Corporate Social Responsibility Report 2018
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Engagement and development

GRI:
  • [103-1, 103-2, 103-3] for the reporting Aspect: Employee training and education for the reporting Aspect: Employee training and education

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Development and business training programs offered by Santander Bank Polska support comprehensive development of all employees and managers, help the bank achieve its strategic objectives and key projects and build a strong commitment of employees. We do our best to make sure that the development proposal meets the needs of our staff at all levels of the organization.

Training and education

The overall objective of education and training activities in our bank is to increase the competences of employees so that they feel confident in their job roles and keep upgrading their skills.

Our detailed training and education goals are described here.

In 2018, one of the main development areas was top quality customer service. The training topics and content were defined on the basis of the training matrix defining the expected levels of our employees’ knowledge.

Competence model

  1. Customer service standards
  2. Process executed in all channels
  3. Products offered at the service desk, knowledge of current special deals and promotions
  4. Procedures, policies and legal regulations
  5. Required certificates
  6. A process for business customers regarding retail products
  7. Attitudes and values
  8. Knowledge of all current special deals and promotions

Definition of the level vs. the competence model

  1. I know that the product is offered by the bank
  2. I can provide basic information about the product and the related special deal terms
  3. I know who the customer should talk to (leads)

Definition of the level vs. the competence model

  1. I know the parameters of the product and details of the related special deals
  2. I can determine  the expectations and needs of customers  regarding the product
  3. I know the regulations applicable to the products
  4. I know the channels in which the product is available
  5. I can enter the product into the IT system and/or help the customer in the product service in remote channels
GRI:
  • [404-2] Programs for upgrading employee skills Programs for upgrading employee skills

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In order to upgrade the skills of our employees, we organised in 2018 a range of development and training activities focusing on the following topics:

  • building a self-learning organization – supporting the development of our employees while leaving them the freedom to decide for themselves and building a community of people ready to share their knowledge and experience;

  • Agile, including driving team efficiency and developing new technological skills;

  • shaping new customer experience – obligatory training for branch staff in connection with regulatory requirements or in pursuit of the highest customer service quality standards; development of employees competenes in selling selected products and services of the bank and its Group; training in managing customer experience; product training and training in general banking knowledge;

  • local and global talent programs, including ”Become the transformation leader”, “Become and advisor with a customer portfolio”;

  • building coherent leadership in the organization.

We have also prepared a dedicated induction program for all former employees of Deutsche Bank Polska before the demerger, including training in the bank’s systems, internal regulation and the proposal for customers.

The employees of the Corporate and Investment Banking division took part in the following training events and workshops:

  • Casemania – a case study workshop entitled ”Management roadshow of a future stock exchange listed company as the key stage of IPO marketing”;
  • PAGI Academy of Capital Market Leaders – a training and internship program;
  • Banker of the Future – a tailored educational program to upgrade a range of soft and hard skills of the Financial Market Area employees, designed in partnership with the Warsaw School of Economics;
  • Banker’s Academy – a cycle of induction courses for new employees.

Additionally, we offered:

  • An onboarding program for new branch employees;
  • Workshops for new advisors teaching them how to handle conversations with the customer in accordance with the applicable quality standards;
  • Training in the service of customers with disabilities;
  • Training developing expert knowledge and the knowledge of products for SMEs;
  • Training developing soft skills, selling techniques and knowledge of the business model for SME advisors.

  • In 2018, 13 357 employees of the bank attended  in total 401,355 hours of training.

    If one person were to do this, he or she would have to be trained 24 hours a day seven days a week, for 45 years.

GRI:
  • [404-1] Hours of training per year per employee by employment structure Hours of training per year per employee by employment structure

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Average number of training hours per employee by gender

Average number of training hours per employee by gender and employment category
Female Male Total
Total hours of training by gender 289,934 111,421 401,355
Number of employees (according to the data provided in 102-8) 9,247 4,110 13,357
Average hours of training per employee by gender 31.4 27.1 30.1
Senior management Middle management Other employees
Total hours of training by employment category 1,660 15,220 383,766
Number of employees 121 3,612 9,624
Average hours of training by employment category 13.7 4.2 39.9

Employee engagement

The system of performance evaluation has been in place in the bank for many years and has been regularly improved. Its aim is to create the culture of dialogue, promote a consistent value system and increase the engagement of employees in the execution of strategic and operating tasks. According to the results of our survey, the engagement indicator of the bank’s employees in 2018 amounted to 72%.

Performance shares

In 2018, Santander Bank Polska launched the sixth edition of the three-year incentive programme for the employees of the bank who make a key contribution to the value of the organisation. The main objective of the programme is to retain and motivate top-performing executives.

Among the program participants, a sub-group of material risk takers having major impact on the bank’s risk profile were identified and awarded the right to subscribe for a defined number of the bank’s shares at a nominal price of PLN 10 per one share.

GRI:
  • [404-3] Percentage of employees receiving regular performance and career development reviews by gender and employee category Percentage of employees receiving regular performance and career development reviews by gender and employee category

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Percentage of employees subject to performance reviews by gender in 2018
Female Male
Senior management 95% 96%
Middle management 92% 98%
Other employees 83% 91%
Percentage of all employees subject to performance reviews 84% 93%

The data do not include the employees who have joined the bank as a result of the acquisition of a demerged business of Deutsche Bank Polska.