Bancomer 2ª semana de la Protección de Datos Personales en BBVA Bancomer A Porque proteger impacta... inddemate y apegan a las medidas que protagen nu los datos personales de nostros clientes tarios y colaboradonis #hazlocorrecto BBVA Bancomer Protegerlos es tu responsabilidad Un dato personal es aquella información que identifica a nuestros clientes, usuarios y colaboradores Por ejemplo Nome, domicilio, edací, sex, nacionalidad, estado civil #hazlocorrecto Consula in hemati PM OF R 2ª semana de la Protección de Datos Personales en BBVA Bancomer BBVA Bancomer Segunda semana Datos Personales La protección de los datos personales es cosa seria Toma es medica's p cuidar to informacion personal 54 O BBVA Bancomer/2018 Annual Report#56Customer security, privacy and protection GRI 103-1, 103-2 and 103-3 Customer security is a key priority and an area where BBVA Bancomer makes constant efforts to guarantee the protection and peace of mind which our customers deserve. Customer security was further strengthened in 2018 through tools and personnel to monitor and prevent events related to security, privacy and customer protection. The Bank continued to implement the following programs and initiatives: BBVA Branch controls Biometric technology was installed at the branches. Staff now use their digital fingerprint to log in and authorize transactions. While this initiative was not mandatory for BBVA Bancomer customers in 2018, it is expected to become a regulatory requirement in 2019. BBVA Bancomer is therefore prepped and has all the tools needed to comply with applicable law and regulations in this regard. BBVA BBVA BBVA Digital channels A campaign was launched to promote and encourage the use of the Wallet app. Customers are advised to use the digital card for online purchases and to avoid any action that might diminish or impair their wealth. ATMs The Bank continued with its ATM protection strategy in 2018 in order to safeguard the Bank's remote ATMs and the wealth and property of its customers. For those ATMs flagged as posing a significant risk, a PIN number is no longer enough. Users are also asked to enter their date of birth to help prevent unauthorized people from using customers' cards. 55#57Environment. sustainable finances and environmental performance III.. Lu L. Subdvwven A Product placement in different ge Mein Bistave Competitors Committed to the environment Climate change is a significant and complex challenge that can be tackled only through cooperation between individuals, companies and nations. BBVA Bancomer plays a crucial role here. It does so by financing sustainable projects and championing a low-carbon economy that helps communities develop and flourish while protecting the environment. M#58Environment: sustainable finances and environmental performance GRI 103-1, 103-2 and 103-3 Mexico and BBVA Bancomer have shown their commitment by launching various initiatives, and making a great effort to meet the Sustainable Development Goals (SDGs) by 2030. Highlights here include: 7 AFFORDABLE AND CLEAN ENERGY 8 DECENT WORK AND 9 ECONOMIC GROWTH INDUSTRY, INNOVATION AND INFRASTRUCTURE RESPONSIBLE CONSUMPTION AND PRODUCTION Ensuring access to affordable, secure, sustainable and modern energy for all. Promoting inclusive and sustainable economic growth, full and productive employment and decent work for all. Building resilient infrastructure, promoting sustainable industrialization and fostering innovation. Ensuring sustainable forms of consumption and production. The Bank acknowledges the impact it has on the environment both directly and indirectly through its operations and the products and services it offers. In response, it has implemented measurement, control and resolution strategies to reduce its environmental footprint and even to generate a positive impact through financial instruments, aligning itself with global initiatives such as: The United Nations Environment Program Finance Initiative (UNEP FI). Equator Principles. Principles for Responsible Investment (PRI). Global Compact of the United Nations (UN Global Compact). • Carbon Disclosure Project. Social, environmental and reputational risks Equator Principles GRI 102-11; FS7, FS8, FS11 The Equator Principles (EP) is a reference framework launched in 2003, allowing financial institutions to determine, assess and manage social and environmental risks in their projects. It is a set of standards endorsed by the World Bank for determining, assessing and managing social and environmental risks when funding projects and supporting responsible decision-making that applies globally across all sectors and industries. "The Equator Principles is a benchmark in the financial sector for determining, assessing and managing the environmental and social risks of projects". For instance, the energy, transportation and social services infrastructure that drives economic development and creates jobs can certainly impact both the environment and society. BBVA is committed to managing the financing of these projects in order to prevent or otherwise reduce the ensuing negative impacts and boost their economic, social and environmental value. All the decisions on project finance are based on the criterion of return adjusted to principles. Placing people at the core of the business implies dealing with stakeholder expectations and the social demand to fight against climate change and respect human rights. In line with this commitment, BBVA adhered to the Equator Principles (EP) in 2004. Based on the International Finance Corporation's (IFC) Policy and Performance Standards on Social and Environmental Sustainability and the World Bank's Environmental, Health and Safety guidelines, the Equator Principles are a set of standards for managing the environmental and social risks in project finance. These principles have set the benchmark for responsible finance. 57 40 BBVA Bancomer/2018 Annual Report#59In 2018, BBVA aided with their further development and dissemination as a member of various working groups. BBVA was one of the 11 signatories of the letter sent to the Equator Principles Association, urging that measures be taken to reinforce environmental and social due diligence requirements in project finance. The decision was therefore reached at the annual meeting of the EPs to start work on the fourth version of the Principles so as to bring them in line them with the Paris Agreement, to address and resolve certain difficulties when implementing consultation and informed participation processes, and to reconcile inconsistencies in the standards used to assess environmental and social risks in projects. The Corporate & Investment Banking (CIB) Sustainable Finance and Reputational Risk team is responsible for analyzing the projects, representing the Bank as before its stakeholders, reporting and rendering accounts to senior management, and designing and implementing the management system by lobbying for the adoption of best practices and aiding with training and communication on all matters related to the Equator Principles. During risk analysis and decision-making processes, BBVA assesses and takes into consideration not only financial aspects, but also social, environmental and reputational factors. Project analysis involves subjecting each transaction to a process of environmental and social due diligence that starts with assigning a category (A, B or C) to reflect the project's level of risk. The documentation submitted by the customer and the independent advisors is reviewed, allowing the level of compliance with the requirements established in the EP to be graded in accordance with the project category. Finance agreements incorporate the customer's environmental and social obligations, which a specialist CIB team monitors. To guarantee integrity in BBVA's application of the EP, their management has been integrated within in-house transaction structuring, admission and monitoring processes and is subject to regular checks by the Internal Audit Department. For BBVA Bancomer, the EP is the basis for applying best practices and provides the ideal framework for dialog with customers and stakeholders in relation to all the projects it finances. The Group releases public information (http://bancaresponsable.com/ financiacion-responsable-proyectos/) on the environmental and social management of the projects for which BBVA provides funding and/or advice. Transactions financed under the Equator Principles in Mexico and signed in 2018 Amount funded* by BBVA Bancomer (millions of pesos, MXN) Category Sector of operations Real estate assets Real estate assets B Oil and gas B Renewable energies (4 operations) B Infrastructure-transport (2 operations, of which 1 related to a bond issue) 1,308.32 803.46 481 1,888.21 502.26 1 Initial review • Selection of independent advisor • Project classification 2 Due diligence 3 Approval • • • Review of teh enviromental and social impact assessment Environmental and social due diligence report Sanction by the CIB Reputational Risk Department Inclusion of conditions in the approval of the Risks Committee • 4 Financial close 5 Monitoring B Total Industry 10 Approval Preparation of an Action Plan Environmental and social clauses in the financing contract Financial close *With a USD/MXN exchange rate of $19.24 and a EUR/MXN rate of $22.7 • Monitoring reports by the independent advisor Report on the environmental and social impact of the project 58 R RS anal STAREDGELOPMENT PLAN Queries 870.05 5,853.3 Junky Sw ETE POLICE BBVA Bancomer/2018 Annual Report A A#60Green bonds GRI FS8 "BBVA Bancomer's green bond issuance heralds a new milestone for the Mexican securities market". - Jaime Ruiz Sacristán, Chairman of the Board of Directors of the Mexican Stock Exchange (BMV) In April 2018, BBVA Holding released a framework for bond issues under the SDGs, whether in the form of green, social or sustainability bonds. Under this new scheme, bonds issues by BBVA Bancomer are intended to finance companies or projects in five eligible areas: Energy efficiency (including buildings to have earned environmental certification, such as LEED Renewable energy Sustainable transport Waste management Water or BREEAM) As part of BBVA Bancomer's Responsible Banking strategy aligned with the SDGs, financial instruments may be used to support the integral management of risks and opportunities relating to climate change. A key aspect of the Bank's strategy is to support projects that foster global sustainability, providing customers with innovative solutions and financing initiatives that generate positive environmental and social impacts. The aim is to promote sustainable financing, assess its strategic impact and drive management transformation initiatives that best respond to the challenges relating to climate change and other pressing social issues. If you would like to find out more about the framework governing BBVA bond issues under the SDGs, please visit https://shareholdersandinvestors.bbva.com/wp-content/uploads/2018/04/BBVA_Sustainable_Bonds_Framework- Presentation-25042018-1.pdf BBVA is the first private bank in Mexico to have successfully placed a green bond. TH 59 In 2018, BBVA Bancomer announced the successful placement of its first green bond with ticker symbol BANCOMER 18V, worth 3.5 billion pesos. It then issued a further placement for the same amount under ticker symbol BANCOMER 18, thus bringing the total to 7 billion pesos. It was agreed that 55% would be allocated to energy efficiency projects, and the remaining 45% to renewable energies (two wind farms and one solar farm) within the country. If you would like more information on the green bond issue of BBVA Bancomer, please visit the following pages: •https://www.bbva.com/es/bbva-bancomer-el-primer-banco-privado-en-mexico-en-emitir-exitosamente-un-bono-verde/ •https://www.bbva.com/es/bbva-bancomer-apoya-el-crecimiento-y-desarrollo-del-mercado-de-bonos-verdes-en-mexico/ BBVA Bancomer arranged the services of Sustainalytics to review the green bond nominated projects and to issue an opinion on their alignment with the bond issuing framework of the BBVA Group and the Green Bond Principles (GBP). To see the letter sent by Sustainalytics, please click on the following link: https://www. sustainalytics.com/wp-content/uploads/2018/09/Green-Bond-SPO-BBVA-Bancomer_FINAL.pdf Target 2019 Report on the progress made under the projects and levels of performance. BBVA Bancomer/2018 Annual Report#61Global Eco-Efficiency Plan GRI 103-1, 103-2, 103-3, 301-1, 302-1, 302-2, 302-3, 302-4, 302-5, 303-1, 305-1, 305-2, 305-3, 305-4, 305-5, 305-6 and 305-7 The Bank has been working towards its Global Eco-efficiency Plan (GEP) since 2016 in order to reduce the environmental footprint of BBVA Bancomer. The plan establishes a set of global objectives to be accomplished over the 2016-2020 horizon, aiming to make BBVA Bancomer a world leader in eco-efficiency. Each of the objectives established in the GEP comes with its own strategy on how best to meet the objective and contribute towards different SDGs. For further information, click here: https://shareholdersandinvestors.bbva.com/microsites/bbvain2017/asuntos- relevantes/finanzas-sostenibles/ Ensuring access to and sustainable management of water and sanitation for all. Environmental management and sustainable construction As an integral part of BBVA Bancomer's environmental innovation, the Bank's facilities and installations have been modernized and adapted in order to reduce their environmental impact, resulting in numerous certifications. These actions aim to combat climate change while helping to fulfil the GEP. The objective for 2018 in this regard was to certify the corporate headquarters by earning ISO 14001:2015 assurance and LEED certification. The following table shows the facilities of BBVA Bancomer and their progress and achievements in relation to certification. 6 CLEAN WATER AND SANITATION 7 AFFORDABLE AND CLEAN ENERGY Ensuring access to affordable, secure, sustainable and modern energy for all. Building 1 Torre BBVA Bancomer 12 RESPONSIBLE CONSUMPTION AND PRODUCTION QO 2 Parques BBVA Bancomer Ensuring sustainable forms of consumption and production. 3 Data Center 4 TecnoParque 13 CLIMATE ACTION You can view BBVA's environmental policy by clicking here: https://accionistaseinversores.bbva.com/wp-content/ uploads/2018/03/Compromiso-Medioambiental-BBVA.pdf Taking urgent action to combat climate change and its impacts. 5 Murano Tower 6 Torre Danos (Toreo) Total 60 ISO 14001:2015 certified buildings LEED certified buildings Number of occupants per building 5,018 4,105 538 548 3 4 4 3 10,215 Target 2020 29% of occupants in environmentally certified buildings. Energy and climate change GRI 302-1, 302-2, 302-3, 302-4 and 302-5 Climate change is a significant and complex challenge which can only be addressed through cooperation between individuals, companies and nations. The financial sector has an important role to play in assisting in the transition toward a low carbon economy which is environmentally and socially sustainable. Goals for 2020 • 3% reduction in electricity consumption per occupant. 65% of energy to come from renewable sources. 56% reduction in CO2 emissions per occupant.#62Energy The energy sources consumed by BBVA Bancomer at its facilities and as a result of its operations are divided into electricity (which is supplied by CFE and by a private company that supplies us with renewable wind energy), LP gas, natural gas and diesel. Unit 2016 2017 2018 Total electrical 261,238 239,917 power consumption 940,456 863,701 202,189 MWh 727,880 GJ Electrical power consumed per 5.78 5.40 4.44 MWh/employee occupant 156,722 146,673 164,155 Liters Total LP gas use 3,758 3,805 4,284 GJ Total natural gas 63,892 67,083 68,148 m³ use 2,690 331,810 2,753 2,820 GJ 200,451 279,990 Liters Total diesel use Scope: BBVA Bancomer Financial Group. 7,086 10,631 GJ 1. Total number of employees means the average number of employees of the BBVA Bancomer Financial Group, plus the average number of external personnel present in the Bank's buildings and branches in 2018. 2. In 2018, the average number of employees totaled 37,177, plus an average of 8,355 external employees, making a total of 45,532. 3. Figures at close of 2018. 4. Total electricity consumption at BBVA Bancomer's buildings does not take into account certain locations that fall outside the centralized collection agreement with CFE. Energy consumption at these buildings remains unknown, partly because the cost is included within the rent for the building. 5. At year-end, BBVA Bancomer had a total of 2,172 real estate assets. However, it had only 2,093 electrical power services arrangements. As there is no supporting documentation/information with which to estimate consumption at the remaining facilities, the Bank has provided an estimate of their energy consumption. The reduction in electricity consumption in 2018 when compared with 2017 is equivalent to the average amount of electricity consumed by 5,000 Mexican families over a whole year. Emissions reduction of more than 28,000 tons of CO2 equivalent thanks to the use of clean energies in 2018. During 2018, the Bank continued with the "Enel Green Power" program to provide wind energy to our network of branches and corporate headquarters. Results for 2018 were as follows: Project Electricity use from renewable sources 2017 2018 Units 14,321 54,074 MWh 194,666.4 GJ *Figures for 2017 on electricity consumption from renewable sources are from the month of September onward. 