Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 2016 GODIŠNJI IZVEŠTAJ O POSLOVANJU

www.sberbank.rs

34 35 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 SADRŽAJ

5 Misija i Vizija

6 O Sberbank i Sberbank Europe

8 Uvodna reč predsednice Izvršnog odbora

10 Poslovanje sa privredom i globalna tržišta

12 Poslovanje sa stanovništvom

16 Sistem upravljanja rizicima

18 Finansije

19 IT sigurnost

20 Korporativna društvena odgovornost

21 Zaštita životne sredine

22 Finansijska edukacija

24 Istraživanja i razvoj

26 Ljudski resursi

28 Finansijski izveštaji

28 Ključni pokazatelji 2012-2016.

29 Ostvareni pokazatelji poslovanja banke

30 Bilans uspeha

31 Bilans stanja

32 Organizaciona struktura

2 3 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016

MISIJA

Naš cilj je da kreiramo vrednost za naše klijente obezbeđujući im jednostavne, praktične i inovativne proizvode i usluge. Taj cilj ostvarićemo odgovornim kreditiranjem i uz pomoć naših talentovanih i posvećenih zaposlenih. Pronalazimo rešenja i za najsloženije zahteve fizičkih lica, malih preduzeća i privrede. Zadovoljstvo naših klijenata, zajedno sa internom efikasnošću rezultira stvaranjem vrednosti za naše akcionare. VIZIJA

Inovativna banka od poverenja sa kojom klijenti vole da sarađuju, a na koju su zaposleni ponosni.

4 5 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 O SBERBANK I SBERBANK EUROPE

Poslovni model Sberbank Europe

Poslovni model Sberbank Europe zasniva se na četiri stuba:

• Profitabilnost

Nakon uspešnog završetka poslovne 2016. godine i izlaska sa tržišta Slovačke, fokus će biti na daljem poboljšanju performansi optimizacijom segmenata i miksa proizvoda, kao i maksimiziranjem prinosa na kapital.

• Samofinansiranje

Cilj Banke je samo-finansiranje na tržištima na kojima posluje na Balkanu, kao i održavanje postojećeg nivoa finansiranja u Češkoj, Austriji i Nemačkoj optimizacijom miksa izvora finansiranja.

• Inovativnost O Sberbank Europe Izgradnja konkurentne prednosti zasnovane na inovacijama, ne na veličini. Grupa podstiče digitalne projekte na svim ključnim tržištima Sberbank Europe a.d. sa sedištem u Beču, Austrija je bankarska i razmenjuje znanje sa matičnom Bankom grupa u 100% vlasništvu Sberbank Rusija najveće banke u Ruskoj u Rusiji. U cilju povecanja base klijenata, a u Federaciji koja servisira više od 70% ruske populacije. Evropska skladu sa potrebama postojecih i potencijalnih podružnica Sberbank Europe prisutna je na devet tržišta u Evropi: klijenata, Sberbanka Europe želi da u potpunosti u Austriji, Nemačkoj, Bosni i Hercegovini (Sarajevo i Banja Luka), koristi partnerstva kao lider u inovacijama. Hrvatskoj, Češkoj, Mađarskoj, Slovačkoj, Sloveniji, Srbiji i Ukrajini. U Nemačkoj, Sberbank Direct posluje sa fizičkim licima putem • Efikasnost onlajn ponude osnovnih bankarskih proizvoda. U Austriji, Sberbank Europe posluje sa pravnim licima, pri čemu je fokus na poslovanju Sberbank Europe nastavlja da osigurava na tržištima Centralne i Istočne Evrope, Rusije i ZND. Sberbank upravljanje troškovima na najefikasniji način. Europe ima više od 670.000 klijenata, 232 filijale i zapošljava oko 4.300 ljudi širom Evrope. Ukupna aktiva Sberbank Europe iznosi 12,7 milijardi evra (zaključno sa decembrom 2016. godine).

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0 500 1000 1500 2000 Kilometres Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 UVODNA REČ PREDSEDNICE IZVRŠNOG ODBORA

Protekla godina bila je veoma važna za sve Korporativna društvena odgovornost, važna zaposlene u Sberbank Srbija i možemo reći odrednica našeg poslovanja dobila je tokom za nas godina preokreta, ostvareni su sjajni godine i strateški okvir što je još jedan rezultati i pokrenute nove inicijative koje pokazatelj naše želje da budemo koristan će predstavljati čvrstu osnovu za uspehe u član društva u kom delujemo. Naše aktivnosti narednim godinama. usmerene su na pomoć deci, marginalnim grupama, podršku kulturi i umetnosti i zaštitu Posebno sam ponosna na to što smo usvojili i uređenje životne sredine. novu Misiju i Viziju Banke što će nam pružiti novi fokus i pravac kome ćemo stremiti u budućnosti. Svi postignuti uspesi rezultat su motivacije One predstavljaju zajednički proizvod svih i visoke stručnosti naših zaposlenih, koji zaposlenih i tim pre imaju za sve nas još veću nesebično ulažu svoje resurse u napredak vrednost. Banke i njeni su najbolji ambasadori. Iz tog razloga nastavljamo da gradimo našu Poslovanje sa stanovništvom pokazuje korporativnu kulturu i Sberbank činimo najbolje rezultate od kada poslujemo na poželjnim mestom za razvoj karijere. tržištu Srbije. Broj novih klijenata beleži rast od čak 63 odsto u odnosu na prethodnu U narednoj godini ostajemo na putu uspeha, godinu što je najbolji pokazatelj da je tržište posvećeni potrebama klijenata i usavršavanju prepoznalo inovativnost i vrednost naše kvaliteta usluge, aktivnostima usmerenim Poštovani, ponude. Rast je zabeležen kako na strani na inovacije, na pronalazak novih rešenja depozita, tako i na strani kreditne aktivnosti. i mogućnosti, razvoju zaposlenih, kao i obezbeđenju dodatne vrednosti za naše U delu poslovanja sa privredom nastavili smo akcionare. Zadovoljstvo mi je da vam u ime Izvršnog odbora predstavim da budemo siguran i snažan partner i podrška rezultate poslovanja Sberbank Srbija u 2016. godini u kojoj smo našim korporativnim klijentima, ali i gradimo ostvarili zapažene rezultate. mostove između srpskih i ruskih kompanija. S poštovanjem, Godinu iza nas karakteriše niska i stabilna inflacija, BDP je prema Na strani upravljanja rizicima Banka sprovodi Marijana Vasilescu preliminarnim podacima zabeležio rast od 2,7 odsto, a očekivanja adekvatne mere, tako da pokazatelji adekvatnosti su da će rast nastaviti i u narednim godinama. Povoljni trendovi kapitala rastu iz godine u godinu, a odličan Predsednica Izvršnog odbora na tržištu rada, značajan pad kamata na dinarske kredite, rezultat je ostvaren i u smanjenju loše aktive. relaksacija monetarne politike od strane Evropske centralne banke i pad premije rizika zemlje posledično su uticali na pad U cilju konstantnog unapređenja odnosa kamatnih stopa na evro-indeksirane kredite što je sve zajedno sa klijentima uveli smo standarde kvaliteta doprinelo oporavku kreditne aktivnosti. Bankarski sektor je na nivou cele Banke, kao i alate za merenje visoko kapitalizovan zahvaljujući konzervativnim merama, te je njihovog zadovoljstva. Izuzetno smo zadovoljni i učešće problematičnih kredita tokom godine ostvarilo najniži dosadašnjim rezultatima ovih mera koji nam nivo od 2011. godine i iznosilo je 17 odsto. daju podstrek za dalja unapređenja.

8 9 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 POSLOVANJE SA PRIVREDOM I GLOBALNA TRŽIŠTA

Tokom godine uspešno su realizovani prvi vrste finansiranja, tokom godine ostvaren krediti iz programa subvencije u okviru je značajan korak napred u unapređenju sporazuma sa Vladom Belorusije. Sporazum ekspertize i znanja svih internih strana se odnosi na kupovinu opreme i vozila uključenih u proces. Uzevši u obzir značajne proizvedenih u Belorusiji, a realizuje se potencijale poljoprivrede, dalji planovi u posredstvom Banke i zasniva na subvenciji ovom segmentu poslovanja biće usmereni dela kamatne stope (u visini eskontne stope na uspostavljanje adekvatnog modela Narodne banke Srbije), što ova sredstva finansiranja. čini veoma konkurentnim za kreditiranje kompanija koje kupuju opremu i vozila U 2016. godini, uspešno su realizovane prve proizvedena u Belorusiji. Pored domaćih transakcije i potpisani novi sporazumi kompanija koje su korisnici poljoprivrednih za Faktoring koji imaju za cilj da omoguće mašina i vozila, sporazum je predmet dodatnu likvidnost u trgovini između privrednih interesovanja i velikih korisnika, kao što subjekata, uz istovremenu mogućnost zaštite U segmentu poslovanja sa privredom u Banka je nastavila dobru praksu podrške su gradska transportna preduzeća, ali i od rizika neplaćanja. 2016. godini fokus je bio na pružanju snažne velikim korporativnim klijentima preko preduzeća iz oblasti rudarske industrije. podrške korporativnim klijentima što je članica Sberbank Grupe, čime je nastavljen Tradicionalno veliki broj upravo ovih korisnika Razvoj novih proizvoda i usluga ostaće rezultiralo zavidnim rezultatima. Ostvaren značajan rast aktivnosti u oblasti poslovanja usmeren je na proizvođače opreme, mašina jedan od ključnih pokretača budućeg je značajan rast plasmana u Odeljenju za sa ovim klijentima. Povećan je obim saradnje i privrednih vozila renomiranih kompanija iz razvoja poslovanja u Resoru za poslovanje poslove sa malim i srednjim preduzećima, dok sa postojećim klijentima, a najznačajniji Belorusije. sa privredom i globalna tržišta i u narednim je u Odeljenju za poslove sa korporativnim realizovani poslovi predstavljaju proširenje godinama, kao i nastavak saradnje sa javnim klijentima i javnim sektorom realizovano saradnje sa kompanijom NIS a.d. Novi U cilju unapređenja prodajnih aktivnosti, sektorom u cilju realizacije infrastrukturnih nekoliko većih transakcija koje su rezultat Sad, kao i podrška u realizaciji kapitalnog uspešno je realizovan pilot projekat u projekata u okviru lokalnih samouprava postojećih, ali i novih sporazuma. energetskog objekta EFT Stanari koji je Odeljenju za poslove sa malim i srednjim koristeći modele javno-privatnog partnerstva. pušten u pogon, a koji je realizovan uz učešće preduzećima i uspostavljen savremen model Banke preko sindiciranog kredita u okviru praćenja i merenja prodajnih aktivnosti, koji Sberbank Grupe. Jedan od većih poslova je i treba da unapredi saradnju sa postojećim i unapređenje saradnje sa kompanijom FIAT omogući efikasniju akviziciju novih klijenata. povećanjem izloženosti. U nameri da u svakom trenutku pokaže Ukupan obim spoljnotrgovinske razmene spremnost za saradnju i adekvatnu podršku sa Rusijom je praćen značajnim učešćem poslovanju malim i srednjim preduzećima, Banke sa tendencijom rasta u ukupnom koje vidi kao nosioce privrednog razvoja, spoljnotrgovinskom prometu sa ovom kreirana je univerzalna kreditna linija zemljom, što potvrđuje stratešku orijentaciju ,,Spektar” koja se odobrava na rok od Sberbank Srbija kada je u pitanju saradnja šest godina. Ovaj inovativan proizvod sa kompanijama usmerenim ka tržištu se prilagođava potrebama kompanija u Rusije i Zajednice nezavisnih država (ZND). skladu sa njihovim poslovnim planiranjem. U želji da pruži podsticaj izvozu domaće ,,Spektar” predstavlja univerzalno rešenje, privrede, Banka je promovisala proizvod koji koje kompanijama omogućava korišćenje je namenjen izvoznicima na tržište Ruske dozvoljenog prekoračenja po tekućem Federacije ,,Rešenje za siguran izvoz” koji se računu, kreditne kartice, kao i širok spektar može primeniti i za ostala tržišta. Proizvod je kratkoročnih i dugoročnih kreditnih proizvoda potpuno jedinstven i pruža klijentima visok u dinarima ili evrima, različite vrste garancija, nivo fleksibilnosti u planiranju i izvesnost kao i proizvoda dokumentarnog poslovanja u spoljno-trgovinskim transakcijama, sa akcentom na zaštitu od valutnog i rizika Razvoj i unapređenje aktivnosti u oblasti naplate. poljoprivrede predstavljaju važne pokretače razvoja poslovanja u okviru postojeće poslovne strategije malih i srednjih preduzeća. Imajući u vidu specifičnost i složenost ovakve

