1 LIST OF CONTENTS PART A: ABOUT ................................................................................................................................................................................4 Message from the Chairman of the Board of Directors and the President& CEO ................................. 5 About the Report ..................................................................................................................................................................... 7 Business Profile ........................................................................................................................................................................ 8 Corporate Responsibility Management ................................................................................................................... 17 Targets for the Chapter on Corporate Responsibility Management......................................................... 22 PART B: CORPORATE GOVERNANCE ...................................................................................................................................25 Leumi Board of Directors ..................................................................................................................................................26 Risk Management ..................................................................................................................................................................39 Compliance and Enforcement ........................................................................................................................................42 Ethics.............................................................................................................................................................................................46 Targets for the chapter on corporate governance ............................................................................................50 PART C: VALUE TO EMPLOYEES ..............................................................................................................................................55 Leumi Group employees.....................................................................................................................................................56 Fair employment, equality and diversity ……..........................................................................................................58 Recruitment and promotion tracks .............................................................................................................................61 Salaries, benefits and employee remuneration ....................................................................................................63 Labor relations .......................................................................................................................................................................66 Professional development ...............................................................................................................................................70 Dialogue with employees .................................................................................................................................................73 Employee Welfare and Health .........................................................................................................................................82 Safety and hygiene................................................................................................................................................................86 Targets for the chapter on value to employees ....................................................................................................92 2 PART D: VALUE TO CUSTOMERS AND SUPPLIERS ........................................................................................................97 Creating Value for Customers.........................................................................................................................................98 Improving the Quality and Range of Services.....................................................................................................100 Expanding the Dialogue with Customers..............................................................................................................104 Expanding accessibility to services .........................................................................................................................112 Promoting the financial knowledge of customers ..........................................................................................117 Targets for the chapter on value to customers .................................................................................................119 Creating value for suppliers .........................................................................................................................................123 Targets for the chapter on value to suppliers …...............................................................................................127 PART E: VALUE TO THE COMMUNITY .............................................................................................................................. 129 Community relations at Leumi .....................................................................................................................................130 Donations and sponsorships ......................................................................................................................................131 "Leumi Tomorrow - The Centennial Fund for Endowing Israel’s Future Generation" ...................137 Leumi employees’ involvement in the community ............................................................................................147 Targets for the chapter on value to the community ........................................................................................151 PART F: VALUE TO THE ENVIRONMENT ...........................................................................................................................156 Environmental vision and policy ................................................................................................................................157 Leumi Group environmental indicators .................................................................................................................160 Managing environmental quality ..............................................................................................................................164 Targets for the chapter on value to the environment ....................................................................................183 3 PART A: ABOUT 4 Message from the Chairman of the Board of Directors and the President and CEO Dear Readers, The concept of corporate responsibility, which in recent years has been evolving and gaining momentum worldwide was born from the realization that corporations have an extensive influence on events in the community in which they operate, an influence that goes beyond their financial statements and touches various levels of their activity. This approach attaches great importance to reporting, dialogue and transparency, and so the world's leading companies publish regular reports showing the public the impact and mutual relationships they have with their stakeholders: customers, employees, suppliers, the community and the environment. As one of the largest corporations in Israel, Leumi sees itself as a leader and trailblazer in the economy and is proud to be one of the first corporations in the country that began publishing detailed reports on its activities and performance in corporate responsibility. About seven years ago, when we started, corporate responsibility in Israel was in its infancy, but has evolved since then, and last year the Supervisor of Banks even announced that as of 2014 all banks will be required to publish a similar report. The Corporate Responsibility Report of the Leumi Group for the years 2011-2012, which is presented to you here, reveals a significant part of our activities that are not necessarily familiar to you, but are closely related to your lives – and not just to your bank account... The Report gives a detailed description of the Group’s position on different subjects: ethics and risk management, dialogue with customers, increasing transparency and clarity of information provided to them, increasing accessibility to services, equal opportunities in employment, concern for the welfare and health of employees, contribution to the community and volunteering by employees, initiatives in the field of environmental protection, and more. Every one of you can find reference here to something close to your heart and your day-to-day life. 5 Leumi has set itself a complex challenge: to integrate the concept of corporate responsibility in its business strategy. This means that while carrying out our basic function as bankers, we seek to do more: to develop products that benefit the community and the environment, to give our customers attentive, accessible and technologically advanced services that meet their genuine and changing needs, and to hold an open and transparent dialogue with them in a variety of channels, tailored to everyone. During the past two years, we have placed special emphasis and invested considerable resources in improving the response