61 BBVA Bancomer/2018 Annual Report#63Energy efficiency initiatives BBVA BBVA Corporate buildings • Energy View system: Es a tele-management monitoring system enabling efficient electricity and air conditioning use. The system monitors the temperature and controls air conditioning by remotely switching the system on and off. Its purpose is to save energy and maintain an appropriate temperature through a monitoring and management system applied to control Air Conditioning (HVAC) and Lighting. Energy View 2018 Developments Monetary saving Energy saving Includes savings in demand. Quantity Unit 30 Branches 17,498,533 MXN 5,744,660 kWh PACOM 2017 2018 Units Technological 194 16 Branches Monetary saving Energy saving $3,196,341 2,239,893 $8,639,318 MXN 5,598,086 kWh Progress En 2018, the PACOM project achieved an atmospheric emissions reduction of nearly 3,000 tons of CO2 equivalent. In 2018, the Energy View project achieved an atmospheric emissions reduction of over 3,000 tons of CO2 equivalent. • Implementation of PACOM at 16 branches. Implementation of the Energy View system at 30 branches, yielding the following results: > Monetary saving: 17,498,533 pesos > Energy saving: 5,782,262.5 kWh > Emissions saving: 3,047 tons of CO₂e The objectives for 2018 were to expand PACOM to 1,107 branches and to implement Energy View at 300 branches. BBVA Light control: Torre BBVA Bancomer and Parques Bancomer have smart lighting systems capable of dimming or brightening the lights in response to levels of natural sunlight. The lights are switched on at 06:00 and are gradually dimmed by up to 80% as the day progresses. All the floors in both buildings are programmed to switch off at 21:00 if no presence is detected for five minutes within an area of 50 m². Emissions GRI 305-1, 305-2, 305-3, 305-4 and 305-5 Due to the effects of climate change and the impact this can have on the operations of BBVA Bancomer and on local communities, the Bank has set itself the lofty objective of reducing its emissions by up to 56% of tons of CO2 per occupant by 2020, to be achieved through local and global strategies. Branches PACOM: Automatic system for switching off lights inside branches by relying on a security alarm system. When the branch is closed, and the alarm system is turned on, the PACOM system begins to work, switching off all lights which are not essential. 62 62 BBVA Bancomer/2018 Annual Report#64Total emissions generated 2016 2017 2018 Units Total CO₂ emitted 128,855 122,703 112,144 Tons Direct emissions of CO2 eq (scope 1) 1,314 Indirect emissions of CO, (scope 2) 117,838 881 111,223 1,161 Tons 94,547 Tons Indirect emissions of CO2 (scope 3) 9,686.15 10,599 16,436 Tons Tons/ Total CO2 per employee 2.87 2.76 2.46 occupant *Total CO2 emissions are calculated by adding scope 1 (fossil fuels), scope 2 (electricity) and scope 3 (air travel) emissions. **The conversion factors of the International Energy Agency (IEA) were used to calculate scope 2 emissions, while those of the Department of Environment, Food and Rural Affairs (DEFRA) were used to calculate scope 1 and 3 emissions. Scope: BBVA Bancomer Financial Group. 1. Total number of employees means the average number of employees of the BBVA Bancomer Financial Group, plus the average number of external personnel present in the Bank's buildings and branches in 2018. 2. In 2018, the average number of employees totaled 37,177, plus an average of 8,355 external employees, making a total of 45,532. 3. Figures at close of 2018. 4. Volume of emissions verified by KPMG Spain. Km. traveled by plane: 2016 2017 2018 Unit Journeys less than 500 km 4,591,489 Journeys between 500 and 22,056,761 947,602 16,826,091 6,522,604 km 26,068,301 km 1600 km Journeys exceeding 1600 km Total 24,483,086 51,131,336 39,067,562 56,841,255 25,159,809 km 57,750,714 km The total amount of air travel does not include trips made outside the agreement with the supplier. Audiovisual media Audiovisual media is a valuable resource that lets us hold meetings and conferences remotely, thus helping to cut costs and eliminating the impact and emissions that would be generated on having to attend the event in person. These tools are making an increasingly important contribution to reducing the Bank's environmental footprint. Sessions held Connections made Video conferences Rooms equipped with video-conferencing equipment Audio conferences Telepresence WEBEX Scope: Bank headquarters and central offices. 2018 64,265 389,483 2016 2017 2018 16,558 17,889 12,103 178 165 175 21,552 20,656 14,575 12 74 63 63 BBVA Bancomer/2018 Annual Report#65Water GRI 303-1 and 303-3 Water is without doubt one of our most precious resources. Water resources are a critical concern for the future and for the planet's very survival, as the availability of drinking water is directly threatened by the consequences of climate change. BBVA is fully aware of this reality and is strongly committed to the comprehensive and sustainable management of water at all its facilities. Along these lines, it has implemented various programs and management measures to optimize and reduce consumption. Meanwhile, the Bank has implemented mechanisms to ensure that the discharge of water generated at its facilities meets the quality standards required by law. Goals for 2020 3% reduction in water consumption per person. 11% of people located in buildings with alternative water supply sources. Total water consumption Water consumption per employee Scope: BBVA Bancomer Financial Group. 2016 2017 2018 624,359 13.81 731,840 16.44 Unit m³ 471,435 10.35 m³/employee 1. Total number of employees means the average number of employees of the BBVA Bancomer Financial Group, plus the average number of external personnel present in the Bank's buildings and branches in 2018. 2. In 2018, the average number of employees totaled 37,177, plus an average of 8,355 external employees, making a total of 45,532. 3. Figures at close of 2018. 4. The figure for year-end 2018 includes estimated consumption for November and December due to the fact that at the date of the verification we were still receiving consumption statements as the information was provided every two months. 5. Annual water consumption at BBVA Bancomer's buildings and facilities does not take into account certain locations with unknown levels of water consumption, partly because the cost is included in the rent for the building. At year-end 2018, BBVA Bancomer had a total of 2,172 real estate assets. However, of this total number, 136 accounts include water consumption as part of the general maintenance fee while 205 are paid directly by the owner of the property, meaning a certain percentage of total water consumption cannot be reliably quantified or estimated. 6. Migrate the calculation methodology from the one set out in the 2017 Annual Report so as to bring it in line with the guidelines of BBVA Global. The total saving in water consumption in 2018 versus 2017 was enough to fill over 100 Olympic-size swimming pools. Water consumption initiatives Corporate buildings The corporate headquarters (Torre Bancomer, Parques Bancomer and the Data Center (DC)) are capable of recycling both rainwater and waste water. We use the treated water in: WCs, cooling towers, water mirrors and gardening. We installed low consumption bathroom fittings and accessories, saving 20% in consumption of treated water. 64 In 2018, the Bank treated a total of 44,507 m³ of water. Branches Pure Water / Cero Garrafones (Zero Water Bottles) In all branches of BBVA Bancomer, it was decided to change water bottles with filters and help to bring down the use of plastic bottles. Potability tests are run each month and a total of 710 water filters were installed across the nation in 2018, bringing the total to 2,198 filters. The Bank is now no longer reliant on large plastic water bottles. BBVA Bancomer/2018 Annual Report#66Paper and waste GRI 301-1 and 306-2 Paper consumption As part of its commitment to reducing its environmental footprint, the Bank has implemented strategies to reduce paper consumption and manage the resource more efficiently, such as printing only when strictly necessary and ensuring that all paper suppliers adopt good sustainability practices. Objectives to be met by 2020 23% reduction in paper consumption per person. 29% of occupants of buildings to have sorted waste collection. • • Total paper consumption Total paper consumption per employee Scope: BBVA Bancomer Financial Group. 2016 2017 2018 Unit 1,769,841 2,480,687 1,662,173 kg 39.17 55.72 36.51 kg/employee 1. Total number of employees means the average number of employees of the BBVA Bancomer Financial Group, plus the average number of external personnel present in the Bank's buildings and branches in 2018. 2. In 2018, the average number of employees totaled 37,177, plus an average of 8,355 external employees, making a total of 45,532. 3. Figures at close of 2018. 4. The total paper reported is considered bond paper and paper used for bank marketing/advertising activities. It does not include other types of paper such as paper used for financial statements, credit card envelopes, or stickers (internal programs). Waste managed Non-hazardous waste Hazardous waste Scope: BBVA Bancomer Financial Group. 1. Figures at close of 2018. 2016 2017 954,115 6,085 954,115 6,085 2018 Unit 1,137,588 kg 16,202 kg 2. The only hazardous waste is generated at the Bank's head offices in Torre Reforma, Parques Polanco, the Data Center and Tecnoparque. 3. Non-hazardous waste includes only non-organic, organic, paper, cardboard, PET, aluminum, glass, special and technology waste. Extended commitment In 2018, the Bank launched various campaigns and relied on newsletters and communication channels to raise employee awareness of important issues such as recycling, waste management and the need to save water and energy, among others. Through these actions it is aiming to reduce its environmental footprint by not just upholding but extending its commitment to a more sustainable world. Target 2020 Generate awareness campaigns among employees and suppliers. Aside from these awareness-raising campaigns, an online course was implemented through the BBVA Campus with the aim of informing and training all its employees on environmental issues, ISO 14001 and BBVA's environmental policy. The reduction in paper consumption in 2018 was enough to prevent the logging of some 90 adult trees. Waste Proper waste management is of paramount importance to BBVA Bancomer. The Bank considers the separation, accounting, use and proper channeling of waste to be a key priority. The main types of waste generated by the Bank are paper and electronic devices, which have a high potential for recycling and reuse. BBVA Bancomer seeks out strategic suppliers to improve its recycling options and thus lessen the Bank's environmental footprint. 55 65 BBVA Bancomer/2018 Annual Report#67Suppliers and responsible procurement GRI 102-9 Extending sustainability and best practices through its value chain is fundamental to BBVA Bancomer as a means of generating decent work and economic growth. Its suppliers are not only a valued stakeholder, but also a key part of the Bank's business model. 8 DECENT WORK AND ECONOMIC GROWTH Promoting inclusive and sustainable economic growth, full and productive employment and decent work for all. Relations between BBVA Bancomer and its suppliers are governed by: The Code of Conduct approved in 2015. Code of Ethics for Suppliers. Responsible Procurement Policy. • Corporate Rules for the Procurement of Goods and Contracting of Services. BBVA Bancomer has drawn up a Code of Ethics for Suppliers, which sets out the principles and values governing relations between suppliers and any BBVA Group company or entity with which they interact. Procurement model The BBVA Group is equipped with a common and homogeneous Global Procurement Processes Model which is applicable in all geographies where it operates. This model covers the end-to-end procurement circuit, from the time an approved annual budget is made until invoices are paid to suppliers. And it is supported by a common technology platform for all countries. 400 Budgeting Identification of the need Management of needs Purchase management Billing and payment Negotiation and Adjudication Operational processes 66 Approval budget investment / expenditure Homologation Orders management Demand management Negotiation and Adjudication Purchase request Hiring Receipt of goods / Acceptance of services Invoice registration and Payment management To find out more the Procurement Model, please visit https://suppliers.bbva.com/como-compra-bbva/. BBVA Bancomer/2018 Annual Report#68Under the supplier approval section of the Procurement Model, suppliers are asked to complete a questionnaire on matters relating to social responsibility. The corporate methodology for addressing reputational issues was also strengthened in 2018, since this is a decisive factor when appraising suppliers. Of the total number of active suppliers in 2018, 96.74% were Mexican, 1.28% were Spanish, 1.18% from the United States and 0.80% from other countries. Increase of 115% in the number of suppliers to have undergone the approval process in comparison with 2017. In keeping with current best industry practices, BBVA Financial Group has set up an electronic communication model with its suppliers to provide comprehensive management of the procurement cycle through the "Adquira" platform, which is integrated in the Global Procurement System (GPS) technology. The use of this portal is key for BBVA to achieve improvements to internal control of expenses, streamlining traceability, operation transparency, flexibility and meeting Supplier payment deadlines. The GPS supports every stage of the procurement process at the BBVA Group, from approval of the budget through to registration and accounting of invoices. Supplier approval The supplier approval process is essentially a review, conducted in accordance with internal rules and regulations, that suppliers of goods and/or services to BBVA Bancomer must undergo, based on the following segmentation: 1. The supplier's level of annual expense, using as a reference the billing with the supplier and/or the amount of contracts awarded or expected to be awarded. 2. The potential impact on the business of the services and/or products to be delivered by the supplier. 3. In new negotiations between suppliers and the Bank, where the relationship has already reached at least two years. The following points are checked as part of this process: 510 $ B 0000 Legal Financial Tax Labor Reputational Technical Regulatroy Internal control Corporate Social Responsibility (CSR) 67 Of total suppliers that underwent the approval process in 2017, 97% were approved.#69In 2018, the Bank arranged the services of five certifying entities to carry out reviews of suppliers and to verify that they meet regulatory approval criteria. Supplier approval Number of suppliers who have undergone the approval process Supplier approval 2015 2016 2017 2018 B Number of suppliers to have undergone the approval process 627 658 849 1,829** B 849 Number of approved suppliers 493 340 579 1,760 B 658 Percentage of purchases from suppliers who 45% 44% 67%* 88% underwent the approval process B 627 Number of suppliers who failed the approval 35 108 213 69 process Number of approved suppliers Number of suppliers who ended up without N/A N/A 57 N/A status during the approval process B Number of suppliers approved, but made subject to N/A N/A 19 107 a remediation plan during the approval process B 579 All active suppliers at BBVA Bancomer Group level 6,136* 6,722 B 340 *Figures at November 2017. B 493 **Includes the number of approved suppliers and the number of suppliers who failed the approval process. 68 Number of suppliers who have failed the approval process B 69 B 213 1.829 1,760 B 2018 B 2017 B 2016 B 2015 B 108 B 35 The number of suppliers that failed the approval process was down 67% in comparison with 2017. Increase of 204% in number of approved suppliers versus 2017. BBVA Bancomer/2018 Annual Report#70Supplier quality survey In 2018, we obtained the results of the supplier quality assessment conducted in 2017. This survey measures the degree of supplier satisfaction and is carried out at BBVA Group level. The following conclusions could be drawn from the results: • BBVA Bancomer presents high averages with respect to the Group and the 2015 assessment of BBVA Bancomer. Impressive results for the "General view of the BBVA Group" and "Communication and perception of the Procurement Department" segments. •Focusing on "General view of the BBVA Group", the score obtained under "BBVA Group has impressed me as a company" was a particular highlight. Under "Communication and perception of the Procurement Department", positive scores were awarded in relation to professional respect. Supplier mailbox The following mailbox has been set up to report any action or situation relating to BBVA that may violate applicable law or breach the standards set out in the Code of Ethics for Suppliers: [email protected] Goals for 2019 Increase the number of suppliers to be reviewed and approved in comparison with 2018. Increase the number of certification bodies used for the reviews. Suppliers Portal: https://suppliers.bbva.com/compras-responsables/ Code of Conduct: https://storage.googleapis.com/bbva-suppliers.appspot.com/Codigo-de-conducta.pdf Code of Ethics for Suppliers: https://storage.googleapis.com/bbva-suppliers.appspot.com/Codigo-etico-de-proveedores.pdf Responsible Procurement Policy: https://storage.googleapis.com/bbva-suppliers.appspot.com/Politica-compras- responsable.pdf PPP Principles governing relations with suppliers: https://storage.googleapis.com/bbva-suppliers.appspot.com/Principios- IPA-relacion-con-proveedores.pdf 69#71Investment in the community Our commitment to Mexico BBVA Bancomer Financial Group is aware that its position in society comes with opportunities and responsibilities. In other words, it must do business while complying with national laws and international standards, while also delivering on its values and strategic priorities.#72Investment in the community The Bank carries out financing projects with a high social impact, creating products that aid and promote social programs, improve financial inclusion and generate a positive impact on the communities in which it operates. The aim is also to aid in the development of the financial skills that will allow people to make informed decisions, thus improving their financial well-being and making them more aware of the risks and opportunities that exist. Financial Inclusion GRI FS13, FS14 The Bank is continuously improving its Financial Inclusion strategy to help Mexican society develop through financial literacy and other social education programs. They help users make informed decisions to improve their financial well-being and make them more aware of the risks and opportunities that exist, ultimately helping to achieve various SDGs: NO 1 POVERTY . End poverty in all its forms everywhere. 