10 11 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 POSLOVANJE SA STANOVNIŠTVOM

U Resoru za poslovanje sa stanovništvom Kada govorimo o kreditima, na strani tražnje dugovanja po garantovano najboljoj ponudi na drumu“, ,,Majstor u kući“ i ,,Doktor na vezi“ težište je bilo na razvoju odnosa sa klijentima, najzastupljeniji proizvodi bili su gotovinski i ili pak keš kredit po najatraktivnijim uslovima. Banka potvrđuje svoju orijentaciju da je uvek izlaženju u susret njihovim potrebama i refinansirajući krediti što je u korelaciji sa padom tu za svoje verne korisnike. Iskustva klijenata kreiranju savremenih, praktičnih rešenja. referentne kamatne stope i cene izvora tokom Klijentima zaposlenim u kompanijama u sa terena dokazala su da je upravo to ono što godine, a posledično je uticalo i na pad cena okviru kanala ,,Banka na poslu” tokom godine čini razliku u doživljaju korišćenja proizvoda kredita. redovno su pripremane posebne pogodnosti. Banke. Ključni rezultati ostvareni tokom godine u ovom segmentu: Osluškujući potrebe klijenata i prateći tržišna kretanja povećani su maksimalni iznosi kredita. Depoziti i štedni proizvodi * Nivo novih plasmana je iznosio 139,6 mil Istovremeno proces podnošenja zahteva za kredite Banka je tokom godine prikupila značajan iznos evra, čime je ostvaren rast od 28% u odnosu pojednostavljen je smanjenjem dokumentacije depozita. Ukupan iznos depozita zaključno sa na prethodnu godinu. Potrebno je istaći da koju je potrebno da klijent pripremi. 31.12.2016. godine poraslo je na 304 miliona evra, je rast plasmana fizičkim licima iznosio čak sa 256 miliona koliko je bilo na kraju 2015. godine. 55% u odnosu na prethodnu godinu i dostigao Stalna posvećenost optimizaciji cene i Postignuti rast od gotovo 50 miliona evra, iznos od 77,5 mil evra karakteristika proizvoda rezultirala je ukupnim plasmanom kredita fizičkim licima u iznosu odnosno međugodišnji rast od 18,5% najbolji je * 3% je iznosio porast ukupnog kreditnog od 77,5 miliona evra što predstavlja rast od odraz poverenja klijenata. Ostvareni rezultat portfolia više od 55 odsto u odnosu na prethodnu godinu. doprinosi ostvarenju jednog od strateških ciljeva Ostvareni rezultat doprineo je značajnom Banke - obezbeđenju samofinansiranja budući * Depozitni portfolio uvećan je za 45 poboljšanju tržišne pozicije Banke i dostizanju da je kreditno - depozitni racio gotovo dostigao miliona evra na stanje od 301 mil evra, što tržišnog učešća od 4 odsto ( imajući u vidu da nivo od 100 odsto. predstavlja rast od 18% je ono krajem 2014. godine iznosilo 2,4 odsto). Paketi računa * Broj novih aktivnih klijenata je porastao Redovne kvartalne kampanje unapred za 63%, odnoso 48.000 i trenutno iznosi Partnerstva odobrenih proizvoda sjajan su put od proizvoda Preko 13.500 otvorenih tekućih računa klijenata 124.800 klijenata i usluga do klijenata. fizičkih lica i preko 3.000 otvorenih računa Jedinstven projekat na srpskom bankarskom tržištu mikro klijenata doprinelo je rastu ukupne * Otvoreno je 16.600 novih tekućih računa Krajem godine lansiran je ,,Super račun” PIKA migracija zvanično je završen 30.6.2016. baze, koja je dostigla nivo od 87.500 tekućih za korisnike platne Super Kartice kojim godine sa ostvarenim rekrordnim rezultatom - računa klijenata u Resoru za poslovanje sa * Izdato je 32.600 kreditnih kartica, što su ovim klijentima omogućene dodatne akvizirano je više od 43.000 klijenata. stanovništvom. predstavlja najbolji rezultat u istoriji Banke pogodnosti. Ovaj paket račun svojim korisnicima pbezbeđuje najbolju kombinaciju Od pokretanja, kroz celokupan projekat Super * Ostvaren je porast Paketi računa prepoznati su kao jedinstveni prihoda od naknada proizvoda uključujući i besplatno mesečno Kartice privučeno je novih 59 hiljada klijenata. od 20% u odnosu na prethodnu godinu – izdvajajući paket računa Jednostavno, koji održavanje kreditne kartice po najpovoljnijoj sadrži i dalje jedinstvenu i potpuno besplatnu U saradnji sa partnerima tokom godine je ceni, mogućnost refinansiranja svih svojih uslugu 24/7 koja podrazumeva usluge ,,Drug omogućena i jedinstvena mogućnost izmirenja

12 13 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016

mesečnih računa za Super Karticu na kasama za keš kredite i kredite za refinansiranje Mikro segment ili info pultovima u odabranim Roda, Mercator uz konstatntu prisutnost sa oglasima na i IDEA prodavnicama. Google-u. Strateški određen marketing mix, U segmentu mikro klijenata glavni zadatak postavka specijalnih onlajn ponuda za kredite je bio očuvanje portfolija klijenata i dodatno kao i korišćenje svih internih kanala dovelo je povećanje kreditne aktivnosti. Intenzivne Marketing podrška do odličnih prodajnih rezultata. aktivnosti su sprovedene u oblasti unapređenja proizvoda i usluga. Poslovanje sa stanovništvom aktivno je podržano marketinškim aktivnostima. U fokusu Oboren je rekord iz 2014. godine u puštenim reklamnih kampanja bili su keš krediti i krediti volumenima koji su u 2016. godini iznosili za refinansiranje koji su bili prisutni i na TV nešto više od 62 miliona evra. ekranima. Ostvaren je porast dozvoljenih prekoračenja Sprovedene su dve TV kampanje kojima je od 49 odsto u odnosu na prethodnu godinu. promovisan Super kredit, keš kredit ili kredit Posebno je negovan odnos sa izabranim za refinansiranje, a prisustvo je ostvareno i klijentima kroz preselekciju na osnovu u štampanim medijima, onlajn i ,,outdoor” dostupnih finansijskih izveštaja, a izdato je i medijima. Obe kampanje su doprinele 2.453 debitnih kartica. Produžena je prosečna sjajnim prodajnim rezultatima u Resoru za ročnost kredita daljim favorizovanjem poslovanje sa stanovništvom, porastu prodaje revolving kreditne linije kao višenamenskog kredita putem onlajn kanala, kao i povećanoj proizvoda i uvođenje Kredita za finansiranje primećenosti Sberbank brenda. tekućih poslovnih potreba kao i kredita sa rokom otplate od 24 meseca. Pored kvantitativnih i kvalitativni pokazatelji, kao što su primećenost same kampanje i Akcenat je stavljen na aktivnost klijenata – povezanost reklame sa brendom, ostvarili su obavljanje platnog prometa klijenata preko zapažene rezultate. računa u Banci je imperativ za započinjanje poslovne saradnje sa svakim novim klijentom iz ovog segmenta, što je posledično imalo izrazito Onlajn aktivnosti Redovnim razvojem zvaničnog sajta Banke, pozitivan uticaj na rast prihoda od naknada iz uvedene su i nove “landing” stranice za poslova platnog prometa i dokumentarnog Kako je digitalna komunikacija u strateškom poslovanja. fokusu Banke, tako su tokom godine realizovane Platne kartice i Tekuće račune, kako bi korisnici imali jasan pregled informacija i brojne marketinške aktivnosti na onlajn Proširena je i paleta proizvoda za mogućnost jednostavnog onlajn apliciranja kanalima komunikacije. U okviru funkcije digitalni poljoprivrednike – kreirano je dozvoljeno za proizvode. marketing, intenzivne aktivnosti doprinele su prekoračenje, a Banka je uzela učešće i u ostvarenju ambicioznih ciljeva u promociji brenda Pozicioniranje Banke na Društvenim programu subvencije koji podržava ulaganje u i proizvoda Banke, ali i u ostvarenju prodaje. mrežama je jednako važno, te je od 23. ovu industrijsku granu. Unapređeni su zvaničan sajt Banke kao septembra Banka zvanično prisutna i na najvažniji kanal komunikacije i onlajn prodajni društvenoj mreži Instagram. Relevantni proces, da bi fokus mogao biti usmeren na sadržaji, brzi odgovori i podrška rezultirali su promociju keš kredita i kredita za refinansiranje. dvostrukim povećanjem “fanova” na Facebook Realizovane su četiri onlajn kampanje stranici na više od 30.000.

14 15 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 SISTEM UPRAVLJANJA RIZICIMA Pokazatelj 2014 2015 2016

Pokazatelj adekvatnosti 17,2% 20,1% 21,8% kapitala

vrednosti Republike Srbije koje se lako mogu Narodna banka Srbije je tokom 2016. godine Stalni cilj upravljanja rizicima je da se obezbedi Pokazatelji konvertovati u gotovinu u slučaju nepredvidivih i sprovela proveru aktivnosti koje je Banka stabilno poslovanje kao osnov za ispunjenje kreditnog 2014 2015 2016 rizika negativnih oscilacija u tokovima gotovine. preduzela radi unapređenja upravljanja poslovne politike i strategije Banke. Banka rizicima i potvrdila njihovu adekvatnost Pokazatelj učešća 29,6% 27,5% 22,9% upravlja rizicima i donosi odluke u skladu sa problematičnih kredita U toku 2016. godine nivo likvidnosti je bio i usklađenost sa regulativom. Istom je Pokazatelj ukupne definisanim rizičnim profilom koji određuje pokrivenosti 95,1% 101% 103,3% na zavidnom nivou gledajući sa regulatornog potvrđeno da su procesi i procedure visokog prihvatljiv nivo kreditnog, tržišnog, operativnog problematičnih kredita Pokazatelj pokrivenosti aspekta Narodne banke Srbije, ali i aspekta kvaliteta i da Banka raspolaže dovoljnim i rizika likvidnosti. Upravljanje rizicima za cilj problematičnih kredita isravkom vrednosti Evropske centralne banke. Racio likvidnosti se nivoom kapitala za pokriće svih rizika bilansne aktive i 37,5% 47,1% 55,3% ima da zaštiti, ali i omogući efikasno korišćenje rezervisanja za gubitke kretao između 1,4 i 2,9 što govori o tome da kojima je izložena u svom poslovanju (što po vanbilansnim kapitala Banke i da održava adekvatnost kapitala stavkama je likvidnost bila na visokom nivou uzimajući u potvrđuje i visok pokazatelj adekvatnosti na potrebnom nivou da bi poslovanje Banke bilo obzir nivo regulatornog minimuma propisanog kapitala) čime je potvrđena stabilnost i sigurno za sve zainteresovane strane (klijente, Tokom 2016. godineStanje nastavljeno NPL-a (MEUR) je unapređenje od strane Narodne banke Srbije od 1. Banka solventnost Banke. vlasnike, zaposlene i regulatore). Segmentprocesa i metodologija2015 u 2016svim oblastimaΔ ispunjava i zahteve evropskih standarda

