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Erste Bank A. D. Novi Sad / Corporate Social Responsibility Report 2018

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Erste Bank A. D. Novi Sad / Corporate Social Responsibility Report 2018 Erste Bank a. d. Novi Sad / Corporate Social Responsibility Report 2018 ISSN 2334-8585 Contents 4 Foreword (Slavko Carić) 6 Foreword (Jasna Terzić) 8 How to Read This Report? 10 Company Profile 10 Erste Group 16 Erste Bank in Serbia — Tradition and Innovation 21 Strategic Approach to Corporate Social Responsibility 31 Good Corporate Governance 45 How Erste Bank Supports UN Sustainable Development Goals (SDGs) 48 Our People 66 Responsibility to Customers 88 Responsibility in the Supply Chain 92 Our Fellow Citizens in the Communities in Which We Operate 112 Responsibility to the Environment 123 About This Report 126 GRI Index and Indicators Erste Bank a. d. Novi Sad Corporate Social Responsibility Report 2018 Foreword — Slavko Carić • Chief Executive Officer of the Bank 4 the bank is the people! / Erste Bank a. d. Novi Sad / Corporate Social Responsibility Report 2018 Dear colleagues and friends, programme — Step by Step is an inno- Another testament to Erste Group tak- vative and comprehensive programme ing its operation in Serbia very serious- We have continued to strive towards for the improvement of financial stabil- ly, strategically and with a long-term the realisation of ambitious goals, both ity and prosperity in our region. In sever- view, is the additional EUR 25 million in terms of business quality and contin- al phases of support development, Step invested in the second phase of con- uous provision of support to the further by Step includes education, empow- struction of the Sirius business com- development of society. Our efforts to erment in the area of entrepreneurial plex (Sirius Offices) in New Belgrade meet client needs, through acquired ex- knowledge and skills, as well as lending with the aim of making Bulevar Milu- perience and continuous sensitivity to itself providing to start ups, social en- tina Milankovića one of the capital’s their needs, have paid off and enabled us terprises and civil society organisations most dynamic business zones. to once again record exceptional results — CSOs, equal access to funding avail- and record profit. In order to be better able to all micro, small and medium- The global framework for our opera- prepared for the new digital future that sized enterprises. The programme is set tions and reporting is provided by in- lies before us, as well as to meet new up to support first-time business own- ternationally recognised sustainability contemporary client demands, we are ers in creating jobs, empowering CSOs standards — United Nations Sustain- ready for a new business concept. That in further developing their missions in able Development Goals, which pro- is precisely why we embarked on a proj- order for us to jointly multiply positive vide our broader context and direc- ect of comprehensive transformation impact on our society’s development, as tion. In the present Report, you can of the Bank, which we launched in 2017, well as to support low-income individ- also read about how the Bank contrib- building together with our employees uals, earning less than the official min- utes to these goals through its long- the bank of the future. imum wage. After the second year of standing operations in all CSR areas, successful implementation of the Step linking them to its strategic guidelines. We strive to be bank no. 1 in terms of cus- by Step social banking programme, we The report has been compiled for the tomer experience and the first-choice have cause for pride — so far 145 start- eighth time in line with the current ver- employer, and to that end, our operation ups, social enterprises and CSOs have sion of the GRI sustainability report- has been founded on four business pil- been funded, resulting in the creation ing standards, providing relevance and lars: continuously creating value for our of 276 new jobs. This programme’s ex- methodological foundation, and it is clients, digitalising the bank based on cellence was also recognised at the in- primarily intended for our clients, em- data, striving for maximum efficiency but ternational level - the entire Erste Group ployees, partners and the community, with an emphasis on people - our peo- won, as a fighter for diversity and inclu- with whom we wish to build a common ple as the key to success. We are aware sion, Euromoney’s award “Central and future. that for long-term business sustainabil- Eastern Europe’s Best Bank” in the area ity, in addition to constant professional of CSR, precisely for the implementation I would like, first of all, to thank our col- development, the trust of our clients, our of the social banking programme. In ad- leagues, clients and partners who have employees, as well as our community is dition, a new agreement worth 50 mil- helped us to achieve socially respon- of crucial importance. On these founda- lion euros signed by