8 DECENT WORK AND ECONOMIC GROWTH Promoting inclusive and sustainable economic growth, full and productive employment and decent work for all. The model, as applied in Mexico, is based on: Q € Reducing the cost of using financial solutions. > BBVA Bancomer bears the cellular data cost of using its apps. > Reducing transfer costs for cash transactions by providing the broadest network of banking correspondents, who are now present in 1,437 municipalities, 2.5 times the 557 covered by its branch network. These banking correspondents are involved in 14% of total transactions relating to credit card payments, debit card payments and payment of services. > Expanding the scope of mobile telephony operations to cater to needs in relation to payments of services. > Allowing customers to remotely open digital accounts that do not charge commissions, thus boosting digital use. Further exploring and meeting the needs of the financial inclusion segment, by: > Creating digital solutions that promote good savings and financial management habits among customers. > Using Big Data and alternative risk assessment methodologies. > Analyzing recurring payments as assessment parameters. Expanding the support network of banking correspondents. > Greater number of branches. > Broadening the range of payment options for services. INDUSTRY, INNOVATION AND INFRASTRUCTURE Building resilient infrastructure, promoting sustainable industrialization and fostering innovation. REDUCED 10 INEQUALITIES Reduce inequality within and among countries. BBVA Bancomer continues to strengthen its business model in order to promote financial inclusion, reaching out to over 5.9 million active low-income customers (Express segment), who account for roughly 30% of the Bank's active customer base. The financial inclusion model is based on alternative schemes and set-ups to the traditional bank branch, such as digital technologies and banking correspondents. The aim is to offer these customers solutions and products that will help them manage their finances and improve their quality of life. The financial inclusion model of BBVA Bancomer allows, among other benefits, the reduction of transfer costs in the case of cash transactions through the broadest network of banking correspondents with a presence in 1,437 municipalities, 2.5 times the 557 covered by its branch network. 71 BBVA Bancomer/2018 Annual Report#73Ο Main initiatives In pursuing the objectives for 2018, highlights included: • • In 2018, a total 1.02 billion pesos was awarded, mainly relating to consumer loans (33%) and mortgage lending (32%)4. At year-end 2018, clients had used the Apartados app to set aside money from their accounts on no less than 147,000 occasions, bringing the closing balance to 85 million pesos. This functionality aids with the development of lending products and fosters good savings habits5. Short-term loans known as "Salary advances", which are arranged through ATMs and SMS messages, reached a monthly average of 65 thousand placements6. In relation to life insurance, which is also arranged through ATMs, a total of 165,000 policies had been taken out by year-end 20187. The banking penetration of the beneficiaries of the 10 million-plus family remittances arranged through BBVA Bancomer continued to increase during the period. Remittances settled through payments into account climbed from 45% in 2017 to 51% in 20188. New methods were explored in 2018 to make future enhancements to the collection experience of beneficiaries of family remittances. The Bank also continued to work towards solutions that will afford our clients more options when recharging their cell phone, while providing loans and investment products that are better suited to their money management habits, and increasing the range of third- party service payments available through banking correspondents. 4 Data compiled from campaign tables at December 2018. 5 Information obtained from the Apartados table at December 2018. 6 Information obtained from the Loans table at December 2018. 7 Data compiled from insurance tables at December 2018. 8 Figures obtained from BTS at October 2018. Financial literacy (FL) Financial literacy (FL) is one of the strategic priorities of BBVA Bancomer's Responsible Banking Plan. The Banks is using its Global Financial Literacy Plan to help people acquire financial knowledge and skills, thus contributing towards social development. The goal of financial literacy is to enable people to make informed decisions, thus improving their financial well-being and making them more aware of the risks and opportunities that exist. The groups impacted by our Financial Literacy strategy are children, young people, adults, clients, non-clients and entrepreneurs, becoming more a part of the business side. We have a specific approach for each of them. FL focuses on three main segments: $ Financial culture to prepare children and young people for their future. Financial literacy for adults. 72 Training in finances and skills for SMEs. Through these three focal points, FL seeks to have a positive impact on business and on the development and economic future of the country's business fabric. FL is fully aligned with the institutional strategy aimed at digital transformation, and its work therefore focuses on developing digital products and content. To achieve this, the initiative has partnered up with the different business areas to help ensure that these initiatives also promote the use of the digital tools and products developed by the Bank. As part of the Bank's ongoing digital transformation, the FL department was restructured in 2018 to group its programs into four main categories: • • Face-to-face: sessions delivered by a facilitator or trainer. Digital: financial literacy through the Bank's apps or digital products, or through the portal www. educacionfinancierabancomer.com. Special programs: agreements with universities or institutions. Coaching: financial advice provided over the phone. BBVA Bancomer/2018 Annual Report#74Market Following the new restructuring of the department, impact indicators will be used to track and monitor the performance of the programs, along with the progress made in transforming fixed classrooms into digital spaces to improve the experience of users (beneficiaries). • • ⚫ BBVA Bancomer Financial Literacy - Face-to-face and online: In-person and remote workshops delivered by an instructor, whether via mobile classrooms, digital spaces, traditional classrooms or online. For more information, please visit https://www.educacionfinancierabancomer.com/Espacios Digitales https://www.educacionfinancierabancomer.com/Movil https://www.educacionfinancierabancomer.com/talleres BBVA Bancomer Financial Literacy - Coaching: Financial guidance and coaching provided over the phone. For more information, please visit https://www.educacionfinancierabancomer.com/Coaching Financiero BBVA Bancomer Financial Literacy - Digital: This aspect focuses on solutions for clients. It includes videos, infographs, tips, definitions, advice and support. The information is available on the various apps (such as BBVA Wallet and BMóvil) that BBVA Bancomer offers customers. Results Websites In a bid to improve financial literacy, BBVA Bancomer has made the following two sites available to children, young people, adults and SMEs: 1. https://www.bancomer.com/ > Site included on the Bank's main portal, offering useful information on financial literacy. 239,000 visits and 77 notes/ articles published in 2018. 2. https://www.educacionfinancierabancomer.com/ > Site providing tips, articles, videos, calculators, simulators, free face-to-face or online workshops on savings, loans and other forms of borrowing, and much more. 1,073,543 visits, 88 notes/articles published and 1,089 newsletter subscriptions in 2018. BBVA Bancomer Financial Literacy Number of beneficiaries* Number of participants** Face-to-face Online Coaching Number of workshops Number of website visits delivered Universities 1,030 face-to- face workshops 30,126 52,930 2,949 19,534 simulators 19,136 digital spaces 1,990 3,320 3,943 3,373 3,943 11,665 N/A 22,072 KidZania In partnership with different universities across the country, the program allows young people pursuing a degree to complete their social service by giving workshops on financial literacy. 17,483 beneficiaries and 988 face-to-face workshops held in 2018. *The beneficiary is the person who takes part in the activity being offered. For online activities, it means the person who completes the workshop. **Since a beneficiary can take part in more than one workshop, we count the total number of participants in the program. For instance, if a person took part in two workshops, one on savings and the other on borrowing, we count one beneficiary and two participants. Theme park at which children can have fun while pretending to be adults. The initiative gets kids to role-play different job positions, allowing them to build their skills and increasing their financial literacy in a fun and entertaining way. 515,698 beneficiaries. 73 Only children over three years of age are considered. Additionally, in order to quantify the total number of people, in Monterrey and Santa Fe, only the "check exchange" participation is considered, since for mechanics of the park, the majority of children must go to this activity. In Cuicuilco, the activity of "firefighters" is the one that has the most participation and by not having "check exchange" activity, it is the one that is considered to quantify the figures. BBVA Bancomer/2018 Annual Report#75Liga Bancomer Sub 13 The MX League and BBVA Bancomer have been promoting financial literacy in the under 13, under 15 and under 17 national teams, showing children and youngsters from all clubs the importance of financial training from an early age and providing them with the tools needed to become consistent savers, responsible borrowers and prudent investors. 948 participants. National Financial Literacy Week The event was held in October 2018, targeting young people aged 12 to 18. BBVA Bancomer was involved in the initiative and registered a total of 856 participants. The Bank's activities included: . • • Stands featuring savings and credit card simulators displayed on digital screens. Digital boardgames for children, with questions on savings and targets. Levanta & Aprende ("Get Up & Learn") videowall on digital banking, credit cards and payment dates. 856 participants. National Entrepreneurs Week - Semana Nacional del Emprendedor (SNE) BBVA Bancomer took part in SNE, which is widely seen as Mexico's most important event for business and entrepreneurship. From September 10-14, 2018, the Bank organized various workshops, talks and information stands, attracting a total of 880 participants. 880 participants. Game Jam On October 12, 13 and 14, 2018, BBVA Bancomer created a workspace, camp, and connectivity, food and services area at which 40 participants were to develop the best innovative idea during 58 hours of non-stop work. The aim was to create an innovative idea for the development of the first BBVA Bancomer video game, in which young people can discover and learn more about financial literacy in the realm of investment and/or credit cards. The winning team was handed a prize of 100,000.00 pesos. 40 participants. 74 14#76Social programs GRI 103-1, 103-2 and 103-3 Over the last 12 years, BBVA Bancomer has been working alongside the Mexican government in creating a robust strategy for apportioning funds under various social programs to the relevant beneficiaries. This has been achieved through a broad and extensive infrastructure that provides significant coverage and outreach, and with rules and procedures in place to ensure the transparency of the process. When it comes to managing social programs, BBVA Bancomer has to provide service to the many people who receive aid from the federal, central and municipal government. Under these programs, social aid is paid into the beneficiary's bank account, whereupon the funds can be drawn using the associated debit card. The two departments that BBVA Bancomer serves and that have the largest number of beneficiaries under social programs are the Secretariat of Agriculture, Stockbreeding, Rural Development, Fishing and Food ("SAGARPA", now known as "SADER")-responsible for channeling federal resources into rural development across Mexico- and the Secretariat of Social Development ("SEDESOL", now the Secretariat of Welfare) -tasked with administering federal support for elderly citizens aged over 65- followed by the support program for students from Mexico City who are enrolled at public high schools, known as "Prepa Sí". A total of 246 workshops were held in 2018, benefitting 20,291 people. To provide products and services that generate positive benefits for recipients of government aid, BBVA Bancomer is looking to incorporate more initiatives that will contribute towards this objective. A prime example here is the creation of digital platforms intended for younger people, granting them access to all the benefits and aid. Target 2019 The enormous benefits and huge potential of the digital era, which will see BBVA BANCOMER spearheading innovation within our country's financial market, will lay the foundations for promoting the digitalization of social programs from 2019 onward, in line with the federal government's financial inclusion strategy. BBVA VISA Replacing expired debit cards In 2018, the Bank continued to offer card renewal services in areas accessible to beneficiaries, without forcing them to travel to cities or municipal capitals to change their cards. Program # Cards renewed in 2018 SAGARPA SEDESOL 53,434 30,316 9 This means renewals due to debit card expiration, confirmed through the Bank's system. Effectiveness ratio⁹ (%) 99% 98% Financial literacy "learning pills" for beneficiaries of social programs As an important complement to the programs, beneficiaries can attend financial literacy workshops to receive information on savings, life insurance and other useful subjects. The following subjects are addressed: • Saving Debit card • Life insurance Use of digital channels • Secure use of digital channels 15 75 BBVA Bancomer/2018 Annual Report#77The community GRI 103-1, 103-2, 103-3 and 413-1 The community programs and initiatives of BBVA Bancomer and the BBVA Bancomer Foundation are educational, cultural, social and environmental and aim to foster and promote a sustainable Mexican community in which peace and justice prevail. The programs and initiatives pursue gender equality and quality education and aim to end poverty in Mexico, support those communities most in need through community-building programs and environmental protection initiatives. BBVA Bancomer is constantly supporting Mexican society and the environment as part of its Responsible Banking strategy and its firm adherence to the SDGs. 1 NOV POVERTY QUALITY 4 EDUCATION GENDER 5 EQUALITY 11 SUSTAINABLE CITIES AND COMMUNITIES LIFE 15 ON LAND 16 PEACE, JUSTICE AND STRONG INSTITUTIONS End poverty in all its forms everywhere. Ensure inclusive and equitable quality education and promote lifelong learning opportunities for all. Achieve gender equality and empower all women and girls. Make cities and human settlements inclusive, safe, resilient and sustainable. Sustainably manage forests, combat desertification, and halt and reverse land degradation and halt biodiversity loss. Promote fair, peaceful and inclusive societies. BBVA Bancomer Foundation Fundación BBVA Bancomer A.C. is a foundation that breaths life into the action initiatives of BBVA Bancomer by supporting education, culture and humanitarian initiatives in the wake of natural disasters. Investment in social programs Over the last 12 years, upwards of 4.8 billion pesos have been channeled into social responsibility actions in the following areas: • Educational grants Strategic partnerships and schools Cultural outreach From 2019 onward, investment to promote education and culture in Mexico will be doubled*. BBVA Bancomer Grants Program Education is a fundamental factor that can change our life. Since 2002, the BBVA Bancomer Foundation has been supporting talented young people with financial difficulties, recognizing that education is the best vehicle for achieving well-being and social mobility. The aim of the program is to provide comprehensive support to grant holders by accompanying them through their education and training process, from secondary school all the way through to university. The BBVA Bancomer Foundation's grants program has been steadily growing through various grants sub-programs, such as the Children's Knowledge Olympiad Grants, the Integration Grants and the Adelante con tu Universidad scheme, all of which were merged in late 2018 to form a single national grants program. The support that the Foundation provides to its grant holders includes a mentoring program that relies on the Bank's own employees and collaborators. To date, more than 2,200 mentors have joined up. Alliances have also been forged with different educational institutions (universities). *Includes investment in financial literacy At BBVA Bancomer Foundation, the aim is to have a positive impact on society. 76 176 BBVA Bancomer/2018 Annual Report#78No. of direct beneficiaries* Name of grant Olimpiada del Conocimiento Infantil (Children's Knowledge Olympics) Description 2018 The Foundation rewards high academic performance and, in conjunction with the Mexican Department of Education, it awards grants to young people who achieve the best results nationwide at the Children's Knowledge Olympics. 3,055 "Por los que se quedan" (For those left behind) Integration Scholarships Support for young people in Mexico whose family members have migrated. 15,550 Adelante Scholarships The aim is to help young people continue with their medium-to higher-level education. 11,973 A total of nine schools had already been delivered by the end of 2018, benefitting over 4,000 students*. Adelante con tu Universidad Focuses on the best performing students from previous programs so that they can continue with their university studies. *The number of beneficiaries means the number of active grant holders at the start of the 2018-2019 academic year. 1,737 In 16 years, a total of 278,000 grants have been awarded. With investment in the years to come expected to rise, by 2023 the BBVA Bancomer Foundation will have contributed a further 6 billion pesos at least, and awarded more than 500,000 grants in total. Rebuilding of schools In the wake of the 2017 earthquakes, the BBVA Bancomer Foundation began work on the reconstruction of schools through its "BBVA Bancomer School" project, which seeks to improve and strengthen school infrastructure. The funds used to rebuild the schools were raised via a joint donation of 180 million pesos from BBVA Bancomer and the BBVA Group, which was intended as seed capital. This fund has increased further thanks to the contributions received from customers, support boards, companies and foundations. Over the first six-year horizon through to 2023, the aim is to benefit over 31,000 pupils directly. Cultural promotion The Cultural Outreach department seeks to showcase Mexico's cultural heritage by designing and promoting artistic programs and initiatives. The programs seek to celebrate and promote art by offering various forms of support to artists in partnership with various institutions. The programs offer financial incentives, guidance and support in attending workshops, among other benefits. During 2018, work continued on Proyecto Bi, the Arte Carrillo Gil Museum and the Hazlo en Cortometraje competition. Other initiatives in 2018 included the Conservation and Restoration Program for the BBVA Bancomer Art Collection (with 120 works restored and 114 frame changes), the Immersion Laboratory in partnership with the Secretariat of Culture of the Federal Government for the production and exhibition of pieces in virtual reality, as well as support for various exhibitions. To find out more about the BBVA Bancomer Foundation, visit its official website. Official website: https://www.fundacionbbvabancomer.org/ 16 initiatives supported by Proyecto Bi in 2018. 