138 RAPORTI I RAPORTI I RETAIL THESARI DHE PËRGJEGJËSIA DREJTORISË SEGMENTEVE BANKING BANKINGU I INVESTIMEVE SOCIALE 139 Raiffeisen Bank Albania Annual Report 2018 BURIMET NJERËZORE RAPORTI I AUDITUESIT RAIFFEISEN RAIFFEISEN INVEST RAIFFEISEN BANK INTERNATIONAL DHE TRAJNIMET TË PAVARUR LEASING SH.A. NJË VËSHTRIM I SHKURTËR Contents Report of the Board of Directors 144 Message from the Ceo 145 Mission 146 Perspectives and Plans for 2019 147 Report of the Management Board 148 Economic Developments 148 Financial Results 149 Risk Appetite / Tolerance Statement 153 Segment Reports 154 Corporate Segment 154 Small Enterprises segment (Small Enterprises) 154 Corporate and SE products Division 155 Retail Banking 157 Customer Segment Development 157 Product Management Division 158 Card Business and Electronic Banking Division 159 Distribution Channels 161 Treasury and Investment Banking 162 Fix income 162 Money Market 162 Foreign currency exchange 163 Treasury sales 163 Corporate Social Responsibility 164 Human Resources & Training 165 Independent Auditor’s Report 170 Raiffeisen Leasing 264 About Raiffeisen Invest A.C 266 Raiffeisen Bank International at a Glance 268 Rbal Network 269 Rbi Address 270 MANAGEMENT BOARD of Raiffeisen Bank Sh.a Egon Lerchster Elona Mullahi (Koçi) Alexander Zsolnai Christian Canacaris John McNaughton Board Member CIO/COO Board Member Corporate & SE Vice-chairman of the MB Chief Executive Ofcer Board Member Retail MANAGEMENT BOARD of Raiffeisen Bank Sh.a Egon Lerchster Elona Mullahi (Koçi) Alexander Zsolnai Christian Canacaris John McNaughton Board Member CIO/COO Board Member Corporate & SE Vice-chairman of the MB Chief Executive Ofcer Board Member Retail 144 Report of the Board of Directors Ladies and Gentlemen, 2018 was another successful year for Raiffeisen Bank. It continued to demonstrate solid financial results and achieved a Net Profit After Tax of € 27.48 milion. The Bank also improved on a wide range of other Key Performance Indicators compared to 2017. In the 2018 financial year, the members of the Board of Directors held four ordinary meetings. The overall attendance rate for Board of Directors meetings in the 2018 financial year was around seventy per cent. In the period between meetings, the Board of Directors adopted decisions per-rollam when necessary. The Board of Directors regularly and comprehensively monitored the business performance and risk developments at Raiffeisen Bank sh.a. Discussions were regularly held with the Management Board on the adequacy of capital and liquidity as well as on the direction of the bank’s business and risk strategies. The Board of Directors also dealt at length with further development in the area of corporate governance and monitored the implementation of corresponding policies. In the course of its monitoring and advisory activities, the Board of Directors maintained direct contact with the responsible Management Board members, the auditor and heads of the internal control functions. It also maintained a continuous exchange of information and views with representatives of the banking supervisory authorities on topical issues. Moreover, the Management Board provided the Board of Directors with regular and detailed reports on relevant matters concerning performance in the respective business areas. Between meetings, the Board of Directors also maintained contact with the Chairman of the Management Board and the Management Board members. The Management Board was available where required for bilateral or multilateral discussions with members of the Board of Directors, where applicable with the involvement of experts on the matters addressed by the Board of Directors The work undertaken together with the Management Board was based on a relationship of mutual trust and conducted in a spirit of efficient and constructive collaboration. Discussions were open and critical, and the Board of Directors passed resolutions after considering all aspects. If additional information was required in order to consider individual issues in more depth, this was provided to members of the Board of Directors without delay and to their satisfaction. The Board of Directors carried out its tasks as defined by the Albanian Banking Law, the Articles of Association and the Bylaws of the Board of Directors. The Board of Directors discussed important matters relating to the bank with special consideration in the form of Focus Topics during the regular Board of Directors Meetings I would like to take this opportunity to thank all of employees of Raiffeisen Bank sh.a. for their hard work and unwavering efforts in 2018, as well as to ask for their continued commitment in tackling any challenges going forward. On behalf of the Board of Directors, Peter Lennkh, Chairman of the