BBVA Bancomer/2018 Annual Report
Risks
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.
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