10 artists supported through the Bancomer-Carrillo Gil Art Museum Program over the 2018-2020 period. 48 beneficiaries of the "Hazlo en cortometraje" ("Do it in a short film") university competition in 2018. D * Figures at the end of November 2018. 77#79Momentum BBVA BBVA Momentum is Mexico's largest business accelerator for social and environmental entrepreneurs, supporting their growth and providing training, mentoring, networking, visibility and financing of projects that bravely tackle social and environmental problems. In 2018, BBVA Bancomer hosted the sixth edition of the program, which proved to be hugely successful, attracting more applications than a year earlier. In late 2018, Social Investment Day was carried out at Torre Bancomer in Mexico City. The 40 most enterprising projects of the program (20 more than the number presented in 2017) presented their business plans to Bank officers, special guests and renowned entrepreneurs and business owners in Mexico. For more information, be sure to visit the YouTube channel of BBVA Momentum by clicking here: https://www.youtube.com/ channel/UCnOoOvyQ4fg-fzqt3XwEOTg PRODUCTOS DE ALTO IMPACTO SOCIALate 2018 BBVA Momentum busca emprendedores sociales mexicanos para su edición 2018 Goals for 2019 Maintain the level of growth and levels of response to the call for proposals. • Improve the content of training courses and initiatives. Foster the customer experience for entrepreneurs who use Bank products in their venture. For more information, please visit: https://www.bbva.com/es/bbva-momentum-busca-emprendedores-sociales-mexicanos- edicion-2018/ For the third straight year in 2018, the initiative awarded aid to 100 enterprising social and environmental ventures, of which 20 went on take part in the global BBVA Momentum program. These 20 beneficiaries received online training from the prestigious IE Business School, in partnership with the EGADE Business School. For four months, the entrepreneurs developed the skills and abilities needed to ramp up their businesses and generate a greater impact on the social and environmental issues raised. The other 80 entrepreneurs received online training from the Monterrey Technological University, along with acceleration programs delivered by New Ventures. For further information, please visit: https://www.bbva.com/es/momentum-bbva-bancomer- impulsara-100-emprendimientos-sociales-2018/ Urban improvement Mejora Urbana Bancomer is a program that believes strongly in being a good neighbor and in maintaining strong and healthy ties with the local community. It looks to recover spaces and generate valuable activities for communities located near to the corporate headquarters. In 2018, different cultural, social and educational activities were carried out (including yoga classes, workshops on photography, dance and hydroponics, among other subjects) and digital experiences. BBVA Bancomer is now looking to get more third-party companies and entities involved (civil society organizations, authorities, the community and other companies), which will hopefully want to help with the recovery and improvement of urban spaces. Key projects here include Sumando esfuerzos (Teaming up). For the sixth edition of BBVA Momentum, over 54 million pesos in funding was approved for the entrepreneurs. 78 For more information on the project, be sure to visit http://sumandoesfuerzos.mx In 2018, a total of 13,242 participants were registered at the two main sites of the project. BBVA Bancomer/2018 Annual Report#80Mejora mutualista (Community Improvement) The BBVA Bancomer Community Improvement program has been going for seven years and is a prime example of the Bank's responsible business activities. Its mission is to help recover the social, financial and urban environment in parts of the country that have been abandoned or neglected. This idea came about because BBVA Bancomer felt it needed to do more for the community, as part of its social responsibility, given the rising the number of defaults on mortgage loans and foreclosures of homes in certain developments; events that caused a downward spiral in three areas: urban degradation, financial deterioration and the breaking down of communities and the social fabric. When this comprehensive recovery program was launched, the Bank contacted families who were having to give up their homes, offering them a product to resolve their mortgage woes while also rebuilding the social fabric through neighborhood organization, clean-up days, financial literacy and crime prevention methods, among other actions. Work in 2018 Work was carried out at seven urban subdivisions in Tijuana, Baja California: Santa Fe Quinta Sección Cañadas del Florido Residencial del Bosque Riberas del Bosque El Refugio Quintas Campestre El Refugio El Dorado A total of 3,800 homes and 15,200 inhabitants benefitted from the improvements carried out at these seven subdivisions. Recovery of homes in Tijuana: before-after Results $ Social recovery 52 neighborhood committees set up, enabled and registered within the city, as well as 34 children's committees, 557 workshops on financial literacy, 172 clean-up days in both private and public areas and 160 plastic arts workshops. Financial recovery Volunteer work In 2018, volunteer work focused on three types of activity to support different segments of the community: Environmental volunteer work Volunteer work: reconstruction Association-led volunteer work Environmental volunteer work Employees eagerly await our environmental volunteering day each year, which focuses on reforestation. As a further illustration of the Bank's desire of being a good neighbor, a reforestation activity was carried out on September 29 in the Chapultepec Forest for the second straight year. Six hundred and ninety-one employees took part in the volunteering initiative by helping to plant green zones with 4,800 local plants native to Chapultepec, such as agapanthus, clivia and acanthus. Meanwhile, painting activities were held in the surrounding area and soil decompaction work was carried out in the Chapultepec Forest. Another reforestation activity was carried out to preserve the Desierto de los Leones natural protected area surrounding Mexico City, where 426 volunteers took part by planting 2,390 oak trees. Area Chapultepec Forest Desierto de los Leones Total Number of volunteers 691 426 1,117 NPL portfolio down from 26% to 22% and the loan-to-value ratio from 104% to 82%. Housing stock held by the Bank down from 399 to 336. Recovery of the urban environment BBVA Bancomer invested a total of 1.6 million pesos, benefitting 3,800 families, while strategic allies made in-kind contributions worth 35.2 million pesos, mainly through the repair of public services. 19 79 BBVA Bancomer/2018 Annual Report#81For the third straight year, the Bank undertook reforestation activities within the interior of the country, with a considerable increase in the number of cities involved when compared with 2017. Reforestation activities were carried out in the following cities: City Aguascalientes Cancún Cuernavaca State of Mexico Merida Saltillo San Luis Potosí Zacatecas Total Number of volunteers 93 68 88 87 91 134 71 135 767 A total of 9,900 trees and shrubs were planted, including mesquites, pepper trees and huisaches, among others. Volunteer work: reconstruction Reconstruction volunteer work seeks to improve the condition and quality of schools in certain local communities, making the building structure safer for children. Between 7-8 September, 2018, reconstruction volunteering had a positive impact in three states of Mexico, namely Morelos, Puebla and the State of Mexico. The three states staged volunteering events in which 197 volunteers took part by painting schools, cleaning gardens and planting flowers in schools and public spaces, among other activities. Association-led volunteer work For the first time in 2018, the Bank took part in a volunteering event organized and promoted by the Mexican Bankers Association (ABM), which took place from May 18-27. The Bank was present at two days held in Atlixco, Puebla, with 46 volunteers, and in Tijuana, Baja California, with 35 volunteers. A total of 81 Bank volunteers took part in the events by carrying out cleaning and social harmony activities across the community.#82Responsible commitment me to employees e 14 The Best team BBVA Bancomer believes building a diverse and inclusive workforce aligned with the organization's values represents an essential aspect of its business strategy. Just as the Bank is committed to developing an optimal customer experience, it also strives to attract, develop, motivate and retain the finest human talent.#83Responsible commitment to employees BBVA Bancomer continuously fosters the professional and personal growth of all employees, creating a modern and fresh working culture that is ready to respond to the growing needs of its customers. The BBVA Bancomer team Employees GRI 102-7,102-8, 102-41, 103-1, 103-2, 103-3 401-1, 401-3 and 405-1 Employee profile Women Men Workforce by age and gender 2016 2017 2018 Gender 20,433 54% 20,171 54% 19,565 53% 17,406 46% 17,496 46% 17,272 47% Total number of employees 37,839 37,667 36,837 Age 11% 10% 11% 74% 75% 75% > 45 15% 15% 14% Guarantee a healthy life and promote well-being for everyone, regardless of age. Scope: BBVA Bancomer Financial Group. Year after year, BBVA Bancomer works tirelessly to improve its training, health and safety, diversity, inclusion, gender equality and work climate programs to respond to the needs of its employees, create an inclusive environment and aid in the professional and personal development of each and every one of them. 3 GOOD HEALTH AND WELL-BEING <25 25-45 GENDER 5 EQUALITY Achieve gender equality and empower all women and girls. 8 DECENT WORK AND ECONOMIC GROWTH Promoting inclusive and sustainable economic growth, full and productive employment and decent work for all. At year-end 2018, the Bank's workforce comprised a total of 36,837 employees, 53% of whom were women. Of BBVA Bancomer's total workforce, 75% are aged between 25 and 45. Total number of employees, 2018-2016 B 2018 B 2017 B 2016 36,837 37,667 37,839 32 82 BBVA Bancomer/2018 Annual Report#84Workforce by gender 2018 53% 47% C Workforce by age 2018 75% 14% 11% C B Women B Men B <25 B 25-45 B >45 83#852016 Men Women 2017 2018 Men Women Men Women 2017 Men Women 2018 Men Women Workforce by contract and gender New hires* Permanent contract 15,798 Temporary contract 1,744 18,368 1,908 15,662 1,816 18,409 15,583 17,882 < 25 1,147 1,456 1,612 1,940 1,747 1,689 1,683 25-45 1,887 1,735 2,538 2,517 Workforce by work schedule and gender > 45 60 25 56 26 Full time Part time 17,328 19,804 214 472 17,306 19,737 172 419 17,253 19 19,551 Total 6,310 8,689 14 Contract terminations <25 Scope: BBVA Bancomer Financial Group. 25-45 > 45 Employee category 2016 2017 2018 Total Men Women Men Women 55 5 50 by gender Position Management committee and corporate directors Senior Management 184 35 145 31 131 29 Employee turnover by age and gender* Middle management 2,729 1,706 2,838 1,833 3,290 2,205 Men Specialists 3,239 2,978 3,329 2,997 3,017 2,997 Women Sales force 6,126 6,174 5,937 5,903 5,743 6,050 0-25 years-old Entry-level positions 5,227 9,381 5,197 9,402 5,046 8,299 25-45 years-old Over 45 years-old Scope: BBVA Bancomer Financial Group. GRI 102-48 472 2,227 625 563 655 2,213 2,309 520 326 366 6,383 2,432 305 6,630 Men Women GRI 102-48 *The calculation methodology has changed from the one used in the 2017 Annual Report. Scope: BBVA Bancomer Financial Group. 45 5 2017 2018 19% 19% 16% 18% 31% 33% 17% 18% 13% 11% Employees unionized Men Women Total Scope: BBVA Bancomer Financial Group. *The calculation methodology has changed from the one used in the 2017 Annual Report. Scope: BBVA Bancomer Financial Group. 2016 2017 2018 4,186 4,051 4,533 7,894 7,863 7,704 Level of absenteeism 12,080 11,914 12,237 Employees Days 84 Scope: BBVA Bancomer Financial Group. 2016 2017 2018 9,942 172,449 9,594 192,875 8,661 177,759 Levels of reinstatement following maternity leave 2016 2017 2018 Maternity leave 1,004 1,023 1,007 Number of leaves covered 92 117 174 Number of women reinstated 856 901 833 At present, the Bank does not have a database to capture and monitor absenteeism due to paternity. Scope: BBVA Bancomer Financial Group. BBVA Bancomer/2018 Annual Report#86Attracting talent GRI 103-1, 103-2 and 103-3 Attracting new talent is a key priority to: Create a unique experience for BBVA Bancomer customers. To bring the age of opportunity to everyone. Remain the leading bank in the digital transformation. BBVA Bancomer wishes to be close to young people and their universities, helping them with their training, unlocking their talent and supporting them when they land their first jobs. Ties with universities In 2018 several initiatives were run at various universities around the country to put BBVA Bancomer forward as an attractive employer for the emerging generations. Partnerships between the Bank and universities saw several programs implemented, including university chairs, job shadowing (spending a day as a director), ambassador schemes and recruitment fairs. Thanks to these actions, the Bank managed to recruit over 280 students to its various young talent programs (Internships, Jr Trainees, Business Banking Graduates and Trainees). Young Talent Programs Internships Program The program is aimed mainly at students in their final year of studies. It targets young people interested in enhancing their career prospects and acquiring professional experience by taking part in a specific project for six months. The students work 30 hours a week. Jr Trainees Program During this program for new graduates, participants spend time with various managers and face exacting performance assessments to determine whether they are suitable to remain at the Group. Graduates program Setting its sights on new master's graduates, the Bank recruits, trains and aims to retain the finest talent, with a view to nurturing the leaders of the future. 85#87Summer Internship Master's students are offered the chance to take part in a 10-week project at the Bank over the summer to put their learning into practice. Business Banking Trainees Program This program is designed to strengthen the Bank's sales team. The Bank recruited 30 trainees, providing training to them over an entire year before assigning them to sales executive positions. BIT Program Information technology (IT) program lasting 12 months. New graduates in systems engineering, computing, IT, computer science and software can acquire different a variety of qualifications and certifications, including Cloud, Oracle, Mobile, Agile, Python, HTML5, which will ultimately aid towards their professional growth. Ingenium Program Program to seek out specialized analysts for the risks area. The selected professionals undergo a thorough training course in Spain. Data Program Program aimed at young graduates in actuarial sciences, mathematics, economics and computer engineering who are looking to become data scientists and who know how to program in Python, Scala, Spark and HTML5. Awards Thanks to the Bank's numerous partnerships with universities, in 2018 the Bank was named in two of the largest and most important studies carried out in Mexico, ranking us among the top ten companies at which young graduates want to work. The companies that awarded us this recognition are Universum and CIA de Talentos. Universum Universum is the strategic partner of some of the world's biggest names, helping them build a successful employer brand. It currently works with over 2,000 clients, many of them Fortune 500 Companies, and been carrying out market studies focused on human resources for 25 years. It conducts an annual survey to determine who the best employers are across the world. In Mexico, more than 139 educational institutions and upwards of 31,770 students are asked to take part in the survey. In 2018, BBVA Bancomer ranked within the top five and was the only company from the financial sector to make it into the top 10, outranking a number of leading tech companies. https://www. bbva.com/es/bbva-bancomer-quinto-empleador-mas-atractivo-jovenes-segun-universum/ Carrera de los Sueños survey Compañía de Talentos is a company with over 30 years of experience in talent selection and development across Latin America, with presence in Chile, Colombia, Costa Rica, El Salvador, Guatemala, Paraguay, Argentina, Brazil, Peru and Mexico. Each year, Compañía de Talentos polls university students and recent graduates to gauge their perception of the labor market, as well as the top companies at which they would like to work. Upwards of 132,680 people completed the survey across nine different LATAM countries. In Mexico, 9,200 people completed the survey and students and graduates from more than 180 institutions were polled. It is the first time in 10 years that a bank or any company from the financial sector has made it onto the table. BBVA Bancomer was praised for its technological innovation and approach to work. Talent recruitment initiatives BIT Day Congress aimed at engineering students; talks were given on a variety of hot technological topics, including Digital Transformation, Artificial Intelligence and Sales Force. "Talent Pipeline Engineering and UX" This project aims to proactively identify potential talent to create short- and medium-term candidate portfolios. The countries involved include the United States, Colombia, Peru, Spain and Mexico. Monthly and quarterly talent attraction targets have been set. Communities of Experts Each month BBVA Bancomer takes part in communities of technology experts and attends events to attract candidates from those niches. 