Privredaupravljanja rizicima.114.62 Najznačajnije94.60 izmene-20.02 su lividnosti i prati nivo racia pokrivenosti Ostvarenja vrednost adekvatnosti kapitala vršene u oblasti upravljanja kreditnim rizikom likvidnom imovinom definisanim od strane Novi međunarodni standard IFRS 9 – Stanovništvo 60.18 53.02 -7.16 na kraju 2016. godine iznosi 21,8% što je kao i u skladu sa zahtevima Grupe i regulatora. Evropske centralne banke, čija se vrednost u Pokazatelj 2014 2015 2016 Finansijski instrumenti prethodnih godina značajno iznad regulatorno UkupnoTako su u oblasti174.80 kreditnog 147.61rizika izmenjene-27.18 toku 2016. godine kretala u rasponu od 88% do propisanih minimalnih 12 odsto: Pokazatelj metodologija za određivanje rizičnog profila 144% što je daleko od regulatornog minimuma Sberbank Srbija je prelazak sa Međunarodnog adekvatnosti 17,2% 20,1% 21,8% kapitala banke, definisanje dodatnih pokazatelja od 70 odsto. računovodstvenog standarda 39 (IAS39) Pokazatelj 2014 2015 2016 rizika i metoda njihovog praćenja, a sve u cilju na IFRS9 uvrstila u svoje strateške ciljeve i sveobuhvatnije i preciznije procene rizika. Pored U cilju smanjenja rizika likvidnosti Banka pokrenula projekat 2016. godine. Projekat Pokazatelj Pokazateljiadekvatnosti 17,2% 20,1% 21,8% toga unapređene su metodologije za procenu nastoji da koristi diversifikovane izvore je usklađen sa zahtevima Sberbank Europe kreditnogkapitala 2014 2015 2016 rizika finansijskog stanja i kreditne sposobnosti novčanih sredstava, kao što su: depoziti sa Grupe, a na njemu rade zaposleni iz oblasti dužnika u skladu sa izmenama lokalne različitim rokovima dospeća (po broju i vrsti finansija, upravljanja rizikom i informacione Pokazatelj učešća 29,6% 27,5% 22,9% problematičnihKao i u čitavom kredita bankarskom sektoru Srbije, tako regulative koja je prilagođena EBA standardima deponenata), dugoročna sredstva sa različitih tehnologije. IFRS 9 izmeniće klasifikaciju, PokazateljiPokazateljje i Sberbank ukupne Srbija fokusirana na delotvorno kreditnogpokrivenosti 95,1% 101% 103,3% finansijskih tržišta, subordinirane obaveze i merenje i obezvređenje plasmana u odnosu problematičnih kredita 2014 2015 2016 (najveća izmena je uvođenje novog statusa rizikarešavanje problematičnih plasmana. Nastavljajući Pokazatelj pokrivenosti potraživanja – restrukturirano (“forborne”) akcijski kapital. na IAS 39 i primenjivaće se od početka 2018. problematičnih kredita Pokazateljs primenom učešća adekvatnog29,6% rezervisanja27,5% za 22,9%lošu problematičnihisravkom vrednosti kredita potraživanje.). godine. Nastao je kao odgovor na finansijsku bilansneaktivu aktive iiz prethodne37,5% godine, 47,1%Banka je tokom55,3% rezervisanjaPokazatelj ukupne za gubitke Tokom 2016. godine fokus je bio usmeren krizu kada su stvarni gubici daleko premašili popokrivenosti vanbilansnim 95,1% 101% 103,3% stavkamaproblematičnih2016. godine kredita ostvarila odličan rezultat na planu Upravljanje rizikom likvidnosti definisano i na rast i dalje povećanje udela lokalnih formirana rezervisanja za gubitke u skladu Pokazatelj pokrivenosti problematičnih kredita je kao niz aktivnosti u cilju održavanja izvora finansiranja, odnosno porast depozita sa IAS 39. Primena IFRS 9 pojačaće procenu isravkom vrednosti Stanje NPL-a (MEUR) bilansne aktive i 37,5% 47,1% 55,3% neophodnog nivoa likvidnosti za poslovanje klijenata. Ukupno ostvareni godišnji prirast kreditne sposobnosti dužnika, daće veći rezervisanja za gubitke poSegment vanbilansnim 2015 2016 Δ Banke, a u skladu sa analizom ročnosti depozita u 2016. godini iznosi 93 miliona značaj redovnom praćenju kvaliteta kreditnog stavkama Privreda 114.62 94.60 -20.02 bilansnih obaveza, potraživanja i vanbilansnih evra, čime je smanjen racio odnosa kredita i portfolija i proceni uticaja makroekonomskih depozita na nivo od 104%, što govori o velikom Stanovništvo Stanje60.18 NPL-a (MEUR)53.02 -7.16 stavki. tokova na njegov razvoj. Najveća novina je poverenju klijenata i bitnom smanjivanju uvođenje modela očekivanog gubitka za UkupnoSegment 174.802015 147.612016 -27.18Δ Kako bi se osiguralo efikasno upravljanje zavisnosti u finansiranju od centrale, odnosno celokupni životni vek kredita. Pored toga, Privreda 114.62 94.60 -20.02 likvidnošću, dužnosti su podeljene između većoj nezavisnosti. banke se podstiču da sa klijentima zaključuju Stanovništvosmanjenja nivoa60.18 problematičnih53.02 plasmana-7.16 Sektora za investicije i tržišta koje vrši standardne forme ugovora sa retkim zahvaljujući znatno boljoj naplati, uspešno Banka svojom imovinom i obavezama upravlja Ukupno 174.80 147.61 -27.18 operativno upravljanje likvidnošću, Odeljenja promenama uslova. Imajući u vidu nivo sprovedenim restrukturiranjima i otpisu za upravljanje aktivom i pasivom koje se bavi na način koji joj obezbeđuje da u svakom razvijenosti tržišta kredita u Srbiji primena nenaplativih potraživanja, neto umanjenje loše likvidnosnom strukturom kao i optimizacijom trenutku ispunjava sve svoje obaveze, kao i IFRS9 će dovesti do značajnog povećanja aktive iznosi preko 27 miliona evra. izvora i plasmana dok je Grupa za upravljanje da njeni klijenti raspolažu svojim sredstvima u rezervisanja za gubitke banaka. tržišnim rizicima zadužena za stres testiranje skladu sa ugovorenim rokovima. Ovom rezultatu doprineo je i niži priliv novih likvidnosti. problematičnih plasmana, kao posledica Tokom godine unapređen je i Plan oporavka kojim kontinuiranog unapređenja funkcija praćenja Banka poseduje visok nivo likvidnosnih rezervi su predviđene mere koje će se primenjivati u slučaju kvaliteta kreditnog portfolija, ranog uočavanja koje drži u obliku gotovinskih sredstava, znatnog pogoršanja finansijskog poslovanja, a radi pokazatelja povišenog rizika, kao i temeljnih sredstava na računima kod prvoklasnih banaka ponovnog uspostavljanja održivog poslovanja i aktivnosti rane naplate. i u obliku visokolikvidnih bezrizičnih hartija od odgovarajućeg finansijskog položaja.

16 17 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 FINANSIJE IT SIGURNOST

Budžet za 2016. godinu postavljen je naredne godine mogu biti samo uspešnije sa Tokom 2016. godine sajber kriminal je bio u određuju. Banka je u skladu sa ovim Zakonom, ambiciozno i kao takav zahtevao je od svih ostvarenim još boljim rezultatom. konstantnom porastu, mapa sajber–pretnji radila na implementaciji „Politike bezbednosti organizacionih jedinica veliku posvećenost, nastavila je da se konstantno menja, te je informacionog sistema“ kojom se definišu angažovanje i inovativno razmišljanje. Proces automatizacije je tokom godine bio Banka aktivnosti u ovoj oblasti usmerila na bezbednosne mere zaštite, principi, načini i Ostvareni rezultat postignut je zahvaljujući aktuelan imajući u vidu da je automatizovan veliki procenu rizika informacione bezbednosti procedure postizanja i održavanja adekvatnog optimizaciji procesa, ali i novim inovativnim broj izveštaja, kako onih koji idu ka regulatoru kako bi očuvala adekvatan nivo zaštite. nivoa bezbednosti sistema, kao i ovlašćenja i proizvodima. tako i internih. Odeljenje računovodstva ide odgovornosti u vezi sa informacionim sistemom u korak sa digitilizacijom, te je proces popisa Jedan od metoda efikasne procene ranjivosti Banke. U svetlu značajnih makroekomskih i političkih realizovan koršćenjem bar kod čitača. informacionog sistema Banke sproveden promena, Banka je u obavezi da sprovodi tokom godine je proces penetracijskog projekcije svakog meseca, tako da usaglašavanje Takođe treba pomenuti i optimizaciju i testiranja, izveden simulacijom realnih budžeta predstavlja zadatak koji traje cele automatizaciju procesa, uz poseban naglasak na scenarija napada obučenog tima. Kako godine i angažuje brojne organizacione jedinice. optimizaciju troškova u cilju što boljeg rezultata uspešnost ’phishing’ i ’social engeenering’ napada, Prethodna, 2015. godina bila je veoma zahtevna racia operativnih rashoda u operativnim procenjenih kao 2 najčešća tipa sajber- posebno sa osvrtom na dve Dijagnostičke prihodima i veće profitabilnosti. napada direktno zavise od ljudskog faktora studije koje su sprovedene od strane nadzornih ovi testovi su sprovedeni i u okruženju Banke. organa i značajnu oscilaciju kursa švajcarskog I u narednoj godini cilj Sektora finansija je Rezultati pen testa su reflektovali važnost franka, tako da se može reći da je 2016. godina da se što više automatizuju procesi i samim dobre obučenosti i svesnosti zaposlenih o bila godina preokreta. tim postigne što veća efikasnost i još više prevarnim tehnikama, kao i o mehanizmima vremena posveti analizama i da se usaglasi sa zaštite od njih. Studije su potvrdile da je Sberbank Srbija novim zahtevima IFRS 9 standarda i Basel III likvidna i da ima dovoljno kapitala, tako da regulative. Pored ulaganja u tehnička sredstva zaštite od cyber pretnji Banka posebnu pažnju posvećuje treninzima i obukama zaposlenih. Organizovane su kampanje i programi obuke u cilju pružanja najboljih saveta zaposlenima sa fokusom na to kako da budu fokusirani da prepoznaju pretnje u datom momentu. Dosta entuzijazma i kreativnosti uloženo je u e-learning kampanju koja je od većine zaposlenih ocenjena kao najbolja do sada.

Nove, moderne tehnologije diktiraju promene fokusa kad se posmatra cyber-bezbednost, pa kompanije usvajaju moderan koncept digitalnog ili ’in Cloud’ poslovanja koji omogućava određenu udobnost, dok sa druge strane otvara i nove rizike za poslovanje. Cyber security tim Banke uspeo je da obezbedi kontinuitet poslovnih aktivnosti bez prekida u poslovanju tokom godine.

Jedna od važnih aktivnosti tokom godine bilo je i usklađivanje sa regulativom. U 2016. godini donet je Zakon o informacionoj bezbednosti, kao i uredbe koje ga bliže

18 19 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 KORPORATIVNA DRUŠTVENA ODGOVORNOST ,,Maša i Medved“ za decu iz ustanova koja pomaže zbrinjavanju onkoloških pacijenata socijalne zaštite u odmaklim fazama bolesti.

Druženje dece iz ustanova socijalne zaštite sa omiljenim dečijim junacima Mašom i Pomoć ,,Domu Jovan Jovanović Zmaj“ Medvedom u organizaciji Sberbank Srbija Banka je donirala sredstva za renoviranje započeto 2015. godine, nastavljeno je i tokom apartmana u kom borave najmlađi štićenici 2016. godine. U martu mesecu više od sto ove institucije. Doprinos boljim uslovima života pedesetoro dece bez roditeljskog staranja i pružili su i zaposleni Banke koji su zajedničkim iz hraniteljskih porodica iz Kragujevca, Niša, angažmanom uredili dvorište ove ustanove. Subotice i Novog Sada imalo je priliku da uživaju u avanturama Maše i Medveda u predstavi „Kutija sreće“, zahvaljujući humanitarnoj akciji banke.