Board of Directors REPORT OF THE SEGMENT RETAIL TREASURY AND CORPORATE MANAGEMENT BOARD REPORTS BANKING INVESTMENT BANKING SOCIAL RESPONSIBILITY 145 Message from the CEO The 2018 financial year was a very positive year for Raiffeisen Bank in Albania, with very good results in all performance indicators. In particular, the retail loans grew to a total of approximately € 280 million, increasing our presence in the retail loan market by reaching 19.6 per cent of market share. We took our digital transformation to a new level during 2018. Raiffeisen ON, our new digital banking platform was a big milestone paving the way towards a full omni-channel experience for our customers and serving as one of the important bridges between the digital and physical banking world. Raiffeisen ON has been enriched with many new functionalities that have made real-time banking easier and more convenient for our customers. We also introduced online lending, becoming the first bank in the market that provides personalized lending offers for their customers. In 2018, the number of customers that subscribed to Raiffeisen ON increased substantially, resulting in 21 per cent individual banking customers and 34 per cent micro businesses becoming regular users of our digital services. We continued to have the widest branches and ATM network in the country and have further extended our services with self service zones located in main branches to offer cash and non-cash transactions 24/7. In addition, the wide range of products and tailored services offered to relationship customers and improving the response time continued to be an ongoing focus for all corporate segments. These efforts were reflected in an increase of 16 per cent of the lending base in 2018, as well as in the volume of new assets disbursed which represented a growth by 87 per cent compared to 2017. We continued to focus on improving and expanding the range of services and products which we provide to our customers. Our branches have been modernized with high standard infrastructure , where the customers are served by our highly trained staff. By this we want to to fulfill our goal of always offering excellent service to our customers. Furthermore, Raiffeisen Leasing Sh.a. continued to be the favorite choice for companies and individuals who wanted to finance machinery, equipment, productions lines, vehicles and cars. Raiffeisen Leasing Sh.a maintained its high ranking in 2018 and could further strengthen its position as number one in the Albanian leasing market. Additionally, Raiffeisen INVEST Sh.a remained the leading asset management company on the Albanian financial market with a clear focus on investor care and implementation of best asset management practices. During 2018 Raiffeisen INVEST successfully launched the third investment fund “Raiffeisen Vizion” by offering another investment alternative in Albanian lek, mostly focused on long-term investments with a higher level of potential risk and return. We expect 2019 to be another succesful year for the bank. We will celebrate the 15th anniversary of Raiffeisen Bank in Albania and will continue to contribute to the country’s economy. Through our continuous digital transformation we aim at bringing the most innovative products and services to our customers in order to make banking more convenient for them. Finally, on behalf of the Management Board, I would like to sincerely thank all our employees, customers and business partners for their cooperation and support during 2018. With the commitment of our well-trained employees, we will continue to offer an excellent service for our corporate, SE and Individual customers, so that Raiffeisen Bank Sh.a will be the bank of first choice in the domestic banking sector. Christian CANACARIS Chief Executive Officer Chairman of the Management Board HUMAN RESOURCES INDEPENDENT RAIFFEISEN RAIFFEISEN INVEST THE RZB GROUP AND RAIFFEISEN AND TRAINING AUDITOR’S REPORT LEASING SH.A. INTERNATIONAL AT A GLANCE 146 Mission We raise banking standards and make a difference to our customers’ lives by providing competitive products and top quality service. We seek long-term customer relationships. As a member of Raiffeisen Bank International, we cooperate closely with RBI and the other members of the Group. We achieve sustainable and above-average return on equity. We empower our employees to be entrepreneurial and to show initiative, and we foster their development. REPORT OF THE SEGMENT RETAIL TREASURY AND CORPORATE MANAGEMENT BOARD REPORTS BANKING INVESTMENT BANKING SOCIAL RESPONSIBILITY 147 Perspectives and Future Plans for 2019 Raiffeisen Bank plans to continue its development and further contibute in country’s economy. We will continue to focus on all our customer segments: Retail, Micro, SE