86 BBVA Bancomer/2018 Annual Report#88Training and talent development GRI 103-1, 103-2, 103-3, 404-1, 404-2, 404-3, 412-2 The Training department natures a continuous learning culture in which professionals are given autonomy to design their training experience and develop new skills. This is achieved through regular, strategic high-impact training to ensure that Bank employees develop and successfully perform their role and that customers end up with a unique experience. BBVA Bancomer has face-to-face and online courses to support the Bank's leaders and employees in learning and honing the skills that each person needs to perform their function/position, while also developing leadership and digital transformation skills. Training strategy Last year was a year of transformation for the Training department, because it implemented a new strategy built around eight pillars to help ensure the comprehensive development of each employee: 1. Regular strategic, high-impact training. Creation of a new training ecosystem that fosters a culture of continuous and collaborative learning, ensuring innovation based on cutting-edge learning trends and methodologies. 2. Skills training. Development of cultural, transversal and leadership skills. 3. Training for the digital transformation. Incorporating new knowledge trends, such as Agile, Design Thinking, Behavioral Economics and Big Data. 4. Technical training. Development plans with targeted content to ensure the successful performance of each role, along with regulatory and institutional courses. 5. Onboarding. Onboarding to make new employees feel at home at the Bank and their new department, offering them a unique experience and enabling them to perform their job productively in as short a time as possible. 6. Language training. Training to help employees learn and practice English. 7. Bancomer University. Academic grants and scholarships to aid employees in their professional development. 8. Dashboard & KPIs. Dashboard & KPIs. Circuit enabling the Bank to measure the impact of its training and analyze and create continuous improvement actions. 87#89Hours of classroom training 820,783 650,293 718,140 Hours of training through CAMPUS BBVA Employees trained In 2018, the Bank reported a total investment of 231.9 million pesos in training programs and an average of 52 hours of training per employee, 56% of which was delivered through the global CAMPUS BBVA platform. B B 2016 2017 2018 Employees trained 37,312 37,364 36,479 B Percentage of employees 98.6% 97.5% 99% trained Total number of courses on N/A 2,173 2,725 B CAMPUS BBVA platform Average score 9 8.4 9.6 B Total investment in training $139,747,208 MXN $161,834,353 MXN $231,954,778 MXN B Training hours Total Training 2016 2017 2018 B Hours of classroom training 718,140 650,293 820,783 B Hours of training through 1,479,780 953,797 1,069,642 CAMPUS BBVA B Total 2,197,920 1,604,090 1,890,425 Average hours per employee 59 37 52 88 1,069,642 953,797 1,479,780 1,890,425 1,604,090 2,197,920 B 2018 B 2017 B 2016 The decline in the number of employees trained and training hours from 2016 to 2017 was due to the process of migrating towards the new training strategy. In 2018, with the strategy fully implemented, an increase of 18% can be observed with respect to the previous year. Training centers Face-to-face training is provided across all of Mexico at the Bank's various training centers: Training center Murano (Mexico City) Toreo (Mexico City) Guadalajara Monterrey Puebla León Tijuana Mérida Number of employees trained - 2017 Number of employees trained - 2018 6,235 13,553 7,504 13,308 988 657 578 325 1,523 550 371 337 491 151 183 629 BBVA Bancomer/2018 Annual Report#90Training hours by general category 32% Anti-corruption training Training hours 19% 18% 13% 7% 6% 3% 2% 0.29% B Legal B Finance B Trading B Skills B Culture B Digital B Engineering B Risks B Languages 2018 Training in information security In 2018, a total of 27,709 employees received training in information security. Training hours Training in human rights Training hours 7,474 hours of training for human rights collaborators in 2018. 1,055 Performance evaluations and professional development In 2018, 89% of the employees received a performance evaluation, the remaining percentage of employees was not eligible for an evaluation by seniority. Onboarding The onboarding process aims to ensure that employees adapt and integrate quickly within the organization and/or to new job positions. When onboarding employees, we rely on the best programs, simulators and expert trainers, both in-house and external, who work to secure optimal performance and productivity from employees in the shortest possible time. The onboarding process is there to ensure that all employees are ready from day one to provide a unique experience to our customers. BBVA Bancomer University In 2018, Bancomer University awarded 474 grants and scholarships, with the figures breaking down as follows: 2017 2018 4,729 190,317 2017 2018 1,932 7,474 89 • • . 11 High school education • 108 Professional development 150 Degree in Administration and Certif. Bancomer 192 Master's degree in Business Administration with TecMilenio University 9 International Masters in Finance 4 MBA Partnerships with universities In 2018, integral partnership agreements were signed with the Monterrey Institute of Technology and Higher Education and TecMilenio University, covering joint action and initiatives in the following areas: training, financial literacy, talent attraction and Bancomer Foundation. An agreement was also signed in the year with Universidad del Valle de México to provide high school, degree and post-graduate training. BBVA Bancomer/2018 Annual Report#91Tech University Tech University is an initiative of the Engineering area. It promotes the specialized technical training of its professionals, helping teams evolve and enabling them to spearhead the digital transformation that BBVA Bancomer is now implementing. Goals for 2019 Undoubtedly 2019 will be a year of great challenges for the Training area, which aims to improve its results through: 1. Create and foster a learning ecosystem in which the employee steers their own development and is given the tools needed to plan and structure the strategic training needed for their development. 2. Consolidate skills programs, technical knowledge and integration of digital transformation skills. 3. Design the onboarding experience for general departments and other areas. 4. Generate an innovative and flexible range of English language training courses. 5. Expand the range of academic courses and events at Bancomer University. 6. Measure the impact of training on key performance indicators of business efficiency. LinkedIn awarded BBVA its "Best Culture of Learning" accolade in 2018. Employee benefits and services GRI 401-2 BBVA Bancomer has set up an employees portal on its Intranet, where employees can consult all the benefits and services the Bank has to offer them. They may also be entitled to benefits and perks when acquiring banking products. These include special terms and conditions on loans, savings and investment products, plus others benefits such as preferential exchange rates and/or lower commissions. Part of the Bank's digital transformation is for the benefit of employees. Relying on BBVA Bancomer's technological infrastructure, tools have been developed so that all employees can access the Bank's benefits and services via their electronic devices. At year-end 2018, the brand new "Promos BBVA Bancomer" platform, and also the "B Promos" in-house app for employees, had a total of 491 active agreements, 113 more than in 2017, and are intended for up to 35,000 employees. Total agreements are classified as follows: . • • 12 categories (well-being, travel, entertainment, etc.). 9 fixed collections (Bancomer products, Happy Birthday, etc.). 2 temporary collections (Buen Fin and Christmas). Aside from the agreements, employees were granted special terms and conditions on widely renowned brands and products in Mexico, including discounts of between 10% and 50%, free shipping and promotional codes. Corporate communications and sales - 2018 Various initiatives were carried out in 2018, notably: • • Limited-run online sales within Mexico for family members of employees, arranged with different suppliers. A nationwide raffle among employees, with the grand prize consisting of a two-day, three-night stay for two at a prestigious hotel. All employees had to do to take part was download the B Promos app. Magazines handed out by floor attendants at the Torre BBVA Bancomer and Torre Parques Polanco head offices for employees who downloaded the app. Using in-house resources to make employees more aware of the various brands and products available through Promos BBVA Bancomer. Facilities and services at corporate offices The Bank's corporate headquarters (Torre BBVA Bancomer, Parques Polanco and the Data Center) feature various added-value services that are there to benefit employees and improve their quality of life, while enhancing the time they spend at our corporate head offices. Notable examples include: 4 + Well-being center Drugstore Shower area Games area 90 41 General canteens *Not all benefits are available at all corporate offices. 41 Shoe repair Laundry Corporate transport BBVA Bancomer/2018 Annual Report#92Remuneration BBVA Bancomer has a value proposition that provides employees with an advanced remuneration system, rooted in the reciprocal generation of value for both employees and the Group. This system reflects the following principles: • • • . Creation of long-term value. Compensation for the achievement of results based on prudent and responsible assumption of risks. Attraction and retention of the best professionals. Compensation for the level of responsibility and professional career history. Internal equity and external competitiveness. Use of market benchmarks through analyses carried out by widely renowned firms that are leaders in the compensation consultancy sector. Ensure transparency in the remuneration policy. Guaranteeing there are no differences in remuneration by gender. Accordingly, total remuneration includes: Fixed remuneration, which is established on the basis of the employee's level of responsibility and professional track record at the Group. A salary benchmark is set for each function, reflecting its value to the organization. This salary benchmark is defined by analyzing internal and external equity and comparing it with the market and best payment practices to become the best company in Mexico when it comes to remuneration practices. Variable remuneration is a key part of the Bank's remuneration policy, as it rewards the creation of value at the Group through each of units that make up BBVA Bancomer. In a nutshell, it rewards individual and team contributions and the value they all contribute to the Group's recurring earnings. Benefits BBVA Bancomer offers employees a number of supplementary benefits and perks to improve their quality of life in all senses and to make it the best company at attracting and retaining the finest talent. The BBVA Bancomer Tower and Parques Polanco have been awarded the "Family Responsible Company" badge from the Secretariat of Labor and Social Welfare. Pensions BBVA Bancomer offers a pension plan to supplement retirement pay under the national social se- curity system, thus helping to improve the quality of life of its employees when they retire. Work climate and engagement Every year the Mexican Secretariat of Labor and Social Welfare awards the "Family Responsible Company" badge to worthy companies, granting recognition to those organizations that make good practices part of their labor culture. Two work centers were awarded this accolade: Torre BBVA Bancomer and Parques BBVA Bancomer in Mexico City. BBVA offers its employees many of these good practices, such as the following: breastfeeding rooms, the well-being center, cafeterias, medical service, staggered timetables, alternative transportation, and many more. 91#93Occupational health and safety GRI 401-2 The health and safety of workers is of paramount importance to BBVA Bancomer. It has therefore assumed firm commitments to guarantee their quality of life through a medical service and insurance policy to cover major medical costs, thus providing all employees with reliable medical support and enabling them to carry out their work with all the health and safety precautions they deserve. The Bank also has on-site medical consultation offices at its various corporate offices: Torre Bancomer: Floor 34 The following health campaigns were carried out in 2018: Date Campaign July 17, 18 and 19, 2018 Vascular Health • Parques Polanco: Floor 14 • • Tecno Parque: Building B, 2nd Floor CPD Lago Esmeralda: Ground floor Numerous health campaigns were carried out in 2018, allowing employees to arrange medical consultations, examinations and studies, as well as health programs and training and awareness activities. 92 92 Target August 7, 8 and 9, 2018 Respiratory Health September 26, 27 and 28, 2018 Cardio-Metabolic October 1, 2018 To conduct a non-invasive diagnosis of blood clots located for the most part in the veins of your leg; a condition that is commonly known as deep vein thrombosis. To detect respiratory diseases To assess and carry out a prompt diagnosis of high levels of lipids, and thus reduce cardiovascular risk and the risk of acute complications. Making specialist consultation units part of Urology and Gynecology the medical support modules. October 11 to 31, 2018 Permanent Cancer Prevention Campaign (nationwide) Face-to-face talks on breast cancer and prostate cancer awareness in Mexico City and six territorial talks further inland. Ad-hoc surveillance of positive cases detected during the cancer prevention campaign. Health communications In October, the Bank set up a space on the Para mí site, where users can post and share health- related topics through different channels (totems and pantry): • News and information on the Cancer Awareness Campaign (breast and prostate cancer). "Floor by floor" awareness campaign for flu vaccinations. Información de la importancia del chequeo médico Recomendaciones para preservar y mantener tu salud Iniciativas para bajar de peso Consejos para mantener un peso sano y preserva tu salud física y emocional Información de como puedo detectar el cáncer Informate sobre como detectar oportunamente algunos tipos de cáncer ent hombres y mujeres BBVA Bancomer/2018 Annual Report#94BBVA Bancomer/2018 Annual Report Occupational health programs carried out in 2018 Vaccination campaigns Flu vaccination, osteoporosis and venous insufficiency campaigns were carried out as part of the Bank's occupational health program. Mexico City: 3,077 doses administered. Outside the capital (6 head offices): 651 doses administered. PATIA test This test was administered to BBVA Bancomer employees from January 20 through to March 20, 2018, and was available in Puebla, León, Tijuana, Veracruz, Hermosillo, Mérida and Querétaro. The PATIA test detects whether employees have a genetic predisposition to developing diabetes. High- risk individuals are then given advice on how to improve their lifestyle. In 2018, a total of 1,556 blood samples were taken from employees. A tu lado (By your side) program This program assists those who are diagnosed with diabetes through the PATIA test. It aims to encourage employees to arrange medical appointments to find out about their health and raise their awareness. They are also offered coaching and the Bank remains in permanent contact with the patient and his/her family. Eye health A total of 414 eyesight tests were carried out among employees, up 15% on 2017. Breastfeeding rooms Breastfeeding rooms became a regulatory requirement in 2018 to ensure that all mothers who needed to use them were effectively able to do so. Workplace Wellness Council-Mexico (WWPC) The aim of the Workplace Wellness Council (WWPC) is to provide innovation, best practices and leadership for firms in Mexico to improve employee health. As part of its commitment to improving the health of BBVA Bancomer employees, the Bank has set up a Wellness Committee, comprising 15 leaders from within the Bank. The committee meets monthly to generate initiatives relating to wellness, health, recreation and occupational safety. For the second year, BBVA Bancomer received the Wellness Award 2018 from WWPC, for its ongoing efforts to improve health and well-being. This year, it climbed further up the table when compared with its standing in 2017. Goals for 2019 • Extend the nutritional awareness program to the head offices. Implement the Comprehensive Health Care Program. Civil Protection BBVA Bancomer has set up a Civilian Protection unit, which sees to it that people are safe and secure when on company premises and facilities. The unit comprises response officers at branches and buildings, together with external personnel. The remit of the Civil Protection unit is nationwide, extending to both branches and corporate offices. All BBVA Bancomer protection officers possess the training legally required by the authorities. This training is given by a certified body and consists of three-hour classroom courses on fire prevention and firefighting, first aid and evacuation procedure. 2018 activities • A total of 1,893 earthquake and fire drills were carried out across all BBVA Bancomer facilities during the period, involving a total of 25,259 people. Awareness raising for all employees on matters relating to protection and safety through digital portals and newsletters. A total of 9,807 hours of training in civil protection delivered to employees. 