GRI 102-1 / 102-5 Banco Nacional de Costa Rica The headquarters are located between 2nd and 4th Streets, 1st and 3rd Avenues, San José, Costa Rica. The bank has operations in the seven provinces of Costa Rica. For enquiries about this report, please contact: Directorate of Social Responsibility of Banco Nacional Telehone: (506) 2212-2000 Silvia Chaves Herra, Director / [email protected] Margarita Murillo Vargas, Executive / [email protected] www.bncr.fi.cr 2 INDEX Introduction 4 Director Notes 5 Operation of the Board of Directors 10 Ethics management at Banco Nacional 12 Risk analysis from the three dimensions of sustainability 15 Building Sustainability at BN 16 Structure of Banco Nacional 25 Bank for All - Social Dimension 28 The Force of Progress: Our collaborators 29 Transforming Communities Program 36 Volunteer Program 48 Inclusion, Education and Financial Freedom Program 51 Financial Freedom Program for Employees 57 Green Bank - Environmental Dimension 61 Sustainable products and services 63 Aligned processes 67 BN Eco-Efficiency Culture 70 Productive Bank - Economic Dimension 79 People Development Banking 80 Business Banking 82 Suppliers 95 Information on Trusts 98 GRI Index 102 3 Introduction he 2017 Sustainability Report The three dimensions are grounded on a base of Banco Nacional comprises called Ethical and Sustainable Bank - the basis of the period from January 1st to the sustainability strategy. December 31st, 2017. T With the presentation of this report, Banco Nacional The publication of this report will take place makes its commitments public and expects that, annually. year after year, its clients, collaborators and other strategic partners follow up on this evolution and It is based on the GRI (Global Reporting Initiative) participate in the construction of progress with a methodology and constitutes a first effort vision of sustainability. to present a referenced, essential category document; However, for not having an applied materiality process or indicators that allow comparability, this document is presented as a “zero report”. The goal is to develop, starting in 2018, the First GRI Sustainability Report of Banco Nacional. This document includes the operations of Banco Nacional de Costa Rica, Centroamérica, the organization profile, and the three dimensions of sustainability based on ethical and sustainable principles, which the organization has called as follows: 1. Bank for All – social dimension 2.Green Bank – environmental dimension 3. Productive Bank – economic dimension 4 We are protagonists of the economy revolutionizing processes Ms. Ana Isabel Solano, Chairwoman of the Board of Directors oing business in a responsible make it possible to demonstrate the results of manner is not an alternative, it the entire team of collaborators, maintaining an is the way organizations have to environment of trust and respect that prevails generate benefits that reach the throughout the organization, reflected in both D whole society. horizontal and vertical collaboration. Banco Nacional maintains its indicators to the The promotion of an innovation culture makes fullest and complies with all the regulations set Banco Nacional the protagonist of processes out by law, without losing sight of the accelerated that are revolutionizing the economy and society, changes in the industry and keeping intact the from migration to secure digital banking to the value of trust. The General Board of Directors has inclusion of the elderly or indigenous populations, the highest responsibility to make the decisions or people with some disability as well. Innovation to ensure that Banco Nacional promotes the also modifies entrepreneurship and gives women, development of Costa Rica, and the best way to young people and communities the opportunity do it is to understand that sustainability is not to generate businesses where the differentiating only a promise, but the way in which relationships factor is the path to success. with different stakeholders are handled, in a win- win equation. In order to be effective, sustainability needs empowered people and, from the Presidency From a leadership with openness to listening and, of the General Board, I can affirm, based on the above all, innovation as the only way to stay relevant, results presented in this report, that the entire the General Board of Directors has absolute clarity Banco Nacional conglomerate has overcome and assurance that the sustainability strategy of this challenge and, even so, there will be an Banco Nacional is working and has the commitment opportunity to improve. of the highest decision making body, not only for its execution, but for the entire conglomerate to assume its responsibility to streamline processes and to improve, even more, the business results. Innovation, ethics and efficiency will always be the path to follow; likewise, inclusion must demonstrate that Banco Nacional is a bank for all. For this, it is necessary to permanently review the personnel management, with merit-oriented performance measurement