Novogodišnje radosti u okviru akcije Zaštita životne sredine ,,Sberbank deci” Sberbank Srbija posvećena je racionalnom Deca Zaštita i uređenje Marginalne grupe Kultura i umetnost Novogodišnja akcija ,,Sberbank deci“ ulepšala korišćenju resursa i uravljanju otpadom kako bi životne sredine je praznične dane štićenicima Centra za ostvarila što manji negativan uticaj na životnu porodični smeštaj i usvojenje Novi Sad i Centra sredinu. U tom cilju Banka je tokom 2016. za zaštitu odojčadi, dece i omladine Beograd godine prikuplila više od 3,5 tona papirnog Delovanje Sberbank Srbija u oblasti društveno Saradnja je nastavljena i u avgustu su na (popularna Zvečanska). Deca iz pomenutih otpada i 0,674 tone PVC otpada, a interni odgovornog poslovanja zasnovano je na blagajnama svih ekspozitura Sberbank mreže ustanova uživala su u novogodišnjoj predstavi časopis banke izdaje se u elektronskoj formi. ubeđenju da je za unapređenje celokupnog postavljene kutije za sakupljanje novca kojima kao i druženju sa predstavnicima Banke tokom U svim ekspoziturama uvedeno je štedljivo društva neophodno dugoročno posvećeno se i klijenti banke uključuju i doprinose bržoj koga su zajednički okitili jelku. osvetljenje čime je ostvarena značajna ušteda delovanje zasnovano na etičkim principima, izgradnji hemato-onkološkog odeljenja u Nišu. električne energije. budući da je jedino na taj način moguće doprineti stvaranju boljeg okruženja za sve Podrška organizaciji Belhospice zaposlene, klijente, partnere i širu zajednicu, „Čep za hendikep“ Učešćem na tradicionom osmomartovskom uz visok stepen odgovornosti prema životnoj Banka već drugu godinu doprinosi humanitarnoj sredini. humanitarnom turniru u kuglanju u organizaciji Belhospice Banka je podržala ovu organizaciju i ekološkoj inicijativi Udruženja paraplegičara i kvadriplegičara Banata ,,Čep za hendikep”. Tokom 2016. godine usvojena je strateška U poslovnim prostorijama banke postavljene orijentacija kojom su jasno definisane oblasti su specijalne kutije u koje zaposleni odlažu u okviru kojih će Banka fokusirati svoje prikupljene plastične čepove koji se recikliraju, aktivnosti. a sredstva prikupljena na ovaj način koriste za kupovinu invalidskih kolica za potrebe ovih korisnika. Saradnja sa NURDOR-om

Strateška saradnja sa NURDOR-om Doniraj, Recikliraj, Poentiraj (Nacionalnim udruženjem roditelja dece obolele od raka) uspostavljena Donacijom praznih toner kaseta podržana je je u aprilu mesecu kada su zaposleni akcija Fondacije ,,Ana i Vlade Divac“ i kompanije banke učestvovali na 29. Beogradskom Perihard inženjering ,,Doniraj, Recikliraj, maratonu, a banka donirala novac za Poentiraj“. Sredstva dobijena reciklažom izgradnju izgradnju novog dečijeg hemato- praznih toner kaseta namenjena su mladima onkološkog odeljenja u Nišu. u manje razvijenim opštinama.

20 21 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016

Finansijska edukacija

Sberbank Srbija je transparentnost u komunikaciji za Finansije i rizike i direktorka Odeljenja za sa klijentima usvojila kao jedan od osnovinih integrisano upravljanje rizicima. principa svog delovanja. U želji da ode korak dalje nizom aktivnosti sprovedenih tokom godine na Drugom obukom su predstavljeni sadržaji kao direktan način doprinosi finansijskog edukaciji. što su Makroekonomsko okruženje i bankarski Za Banku ove aktivnosti predstavljaju strateško sektor, poslovanje sa stanovništvom i razvoj i delovanje i pravac koji će negovati i tokom kreiranje proizvoda, njegove cene i zakonske narednih godina. regulative u ovoj oblasti, a predavači su bili član Izvršnog odbora zadužen za poslovanje Obeležavanje Evropske nedelje novca sa stanovništvom i direktorka Odeljenja za razvoj proizvoda. Sberbank Srbija se uviđajući potrebu finansijske edukacije priključila Radnoj grupi Udruženja Sberbank Srbija planira da i tokom 2017. godine banaka Srbije i učestvovala u obeležavanju nastavi i dalje razvije ove obuke. Evropske i Svetske nedelje novca. U periodu od 14. do 18. marta Banka je na svojoj društvenoj Edukacija studenata mreži Facebook nizom edukativnih postova svaki dan pojašnjavala po jedan bankarski proizvod, dok su u svim ekspoziturama distribuirani flajeri istog sadržaja.

Obuke za novinare

U želji da razvija i neguje dobre odnose sa predstavnicima medija Banka je organizovala obuke novinara kojima su prisustvovali novinari najeminentnijih redakcija zaduženi za ekonomske teme.

Tokom godine održane su dve obuke kojima je prisustvovalo po deset novinara.

Tema prve obuke bili su Rizici i Stres test koju su održali član Izvršnog odbora zadužen Banka od 2014. godine sarađuje sa Ekonomskim fakultetom u Beogradu, a tokom 2016. godine uspostavljena je i saradnja sa Beogradskom bankarskom akademijom, Fakultetom organizacionih nauka, ali i Centrom za razvoj karijere i savetovanje studenata Univerziteta u Beogradu.

Rezultat ovoga je da je samo tokom 2016. godine više od 180 studenata prisustvovalo predavanjima koja su na ovim institucijama održali zaposleni Banke.

22 23 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 ISTRAŽIVANJA I RAZVOJ

Poslovni segment Banke koji se bavi Ispitivanje zadovoljstva klijenata Razvoj prepoznatljivosti brenda (Brand Awareness) upravljanjem kvalitetom usluge, iskustvom CSS (Customer Satisfaction klijenata i istraživanjima ili ‘’Customer Experience Management’’ je u sklopu svoje Survey) - Standard S2 definisane poslovne strategije u 2016. godini U toku novembra meseca 2016. godine konstantno pratio, merio i analizirao potrebe, Tokom 2016. godine u nekoliko talasa 14,6%. Ovaj rezultat je najbolji od kada je Sberbank sprovedeno je istraživanje zadovoljstva zadovoljstvo, lojalnost i očekivanja klijenata. FMDS omnibus ispitivanja praćen je trend prisutna u Srbijii od kada se sprovodi ovo ispitivanje. klijenata (Customer Satisfaction Survey – CSS). Fokus je stavljen na merenja koja su definisana pozicioniranja Sberbank brenda i shodno Ispitivani su klijenti tri poslovna segmenta Gledano po strukturi klijenata, Sberbank brend i usvojena kroz interne standarde kvaliteta rezultatima preduzimani strateški koraci i Banke i to fizička lica metodologijom licem u ima najbolju pozicioniranost kod kao što su standard S1 - kvalitet usluge u inicijative kako bi brend bio što bolje pozicioniran. Mass Affluent lice u 33 ekspoziture, ukupno 1650 klijenata, segmenta i to sa izuzetnim postignućem ekspoziturama i S2 - zadovoljstvo klijenata. odnosno 50 po ekspozituri i CATI telefonskom Na kraju godine zabeležen je rast prepoznatljivosti prepoznatljivosti brenda od 34,1%, što je na Pored ovih merenja kvartalno je praćen razvoj metodologijom pravnih lica i to u segmentima i svesti o Sberbank brendu zaviše od 5% u odnosu prosečnom nivou u odnosu na ostale veće i prepoznatljivost Sberbank brenda na tržištu, malih preduzeća i preduzetnika 300 klijenata na prvi kvartal iste godine koji na kraju iznosi banke na tržištu. kvalitativno je analiziran imidž Banke na i privrede 250 klijenata. tržištu, uspešnost oglašavanja i komunikacija.

Merenje kvaliteta usluge u Segment Ocena zadovoljstva klijenata CSI Sberbank ekspoziturama - Stanovništvo (fizička lica i mikro) 6.4 91% Standard S1 Fizička lica 6.5 93% Mikro 5.9 84% Ovim standardom i merenjem metodologijom Mystery Shopping – Tajna kupovina fokus Privreda - mala i srednja preduzeća 5.7 81% Opšta ocena zadovoljstva je stavljen na ispitivanje i analizu kvaliteta 6.3 90% pružene usluge u Sberbank ekspoziturama kao i klijenata na nivou Banke generalno iskustvo klijenata pri poseti ekspozituri i raspitivanju o određenom proizvodu ili usluzi. Visok nivo zadovoljstva klijenti su potvrdili Analiziran je generalni utisak o ekspozituri, i posebnim ocenjivanjem Sbrebank Srbija blagajničko i savetničko poslovanje, organizacija kada je u pitanju spremnost na preporuku. rada, komunikacija sa klijentima i poštovanje Za ovaj aspekt Banka na totalu ima izuzetno procesa zaključenja prodaje. postignuće NPS - (Net Promoter Score) indeksa sa uspešnošću od 50%, što znači da bi Indeks kvaliteta usluge SQI (Total) 85% svaki drugi klijent Sberbank zaista i preporučio Prvi utisak o ekspozituri 93% svojim prijateljima, kolegama i poznanicima. Kod fizičkih lica ova ocena je još viša i iznosi Blagajna 91% 65% što je izvanredan rezultat. U delu privrede Savetodavni razgovor 81% situacija je očekivana, jer su u pitanju i zahtevniji Zaključenje prodaje 74% i kompleksniji klijenti, pa je ta ocena niža, tek kod mikro klijenata iznosi 22%, a kod privrede - malih i srednjih preduzeća 4%. Kvalitet usluge Sberbank je na veoma visokom nivou sa SQI Indeksom od 85%, što potvrđuje Generalno rezultati pokazuju visok stepen nalaz poslednjeg talasa merenja sprovedenog zadovoljstva svih klijenata obuhvaćenih u oktobru 2016. godine kada je i 80% klijenata istraživanjem što potvrđuje da se stalni trud i rad kvalitet usluge ocenilo kao odličan, a 9% kao na unapređenju kvaliteta usluge i ispunjavanje uglavnom dobar. očekivanja klijenata isplati.

24 25 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 LJUDSKI RESURSI

Za Sberbank Srbija zaposleni predstavljaju najvažniji resurs i u skladu sa tim tokom i 2016. godine nastavljeno je sa njihovim razvojem, 54 35 obukom, ocenjivanjem i nagrađivanjem. expert senior

Obuke 73 18 viši junior Obukama zaposlenih posvećuje se posebna Otvorene pozicije menadžment pažnja kako bi bile u skladu sa specifičnostima tokom godine posla koji obavljaju. Cilj edukacije zaposlenih je unapređivanje njihovih znanja i veština u skladu sa godišnjim planom obuka koji se kreira u saradnji sa svim organizacionim Interno sticanje znanja i veština jedinicama. Obuke predstavljaju kombinaciju Jedan od principa obuke i razvoja u praktičnog i teorijskog znanja, a u internim Sberbank Srbija je verovanje da uspeh obukama učestvuju i koleginice i kolege iz ne zavisi samo od toga šta zaposleni sada različitih sektora. može da uradi već šta je sposoban da nauči i Tokom 2016. godine zaposleni Banke su proveli primeni u budućnosti. Bilo da je reč o internim ukupno 1386 trening dana i to 641 trening dana ili eksternim treninzima, treninzima znanja ili na eksternim i 745 na internim obukama. veština izuzetno je važno da nadređeni prati

Struktura zaposlenih

Neodređeno Određeno vreme vreme 632 37 svoje zaposlene i da zajedno sa njima definiše Tokom godine realizovano je ukupno 10 internih potrebe razvoja. Sa druge strane, svaki treninga, a neki od sadržaja koji su čini su: zaposleni je zadužen za svoj individualni razvoj usklađenost poslovanja, incident menadžment, i apsolutno ohrabren da se izjasni šta je to što krizni menadžment, informaciona sigurnosti dr. smatra da je neophodno razviti i unaprediti.

Tokom godine usvojen je i novi koncept interne 669 razmene znanja koji zahteva planiranje učenja 463 206 i razvoja znanja.