93#95Diversity, inclusion and fairness GRI 103-1, 103-2, 103-3 and 405-1 BBVA Bancomer supports initiatives that foster equality between men and women. It focuses on the relative value of the job position and the performance of the individual occupying that position, regardless of their gender and always seeking the best talent for the job. Natalia Ortega - GD Audit Blanca Muñoz - GD Risks Mexico Both included on the list of the "100 most powerful women in Mexico" by news magazine Expansión. Women's Day Exclusive event for female university goers, where students from the main universities were invited to spend the day with women leaders from different areas of the Bank, who shared their experiences and stories within the Bank. Maternity-paternity program GRI 401-3 With a view to supporting inclusion and equality within the Bank, a Maternity-Paternity Program has been set up, showing how much BBVA Bancomer cares about the lives of its employees. As part of these parenthood initiatives, the Bank supports its female and male employees upon becoming parents: . A guide is sent out to new mothers and fathers. •Employees are handed a gift pack, containing a rucksack, a breast milk carrier, a changing mat and a foot rest. Preferential treatment in the canteen, with tables clearly labelled for pregnant workers. Preferential parking for mothers. Disabled People (DP) To foster the inclusion of people with disabilities, BBVA Bancomer entered into an agreement with the Secretariat of Public Education whereby young people with intellectual disabilities are able to carry out their work experience at the Bank each year. A total of 13 young people joined the Bank in 2018, effectively making BBVA Bancomer a place at which disabled people can gain valuable work experience. 94#96Activities for employees Friends and family visits Seeking to bolster a sense of pride in belonging, the Group runs programs aimed at engaging friends and family. These include visits by friends and family visits to the Bank's corporate offices on weekends during the month of July, specifically to the Torre BBVA Bancomer and Parques BBVA Bancomer head offices. The employees themselves guide their friends and family members around the offices and key spaces, showing them all the added-value services that make BBVA Bancomer offices such comfortable, safe and efficient working environments, thus showcasing and sharing the Bank's commitment to its own employees and to their family and friends. A total of 74,000 visits took place over the summer of 2018. Summer entrepreneurs Summer entrepreneurs is aimed at the children (aged 17 to 21) of Bank employees. This two- week program is run simultaneously in six Mexican cities. The participants visit corporate offices and take part in educational activities run by the Monterrey Institute of Technology and Higher Education, while familiarizing themselves with the environments where their parents work and encouraging them to feel part of the team. Last year, a total of 198 children of employees took part in the program, 49% of them women and 51% men. Guadalajara: 16 • • • • Mérida: 6 Monterrey: 18 Puebla: 19 Tijuana: 10 Mexico City: 129 The Summer Entrepreneurs program is there to offer the sons/daughters of employees the theoretical and practical tools needed to create a viable preliminary project or idea that will ultimately be productive and/or have a social impact. The aim is to give them tools that will allow them to generate creative solutions to daily problems, just like the projects they are looking to undertake. Values Workshop One of BBVA Bancomer's 2018 corporate culture objectives was to disseminate and raise awareness of its values: The Customer comes first We are one Team We think Big Values Day was held to raise awareness, entrench and experience these values. Employees took part in various activities requiring them to provide solutions to the challenges faced by BBVA Bancomer on the path to accomplishing its objective of cultural transformation and of embedding the values within the organization. The event lasted week and involved a total of 10,659 employees across the country. Ven a comer conmigo (Come have lunch with me) The "Come have lunch with me" program was held on the last Friday of every month over a five- month period. It is aimed at children of employees aged between four and 16. The corporate canteens at Torre BBVA Bancomer and Parques Polanco opened their doors to a total of 347 children, who then had lunch with their mum or dad and had fun in the recreational areas, while discovering where their parents work and spending some quality time with them. Goals for 2019 Promote the subject of gender equality through initiatives to support maternity and paternity. Foster the corporate values through "Values Day", phase two in 2019. 95 Socio-cultural and sports activities Sport is an core element of the culture of BBVA Bancomer and all its employees. With this in mind, numerous activities were carried out in 2018 to aid with the integration and health of the Bank's local communities. BBVA Bancomer/2018 Annual Report#97Banking Games For the tenth straight year, BBVA Bancomer employees achieved great success in swimming, athletics, dancing, triathlon, bowling, basketball and football, among other sports, by winning numerous medals at the event. The Bank supports all of its athletes by providing sportswear, hiring coaches and providing suitable training facilities. However, as part of its inclusive culture, the Bank also supports and encourages the participation of both men and women (60M 40W). In fact, our women employees excelled by winning more medals than their male counterparts. In-house tournaments To help get BBVA Bancomer employees and family members more involved in sport, in-house soccer, volleyball, basketball and bowling tournaments were held throughout the country in 2018, attracting nearly 5,000 participants. Vertical race On March 4, 2018, our first vertical race was held at Torre BBVA Bancomer. The 500 top performers in the BBVA Bancomer Race Track were asked to take part in a challenge at the Bancomer Tower itself, daring them to climb 1,300 steps and 50 floors in what is widely considered to be the world's largest corporate vertical race. The fastest time set was 7 minutes and 38 seconds. BBVA Bancomer Case Operndahes Estimada Claudia: TER CARRERA VERTICAL Torre BBVA Bancomer Pensarings en grande BBVA Bancomer Race Track BBVA Bancomer promotes various initiatives to improve the well-being of its employees and their family members and its Race Track is a prime example of this. Local races are arranged from April onward all through the year, taking in 15 Mexican cities and attracting nearly 26,000 runners. The winning local runners then go to Mexico City to compete in the final. Awards Banking Games 2018: tenth straight win. At year-end 2018, the total number of beneficiaries* of the various social, cultural and sporting activities was as follows: Activity Banking Games - Mexico City Art festival Movie theater passes Race track Geographical diversification Vertical race In-house tournaments Regional Banking Games Special events Recognizing professional achievement Total *The number of beneficiaries includes employees, couples and children. Support 986 300 7,002 25,848 839 500 4,945 571 12,600 5227 58,818 Ponte a prueba y sube los 50 pisos de tu Torre 4 de marzo / 8:30 h. Invita a tus familiares y amigos. Cultural activities • Art festival. • Special events to celebrate Children's Day, Mother's Day and Father's Day, among others. Handing out of movie theater passes. Recognizing professional achievement. Goals for 2019 Continue to take part in the main tournament of the Banking Games. Maximize communication and dialog with our divisional Talent and Culture Business Partners (TCBP) so as to reach out to the largest possible number of employees. 96 BBVA Bancomer / 2018 Annual Report#98CONTACT US Reputation n management me 5 For Ethical principles and values Proper management of reputation, and setting up the necessary controls to ensure that all behavior respects the Bank's core values and principles, remains a key part of BBVA Bancomer's strategy. Achieving and upholding good business reputation is the product of a consistent policy and efficient internal and external communication. 4- Email &e#99Reputation management An important factor to bear in mind when it comes to reputation are stakeholders, such as employees, shareholders and suppliers. BBVA Bancomer is a prominent player within its community, applying and transmitting the best compliance and integrity practices in order to generate a positive impact on society. In 2018, the Compliance System consolidated its standing as an efficient means of ensuring the prevention and mitigation of compliance risks in all the areas it covers, such as Anti-money Laundering and Counter Terrorist Financing, Stock Market Compliance, Sales Practices and Corporate Ethics. The fact that the Board of Directors has approved an Anti-Corruption Policy illustrates the Bank's firm commitment to the issue. 16 PEACE, JUSTICE AND STRONG Promote fair, peaceful and inclusive societies. INSTITUTIONS Compliance System GRI 103-1, 103-2 and 103-3 The Group's Compliance System is one of the foundations on which BBVA Bancomer consolidates its institutional pledge to conduct all its operations and business in accordance with strict codes of ethical conduct. In line with the principles established by the Bank for International Settlements (BIS) and the EU's Markets in Financial Instruments Directive (MiFID), the Compliance function continues to advance policies, procedures, awareness-raising and training in matters of compliance, while also working to improve the identification, assessment and mitigation of potential compliance risks, which are understood to be those involving the following issues: Market conduct. • Dealing with conflicts of interest. • Anti-money laundering and counter terrorism financing. • Anti-corruption. Core pillars of the Compliance System Appropriate organizational structure Policies and procedures Mitigation processes and compliance controls Technology infrastructure Communication and training mechanisms and policies Monitoring metrics and indicators Independent regular reviews Integrity program GRI 102-16, 102-17, 205-1 and 205-2 Ethical behavior and Code of Conduct The BBVA Bancomer Code of Conduct, approved by the Board of Directors in 2015, enshrines strict principles and standards of ethical conduct for all Bank employees and managers. It contains a set of behavioral guidelines to ensure the highest standards of integrity and honesty. The BBVA Bancomer Code of Conduct is coherent with the principles of its corporate governance system, as well as the experience of BBVA and its corporate culture. It is based on four key ethical values: 1. Respect for human dignity and rights. 2. Respect for equality and diversity. 3. Strict compliance with the law. 4. Professional objectiveness. The Code of Conduct contains strict standards of ethical behavior for all employees as a means of understanding and implementing activities at BBVA Bancomer. It underpins the Bank's commitment to safeguarding the data of its customers and effectively limiting the use of such data in accordance with applicable law. Training in the Code of Conduct All employees were asked to complete an online corporate course over the second half of 2018 to ensure their strict adherence to the Code of Conduct and to provide training on the subject. The aim is to underline the ethical behavior expected of all employees and to entrench a culture of reporting breaches and abuses. At December 31, 2018, 96% of employees had received training in the Code of Conduct. 98 BBVA Bancomer/2018 Annual Report#100Code of Conduct communication initiatives In 2018, communication strategies were implemented to promote suitable leadership qualities and to prevent any abuse of authority. Work was also undertaken to improve the whistleblowing channel and reinforce the system in place for preventing conflicts of interest. All under the umbrella of the #Hazlocorrecto (#Dotherightthing) institutional campaign. Integrity workshop Various face-to-face workshops were held in 2018, mainly for the Commercial Network. The workshops got participants thinking about what acting with integrity really means and how it should govern the behavior of everyone within the Bank. They were also asked to reflect on the consequences of failing to act with integrity. The learning took the form of videos and case studies that focused on the most widely reported improper conduct via the Whistleblowing Channel. Whistleblowing Channel The Whistleblowing Channel is effectively BBVA Bancomer's reporting system and is an integral part of the wider compliance process. It is structured through various channels, which, together, create an effective means of reporting any breaches of the Code of Conduct that employees, customers, suppliers or co-workers may spot or notice when going about their work. Channels The most common reason for submitting reports were as follows: 42% 11% 19% 9% 11% B Management style 8% B Treatment of conflict of interest B Improper use of resources B Respect B Other typologies B Other issues Email: [email protected] Telephone: (55) 5621-4188 o al 01-800-001-0011 Global email: [email protected] Global telephone: (34) 9153 77222 15% reduction in the number of reports received in 2018 with respect to the previous year, following the implementation of preventive actions. 99 BBVA Bancomer/2018 Annual Report#101Anti-corruption program In December 2018, the Board of Directors approved the Anti-Corruption Policy, which was disseminated and enforced among all BBVA Bancomer employees. The Anticorruption Policy was delivered to all employees in accordance with the #Hazlocorrecto (#Dotherightthing) institutional campaign. Commitment to human rights The BBVA Group, to which BBVA Bancomer belongs, has embraced the United Nations Guiding Principles on Business and Human Rights and therefore seeks to promote and uphold the well-being of the different social settings in which its operates. Respect for and compliance with human rights is instrumental to BBVA Bancomer's purpose: "To bring the age of opportunity to everyone". The BBVA Group has an internal document enshrining its commitment to human rights and incorporating principles, policies and internal procedures, all with the aim of ensuring the utmost respect for the human rights of its employees, customers, suppliers and society. BBVA Bancomer's commitment to human rights is compliant with various international guidelines, most notably the Universal Declaration of Human Rights and the United Nations Global Compact. "500 companies against corruption" ranking from Expansión magazine In the 2018 ranking prepared by Expansión magazine on the top 500 companies taking the fight to corruption, the Bank ranked first in the financial sector for the second straight year and placed 13 across all the productive sectors of the economy. Compared with 2017, BBVA Bancomer climbed five places and managed to improve its score. Goals for 2019 By 2019, BBVA Bancomer is looking to break into the top five in the news magazine's ranking of the 500 companies fighting corruption. Meanwhile, it will continue to apply and enforce corporate policies on the subject of anti-corruption and fair economic competition. Anti-money laundering / counter-terrorist financing GRI 205-1, 205-2 and 205-3 BBVA Bancomer collaborates and works actively towards anti-money laundering (AML) and in detecting and combating terrorist activities (counter-terrorist financing, or CTF). These two activities are a priority objective that BBVA Bancomer associates with its pledge of promoting and upholding the well-being of the different communities and social settings in which it operates. To this end, BBVA Bancomer has publicly pledged to the following commitments. B • . • Work actively with government bodies, international organizations, and other institutions in the fight against drug trafficking, terrorist activities, and other forms of organized crime. Establish a set of corporate criteria aimed at preventing the risk of its products and services from being used for illegal purposes. Establish a suitable organizational structure with all the required resources to implement this function, with clearly assigned responsibilities. Create a set of regulations containing all the obligations when it comes to anti-money laundering, particularly via means of customer identification and knowledge (KYC - Know Your Customer). Deploy customer monitoring measures, designed to identify potentially suspicious activity and ensure that such conduct is duly reported to the relevant authorities. Execute employee communication and training plans, which are designed by the Mexican Bank Association (ABM) in accordance with each group's level of exposure to the risk of money laundering, seeking to furnish them with the required tools to comply with applicable laws. Training and awareness-raising programs include the following at least: • • Raising awareness of customer identification and insight policies (Know Your Customer), as well as user identification, and all necessary criteria, measures and procedures to ensure due compliance with applicable laws. Raising awareness of legal provisions and their amendments. Information on techniques, methods and trends to prevent, detect and report transactions that may be conducive toward, help, support, or provide cooperation for any kind of money- laundering or terrorism financing. • Scores are allocated to each employee at the end of the course based on their learning. The following table shows the employees to have undergone training in the last three years. 