Investor Presentaiton
150
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corporate social responsibility >>>
INTERVIEW
SBERBANK
170 YEARS. BY YOUR SIDE
ANNUAL REPORT
IMPROVING PRODUCT AND SERVICE QUALITY
Denis Bugrov
Member of the Management Board,
Senior Vice President
>> Sberbank is a unique financial institution
in the Russian market. Our actions have
an immediate impact on Russia's economic
development and on development in the
regions in which we operate. The effectiveness
and customer focus of our operations affects the
well being of an enormous number of people
It is our fundamental position not to separate our business interests
from our social responsibility programmes, since these two areas are
integrated and interrelated. It is important for us that there be no con-
flict between growing our business and acting as a socially responsible
corporate citizen.
Our 170-year history is an enormous source of confidence. Social re-
sponsibility has today become not only a fashionable topic but also an
integral element of our work. Let me give an example. One priority area
of our business activities is improving the financial literacy of our cus-
tomers to help them make better use of the Bank's advanced financial
products and services. At the same time, there is also an element of our
role as a socially responsible company in this: we want our customers
to make informed and balanced financial decisions. This convergence
between social responsibility and business interests is characteristic
of a modern financial institution. This new stage in the development of
the financial services market is a vital element of our work.
2011 saw several important events. First of all, we adopted a Corporate
Social Responsibility Policy, thus providing a formal foundation for
Sberbank's extensive activities in this area. This is a major milestone
for us, since historically Sberbank has always been a socially oriented
institution. By adopting the policy we sent a signal-first and foremost,
to ourselves, but also to all our stakeholders-that we take corporate
social responsibility seriously, defining its principles, goals and ob-
jectives, and that we are going to expand activities in this area to the
maximum extent possible.
First of all, we adopted a Corporate
Social Responsibility Policy, thus
providing a formal foundation
for Sberbank's extensive activities
in this area
In addition to the adoption of the policy, we implemented a broad range
of stakeholder engagement activities. In our customer relations, we
developed and expanded Customer Voice, a large-scale customer feed-
back programme, improved the quality of service and expanded our
product and service range. We increased the transparency and open-
ness of the Bank's operations, using, among others, suggestions from
our minority shareholders. In employee relations we used a variety of
feedback channels ranging from the CEO's hotline to large-scale crowd-
sourcing projects. We maintained an effective and constructive dialogue
on a broad range of issues with the government-our key counterparty.
In 2011, we not only used our traditional stakeholder engagement meth-
ods but also piloted new mechanisms. We are particularly proud of our
crowdsourcing initiative. To celebrate the Bank's 170th anniversary,
we implemented Sberbank 21, a large-scale project that united tens
of thousands of participants who told us how we can make Sberbank
and the country better, more dynamic and efficient.
170 YEARS. IT'S JUST THE BEGINNING
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