GENERAL MEETING DRAFT - Bankier.pl

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In the difficult market environment in 2009, Koc Financial Services maintained robust profitability thanks
to solid revenue growth (+29.5% y/y at constant exchange rates) and cost containment (2.2% y/y at
constant exchange rates), coupled with proactive credit risk management and focus on innovation,
leading to a net profit growth of 17.1% y/y at constant exchange rates driven by the performance of Yap�
Kredi Bank, its main subsidiary.
Yapi Kredi bank recorded a 22.3% Return on Average Equity according to local standards, driven by both
positive revenue performance and tight cost control. The cost / income ratio improved by 12pp over
2008, declining from 53.3% in 2008 to 41.3% in 2009. The bank also maintained its comfortable liquidity
and funding position in 2009 with a loan to deposit ratio comfortably below 100%. Being 4th among
private sector banks by total assets, the bank is market leader in credit cards in terms of issuing volume
and in leasing business.
In view of asset quality deterioration, driven by unfavorable macroeconomic conditions, Yap� Kredi
undertook a series of initiatives, including projects to improve its credit infrastructure, proactive
restructuring to increase collections and support of customers in temporary difficulty.
Despite adverse market conditions, the bank continued its investment in strategic focus areas in order to
be best positioned for growth through improvements in infrastructure, efficiency and commercial
productivity. One of the most important strategic actions in 2009 was the reorganization of the internal
structure aimed at improving customer service quality as well as increasing efficiency through
enhancement of synergies between business units (retail banking including credit cards, individual and
SME banking, corporate and commercial banking and private banking) and product factories (asset
management, brokerage, leasing, factoring and international banking operations). Other major strategic
projects and initiatives undertaken in 2009 included CRM (Customer Relationship Management)
improvements, MIS (Management Information Systems) investments, migration of credit card operations
and retail credit risk management applications and strengthening bancassurance business.
At the beginning of 2009, the branch expansion plan launched in July 2007 was put on temporary standby
in view of the global crisis. Yap� Kredi shifted its focus towards the optimization of branch network via
relocation, renovation and enlargement of 75 branches with the aim of improving service quality and
customer satisfaction. With the fourth largest branch network in Turkey, 2,347 ATMs and 7.6 million
credit cards issued, the bank confirmed its strong market position.
Yap� Kredi also leveraged on its alternative delivery channels to provide better customer service. As of
the end of 2009, share of alternative delivery channels in total banking transactions improved to 75% from
69% in 2008. The bank further intensified its efforts to improve customer satisfaction and customer trust
aimed at deepening customer relationships especially in difficult market conditions. With state of the art
customer satisfaction monitoring systems, 12,000 internal and 70,000 external customers participated in a
survey in 2009 with an aim to understand, measure and monitor the satisfaction and expectations of
customers.
Considering employee engagement as a key enabler of customer satisfaction, Yap� Kredi continued its
efforts to improve the satisfaction of employees in 2009 and invested in improving employees’
qualifications so as to provide the highest quality customer service.
2009 CONSOLIDATED REPORTS AND ACCOUNTS
92