26 27 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 FINANSIJSKI IZVEŠTAJI

Ključni pokazatelji 2012-2016. Ostvareni pokazatelji poslovanja Banke na dan 31. decembar 2016. godine

Racio operativni troškovi kroz neto prihode iz poslovanja

2012 44% Pokazatelji poslovanja Ostvareno Propisano 2013 43%

2014 48% Kapital EUR 116.655.906 min. EUR 10.000.000

2015 67% Adekvatnost kapitala 21.78% min. 12%

2016 59% Pokazatelj ukupnih ulaganja u lica koja nisu u finansijskom sektoru i osnovna sredstva 4,38% max. 60%

Ukupni depoziti klijenata Izloženost prema licima povezanim u milionima RSD 2012 24,705 sa bankom u odnosu na kapital 17.86% max. 25%

2013 28,137 Pokazatelj zbira velikih izloženosti banke 147.20% max. 400%

2014 35,852 Pokazatelj likvidnosti – decembar 1.81 min. 0,8

2015 53,655 Pokazatelj deviznog rizika 4.62% max. 20%

2016 65,848

Plasman kredita (bruto) u milionima RSD 2012 78,655 2013 71,518 Događaji po završetku poslovne godine 2014 77,058 Nije bilo značajnih događaja posle datuma izveštajnog perioda koji bi zahtevali korekcije ili obelodanjivanje u napomenama uz priložene finansijske izveštaje za 2016. godinu. 2015 77,964

2016 80,119

28 29 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 BILANS USPEHA za godinu završenu BILANS STANJA za godinu završenu 31. decembra 2016. godine 31. decembra 2016. godine

U hiljadama dinara 2016. 2015. U hiljadama dinara 2016. 2015.

AKTIVA Gotovina i sredstva kod Centralne banke 17.625.385 17.490.339 Prihodi od kamata 5.529.991 6.484.905 Finansijska sredstva po fer vrednosti kroz bilans uspeha namenjena trgovanju 37.449 17.726 Rashodi kamata (1.158.107) (1.492.834) Finansijska sredstva raspoloživa za prodaju 14.750.164 12.262.823 Neto prihod po osnovu kamata 4.371.884 4.992.071 Krediti i potraživanja od banaka i drugih Prihodi od naknada i provizija 1.568.942 1.358.773 finansijskih organizacija 4.076.294 7.339.593 Rashodi naknada i provizija (530.833) (382.269) Krediti i potraživanja od komitenata 69.863.561 67.767.172 Neto prihod po osnovu naknada i provizija 1.038.109 976.504 Nematerijalna ulaganja 278.823 277.203 Nekretnine, postrojenja i oprema 481.274 553.576 Neto dobitak/ gubitak po osnovu finansijskih sredstava namenjenih trgovanju 31.415 (6.525) Tekuća poreska sredstva 61.207 64.071 Neto gubitak po osnovu zaštite od rizika - (10) Odložena poreska sredstva 68.917 94.207 Neto prihod od kursnih razlika i efekata Ostala sredstva 915.241 968.820 ugovorene valutne klauzule 389.030 368.106 UKUPNA AKTIVA 108.158.315 106.835.530 Neto gubitak po osnovu investicija u pridružena društva i zajedničke poduhvate - (131) OBAVEZE Ostali poslovni prihodi 50.915 67.376 Finansijske obaveze po fer vrednosti kroz bilans uspeha Neto rashod po osnovu obezvređenja finansijskih namenjene trgovanju 8.905 20.557 sredstava i kreditno rizičnih vanbilansnih stavki (1.966.866) (2.672.524) Depoziti i ostale obaveze prema bankama, drugim Troškovi zarada, naknada zarada i ostali lični rashodi (1.372.191) (1.278.380) finansijskim organizacijama i Centralnoj banci 16.037.047 21.842.496 Troškovi amortizacije (167.199) (148.578) Depoziti i ostale obaveze prema drugim komitentima 65.848.455 53.655.327 Ostali rashodi (-1.941.174) (2.879.996) Subordinirane obaveze 1.852.357 6.689.713 Dobitak/ gubitak pre oporezivanja 433.923 (582.087) Rezervisanja 426.828 399.223 Porez na dobitak - - Odložene poreske obaveze - 78.495 Dobitak po osnovu odloženih poreza 2.246 84.356 Ostale obaveze 637.504 949.906 UKUPNO OBAVEZE 84.811.096 83.635.717 Dobitak/ gubitak nakon oporezivanja 436.169 (497.731) Pripisuje se: KAPITAL Dobitak/(Gubitak) koji pripada matičnom entitetu 436.169 (497.731) Akcijski kapital 14.820.961 14.820.961 Zarada po akciji (u dinarima bez para) 71 - Dobitak 436.169 0 Gubitak - (497.731) Rezerve 8.090.089 8.877.673 Nerealizovani gubici - (1.090) UKUPAN KAPITAL 23.347.219 23.199.813

UKUPNO PASIVA 108.158.315 106.835.530

30 31 Sberbank Srbija a.d. Beograd I Godišnji izveštaj 2016 ORGANIZACIONA ŠEMA SBERBANK SRBIJA A.D. BEOGRAD

VAŽI OD 7.12.2016.

UPRAVNI ODBOR

Služba Služba usklađenosti interne poslovanja revizije banke

PREDSEDNIK IZVRŠNOG B-1 pozicije ODBORA

B-2 pozicije Služba za ljudske Pravna resurse služba

RESOR ZA RESOR ZA POSLOVE SA RESOR ZA POSLOVE RESOR ZA UPRAVLJANJE STANOVNIŠTVOM SA PRIVREDOM I UPRAVLJANJE OPERACIJAMA FINASIJAMA I RIZICIMA (Predsednik Izvršnog odbora) GLOBALNA TRŽIŠTA (Predsednik Izvršnog odbora) (Član Izvršnog odbora) (Član Izvršnog odbora)

Odeljenje za Sektor za poslove Odeljenje za Odeljenje za Odeljenje za Sektor za Odeljenje za Sektor Sektor za Služba za Služba za Sektor Sektor za Odeljenje za Marketing i digitalno sa privredom i sa Služba za Grupa za Služba za integrisano upravljanje upravljanje restrukturiranje i Odeljenje za Sektor za razvoj prodaje i investicije i informacione organizaciju i bankarskih procenu kreditnim rizikom kreditnim rizikom naplatu analizu upravljanje komunikacije bankarstvo i malim i srednjim upravljanje održavanje i nabavku bezbednost kreditnog upravljanje finansije aktivom i proizvoda distribucije tržišta tehnologije operacija podršku u segmentu u segmentu problematičnih kolaterala partnerstva preduzećima efikasnošću rizika rizicima stanovništva privrede plasmana pasivom

Grupa za Grupa za Odeljenje za Odeljenje za Odeljenje za Grupa za Grupa za analizu finansijske Odeljenje za Odeljenje za Odeljenje za Odeljenje za Grupa za analizu Odeljenje za ranu obuku i Region Region poslove poslove sa Odeljenje Odeljenje procenu portfolio analizu kreditnog rizika Region institucije i poslove sa kreditne razvoj Odeljenje prodaju Odeljenje Odeljenje administraciju kreditnog rizika identifikaciju Odeljenje podršku Beograd Novi Sad Kragujevac zastupanja u korporativnim trgovanja finansijskih Grupa za kreditne kreditnog rizika - integrisano portfolia i finansiranje klijentima i javnim malim isrednjim analize proizvoda platnog Direktnih računa i modeliranje portfolia i limite problematičnih računovodstva prodaje osiguranju preduzećima i MIS instrumenata infrastrukturu prometa kanala administracije za poslove sa upravljanje u segmentu plasmana u spoljnotrgovinskih sektorom i operacije podršku mreži privredom rizicima u segmentu poslova stanovništva privrede sektoru privrede Grupa za usluge Odeljenje za Grupa za klijentima iz procenu metodologiju i Grupa za Odeljenje za Odeljenje Zajednice Regionalni kreditnog rizika procese Grupa za metodologiju upravljanja Grupa za metodologiju restrukturiranje i Regionalni centar Regionalni centar Ekspoziture nezavisnih Centar Grupa kreditne za poslove sa - integrisano kreditnog rizika i naplatu finansijama Beograd 1 Novi Sad aplikativnu Grupa za kreditnog rizika država Beograd podršku Grupa za administracije malom privredom upravljanje rizicima rezervisanja problematičnih platni promet u Kontakt centar u segmentu u segmentu podršku mreži za rad sa stanovništva plasmana za Regionalni centar Ekspoziture zemlji stanovništvom privrede poslove sa Beograd 2 Odeljenje za Grupa za privredom Grupa za Regionalni procenu upravljanje izveštavanje Grupa za kreditnog rizika tržišnim Grupa za Grupa za Narodnoj Banci Ekspoziture Centar Grupa za Grupa kreditne tehnologiju u tehnologiju u Odeljenje za platni promet rešavanje Grupa za za poslove sa rizicima Srbije Čačak administraciju administracije stanovništvom kreditnim kreditnim restrukturiranje i sa prigovora rizicima rizicima računa za rad sa naplatu inostranstvom klijenata privredom u segmentu u segmentu problematičnih Grupa za stanovništva privrede plasmana za Regionalni upravljanje poslove sa operativnim stanovništvom Centar Grupa za Grupa za Grupa za rizicima Novi Sad režimsku poslove knjiženje i kontrolu glavnog trezora usaglašavanje Grupa za ranu naplatu potraživanja za Grupa za poslove sa podršku sektoru stanovništvom tržišta

Grupa dokumentarnih poslova i garancija

32 33 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 2016 ANNUAL BUSINESS REPORT

www.sberbank.rs

34 35 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 CONTENTS

5 Mission and Vission

6 About Sberbank and Sberbank Europe

8 Foreword of the President of the Executive Board

10 Corporate and Global Markets

12 Retail

16 Risk Management System

18 Finance

19 IT Security

20 Corporate Social Responsibility

21 Environmental Safety

22 Financial Literacy

24 Research and Development

26 Human Resources

28 Financial Statements

28 Key Facts 2012-2016

29 Performance Indicators

30 Income Statement

31 Balance Sheet

32 Organisation Structure

2 3 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016

MISSION

Our goal is to create value for our clients by providing them with easy to use, convenient and innovative products and services. We will achieve that goal by being a responsible lender and through the engagement of our talented and dedicated employees. We provide solutions to even the most complex requests from private citizens, small businesses and corporate clients. The satisfaction of our customers, together with internal efficiency, will result in the creation of value for our shareholder. VISION

Innovative and confident bank that customers like to cooperate with and employees are proud of.

4 5 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 ABOUT SBERBANK AND SBERBANK EUROPE

Sberbank Europe’s business model

Sberbank Europe’s business model evolves around four pillars:

• Profitability

Following a successful business year 2016 and the exit from the Slovak market, Sberbank Europe will focus on further boosting its performance by optimizing the segment and product mix as well as maximizing the return on capital.

• Self-funded

Sberbank Europe is placing an additional self- funding focus on its Balkan markets and maintaining it in the Czech Republic, Austria, and Germany, while optimizing its funding mix.

• Modern About Sberbank Europe Sberbank Europe aims to build its competitive advantage based on innovation, not size. The banking group is fostering digital projects in Sberbank Europe AG, headquartered in Vienna, Austria, is a banking all its key markets and leveraging knowledge group that is 100% owned by Sberbank of Russia, the largest bank of its mother company Sberbank of Russia. in Russia. Sberbank of Russia is servicing more than 70% of the In order to increase its customer base while Russian population. The European subsidiary Sberbank Europe is addressing the needs of existing and potential present in nine European markets: Austria, Germany, Bosnia and customers, Sberbank Europe wants to fully Herzegovina (Sarajevo and Banja Luka), Croatia, Czech Republic, utilize partnerships across the region as one of Hungary, Slovenia, Serbia, and Ukraine. In Germany, Sberbank the main innovation driver. Direct serves retail clients, offering online basic banking products. In Austria, Sberbank Europe serves corporate clients with • Light business focus on CEE markets, Russia and CIS. Sberbank Europe Group has over 670,000 customers, operates 232 branches, and Sberbank Europe continues to ensure cost- employs nearly 4,300 employees across Europe. The total assets efficient operations by stringently managing its of Sberbank Europe amount to EUR 12.7bn (as of December 2016). expenses.

