Relationships - Banco Itaú

Corporate Governance
• Governance Structures
• Transparency in Reporting
• Socio-environmental Risk
• Crisis Management
• Ethics Management
Itaú Unibanco Tatuapé
Administrative Centre,
São Paulo.
Crisis Management
Itaú Unibanco’s structured crisis management
program has delivered positive results. Begun
in September 2008, the Corporate Crisis
Management Program was also implemented
throughout 2009 at the units in Uruguay,
Argentina, Chile and Paraguay, and as well
as in New York, Lisbon and Luxembourg. Our
goal is to cover all international operations by
the end of 2010.
The program is based on a multidisciplinary
management model approach designed to
coordinate quick response actions to any crisis
that could result in human and/or financial
losses, or affect our image and reputation.
The crisis management model provides
three levels of action - strategic, tactical
and operational - as described in the
Crisis Management Policy, and covers
the entire Group.
The program’s key points include over 200
focus agents, or appointed representatives
whose mission is to act in solving a
possible crisis, assisting the Corporate Crisis
Management Committee in business recovery,
monitoring problem situations and improving
processes with a focus on prevention.
Following are selected actions carried out in
2009 which exemplify the essence of the Crisis
Management Program, as they contributed to
preserving operations:
• Business Impact Analysis
Our position in Brazil’s National Financial
System increases our responsibility to ensure
business continuity, even in situations of
abnormality. Analysis of impacts on our
business is a task performed by all units
of the Organization, with the objective of
mapping priority processes and services
in crisis situations. Based on this work,
contingency plans are then drawn up to
maintain activities that can or must not be
interrupted, allowing us to conduct business
and provide customer service even in
emergency situations.
• People Contingency
Due to the Influenza A (H1N1) epidemic,
we mobilized ourselves to prevent the risk
of a pandemic. In addition to publicizing
contagion prevention information to all our
business units, we also developed a plan to
enable employees to work off-site, should the
progress of the disease prevent access to the
workplace.
With its consolidation in 2009, the Corporate
Crisis Management Program was one of the
initiatives that allowed us to earn a high score
in the New York Stock Exchange Dow Jones
Sustainability World Index.
42 Itaú Unibanco Holding S.A.