100 Participants in AML training activities Specialists in AML and CTF activities AML and CTF Department Template 2016 2017 2018 32,454 31,848 32,546 280 270 305 136 140 184 BBVA Bancomer/2018 Annual Report#102Appendices CS E The genu dobry Detailed information of changing b L Subovcion) G#103Appendices Prizes and awards Awards and accolades Best Culture of Learning BBVA Bancomer named Socially Responsible Company (SRC) for the eighteenth straight year and Seguros Bancomer for the tenth straight year Best Practices 2018 in two categories: cross-sector alliances and corporate volunteering Thirteenth place on the 2018 ranking of the 500 companies taking the fight to corruption and ranking first within the financial sector Ranked first and second within the category of financial services and products BBVA won in 6 out of 8 categories at the America Awards 2018, where BBVA Bancomer came first in the following two categories: Best House and Best Performance Best Digital Bank Best Bank in Mexico Best Investment Bank Best Bank in Mexico - 2018 Pensiones BBVA Bancomer: Silver Stevie Winner: Best Use of Technology in Customer Service - Financial Services Industries Torre BBVA Bancomer handed the 2018 RIBA Award for International Excellence Fifth most attractive employer for young people Bank with the best reputation in Mexico for the second straight year First place on the list of most socially responsible companies in Mexico in 2018 Most Innovative Company - 2018 (private sector) Organization to have granted the award / accolade LinkedIn Centro Mexicano para la Filantropía (Mexican Center for Philanthropy) (CEMEFI) and Alianza por la Responsabilidad Social Empresarial en México (AliaRSE) Centro Mexicano para la Filantropía (Mexican Center for Philanthropy) (CEMEFI) Expansión news magazine, Transparencia Mexicana and Mexicanos Contra la Corrupción e Impunidad Asociación Mexicana de Agencias de Publicidad: Effie Awards Mexico Structured Retail Products (SRP) World Finance magazine: Digital Banking Awards Euromoney magazine Global Finance magazine: The Best Banks in Latin America The International Business Awards (Stevie Awards) Royal Institute of British Architects Universum Monitor Empresarial de Reputación Corporativa (Merco) Expansión newspaper Netmedia y IT Masters Mag 102 BBVA Bancomer/2018 Annual Report#104International commitments signed and connection with associations GRI 102-12 and 102-13 At BBVA Bancomer we continue to support the following initiatives: • • United Nations Global Compact United Nations Environmental Program - Finance Initiative (UNEP FI)* • Equator Principles* United Nations Principles for Responsible Investment The Bank belongs to the following associations: • • • • Mexican Banking Association (Asociación de Bancos de México, or ABM for short) Mexican Association of Real Estate Developers (Asociación de Desarrolladores Inmobiliarios, or ADI for short) Mexican Internet Association (Asociación Mexicana de Internet or AMIPCI for short) Mexican Association of Stock Market Intermediaries (Asociación Mexicana de Intermediarios Bursátiles, or AMIB for short) Mexican Association of Insurance Institutions (Asociación Mexicana de Instituciones de Seguros, or AMIS for short) Mexican Stock Exchange (Bolsa Mexicana de Valores, or BMV for short) National Chamber of the Housing Industry (Cámara Nacional de la Industria de la Vivienda, or CANADEVI for short) *These initiatives are supported at BBVA Group level. 103 BBVA Bancomer/2018 Annual Report#105GRI 102-55 GRI contents index GRI Empowering Sustainable Decisions Content Index BBVA Bancomer Service Apr 2019 GRI Standard Contents Description Chapter/Direct response Page GRI Standard Contents Description 1. Principles for defining report content Chapter/Direct response Letter from the Chairman of the Board of Directors Page 2. Use of GRI Standards 102-14 Foundation 2016 for preparing Statement from senior decision- making executives 5 and 7 Letter from the Deputy Foundation sustainability reports About this report 3 3. Preparing Chairman of the Board of Directors and CEO statements of use in relation to the Letter from the Chairman of the Board of Directors GRI standards 102-15 Name of the 102-1 organization BBVA Bancomer Financial Group Key impacts, risks and opportunities 5 and 7 Letter from the Deputy Chairman of the Board of Directors and CEO Activities, brands, 102-2 products, and services Group Profile 10 102-16 BBVA Bancomer, S.A., Institución de Banca Values, principles, standards and norms of behavior Group Profile and Integrity Program 10 and 98 Múltiple, Grupo Financiero 102-17 102-3 Location of headquarters BBVA Bancomer Advisory mechanisms and ethical concerns Integrity program 98 Torre BBVA Bancomer - Paseo de la Reforma # 510, 102-18 Col. Juárez, C.P. 06600, Ciudad de México. 102-19 102-4 Location of operations Presence 23 GRI 102 General Disclosures Ownership and legal 102-5 form Group Profile 10 2016 102-20 102-6 Markets served Group Profile and Presence 10 and 23 Governance structure Delegating authority Executive-level responsibility for economic, environmental and social topics Corporate governance and management structure Corporate governance 18 and 24 24 Corporate governance 24 GRI 102 General 102-7 Disclosures Scale of the organization Group profile, presence and employees 10,23 and 82 2016 102-21 Information on 102-8 employees and other workers Employees 82 102-9 Supply chain Suppliers and responsible procurement. Consulting stakeholders on economic, environmental and social topics Composition of the Corporate governance 24 66 99 Significant changes to 102-10 the organization and its supply chain There were no significant changes Precautionary 102-11 Equator Principles Principle or approach 102-22 highest governance body and its Corporate governance 24 committees Chair of the highest 102-23 governance body 57 Corporate governance Corporate governance 24 International commitments 102-12 External initiatives signed and connection with associations 103 102-24 Nominating and governance body The director appointment selecting the highest process is explained in 24 article twenty-five, chapter 102-13 Membership of associations International commitments signed and connection with 103 associations V of BBVA Bancomer's Bylaws. 104 BBVA Bancomer/2018 Annual Report#106GRI Standard Contents Description 102-25 Conflicts of interest Chapter/Direct response The Board of Directors ratifies the Bank's Code of Conduct on a proposal from the CEO of BBVA Bancomer. The Code is there to prevent conflicts of interest from arising among its employees, board members and executive officers. The Code also sets out the procedures to be followed in various situations in order to forestall any conduct that might harm the Bank's interests. Page GRI Standard Contents 102-26 Role of highest governance body in setting purpose, values and strategy Collective knowledge of highest governance body Evaluating the highest governance body's performance Corporate governance 24 Article 26, chapter V of the Bylaws of BBVA Bancomer explains the requirements for being a director 102-35 Description Communicating 102-33 critical concerns Nature and total 102-34 number of critical concerns Chapter/Direct response The Company's Board of Directors may establish the mechanisms to be followed by the relevant executive officers in keeping the Company apprised of the financial, administrative, operational and legal position of each of the financial entities and other legal parties controlled by the Company. The Investor Relations website provides summaries of the resolutions carried at the Annual General Shareholders Meetings of the BBVA Bancomer Financial Group. Remuneration policies Corporate governance 24 Process for GRI 102 General 102-36 determining Corporate governance 24 remuneration Corporate governance 24 Disclosures 2016 102-37 Stakeholders' involvement in remuneration Stakeholders are not involved in this process. GRI 102 102-27 General Disclosures 2016 102-28 Identifying and managing economic, 102-29 environmental and Corporate governance 24 social impacts 102-38 Effectiveness of 102-30 risk management Corporate governance 24 processes 102-39 102-31 Review of economic, environmental and social topics Corporate governance 24 102-40 Highest governance body's role in The Investor Relations Department and the Corporate Responsibility 102-41 102-32 and Reputation (CRR) sustainability reporting Department are responsible 102-42 for preparing and validating Identifying and selecting stakeholders Annual total compensation ratio Percentage increase in annual total compensation ratio List of stakeholder groups Collective bargaining agreements Confidentiality issues. In the interests of security, this information is considered confidential. Confidentiality issues. In the interests of security, this information is considered confidential. Stakeholders and materiality analysis Stakeholders and materiality analysis Stakeholders and materiality analysis 35 35 35 55 the Annual Report Approach to Stakeholders and 102-43 stakeholder 35 materiality analysis engagement Key topics and 102-44 concerns raised Stakeholders and materiality analysis 35 55 105 Page BBVA Bancomer / 2018 Annual Report#107GRI Standard Contents 102-45 Description Entities included in the consolidated financial statements Chapter/Direct response Page GRI Standard Contents Group Profile 10 417-1 102-46 Defining report content and topic Boundaries About this report 3 102-47 List of material topics materiality analysis Stakeholders and GRI 417 417-2 35 Description Requirements for product and service information and labeling Incidents of non-compliance concerning product and service Chapter/Direct response Page Transparent, Clear and Responsible (TCR) Communication Specialized Customer Service Unit Transparent, Clear and 52 45 and 52 Marketing and labeling 102-48 Restatements of information 102-49 GRI 102 General 102-50 Changes in reporting Reporting period Unless stated otherwise in the report, there is no difference in the information provided. About this report About this report 64 and 84 3 information and labeling Incidents of non-compliance 417-3 concerning marketing communications Responsible (TCR) Communication 3 Specialized Customer Service Unit, Transparent, Clear and Responsible (TCR) Communication 45 and 52 Disclosures The previous Annual 2016 102-51 Date of most recent report Report was published in 2018 Job quality 103-1 102-52 Reporting cycle The reporting cycle is annual Explanation of the material topic and its Boundary Employees 82 88 GRI 103 102-53 Contact point for questions regarding the report Claims of reporting in accordance with the GRI Standards Irma B. Acosta Pedregal Head of Responsibility and Corporate Reputation Email:[email protected] About this report Management Management Approach 2016 103-2 approach and its Employees 82 components Evaluation of the 103-3 management Employees 82 approach 102-54 102-55 GRI content index GRI content index 104 102-56 External assurance Independent Review Report 110 GRI 401 MATERIAL TOPICS Employment 401-2 Quality of customer care/service 44 2016 Corporate governance Please refer to the general disclosures from 102-18 to 102-24 3 New employee 401-1 hires and employee turnover Employees 82 88 Benefits provided to full-time employees that are not provided to temporary or part- time employees Employee benefits and services Occupational health and safety 90 and 92 401-3 Parental leave Communication and commercialization practices, and transparency Employees and maternity program 94 Explanation of the 103-1 GRI 103 Management 103-2 Approach 2016 material topic and its Boundary Transparent, Clear and Responsible (TCR) 52 Risk management Communication Please refer to the general disclosures from 102-18, 102-24, 102-29 and 102-30 Social and environmentally responsible funding 103-3 The management approach and its components Evaluation of the management approach Transparent, Clear and Responsible (TCR) Communication Transparent, Clear and Responsible (TCR) Communication 42 52 103-1 Explanation of the material topic and its Boundary Equator Principles 57 40 52 52 GRI 103 Management Approach Management 103-2 approach and its Equator Principles 57 components 2016 Evaluation of the 103-3 management Equator Principles 57 106 approach BBVA Bancomer/2018 Annual Report#108GRI Standard Contents FS7 Description Monetary value of products and service designed to deliver a specific social benefit for each business line broken down by purpose Monetary value of products and Chapter/Direct response Page GRI Standard Contents 301-1 Description Materials used by weight or volume Chapter/Direct response Global Eco-Efficiency Plan Information not available. Equator Principles 57 G4 Financial service designed Equator Principles Services Sector to deliver a specific FS8 57 and 59 environmental benefit Green bonds for each business 301-2 Recycled input materials used GRI 301 Materials 2016 301-3 Reclaimed products and their packaging materials This information exceeds the scope of the measurement Not applicable. The operations of BBVA Bancomer do not involve the recovery of products and packaging materials. line broken down by purpose 302-1 FS11 Percentage of assets subject to positive and negative environmental or social screening Energy consumption within the organization Global Eco-Efficiency Plan 60 Equator Principles 57 Energy consumption 302-2 outside the Global Eco-Efficiency Plan 60 GRI 302 organization Solvency and financial management: reported in the audited financial statements Energy 2016 302-3 Energy intensity Global Eco-Efficiency Plan 60 Explanation of the 302-4 103-1 material topic and its Economic Impact 30 GRI 103 Boundary Management Approach 103-2 and its components Management approach Economic Impact 302-5 Reduction in energy consumption Reduction in energy requirements of Global Eco-Efficiency Plan 60 Global Eco-Efficiency Plan 60 30 2016 Evaluation of the products and services Water withdrawal by 103-3 Economic Impact 30 303-1 management approach source GRI 201 Global Eco-Efficiency Plan Information not available. 60 Economic 201-1 Performance Direct economic value generated and distributed Economic Impact 30 GRI 303 30 Water 2016 303-2 2016 Management of water discharge-related impacts This information exceeds the scope of the measurement Environmental footprint Explanation of the 303-3 Water recycled and reuse 103-1 material topic and its Boundary Global Eco-Efficiency Plan 60 Global Eco-Efficiency Plan Global Eco-Efficiency Plan 64 GRI 103 305-1 Management Management 103-2 approach and its Global Eco-Efficiency Plan 60 Approach components GRI 305 Emissions 2016 Direct (Scope 1) GHG emissions 60 Emissions Energy indirect Global Eco-Efficiency Plan 2016 305-2 (Scope 2) GHG 60 Evaluation of the emissions Emissions 103-3 management Global Eco-Efficiency Plan 60 approach 107 60 Page BBVA Bancomer/2018 Annual Report#109BBVA Bancomer/2018 Annual Report GRI Standard Contents Description Chapter/Direct response Page GRI Standard Contents 305-3 Other indirect (Scope 3) GHG emissions Global Eco-Efficiency Plan 60 205-1 Emissions Global Eco-Efficiency Plan GHG emissions 305-4 60 intensity Emissions GRI 205 policy 2016 205-2 Global Eco-Efficiency Plan Description Operations assessed for risks related to corruption training about anti- corruption policies and procedures Chapter/Direct response Page Integrity program 98 Communication and Integrity program 98 305-5 GRI 305 Reduction of GHG emissions 60 Emissions Emissions 2016 Confirmed incidents 205-3 of corruption and actions taken Anti-Money Laundering / Counter Terrorist Financing 100 305-6 305-7 103-1 Emissions of ozone- depleting substances (ODS) Nitrogen oxides (NOX), sulfur oxides (SOX) and other significant air emissions Products with good value for money Explanation of the material topic and its Boundary Not applicable: BBVA Bancomer's operations do not generate significant ozone-depleting substances 60 417-1 Not applicable: BBVA Bancomer's operations do not generate significant NOX and SOx emissions. 60 GRI 417 Marketing y 417-2 Please refer to the general disclosures 102-16 and 102-17 Requirements for product and service information and labeling Incidents of concerning product non-compliance and service Transparent, Clear and Responsible (TCR) Communication etiquetado 2016 information and 52 GRI 103 Management 103-2 Approach Management approach and its components Transparent, Clear and Responsible (TCR) Communication 42 52 417-3 2016 103-3 GRI 417 Marketing 417-1 and labeling Compliance system Evaluation of the management approach Requirements for product and service information and labeling Transparent, Clear and Responsible (TCR) Communication Transparent, Clear and Responsible (TCR) Communication 52 42 labeling Incidents of non-compliance concerning marketing communications Contribution to the development of local communities 103-1 52 52 GRI 103 Management 103-2 Approach 103-3 2016 Explanation of the GRI 103 103-1 material topic and its Compliance system 98 Management Boundary Approach Management 2016 103-2 approach and its Compliance system 98 components 413-1 GRI 103 Evaluation of the Management 103-3 Approach management approach Compliance system 98 2016 GRI 413 Local Communities 2016 413-2 Explanation of the material topic and its Boundary Management approach and its components Evaluation of the management approach Operations with local community engagement, impact assessments, and development programs Operations with significant actual and potential negative impacts on local communities Transparent, Clear and Responsible (TCR) 52 Communication Specialized Customer Service Unit Transparent, Clear and Responsible (TCR) Communication Specialized Customer Service Unit, Transparent, Clear and Responsible (TCR) Communication Social programs Community Social programs Community Social programs Community Social programs Community BBVA Bancomer Foundation To guarantee the security and confidentiality of data entrusted to it, the Bank works to integrate new technologies and trains all its employees in how to use them. 45 and 52 45 and 52 75 and 76 75 and 76 75 and 76 75 and 76 108#110GRI Standard Contents Diversity Description Chapter/Direct response Page GRI Standard 103-1 Explanation of the material topic and its Boundary Diversity, inclusion and fairness 94 103-1 Contents Description Customer security, privacy and protection Explanation of the material topic and its Boundary Chapter/Direct response Page Customer security, privacy 55 and protection GRI 103 GRI 103 Management Management 103-2 approach and its Approach Diversity, inclusion and fairness 94 components 2016 Management Approach 2016 103-2 Management approach and its components Customer security, privacy 55 and protection Evaluation of the Evaluation of the 103-3 management Diversity, inclusion and fairness Customer security, privacy 94 103-3 approach management approach 55 and protection Employees Diversity on GRI 405 405-1 Diversity governance bodies and employees and Equal Diversity, inclusion and fairness Opportunity 2016 405-2 Ratio of basic salary and remuneration of women to men Work is ongoing to provide consolidated information. Please refer to the general disclosure 102-18 OTHER TOPICS Substantiated complaints regarding breaches of customer privacy and losses of customer data Talent attraction, development and retention 103-1 Explanation of the material topic and its Boundary Financial Inclusion Access points in low-populated FS13 Financial Inclusion 71 G4 Financial Services Sector FS14 or economically disadvantaged areas Initiatives to improve access to financial services for disadvantaged people GRI 103 Management Approach 2016 103-2 Management approach and its components Financial Inclusion 71 103-3 Evaluation of the management approach Attracting talent Training and talent development Attracting talent Training and talent development Attracting talent Training and talent development GRI 418 82 and 94 Customer 418-1 privacy 2016 Specialized Customer Service