6 7

0 500 1000 1500 Miles

0 500 1000 1500 2000 Kilometres Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 FOREWORD OF THE PRESIDENT OF THE EXECUTIVE BOARD

Last year was very important for all employees measures so far and this gives us stimulus for at Sberbank Serbia and we can say it was the further improvements. year of change for us, excellent results were achieved and new initiatives were launched that The corporate social responsibility, an important will constitute a solid basis for success in the determinant of our business, received a strategic coming years. framework during the year which is another indicator of our desire to be a useful member of I am particularly proud of the fact that we the society in which we operate. Our activities have adopted a new Mission and Vision of the are focused on helping children, marginal groups, Bank, that will provide us with a new focus and supporting culture and art, and protection and direction which we will strive for in the future. development of the environment. They represent a joint product of all employees and therefore have even greater value for us. All the successes achieved are the result of motivation and expertise of our employees, Retail sector shows the best results since we who generously invest their resources in started operating in the Serbian market. The the progress of the Bank and who are our number of new customers grew by as much as best ambassadors. For that reason we 63% compared to previous year, which is the best continue to build our corporate culture and indicator that the market has recognized the make Sberbank a desirable place for career innovativeness and value of our offer. Growth development. was recorded both in deposits and credit activity. We remain on the path of success in the Ladies and Gentlemen, In the corporate segment, we have continued following year, dedicated to customer needs to be a safe and strong partner and support and improving the quality of service, activities It is my pleasure to present you, on behalf of the Executive Board, to our corporate customers, but we are also focused on innovation, finding new solutions and the business results of Sberbank Serbia in 2016, a year in which we building bridges between Serbian and Russian opportunities, employee development as well as achieved remarkable results. companies. providing additional value for our shareholders.

The year behind us is characterized by low and stable inflation, GDP In the risk management segment, the Bank recorded a growth of 2.7%according to preliminary data, and the implements adequate measures hence the Respectfully, capital adequacy ratios grow from year to year, growth is expected to continue in the coming years. Favourable Marijana Vasilescu trends in the labor market, significant decrease in interest rates on and an excellent result was achieved in the President of the Executive Board RSD loans, relaxation of monetary policy by the European Central reduction of bad assets. Bank and decline in country risk premium consequently affected the decline in interest rates on euro-indexed loans, which all With the aim to constantly improve relations together contributed to the recovery of credit activity. The banking with our clients, we have introduced quality sector is highly capitalized due to conservative measures hence the standards on the Bank level, as well as tools participation of non-performing loans during the year reached the for measuring customer satisfaction. We are lowest level since 2011 and amounted to 17%. extremely satisfied with the results of these

8 9 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 CORPORATE SECTOR AND GLOBAL MARKETS

program under the agreement with the Bearing in mind the specificity and complexity Government of Belarus. The agreement of this type of financing, during 2016 a step relates to the purchase of equipment and forward was made in improving the expertise vehicles produced in Belarus, is implemented and knowledge of all internal parties involved through the Bank, and is based on subsidy in the process. Given the significant potential of a part of the interest rate (in the amount of agriculture, future plans in this business of the discount rate of the National Bank segment will be focused on establishing an of Serbia), which makes these funds very adequate financing model. competitive for lending to companies that buy equipment and vehicles produced in In 2016, first transactions were successfully Belarus. In addition to domestic companies carried out and new factoring agreements that are users of agricultural machines and were signed which aim at providing additional liquidity in trade between business entities In 2016, in the Corporate segment the focus was recorded in the field of operations with vehicles, the agreement is also a matter of while at the same time having the possibility was on providing strong support to corporate these clients. The volume of cooperation with interest of large users such as urban transport of protection against the risk of default. clients which has resulted in admirable results. existing clients has increased, and the most companies, but also mining companies. There has been a significant increase in significant realized activities are extension A large number of precisely these users is traditionally oriented towards manufacturers In addition, development of new products placements in the SME Sales Department, while of cooperation with the company NIS a.d. and services remains one of the key drivers several major transactions were performed Novi Sad as well as support in realization of of equipment, machines and commercial vehicles of renowned companies in Belarus. of future business development in the in the Corporate Department as a result the capital energy facility EFT Stanari which Department for corporate and global of new and previously signed agreements. was put into operation and which was With a purpose of improving sales activities, markets in the coming years as well as the The Bank has continued the good practice implemented with the participation of the a pilot project in the SME Sales Department continuation of cooperation with the public of supporting large corporate customers Bank through a syndicated loan within the was successfully implemented and a modern sector in order to implement infrastructure through the Sberbank Group members, due Sberbank Group. One of the major activities model of monitoring and measuring of sales projects within local governments using to which a significant growth of activities is also the promotion of cooperation with activities was established whose aim is to models of public-private partnership. the company FIAT where the exposure was improve cooperation with existing customers increased. and enable a more efficient acquision of new Total volume of foreign trade with Russia was customers. accompanied by a significant share of the With the intention to show readiness for Bank with a tendency of growth in the total cooperation and adequate support to business foreign trade with Russia, which confirms the operations of small and medium enterprises, strategic orientation of Sberbank Serbia when which are seen as the key factors of economic it comes to cooperation with companies development, “Spektar” was created, a focused on the market of Russia and the universal line of credit granted for a period Commonwealth of Independent States (CIS). of 6 years. This innovative product adapts to Wishing to provide an impetus to domestic the needs of companies in accordance with exports, the Bank has promoted a product their business plans. “Spektar” represents a which is intended for exporters to the market universal solution, that allows companies the of the Russian Federation, and which can usage of overdraft, credit cards, as well as a also be applied to other markets. The product wide spectrum of short and long-term loans is completely unique and provides customers in RSD and EUR, various bank guarantees and with a high level of flexibility in planning and letters of credit. certainty in foreign trade transactions, with an emphasis on protection against currency Development and improvement of banking risk within line of credit denominated in activities in the field of agriculture are roubles. important drivers of future business development within the existing business During the year we have has successfully strategy of small and medium enterprises. realized the first loans under the subsidy

10 11 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 RETAIL SECTOR

In the Retail Sector, the focus has been on approval process has been further relieved by Special offers were also created for customers includes services “Your friend on the road”, development of the client’s relations, anticipation reducing the documentation that customers who work in companies that were specifically “Your handyman” and “Your doctor on the of their needs, as well as creation of modern, need to present. Regular quarterly campaigns identified through the channel “Bank at work”. phone”, the Bank confirms its commitment practical solutions. involving the pre-approved products represent to always being there for its loyal customers. Customer experience in the field proved that an excellent way from products and services Deposits and saving products Key results in 2016: to customers. this is precisely what makes the difference in the experience of using the Bank products. During the year the Bank has collected a * The level of new loans amounted to EUR When it comes to loans, the highest demand significant amount of deposits. Deposit balance 139.6 milion which represents a growth was for cash and refinancing loans which grew from EUR 256 milion at the end of 2015 of 28% compared to the previous year. It corresponds to the decline in benchmark to EUR 304 milion on December 31st, 2016. The should be pointed out that the increase interest rate and price of the source in 2016, increase of nearly EUR 50 milion, i.e. the annual in growth of loans to private individuals which resulted in decrease in loan prices. growth of 18.5% is the best indicator of customer amounted to as much as 55% compared to trust. Same as the trend of price decrease was the previous year and reached the amount Continuous commitment to finding an pronounced in case of credit products, the of EUR 77.5 milion optimal price level and product combination deposit products also underwent significant resulted in a successful outcome which was price corrections. On one hand, this influenced * Total loan portfolio increased by 3% visible in the achieved result - total disbursed the reduction of interest expense for the Bank, loans to private individuals amounted to while on the other hand, the attractiveness of * Deposit portfolio increased by EUR 45 EUR 77.5 milion, representing an increase the offer was maintained. In this way, one of milion to EUR 301 milion which represents of over 55% compared to the previous the important strategic goals was achieved a growth of 18% year. The achieved result contributed to - securing the position of a self-financing a significant improvement of the Bank’s institution since the loan-to-deposit ratio almost * Number of new active customers grew position and achieving the market share reached the level of 100%. Partnerships by 63%, i.e. 48,000 and currently amounts of 4% (bearing in mind that it amounted to to 124,800 new customers 2.4% at the end of 2014). A unique project in the Serbian banking market Account packages – PIKA migration – was officially completed * 16,600 new current accounts were opened The “Super account” campaign was launched on June 30th 2016 achieving a record-breaking at the end of the year through which the * 32,600 credit cards were issued which Over 13,500 opened current accounts of private result– over 43 thousand customers were existing customers, owners of the Payment represents the best result in the history individuals and over 3,000 opened accounts of acquired. Super Kartica, were offered more additional of the Bank micro customers contributed to the growth of benefits. By choosing the account package the total base, which reached a level of 87,500 Since it was launched, the entire Super * Fee income increased by 20% compared to “Super Account”, customers obtained the current accounts of customers in the Retail sector. Kartica project attracted 59 thousand new the previous year best combination of products including free customers. monthly maintenance of the credit card at the Account packages were recognized as unique By listening to the clients’ needs and following best price, possibility to refinance all their debts - by singling out the Jednostavno current In addition to this, in cooperation with our market trends maximum loan amounts was under guaranteed best offer or cash loan under account package, which includes the still partners, we have enabled the holders of payment increased. At the same time the entire loan most attractive terms. unique and completely free 24/7 service that Super Kartica to settle their monthly balances on

12 13 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016

this card at cash registers or info-counters at the implemented, accompanied by constant Micro segment selected Roda, Mercator and IDEA stores. presence in Google adds. This strategically defined marketing mix, placement of special In the segment of micro clients the main goal was to preserve the aquired customer portfolio Marketing Support and additionally to increase the credit activity. Intensive activities were realized in the field of Retail banking was actively supported by improvement of products and services. marketing activities. The focus of promotional activities was primarily placed on cash loans and The 2014 record was broken in regard to refinancing loans. disbursed volumes which amounted to slightly more than EUR 62 milion in 2016. Two TV campaigns which promoted Super loan, cash loan or refinancing loan, have been Overdrafts have increased by 49% compared conducted, and presence was achieved also in to the previous year. Relationship with selected the print media, online and ,,outdoor” media. customers was carefully maintained through Both campaigns have contributed to the great the preselection made based on available sales results in the Retail Sector, sales growth financial reports, 2453 debit cards were issued of loans through online channels as well as during the course of the year. The focus was increased awareness of Sberbank brand. also on extending the average maturity of loans, which was achieved by further favoring of the In addition to the quantitative, qualitative revolving line of credit as a multifunctional indicators such as the visibility of the campaign product and introduction of the Loan for and the advertising association with the brand, financing current business needs as well the achieved remarkable results as well. online loan offers, as well as employment of loan with a 24 month tenor. all internal channels yielded excellent results in Emphasis was placed on customer activity - terms of sales. Online activities performing customer payment transactions through bank accounts with the Bank is an Since digital communication is part of the As a part of constant development of the imperative for starting the business cooperation Bank’s strategic focus, numerous marketing Bank’s official website, new landing pages with each new customer in this segment, activities regarding online communication were introduced for Payment Cards and which consequently had a very positive impact channels were carried out over the year. Current Accounts, providing the customers on the growth of fee income from payment Within the Digital Marketing function, intensive with a clear overview of information and with transactions and documentary operations. activities has contributed to the achievement of the possibility to apply for products online in a straightforward manner. ambitious goals for promoting the brand and the The product range intended for farmers was Bank’s products, but also for conducting sales. Bank’s positioning on social networks is also expanded - overdraft was created, and the Bank took part in the subsidy program that The Bank’s official website was improved as equally important, which is why the Bank supports investments in this industry. the most important communication channel has been officially present onInstagram and online sales process so that the focus social network since September 23rd. Relevant might be shifted to promoting cash loans and features, prompt responses and support refinancing loans. Four online campaigns resulted in doubling the number of followers for cash loans and refinancing loans were on our Facebook page to more than 30,000.

