GENERAL MEETING DRAFT - Bankier.pl

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>> Reports on Operations
Central Eastern Europe (CEE)
In CEE Retail Banking a major activity was securing deposit stability. Significant growth in retail deposits
was achieved, in spite of strong competition and lower available customer funds in the environment
prevailing in 2009. In lending, a prudent risk approach within challenging environment led to slight
reduction in loan volumes.
Other initiatives included action plans concerning improvements in sales force effectiveness and
productivity as well as of stronger migration towards direct distribution channels. As overall, UniCredit’s
customer centricity approach proved to be main pillar in preserving a stable client base.
Further to the Corporate and Retail customer satisfaction surveys completed at the end of 2008, CEE
banks developed specific action plans in 2009 focused on improving current customer satisfaction levels.
Its main targets are the achievement of a stronger relationship between the client and the bank, together
with the introduction of products and services even more tailored to client’s needs. Special emphasis was
put on increasing satisfaction with electronic banking services by completing the roll-out of the web
banking technology “Group Web Solution” in 3 more countries, bringing the number of network banks
using this state-of-the-art tool up to 8. Also measures were taken to shorten the response time for loan
applications. In addition the efficiency of the complaint management was improved by introducing a
periodic complaint monitoring. Specific efforts have been made to provide customers with pro-active
information to support them in times of economic turbulence.
A main project of CEE GBS was the CEE Divisionalization Program which started in April 2009 and is
being implemented in Romania, the Czech Republic, Hungary, Croatia, Bulgaria and Russia step by step.
The CEE Divisionalization Program focuses on customer centricity, efficiency and the delegation of
authority. The approach of the program is strictly value added, the new Group model will be implemented
in the individual CEE countries under consideration of local conditions. Customer centricity is the first of
the key design principles driving Divisionalization, referring to the full focus on customer relationships with
the goal to maximize long-term value and customer satisfaction. Efficiency is the second design principle
of the Divisionalization program in the CEE and in practice translates into the creation of a leaner
organizational structure and the streamlining of key processes. To leverage the value generated by the
CEE Divisionalization program, it is to be implemented in coordination with other ongoing business and
operational projects. The entire program is designed to create enhanced performance and
competitiveness in all CEE Banks.
Important cost saving potentials was identified with the Efficiency program 2009 in the areas of ICT, Real
Estate and back-office processing. Sustainable efficiencies rather then cost cutting, with the additional
benefit of implementation of UniCredit Group strategies (e.g. local centralization of back-office activities)
will provide further improvements in customer service.
New ICT systems were implemented in Kazakhstan and Russia, which will support the further growth of
business and customer services. A number of country-specific reorganization programs were performed,
e.g. reorganization of the bank in Ukraine (the Macro Region Program - the consolidation of 27 regions to
7 macro regions), reorganization of retail credit risk processes in Romania and payment processing
centralization in Bulgaria and Slovakia.
HR CEE has enhanced during 2009 the concept of Leadership pipeline, building a stronger talent and
executive pipeline for CEE and for the Group through fostering moves to other competence and/or
business lines and increasing visibility and career opportunities for Talents, i.e. promising younger staff.
A further focus was on the enhancement of training opportunities, including leadership training according
to best practices in UniCredit Group, through providing UniManagement leadership training seminars in
the CEE countries as well as further improvement on technical skills, change management and coaching.