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A Year of Sustainable Growth

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A Year of Sustainable Growth A year of Sustainable Growth TEB SH.A. Annual Report 2014 CONTENTS ABOUT TEB SH.A. 2 CORPORATE PROFILE 4 OUR VISION, MISSION AND STRATEGY 6 OUR CORE VALUES: 7 SHAREHOLDER’ S STRUCTURE 2014 OVERVIEW AND 2015 OUTLOOK 10 MACROECONOMIC OVERVIEW 12 MESSAGE FROM THE CHAIRMAN 13 MESSAGE FROM THE CEO TEB SH.A. IN 2014 16 2014 AT A GLANCE 18 TEB IN FIGURES 20 KEY FINANCIAL INDICATORS ACTIVITIES AND PROJECTIONS 22 INDIVIDUAL BANKING 24 CARD BUSINESS 26 SME BANKING 28 COMMERCIAL AND CORPORATE BANKING 30 TRADE FINANCE 31 CASH MANAGEMENT AND PAYMENT SYSTEMS 32 TRADE FINANCE 33 TREASURY 34 HUMAN RESOURCES 36 ORGANIZATION AND PROCESS DEVELOPMENT 37 INFORMATION TECHNOLOGY 38 INFORMATION SECURITY AND DATA PERSONAL DATA PROTECTION MANAGEMENT / CORPORATE GOVERNANCE 40 BOARD OF DIRECTORS 42 COMMITTEES 45 INTERNAL AUDIT 46 RISK MANAGEMENT 48 COMPLIANCE, INTERNAL CONTROL AND OPERATIONAL RISK FINANCIAL REPORTS 50 FINANCIAL STATEMENTS PREPARED IN ACCORDANCE WITH INTERNATIONAL FINANCIAL REPORTING STANDARDS FOR THE YEAR ENDED DECEMBER 31, 2014 Activities and Projections Management / Corporate Financial Reports Governance BEING A RESPONSIBLE BANK FOCUSING ON THE FUTURE: WE WILL STRIVE TO FURTHER INCREASE OUR CUSTOMERS’ SATISFACTION. DRIVEN BY A STRONG SERVICE PROVIDED TO INDIVIDUAL PEOPLE AND BUSINESSES ALIKE, TEB SH. A. HAS ALWAYS REGARDED ETHICS AS CENTRAL TO ITS MISSION. THE RELATIONSHIP OF TRUST WITH ITS CLIENTS THAT THE BANK HAS BUILT UP OVER TIME TODAY CONSTITUTES ITS NUMBER ONE ASSET. OUR VALUES • HONEST AND TRUSTWORTHY • LEADING, PIONEERING AND INNOVATIVE • CUSTOMER ORIENTED WITH A STRONG FOCUS ON HIGH QUALITY • RESPECTFUL TO SOCIETY, HUMAN RIGHTS AND ENVIRONMENT • TRANSPARENT TEB SH.A. 2014 ANNUAL REPORT 01 About TEB SH.A. 2014 Overview and 2015 TEB SH.A. in 2014 Outlook CORPORATE PROFILE Being a Responsible Bank The systematic, year-on-year growth in our service network, number of customers, transaction volumes and Focusing on the future: we will strive to further human resources is a confirmation that we: increase our customers’ satisfaction. • continually expand the range of our non-branch After seven successful years in Kosovo, TEB Sh. A, or banking products and services. We offer all manner TEB as many of our clients call us, has become one of of quality-focused banking products and services that the foremost names in the banking sector, earning a people need at different stages in their lives - all through well-deserved reputation for excellent service. We have our extensive and multi-channel delivery network. systematically pioneered meeting the banking and financial needs of individuals and businesses by launching • offer optimal financial solutions to private banking numerous ‘firsts’ for the Kosovo market throughout our customers based on a “personalized service” approach. seven-year history. • outperform the industry in terms of growth in credit In a rapidly changing world, TEB is there to consistently cards, growth that is enhanced continuously by new support customers and employees. This ability is also products and services, as well as through specific card based on our position as a prominent member of the campaigns organized with another customer group, our TEB Group. The Group was formed through a joint merchant members. venture between one of the world’s strongest financial institutions, BNP Paribas, and one of the most reputable • maintain our strong position in retail cash management banks in Turkey, Turk Ekonomi Bankasi. services. We aim to be a responsible bank. That is why we pursue • provide the commercial banking support that is a key a range of socially responsible activities that contribute driver in the roadmap to future economic growth in to social development. For TEB, corporate social Kosovo. Every year, we reinforce our already strong responsibility is a highly valuable and fundamental tool focus on supporting TEB’s hundreds of thousands that complements our economic mission. So, in addition of commercial and SME customers as they play to providing excellent, innovative and responsible service an increasingly important role in the economic to our customers, we also undertake projects that are development process. designed to make a difference in education, culture and With these factors in mind, we were the first to introduce: sports. All aimed at positive impacts for the broadest possible number of people in Kosovo. • a Direct Debit System which helps companies maintain their liquidity through a self-monitoring system to What we do decrease their financing costs; For TEB, the customer is at the center of everything we do. • an installment-based credit card called the StarCard Our customers are special and valued. This is expressed which had multi-impacts on many levels of society in in all of the specially-designewd products and services Kosovo: it helped increase consumption, grew company that we offer to different groups of customers, ranging turnover, and indirectly enabled the further restriction of from entrepreneurs to pensioners and from employees to the country’s informal economy. students. • an Agro Credit Card that enables farmers to buy their inputs on installment while increasing cash collection for merchants selling those inputs. 