GENERAL MEETING DRAFT - Bankier.pl

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>> Report on Operations
Retail
2010 will be characterized by the entry into the perimeter of the Polish Retail SBA. The macroeconomic
forecasts foresee a more difficult environment for banks in the eurozone. The analysis of external
forecasting institutions 7 estimate that, despite early signs of an improvement in the economic scenario,
the profitability of the banking system will remain under pressure due to declining revenues and a
worsening of credit adjustments. The interest margin will be negatively affected by the low level of
spreads caused by continued low interest rates. This decline should be offset by a recovery in margin
from services resulting from the recovery of the financial markets and adjustments in the pricing policies.
In the Retail Network Mass Market segment there will be a revision in the range of accounts dedicated
to private customers in order to rationalize and improve the coverage of needs, simplify the service
offering and enhance direct channels. In order to comply with the SEPA directives and to ensure security
and savings to customers, it will be continued until old payment cards with a single magnetic stripe have
been completely replaced with cards containing microchips. Finally, efforts will be made to increase the
new production of loans through sales initiatives and direct mailing. At the same time the introduction of
risk-based pricing tools to support the network will help to increase profitability.
In the Personal Banking segment the process of optimizing the consulting service will continue to ensure
an adequate level of service to all subsegments with a balanced cost to serve. In addition, in all countries
where the Retail SBA operates, it will launch sales and marketing operations with the aim of acquiring
new customers and improving efficiency in sales and consultancy.
In the Small Business segment the ability to purchase products and services through remote channels
will be developed. The restyling of loan products and current accounts will also continue and a new line of
products for professionals will be launched, new insurance cover and ad hoc credit cards to support
growth in this segment.
For 2010 the objective of the Asset Gathering area will be to continue to grow and innovate, extending
the offering, providing simple and transparent products to our customers. There will be a major
enhancement of the ability to provide high value consulting solutions through the network of financial
consultants. The year 2010 will also be geared towards improving and developing synergies with DAB
and DAT in view of a possible expansion into new overseas markets.
The macroeconomic environment will still be difficult for the Family Financing market: despite a slight
recovery, the market should still show a restricted growth due to rising unemployment and reduced
household disposable income. Despite this environment, UniCredit Family Financing will revive
business growth, with a increase in the volume of new mortgage and consumer finance loans, particularly
in the automotive and personal loans segment, with the aim of further strengthening its role in terms of
generation of new customers for the Retail SBA. Particular emphasis will be placed on the containment of
operating costs and the optimization of the cost of risk through proactive management of the portfolio,
especially in terms of debt recovery. Finally, specific attention will be devoted to further improving levels
of customer service through the optimization of assistance activities in the after sales phase.
7 Prometeia "Report of forecast on bank balance sheets" - October 2009