mechanisms, where the effort is acknowledged and, above all, to 5 Growing with a view towards sustainability Mr. Juan Carlos Corrales, General Manager ustainability is a key element to These five objectives frame the strategy of strengthen the development and growth and development of the bank, based well-being of the country; without on the commitment to serve our stakeholders, it, Costa Rica cannot keep its with a modern vision, adjusted to current times, S wealth and cannot evolve. with a work that seeks to significantly boost our profitability, offering a superior service to the At Banco Nacional, we have this premise clear client, at a price aligned with the market, with and, based on it, we have decided to support organizational health and exemplary financial the construction of a more successful, more sturdiness. These commitments are based on productive, more fair and more responsible being clear that compliance with ethics is the only society. To address this goal, from the Board of solid basis on which the bank can conduct healthy Directors and the General Management, we have business. defined ourselves as a pre-eminent bank, which stands out for offering the services and products The strategy of sustainability of Banco Nacional that meet the financial needs of our clients with de Costa Rica derives from the fifth strategic excellence, but with a different vision, a vision objective. This is not exclusive to one area; On more committed to the planet and, above all, to the contrary, it is the commitment of all areas of people. the organization. With the strategy presented in this 2017 Sustainability Report, we want to make In order to trace this financial and sustainable path even more public the commitment that reveals a in an integral way, we have defined five strategic new way of doing business and raises concrete objectives that are intertwined in an indivisible programs to improve, in a more effective and way: efficient way, our support for the development of the country. 1. Change the business mix (products and segments). As General Manager of Banco Nacional, I present 2. Promote productivity and efficiency. this report as a legacy, an effort based on much analysis and consultation in order to properly 3. Improve the customer experience through respond to the expectations of those inside digital leadership. and outside our organization. It is with great 4. Operate as an integrated conglomerate. satisfaction that I present the steps that have been 5. Grow with a sense of social responsibility. taken; and with great hope, the steps that will be taken through the objectives and programs outlined; and above all, I proudly deliver a Banco Nacional that is working so that we can all progress together. 6 Our sustainability strategy ver more than 10 years ago, Banco From these dimensions, the programs developed I invite you to enjoy this report and hope you Nacional started its path towards by the Social Responsibility Department were will join us in strengthening this new stage of sustainability; a path that does strengthened. Each one has objectives, goals and sustainability for Banco Nacional. not end, since it is continually indicators established for the 2017-2021 period, O challenged and transformed. but with annual reviews. We have worked with social responsibility as a This GRI 2017 Sustainability Report is a “GRI zero process that leads us to sustainability. Along the report” which, on the one hand, presents the new way, we have adapted to the different speeds strategy developed from the study of materiality that the context has allowed and, despite this, and, on the other hand, reports on the main since we started, we have not stopped dealing achievements of the programs we carried out in with this issue. the 2017 period. By 2018, the strategy will be more complete and, of course, we have started During 2017, we engaged for the first time in the with the measurement of the relevant indicators, task of deepening the materiality that should guide in order to publish the results in 2019. the actions of our programs. Thanks to the support of the Business Alliance for Development (AED) This process would have not been achieved and the work of our colleagues, we developed an without the support of the senior management. exhaustive analysis of materiality. Once we had The Board of Directors, the General Management the results, we consulted with our stakeholders. and the governing body of Banco Nacional Conglomerate, have inserted sustainability at the This analysis showed that the ongoing programs heart of the business. It is also worth noting that it were not unrelated to this materiality. We could also would be absolutely impossible to move forward determine that, although we have worked on the without the valuable contribution of our staff, who issues exposed, it is still necessary to strengthen have left their mark through the environmental our commitment and better communicate what committees, their participation in volunteering, we do and the results we get.