Unit 45 85 and 87 85 and 87 85 and 87 Anti-money laundering / counter-terrorist financing GRI 205-1 Anticorrupción 205-2 2016 205-3 Operations assessed for risks related to corruption Communication and training about anti- corruption policies and procedures Confirmed incidents of corruption and actions taken Anti-Money Laundering / Counter Terrorist Financing 100 GRI 404 Training and 404-2 Education Anti-Money Laundering / Counter Terrorist Financing 2016 100 404-3 Anti-Money Laundering / Counter Terrorist Financing 100 404-1 Average hours of training per year per employee Training and talent development 87 Programs for upgrading employee skills and transition assistance programs Percentage of employees receiving regular performance and career development reviews Training and talent development Training and talent development 87 87 109 BBVA Bancomer/2018 Annual Report#111Independent Assurance Report GRI 102-56 KPMG KPMG Cardonas Dosal, S.C. Manuel Avila Camacho 176 P1, Reforma Social, Miguel Hidalgo, C.P 11660, Ciudad de México. Teléfono: +01 (55) 5246 8300 kpmg.com.mx KPMG Independent Limited Assurance Report on the Contents of the Global Reporting Initiative ("GRI") Standards (Non-Financial information) 2 To the Corporate Responsibility and Reputation Department Grupo Financiero BBVA Bancomer, S.A. de C.V.: We were engaged by the Management of Grupo Financiero BBVA Bancomer, S.A. de C.V. (hereinafter "BBVA Bancomer"), to report on the Contents of the Global Reporting Initiative ("GRI") Standards (Non-Financial Information) prepared and presented by the Corporate Responsibility and Reputation Department of BBVA Bancomer contained in the 2018 Annual Report of BBVA Bancomer for the period from January 1 to December 31, 2018 ("the Annual Report"), which are detailed in Appendix A attached to this report (the "Contents"), in the form of an independent conclusion of limited assurance about whether, based on our work performed and the evidence obtained, nothing has come to our attention that causes us to believe that the Contents are not prepared, in all material aspects, in alignment with the criteria established in the AccountAbility Principles Standard 2018 (AA1000AP, 2018) and in accordance with the GRI Standards. Management's responsibilities BBVA Bancomer Management, through its Corporate Responsibility and Reputation Department, is responsible for the preparation of the information subject to our review, free from material misstatement, in accordance with the Criteria. BBVA Bancomer Management, through its Corporate Responsibility and Reputation Department, is also responsible for preventing and detecting fraud and for identifying and ensuring that BBVA Bancomer complies with the laws and regulations applicable to its activities. BBVA Bancomer Management, through its Corporate Responsibility and Reputation Department, is also responsible for ensuring that staff involved in the preparation and presentation of the Contents are properly trained, information systems are properly updated and that any change in the presentation of data and/or in the form of reporting, encompass all significant reporting units. (Continue) Our responsibilities Our responsibility is to review the information related to the Contents included in the Annual Report and to express an independent conclusion of limited assurance based on the evidence obtained. We conducted our engagement in accordance with the International Standard on Assurance Engagements (ISAE) 3000, Assurance Engagements other than Audits or Reviews of Historical Financial Information, issued by the International Auditing and Assurance Standards Board (IAASB). That Standard requires that we plan and perform our procedures to obtain limited assurance about whether, based on our work performed and the evidence obtained, nothing has come to our attention that causes us to believe that the Contents included in the Annual Report for the period from January 1 to December 31, 2018, are not prepared, in all material aspects, in alignment with the criteria established in the AccountAbility Principles Standard 2018 (AA1000AP, 2018) and in accordance with the GRI Standards. KPMG Cárdenas Dosal, S.C. (the "Firm") applies International Standard on Quality Control 1 and accordingly maintains a comprehensive system of quality control including documented policies and procedures regarding compliance with ethical requirements, professional standards and applicable legal and regulatory requirements. We have complied with the independence and other ethical requirements of the Code of Ethics for Professional Accountants issued by the International Ethics Standards Board for Accountants, which is founded on fundamental principles of integrity, objectivity, professional competence and due care, confidentiality and professional behavior. The procedures performed depend on our judgment and experience on the Contents presented in the Annual Report and other circumstances of the work, and our consideration of the areas in which material misstatements are likely to arise. By obtaining an understanding of the Contents included in the Annual Report, and other circumstances of the work, we have considered the process used to prepare the Contents, with the purpose of designing assurance procedures that are adequate to the circumstances, but not for the purpose of expressing a conclusion as to the effectiveness of BBVA Bancomer internal control over the preparation of the Contents included in the Annual Report. Our engagement also includes assessing the appropriateness of the main matter, the suitability of the criteria used by BBVA Bancomer in the preparation of the Contents, by assessing the appropriateness of the methods, policies and procedures, and models used. DR KPMG Cardenas Dosal, SC, la firma mexicana miembro de a rad rin firmas miembro de KPMG afiliadas a KPMG International Cooperative ("KPMG International"). una entidad suiza, Impreso en México Todos los derechos reservados Aguascalientes, Aga. Cancún, O. Roo Ciudad de México. Ciudad Juárez, Chih. Culiacán, Sin Chihuahua, Chih. Guadalajara, Jal. Hermosillo, Snn León, Cta Menda, Yuc Mexicali, B.C. Monterrey, N.L. Pueblo, Puo Queretaro, Orb Reynosa, Tampa, Saltillo, Ceah San Luis Potosi, S.L.P Tijuana, B.C 110 (Continue) BBVA Bancomer/2018 Annual Report#112KPMG KPMG 3 The procedures performed in a limited assurance engagement vary in nature and timing from, and are less in extent than for, a reasonable assurance engagement, and consequently the level of assurance obtained in a limited assurance engagement is substantially lower than the assurance that would have been obtained has a reasonable assurance engagement been performed. Criteria The criteria on which the preparation of the Contents has been assessed, refers to the requirements established in the AccountAbility Principles Standard 2018 (AA1000AP, 2018) and in accordance with the GRI Standards. Conclusion Our conclusion has been formed on the basis of, and is subject to, the matters outlined in this report. We believe that the evidence we have obtained is sufficient and appropriate to provide a basis for our conclusions. Based on the procedures performed and the evidence obtained, nothing has come to our attention that causes us to believe that the Contents detailed in Appendix A attached to this assurance report, prepared by the Corporate Responsibility and Reputation Department of BBVA Bancomer, and included in the Annual Report of BBVA Bancomer for the period from January 1 to December 31, 2018, are not prepared, in all material aspects, in alignment with the criteria established in the AccountAbility Principles Standard 2018 (AA1000AP, 2018) and in accordance with the GRI Standards. Restriction of use of our report Our report should not be regarded as suitable to be used or relied on by any party wishing to acquire rights against us other than the Corporate Responsibility and Reputation Department of BBVA Bancomer, for any purpose or in any other context. Any party other than Corporate Responsibility and Reputation Department of BBVA Bancomer who obtains access to our report or a copy thereof and chooses to rely on our report (or any part thereof) will do so at its own risk. To the fullest extent permitted by law, we accept or assume no responsibility and deny any liability to any party other than BBVA Bancomer for our work, for this independent limited assurance report, or for the conclusions we have reached. 4 Our report is released to BBVA Bancomer, on the basis that it shall not be copied, referred to or disclosed, in whole or in part, without our prior written consent. KPMG Cárdenas Dosal, S.C. Jesús Luna Partner Mexico City, April, 15th, 2019. (Continue) 111 BBVA Bancomer/2018 Annual Report#113KPMG Appendix A Description of the Contents of the limited assurance engagement: KPMG 102-36 102-40 102-41 102-42 102-43 102-44 102-45 102-46 102-47 Process for determining remuneration List of stakeholder groups Collective bargaining agreements Identifying and selecting stakeholders Approach to stakeholder engagement Key topics and concerns raised Entities included in the consolidated financial statements Defining report content and topic Boundaries List of material topics 102-48 Restatements of information 102-49 Changes in reporting 102-50 Reporting period 102-51 Date of most recent report 102-52 Reporting cycle 102-53 102-54 Contact point for questions regarding the report Claims of reporting in accordance with the GRI Standards 102-55 GRI content index 102-56 GRI Content Description Standard 102-1 Name of the organization 102-2 Activities, brands, products, and services 102-3 Location of headquarters 102-4 Location of operations 102-5 Ownership and legal form 102-6 Markets served 102-7 Scale of the organization 102-8 102-9 Supply chain 102-10 102-11 102-12 102-13 102-14 102-15 Information on employees and other workers Significant changes to the organization and its supply chain Precautionary Principle or approach External initiatives Membership of associations Statement from senior decision-maker Key impacts, risks, and opportunities 102-16 Values, principles, standards, and norms of behavior 102-17 Mechanisms for advice and concerns about ethics General 102-18 Governance structure disclosures 102-19 Delegating authority 102-20 Executive-level responsibility for economic, environmental, and social topics 102-21 102-22 Consulting stakeholders on economic, environmental, and social topics Composition of the highest governance body and its committees 102-23 Chair of the highest governance body 102-24 102-25 102-26 102-27 Nominating and selecting the highest governance body Conflicts of interest Role of highest governance body in setting purpose, values, and strategy Collective knowledge of highest governance body Management approach GRI 404 102-28 Evaluating the highest governance body's performance 102-29 102-30 Identifying and managing economic, environmental, and social impacts Effectiveness of risk management processes 102-31 102-32 102-33 Review of economic, environmental, and social topics Highest governance body's role in sustainability reporting Communicating critical concerns 102-34 102-35 Nature and total number of critical concerns Remuneration policies 1 de 4 112 103-1 GRI 103 Management approach 103-2 The management approach and its components 103-3 External assurance Material topics Employment Explanation of the material topic and its Boundary Evaluation of the management approach 401-1 New employee hires and employee turnover GRI 401 Employment Benefits provided to full-time employees that are not provided 401-2 to temporary or part-time employees 401-3 103-1 GRI 103 103-2 The management approach and its components 103-3 Parental leave Training and talent development Explanation of the material topic and its Boundary Evaluation of the management approach 404-1 Average hours of training per year per employee Training and Education 404-2 Programs for upgrading employee skills and transition assistance programs Local Communities Explanation of the material topic and its Boundary GRI 103 103-1 Management approach 103-2 The management approach and its components 103-3 GRI 413 Local 413-1 Communities Evaluation of the management approach Operations with local community engagement, impact assessments, and development programs Communication, marketing and transparency practices 103-1 Explanation of the material topic and its Boundary 2 de 4 BBVA Bancomer/2018 Annual Report#114KPMG GRI 103 103-2 The management approach and its components Management 103-3 approach GRI 417 Marketing and 417-1 Labeling Evaluation of the management approach Requirements for product and service information and labeling Financial Services Sector - Financial inclusion 103-1 Explanation of the material topic and its Boundary GRI 103 Management 103-2 The management approach and its components approach 103-3 Evaluation of the management approach G4-Financial FS13 Services Sector FS14 Access points in low-populated or economically disadvantaged areas by type Initiatives to improve access to financial services for disadvantaged people Financial Services Sector – social and environmental financing 103-1 GRI 103 Explanation of the material topic and its Boundary Management 103-2 The management approach and its components approach 103-3 Socially and environmentally FS11 responsible financing Evaluation of the management approach Percentage of assets subject to positive and negative environmental or social screening PLD / financing of terrorist activities Explanation of the material topic and its Boundary 103-1 GRI 103 Management 103-2 The management approach and its components approach 103-3 Evaluation of the management approach GRI 205 205-1 Operations assessed for risks related to corruption Anticorruption 205-2 Communication and training about anti-corruption policies and procedures Environmental footprint Materials Explanation of the material topic and its Boundary 103-1 GRI 103 Management 103-2 The management approach and its components approach 103-3 Evaluation of the management approach GRI 301 301-1 Materials 103-1 GRI 103 Management 103-2 approach 103-3 Materials used by weight or volume Energy Explanation of the material topic and its Boundary The management approach and its components Evaluation of the management approach 302-1 Energy consumption within the organization 302-2 Energy consumption outside of the organization GRI 302 Energy 302-3 Energy intensity 302-4 Reduction of energy consumption 302-5 Reductions in energy requirements of products and services 3 de 4 KPMG 103-1 GRI 103 Management 103-2 approach 103-3 GRI 303 Water 303-1 and Effluents Water Explanation of the material topic and its Boundary The management approach and its components Evaluation of the management approach Water withdrawal by source Emissions Explanation of the material topic and its Boundary The management approach and its components 103-1 GRI 103 Management approach 103-2 103-3 Evaluation of the management approach 305-1 Direct (Scope 1) GHG emissions GRI 305 305-2 Energy indirect (Scope 2) GHG emissions Emissions 305-3 Other indirect (Scope 3) GHG emissions 305-4 GHG emissions intensity 4 de 4 113 BBVA Bancomer/2018 Annual Report#115Glossary Concept Global Reporting Initiative Integrated Report Definition Acronyms Concept Independent international organization that created the first standard for sustainability reporting. GRI Carbon Disclosure Project Integrated reporting is an evolution of corporate reporting, with a focus on conciseness, strategic relevance and future orientation. Integrated reporting makes the reporting process itself more productive, resulting in tangible benefits. http://integrated reporting.org/ IR AA1000: Stakeholder Engagement Standard Principle under AA1000: Inclusiveness Principle under AA1000: Materiality Principle under AA1000: Responsiveness Net Promoter Score Principles for Responsible Investment United Nations Global Compact This standard guides organizations in establishing a relationship with their stakeholders and ensuring their integration into business strategy and operations. https://www.accountability.org/wp-content/ uploads/2016/10/AA1000SES_2015.pdf Inclusivity is the participation of stakeholders in developing and achieving an accountable and strategic response to sustainability. An inclusive organization accepts its accountability to those on whom it has an impact and who have an impact on it. Determining the relevance and significance of an issue to an organization and its stakeholders. A material issue is an issue that will influence the decisions, actions and performance of an organization or its stakeholders. Responsiveness is an organization's response to stakeholder issues that affect its sustainability performance, and is realized through decisions, actions and performance, as well as communication with stakeholders. Measures the customer experience and predicts business growth. This metric provides the core measurement for customer experience management programs worldwide. An initiative that works to achieve a sustainable global financial system by encouraging adoption of the Principles and by fostering good governance, integrity and accountability, and by addressing obstacles to a sustainable financial system that lie within market practices, structures and regulation. Program developed by the United Nations that seeks to transform the global market, creating a more sustainable and responsible private sector based on 10 principles in areas related to human rights, labor, environment and corruption. NPS PRI 114 Definition Sustainable Development Goals User Service Performance Rating Organization that supports companies and cities in disseminating the environmental impact of large corporations. Program developed by the United Nations that consists of a set of global objectives to eradicate poverty, protect the planet and ensure prosperity for all as part of a new sustainable development agenda. Known as IDATU, this indicator is read by CONDUSEF with the aim of benchmarking the effectiveness of the customer service and support provided by Mexican financial institutions. Acronyms EC ODS IDATU BBVA Bancomer/2018 Annual Report#116Equivalencies Unit 1 kilowatt-hour 1 ton of CO2 equivalent 1 cubic meter 1 Gigajoule kWh t CO2 eq m³ GJ Symbol Equivalency Average consumption of a laptop computer left on for 20 hours Average amount captured by an adult tree in two years 1,000 liters Amount of energy consumed by 167 20W light bulbs left on for eight straight hours 115 BBVA Bancomer/2018 Annual Report#117BBVA Bancomer