the European In- sible and sustainable goals with their tions, we have built our identity, remain- vestment Fund and Erste Group, will knowledge, experience, ideas and en- ing true to our mission of bringing servic- enable us, as well as other Erste Group thusiasm. In the future, we will contin- es closer to society in the broadest sense member banks, to provide, in the com- ue to invest efforts in innovating, push- of the term. We will remain committed ing five years, loans at favourable terms ing back the boundaries and justifying to this in the years ahead. to social enterprises and civil society or- your trust in us. ganisations, thereby continuing to con- Today we are proud to be the first bank tribute systemically to the fight against Cordially, in Serbia with a developed social banking social and financial exclusion. Slavko Carić 5 Foreword — Jasna Terzić • member of the Executive Board 6 the bank is the people! / Erste Bank a. d. Novi Sad / Corporate Social Responsibility Report 2018 Dear friends, with people who are ready to learn and Corruption in Serbia, as well as the Wom- improve their knowledge, to develop and en’s Empowerment Principles, which The previous year was extremely dy- implement their innovative business so- were initiated and defined by the United namic for Erste Bank – we defined a lutions, we wish to build the bank of the Nations Entity for Gender Equality and new business strategy that presents a future. We believe we are on the right the Empowerment of Women (UN Wom- new beginning, fundamentally based on path to achieving these goals, taking into en). In 2018, the Bank also supported the the experience and achievements of the consideration our long-standing commit- UN Standards of Conduct for Business first 13 years of business operation. The ment to promoting sustainable solutions on Tacking Discrimination against LGB- transformation we have launched on and ethical practices, as one of the lead- TI People, and continued monitoring its the path to digitalisation is aimed at cre- ers in corporate social responsibility. activities and results in line with the UN ating new opportunities, accelerating Sustainable Development Goals (SDGs). and facilitating the implementation of Recognising the strength that lies in innovation and advanced business so- synergy and the exchange of knowl- Erste Bank integrated the Sustainable lutions, resulting in the improvement of edge and experience, we have always Development Goals in its corporate so- the manner and quality of operation and paid special attention to supporting the cial responsibility strategy, in order to il- provision of banking products and ser- youth, through internships and train- lustrate more clearly its impact and mea- vices. On that path, we have remained ings conducted by the Bank, mentorship sure its contribution in that regard as firmly committed to developing corpo- programmes through which we trans- well. The extent to which not only Er- rate social responsibility as an integral fer our technical know-how and exper- ste Bank in Serbia but Erste Group as a part of a long-term business strategy, as tise, and support in terms of financing whole is committed to this path and to well as continuing to develop and invest the implementation of their ideas that making its clear contribution to the im- in relations with all key stakeholders. are useful and focused on further de- provement of society in the communities velopment of society, as well as pro- in which it operates, is illustrated by the Regarding plans for the next five years, grammes that we have launched just for fact that 2017 saw the establishment of a one of the key goals is for us to be bank them, such as our Superste. Young peo- Sustainable Development Committee at number 1 in terms of customer experi- ple are our inspiration for further de- the Group level. This committee compris- ence — to acquire, with an understand- velopment and our employees are the es representatives of executive boards of ing of their needs, one million satisfied driver and strength of the change and all Group subsidiaries, and is chaired by clients whose satisfaction will be a strong improvements for which we are con- the Head of the Department for Sustain- incentive for our future development stantly striving. We are most proud of able Development at Erste Holding in Vi- and growth. In line with our corporate the fact that, faced with the challeng- enna. The exchange of knowledge, expe- culture, we place an emphasis on build- es of globalisation and digitalisation, we rience and cooperation at the Group level ing personal, stable and long-term part- have stayed true to our culture in which is of importance for further upgrading re- nerships with our clients. Our responsible people always come first. sponsible practices, and we are especial- growth strategy includes, apart from fi- ly proud of our Bank being a best prac- nancial success, commitment to the wel- Our strategic commitment to respon- tice example in the Group.
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