14 15 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 RISK MANAGEMENT SYSTEM Indicator 2014 2015 2016

Capital adequacy 17,2% 20,1% 21,8% ratio

securities of the Republic of Serbia that can be In 2016, the National Bank of Serbia carried out The permanent objective of risk management Credit easily converted to cash in the event of unforeseen the verification of activities undertaken by the risk 2014 2015 2016 is to ensure stable operation as a basis for indicators and adverse fluctuations in cash flows. Bank in order to improve risk management and implementing the business policy and strategy Indicator of non-performing 29,6% 27,5% 22,9% confirmed its adequacy and compliance with of the Bank. The Bank manages risks and makes loans share Indicator of total Liquidity level was at an admirable level in regulations. During the same verification it was decisions in accordance with the defined risk coverage of 95,1% 101% 103,3% non-performing loans 2016 looking from the regulatory aspect confirmed that the processes and procedures profile which determines the acceptable level Indicator of coverage of of the National Bank of Serbia, but also were of high quality and that the Bank has non-performing loans by of credit, market, operational and liquidity risk. impairment of from the aspect of the European Central on-balance-sheet assets 37,5% 47,1% 55,3% sufficient capital to cover all the risks to which it The goal of risk management is to protect and and provisions for losses on o-balance-sheet items Bank. Liquidity ratio ranged between 1.4 is exposed in its operations (as confirmed by the facilitate efficient use of the bank capital and to and 2.9 which indicates that liquidity was high capital adequacy ratio), thus confirming maintain the capital adequacy at the required During 2016 the BankNPL (MEUR)continued to improve at a high level, considering the regulatory the stability and solvency of the Bank. level in order to provide safe operation of the processes and methodologies in all areas Segment 2015 2016 Δ minimum prescribed by the National Bank bank for all stakeholders (customers, owners, of risk management. The most significant of Serbia which is 1. The Bank also meets the Corporate 114.62 94.60 -20.02 employees and regulators). changes were made in the area of credit requirements of European liquidity standards New international standard IFRS 9 – riskRetail management60.18 in accordance53.02 with -7.16the and complies with the liquid assets coverage Financial Instruments Capital adequacy ratio amounted to 21.8% at requirementsTotal of the174.80 Group and147.61 the regulators.-27.18 ratio defined by the European Central Bank, theIndicator end of 2016 which2014 is, as in2015 previous years,2016 Thus, methodology for determining the bank’s whose value in 2016 ranged from 88% to Transition from the International Accounting significantly above the regulatory prescribed Capital risk profile, defining additional risk indicators 144% which is significantly higher than the Standard 39 (IAS39) to IFRS9 was set as one adequacy 17,2% 20,1% 21,8% minimumratio of 12%: and method of their monitoring were changed regulatory prescribed minimum of 70%. of the strategic goals of Sberbank Srbija and within the area of credit risk management, the project was initiated in 2016. The project Indicator 2014 2015 2016 with the aim of a more comprehensive and In order to reduce the liquidity risk, the Bank was aligned with requirements of Sberbank Credit Capital more accurate risk assessment. In addition, tries to use diversified sources of funds such as Europe Group, and involves the work of staff riskadequacy 17,2%2014 20,1%2015 21,8%2016 indicatorsratio methodologies for assessing the financial deposits with different maturities (by number employed at the finance, risk management situation and credit worthiness of the and type of depositors), long-term funds from Indicator of non-performing 29,6% 27,5% 22,9% and information technologies departments. Asloans the share entire banking sector in Serbia, Sberbank borrower have been improved in accordance different financial markets, subordinated Indicator of total Compared to the IAS 39, the IFRS9 SerbiaCreditcoverage of is also focused95,1% on effectively101% resolving103,3% with changes in local regulations which have liabilities and share capital. shall introduce changes in classification, non-performingrisknon-performing loans loans.2014 Continuing2015 with2016 the indicatorsIndicator of coverage of been adapted to EBA standards (the biggest measurement and depreciation of loans and implementationnon-performing loans by of adequate provisions for bad impairment of change is the introduction of the new status of During 2016 the focus was on growth and Indicator of non-performing 29,6%37,5% 27,5%47,1% 22,9%55,3% shall be applied as of the beginning of 2018. It assetsloanson-balance-sheet share from assets the previous year, in 2016, the Bank and provisions for losses receivables - “forborne” receivables.) further increase of the share of local financing was established as a response to the financial Indicatoron o-balance-sheet of total items achievedcoverage of an excellent95,1% result in terms101% of reducing103,3% sources and increase in customer deposits. non-performing loans crisis when actual loses far exceeded the Liquidity risk management is defined as a series Total recorded annual deposit growth in 2016 Indicator of coverage of NPL (MEUR) reserves set for loses in accordance with non-performing loans by impairment of of activities with the aim of maintaining the amounted to MEUR 93 due to which the the IAS 39. Application of the IFRS 9 will on-balance-sheetSegment assets 201537,5% 47,1%2016 55,3%Δ and provisions for losses necessary level of liquidity for Bank operations loan-to-deposit ratio was reduced to 104% improve assessment of creditworthiness of on o-balance-sheet items Corporate 114.62 94.60 -20.02 in accordance with maturity analysis of on- which shows the great trust of customers debtors, place more importance on regular Retail 60.18 53.02 -7.16 balance-sheet liabilities, receivables and off- and significant reduction ofdependence on NPL (MEUR) monitoring of credit portfolio quality and Total 174.80 147.61 -27.18 balance-sheet items. financing from the central office, i.e. greater Segment 2015 2016 Δ assessment of impacts of macroeconomic independence. events on the development thereof. The theCorporate level of non-performing114.62 94.60 loans - due-20.02 to In order to effectively manage liquidity, duties most striking novelty is introducing the significantlyRetail better60.18 collection,53.02 successfully-7.16 have been divided between the Sector for The Bank manages its assets and liabilities in expected loss model for the entire lifespan of investments and markets that performs a way that ensures that all its obligations are implementedTotal restructuring174.80 and147.61 write-off-27.18 of the loan. In addition to this, banks are being uncollectable receivables, net impairment of operational liquidity management, ALM fulfilled at all times and that its clients dispose encouraged to enter into standard forms of bad assets amounts to over EUR 27 milion. Department which deals with liquidity structure of their funds in accordance with agreed terms. agreements with customers, with seldom as well as optimisation of sources and loans, changes of terms and conditions. Having in A lower inflow of new non-performing loans The Recovery plan was also improved during while the Market Risk Group is responsible for mind the level of development of the loan contributed to this result, due to continuous the year, which prescribes measures to be liquidity stress testing. market in Serbia, application of the IFRS9 improvement of monitoring functions of applied in the event of a significant deterioration will bring about a significant increase in the the loan portfolio quality, early detection of The Bank has a high level of liquidity reserves of financial operations, in order to re-establish reserves for losses suffered by the banks. increased risk as well as fundamental activities held in form of cash, assets in accounts with first sustainable operations and adequate financial of early collection. class banks and in form of high-liquidity risk free position.

16 17 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 FINANCE IT SECURITY

The 2016 budget was set ambitiously and as The automation process was ongoing During 2016, cybercrime was constantly on enacted, as well as provisions that govern such required great commitment, involvement throughout the year, taking into consideration the rise, and the map of cyber-threats was it in further detail. In accordance with the and innovative thinking on the part of all that a large number of reports had been continuously changing, so the Bank directed its said Law, the Bank has been working on the organisational units. The result achieved rests automatized, both those aimed at regulatory activities with this respect to risk assessment of implementation of the „Information System on process optimisation, but also on new bodies and the internal ones. Our Accounting information security with the aim of preserving Security Policy”, which defines security and innovative products. Department is keeping up with digitalisation a high degree of protection. protection measures, principles, methods and and the inventory keeping process is now procedures for achieving and maintaining In the light of significant macroeconomic and being conducted with barcode readers. One of the methods of efficient assessment a proper level of system security, as well as political shifts, the Bank is obliged to prepare of vulnerability of the Bank’s information authorisations and responsibilities regarding projections on a monthly basis, which is why It is also important to mention the optimisation system which was implemented during the the Bank’s information system. budget adjustment is a year-round task which and automatization of processes, with special year was the penetration testing process. It requires involvement of many organisational emphasis on cost optimisation with the aim was conducted through a simulation of real units. The previous year, 2015, was highly of achieving the best possible results in the scenarios of attacks by a trained team. Since demanding, especially having in mind the two operative loss in operative income ratio, as the successfulness of phishing and social Diagnostic Studies conducted by supervisory well as enhanced profitability. engineering attacks, estimated as the two bodies and the significant fluctuations of the most frequent types of cyber-attacks, directly Swiss franc exchange rate. Therefore, it may In the following year, too, the aim of the Finance depends on the human factor, these tests be said that 2016 was a year of many changes. Division shall be to automatize processes as were carried out in the Bank’s premises, as much as possible and thereby to achieve even well. The results of the pen test reflected the Studies confirmed the liquidity of Sberbank and greater efficiency and to devote more time to importance of good training and awareness it disposal of sufficient amount of capital, which analyses. on the part of employees of fraudulent means that the years to come may only be more techniques, as well as of mechanisms that successful and yield even better business results. protect them against these.

In addition to investments in technical tools for protection against cyber-threats, the Bank places special attention to staff trainings and education. Campaigns and training programmes were organised with the aim to provide the best available pieces of advice to the employees, focusing on how to keep a sharp eye and to identify threats at any given time. Much enthusiasm and creativity was invested in the e-learning campaign, which most of the employees assessed as the bestso far.

New and modern technologies dictate the changes of focus in terms of cyber security, so companies are adopting a modern concept of digital or „in Cloud” doing of business which provides certain comfort, while on the other hand creating new opportunities of abuse and new business risks. The Bank’s Cyber security team managed to secure non-disrupted conduct of business activitiesduring 2016.

One of the important activities throughout the year was compliance with regulations. In 2016, the Law on Information Security was

18 19 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 CORPORATE SOCIAL RESPONSIBILITY “Masha and the Bear” for children BELhospice, the Bank supported this organisation who are wards of social welfare that provides palliative care to cancer patients centres during advanced stages of illness.

Opportunities for children who are wards of Help for “Jovan Jovanović Zmaj social welfare centres to spend time with their Centre” favourite heroes Masha and the Bear which have been organised by Sberbank since 2015 The Bank donated funds to renovate the rooms continued in 2016, as well. In March, owing to that accommodate the youngest wards of this charity activity of the Bank, more than fifty institution. The Bank’s employees also made a children without parental care and those living contribution to improving life conditions here in foster families from Kragujevac, Niš, Subotica by joining efforts to manicure the yard of the and Novi Sad had the opportunity to enjoy the Centre. adventures of Masha and the Bear during a theatre play “Box of Happiness”.

New Year joys as par t of the initiative Environmental Safety “Sberbank for the children” Sberbank Srbija is committed to rational Children Environmental safety Marginal groups Culture and arts exploitation of resources and waste and organisation New Year’s initiative “Sberbank for the children” management so as to minimise its impact on made the holidays better for the wards of the the environment as much as possible. With Centre for Foster Care and Adoption Novi Sad this aim, the Bank collected more than 3,5 tons Sberbank Serbia’s activity in the area of desks in every Sberbank branch office. It was a way and the Centre for Protection of Infants, Children of paper waste and 0.674 tons of PVC waste socially responsible business is based on the to involve the Bank’s customers, as well, so as to and Youth in Belgrade (known as Zvečanska). in 2016, and the Bank’s internal magazine conviction that improvement of the entire make a contribution to a quicker construction of Children living in the said facilities enjoyed a is issued online. Energy-efficient lighting society requires long-term commitment and the haematology and oncology ward in Niš. New Year’s theatre play and spent time with was installed in all branch offices, which actions based on ethical principles, given that the Bank’s representatives when they even significantly reduced electricity consumption.. it is the only way to contribute to the creation decorated the Christmas Tree together. of a better environment for all employees, customers, partners and the wider community, “Cap for Handicap” with a high degree of responsibility towards Support to the BELhospice the environment. organisation Second year in a row, the Bank has participated in the charity and environmental-friendly With its participation at the traditional 8th of In 2016, strategic orientation of the Bank was initiative of the Association of Paraplegics and March charity bowling tournament organised by adopted and it clearly defined areas which Quadriplegics of Banat, “Cap for Handicap”. At shall be the focus of the Bank’s activities. the Bank’s premises, special boxes were placed for the employees to put recyclable plastic caps, and funds raised though this initiative shall be Cooperation with NURDOR used to purchase wheelchairs for the members of the said Association. Strategic cooperation with NURDOR (National Association of Parents of Children with Cancer) was established in April, Donate, Recycle, Score when the Bank’s employees participated at the 29th Belgrade Marathon, and the Bank By donating used-up toner cartridges, the donated funds for the construction of the Bank supported the activity “Donate, Recycle, new haematology and oncology ward for Score” of Ana and Vlade Divac Foundation children in Niš. and of the Perihard Engineering company. Funds raised though recycling the used-up This cooperation continued, so in August boxes toner cartridges are aimed at youth in the for donating money were placed at the cashiers’ underdeveloped municipalities in Serbia.