02 TEB SH.A. 2014 ANNUAL REPORT Activities and Projections Management / Corporate Financial Reports Governance How we do it Loan and Green StarCard and the Agro Card. In terms of business support, we are working through the Women’s As a member of two strong international financial groups Entrepreneurship Support Program, the Business Academy – TEB A.S., a highly reputable and premier financial and the Business Forum. institution in the Turkish banking sector and BNP Paribas, one of the eurozone’s top banks with an extensive Our sports commitments include cooperation with the and international network – TEB benefits from Group Basketball Federation of Kosovo and support for the experience, solidity and range. This enables us to generate “Dielli TEB Open” tennis tournament. Our parents, TEB AS the best outcomes for our clients. and BNP Paribas, are already long-standing sponsors of major international tennis tournaments. In the arts, we From these sound foundations, TEB continues to progress are supporting philanthropy through sponsorship of the by enhancing the quality of its services and by developing Hand-to-Hand music project. TEB has been associated products tailored to customer’s expectations. In line with with the Vihuela Guitar Festival since 2010 and we are rapid advances in technology, we. systematically improve providing sponsorship for a prestigious music video our innovative multi-channel banking network (such as festival. E-banking, Call Center, SMS Services, ATMs, POS) allowing customers to utilize the most suitable distribution channel TEB’s working for customers for their banking transactions - conveniently, quickly and reliably. TEB owes its success story to our people who bring our innovative and proactive approach to customers, work What we stand for hard to maintain and grow the quality of our services and the assets our brand name represents. Our goals are to Since TEB was established in 2008, we have had a help people and businesses build their future, to realize pioneering position. As a strong full-service bank, we their ambitions and to help them manage their financial have focused on responding to customer demand for risks. We want to be a financial institution our customers financial services. Over the years, we have been able feel comfortable with. to put our corporate competencies and vision to work effectively, producing added value for both customers With 25 branches, 53 ATMs, 3,500 POS Terminals and and shareholders. In 2014, we continued to pursue our our team of relationship managers who provide tailored – now expected - balanced and healthy growth, further advice and service to our customers, we believe this reinforcing our position as the country’s strongest financial extensive domestic service delivery network is what institution. This gives us an even firmer foundation for our defines TEB’ s scale and service delivery strength. future as an important force in Kosovo. Corporate social responsibility plays a significant role. Our policy is to contribute to Kosovo’s social development. We have created a framework of long-term initiatives based on a range of projects that will create the highest social benefits. These include projects such as the Green TEB SH.A. 2014 ANNUAL REPORT 03 About TEB SH.A. 2014 Overview and 2015 TEB SH.A. in 2014 Outlook OUR VISION, MISSION AND STRATEGY Our Vision Our Strategy Our vision is to be the best bank in In line with our vision and mission, Kosovo. our strategy is to provide an outstanding and efficient banking Our Mission experience for all our customers. We To continually create and increase achieve this by offering innovative outstanding value for our customers, and practical products and shareholders, employees and society. services to achieve continuous and sustainable growth. TEB’s offering is always founded on our commitment to being a responsible bank. This is embedded in all our values and is reflected in our business, the way we develop products and services and how we deliver on our goals and promises. 04 TEB SH.A. 2014 ANNUAL REPORT Activities and Projections Management / Corporate Financial Reports Governance We act with integrity, we are open and clear, we respect each other, and we are socially and environmentally responsible. This translates into: 5 Major Strategic Priorities TEB SH.A. 2014 ANNUAL REPORT 05 About TEB SH.A. 2014 Overview and 2015 TEB SH.A. in 2014 Outlook OUR CORE VALUES: Customer-centricity Innovation Our success is based on complete commitment to We aspire to innovations that matter. TEB values our customers at all times, earning us the trust and enthusiasm coupled with intellectual curiosity in our loyalty of our customer base. We maintain that trust people as they continuously seek to create products by always placing our customers at the heart of that will facilitate our customers’ success and everything we do.
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