20 21 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016

Financial Literacy

Sberbank Srbija adopted transparency in Topic of the first training was Risks and Stress communication with customers as one of the key Test. It was held by the Member of the Executive principles of its business. Striving to take a step Board in charge of Finance and Risks and the further, it contributed to financial education in a Head of the Integrated Risk Management direct way through a series of activities conducted Department. over the year. For the Bank, these activities are seen as strategic actions and an approach to be The second training introduced topics such as taken during the years to come, as well. Macroeconomic Environment and the Banking Sector, Retail Banking and Product Design Celebrating the European Money and Development, prices for products and Week legislation in the area. Lectures were held by the Member of the Executive Board in charge By identifying the needs for financial education, of Retail Banking and Head of the Product Sberbank Srbija joined the Task Force of the Development Department. Association of Serbian Banks and participated in celebrating the European and Global Money Sberbank Srbija plans to continue and further Week. Between March 14th and 18th, with a develop these trainings in 2017. series of educational posts on its page on the social network Facebook, the Bank explained Student education one banking product each day, while fliers with the same content were distributed in all branch offices.

Training for journalists

Striving to develop and nurture good relations with the media representatives, the Bank organised trainings for journalists which were attended by journalists from the most eminent news agencies dealing with economic topics.

During the year, two trainings were held and each was attended by ten journalists.

Since 2014, the Bank has been cooperating with the Faculty of Economics in Belgrade, and during 2016 it established cooperation with the Belgrade Banking Academy and the Faculty of Organisational Sciences, but also with Centre for Career Development and Student Counselling of the University of Belgrade.

The result was that in 2016 only, over 180 students attended lectures held by the Bank’s employees at the respective institutions.

22 23 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 RESEARCH AND DEVELOPMENT

In 2016, the business segment of the Bank Customer Satisfaction Survey Brand Awareness Development that deals with quality management services, CSS - Standard S2 customer experience and surveys or ‘Customer Experience Management’, as part of its defined During the month of November 2016, a During 2016, in several waves of FMDS started its operations in Serbia and since the business strategy, constantly monitored, Customer Satisfaction Survey - CSS was omnibus surveys, we followed the trend of implementation of this survey. measured and analyzed the needs, satisfaction, conducted. Clients of three business segments Sberbankbrand positioning and undertook loyalty and customer expectations. Focus was were surveyed, as follows: private individuals strategic steps and initiatives according to the Observed by the structure of customers, placed on measurements that have been defined using the face-to-face methodology in 33 results in order to better position the brand. Sberbankbrand has the best positioning with and adopted through internal quality standards branches, a total of 1,650 clients, i.e. 50 per regard to the Mass Affluent segment, with a such as the standard S1-quality of service in branch, and CATI telephone methodology At the end of the year, Sberbank brand remarkable brand awareness achievement of branches and S2-customer satisfaction. In for legal entities in small business and awareness grew by over 5% compared to the 34% which is the average level of other major addition to these measurements,development entrepreneurs segment (300 clients) and first quarter of the same year and amounted banks on the market. of theSberbankbrand awareness on the corporate segment (250 customers). to 14.6%. This is the best result since Sberbank market was monitored on a quarterly basis andqualitative analyses of the Bank’s image Customers confirmed the high level of on the market, level of advertising and satisfaction by assessing Sberbank Serbia communication success wereperformed. with regard to the readiness to provide

Measuring the quality of Segment Customer satisfaction score CSI services in Sberbank branches - Retail (PI+Micro) 6.4 91%

Standard S1 PI 6.5 93%

By applying this standard and Mystery Shopping Micro 5.9 84% measuring methodology, the focus was placed Corporate-SME 5.7 81% on assessment and analysis of the quality of Overall customer 6.3 90% service provided in Sberbank branches as well as satisfaction score general customer experience when visiting the branch and inquiring about a specific product recommendation. For this aspect, our bank or service. The following was analyzed: overall achieved an excellent NPS-Net Promoter impression of the branch, operation of cashiers Score index with a success rate of 50% which and advisers, communication with clients and means that every second Sberbank customer compliance with the process of closing the sale. would actually recommend the bank to their friends, colleagues and acquaintances. In the PI-private individuals group this score Service Quality Index SQI (Total) 85% is even higher and amounts to 65% which First impression of the branch oce 93% is an outstanding result. The situation is as expected in the business segment, since the Tellers’ desk 91% customers are more demanding and complex Conversation with the Adviser 81% hence the score is lower and amounts to 22% Closing of the Sales 74% for Micro customers and 4% for Corporate- SME customers. Quality of service of Sberbank is at a very high level having an SQI index of 85%, which confirms Overall results show a high level of satisfaction of the findings of the last measurement wave all customers included in the survey, confirming conducted in October 2016, when 80% of clients that the constant effort and work on improving rated the quality of service as excellent, and 9% the service quality and meeting customer as mostly good. expectations pays off.

24 25 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 HUMAN RESOURCES

For Sberbank Srbija, its employees are the most important resource and, accordingly, throughout the year the Bank continued 54 35 to develop, train, evaluate and reward its Expert Senior personnel. 73 18 Junior Higher Trainings Vacant positions Management during the year Special attention is devoted to staff training so as to make these in accordance with the specifics of their respective work. The different sectors take part in the internal goal of staff education is to improve their trainings. knowledge and skills in accordance with a long-term training plan which was designed In 2016, the Bank’s employees spent a total in cooperation with all organisational units. of 1,386 days in training, it being 641 days in Trainings are a combination of practical and external trainings and 745 days in internal theoretical knowledge, and colleagues from trainings.

Employee structure

Indefinite and is entirely encouraged to speak one’s mind Definite duration Internal acquisition of knowledge duration contracts and skills and say what he/she believes is necessary to contracts 632 develop and improve. 37 One of the principles of training and development at Sberbank Srbija is belief that success does not During the year, a new concept of internal depend solely upon what an employee is capable exchange of knowledge was adopted and of doing now, but upon what he/she is capable it requires planning in terms of the learning of learning and applying in the future. Whether process and knowledge development. it is internal or external training, knowledge or skills training, it is highly important that the A total of 10 internal trainings were conducted 463 669 206 superior keeps track of his/her subordinates and throughout the year, and some of the contents to define the development needs together with covered are: business compliance, incident them. On the other hand, each employee is in management, crisis management, information charge of his/her own individual development security and many others.

26 27 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 FINANCIAL STATEMENTS

Key Facts 2012-2016 Performance Indicators as of December 31st 2016

Cost Income

2012 44% Performance Indicators Achieved Set 2013 43%

2014 48% Capital EUR 116.655.906 min. EUR 10.000.000

2015 67% Capital Adequacy 21.78% min. 12% Indicator of the sum of all the investments in 2016 59% 4,38% max. 60% non-financial sector entities and fixed assets

Total Customer Deposit Total exposure to entities related in MRSD 17.86% max. 25% 2012 24,705 to the Bank with respect to the capital Indicator of the sum of all large exposures 2013 28,137 147.20% max. 400% of the Bank 2014 35,852 Indicator of liquidity – December 1.81 min. 0,8 2015 53,655 Indicator of foreign exchange risk 4.62% max. 20% 2016 65,848

Loan Placement (Gross Loans) in MRSD 2012 78,655 2013 71,518 Events after the reporting period 2014 77,058 There were no significant events after the reporting date that would require corrections or disclosures in the notes to the enclosed financial statements for the year ended 31st December 2016. 2015 77,964

2016 80,119

28 29 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 INCOME STATEMENT for the Year Ending BALANCE SHEET for the Year Ending on on December 31st 2016 December 31st 2016

In RSD thousand 2016 2015 In RSD thousand 2016 2015

ASSETS Cash and deposits with Central bank 17.625.385 17.490.339 Interest income 5.529.991 6.484.905 Financial assets at fair value through the profit or loss held for trading 37.449 17.726 Interest expenses (1.158.107) (1.492.834) Financial assets available for sale 14.750.164 12.262.823 Net interest income 4.371.884 4.992.071 Loans and receivables from banks and Fee and commission income 1.568.942 1.358.773 other financial institutions 4.076.294 7.339.593 Fee and commission expenses (530.833) (382.269) Loans and receivables from customers 69.863.561 67.767.172 Net fee and commission income 1.038.109 976.504 Intangible assets 278.823 277.203 Property, plant and equipment 481.274 553.576 Net gains on financial assets held for trading 31.415 (6.525) Current tax assets 61.207 64.071 Net loss on hedging - (10) Deferred tax assets 68.917 94.207 Other assets 915.241 968.820 Net foreign exchange gains 389.030 368.106 TOTAL ASSETS Net loss on investments in associated companies 108.158.315 106.835.530 and joint arrangement - (131) LIABILITIES Other operating income 50.915 67.376 Financial liabilities at fair value through profit Impairment losses on financial assets and or loss held for trading 8.905 20.557 o-balance sheet items, net (1.966.866) (2.672.524) Deposits and other liabilities to banks, Salaries, wages and other personal expenses (1.372.191) (1.278.380) other financial institutions and Central Bank 16.037.047 21.842.496 Depreciation and amortization (167.199) (148.578) Deposits and other liabilities to other customers 65.848.455 53.655.327 Other operating expenses (-1.941.174) (2.879.996) Subordinated liabilities 1.852.357 6.689.713 Profit before tax 433.923 (582.087) Provisions 426.828 399.223 Income tax - - Deferred tax liabilities - 78.495 Deferred income tax 2.246 84.356 Other liabilities 637.504 949.906 TOTAL LIABILITIES 84.811.096 83.635.717 Profit /Loss after tax 436.169 (497.731) Attributable to: EQUITY Profit / Loss attributable to Parent company 436.169 (497.731) Share capital 14.820.961 14.820.961 Earnings per share (in RSD) 71 - Profit for the year 436.169 0 Loss for the year - (497.731) Reserves 8.090.089 8.877.673 Unrealised losses - (1.090) TOTAL EQUITY 23.347.219 23.199.813

TOTAL LIABILITIES AND EQUITY 108.158.315 106.835.530

30 31 Sberbank Serbia a.d. Belgrade I Annual Business Report 2016 ORGANISATION STRUCTURE SBERBANK SERBIA A.D. BELGRADE

VALID FROM December 7th 2016.

BOARD OF DIRECTORS

Compliance Internal Audit

CEO President of B-1 positions Executive Board

B-2 positions Human Resources Legal

CORPORATE AND RETAIL OPERATIONS FINANCE AND RISK GLOBAL MARKETS President of Executive Board Executive Board President of Executive Board Member Member Executive Board

Partnership Integrated Product Sales and Investment Organisation Banking Retail Corporate Marketing and and Digital Corporate and Facility and Procurement Underwriting Risk Restructuring Collateral Finance ALM Development Distribution SME Banking and Global IT and E ciency Operations Secutiry Credit Risk Credit Risk Communications Banking Support Group Services Division Management and Workout Services Division Department Department Division Division Markets Management Division Management Department Department Division Department Department Division Department

Product Market Market SFE Training Trade Finance Credit Account Region Region Region Insurance Corporate SME Sales Development Execution Execution Payments Direct Loan SME & Corporate Pre-Workout Accounting and sales and Financial Analysis Infrastructure Administration and Underwriting Portfolio Analysis Portfolio Analysis Portfolio Analysis Belgrade Novi Sad Kragujevac Group Department Department and MIS (Trading) (Sales) and Services Channels Administration and Modeling Corporate Department Support Group Institutions Department Network Support Department Division Group and Limits Department Department Department Department Department Operations Department Department Department Group Group

CIS Micro Methodology Customers Regional Application Underwriting Controlling Regional Centre Regional Centre Branch o ces and Processes Corporate Department Group Centre Delivery and Retail and Micro Department Group Methodology Methodology and Belgrade 1 Novi Sad Belgrade Deployment Domestic Network Loan Group Reserves Group Restructuring and Group Call Centre Workout Payments Group Support Group Administration Department Regional Centre Branch o ces Group Belgrade 2 Retail Market Regional Risk Group Reporting Underwriting to NBS Group Branch o ces Centre Complaints Account Corporate and Risk International SME Loan Department Risk Čačak Handling Administration Technologies Technologies Payments Group Management Group Administration Group Group Retail Restructuring Group Group and Workout Operational Department Regional Risk Group Centre Cash Handling Booking and Novi Sad FX Transactions Management Reconciliation Control Group Group Group

Retail Early Collection Group Global Markets Back O ce Group

Documentary Business / Trade Finance Group

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