Business strategy

GRI:

[102-12] External initiatives and externally-developed economic, environmental and social charters, principles, or other initiatives to which the organization subscribes,
[102-15] Key impacts, risks and opportunities
[102-29] Identifying and managing economic, environmental, and social impacts
[Custom indicator] description of the bank's strategy, including the approach to managing responsible business and sustainable development

Other guidelines:

The current strategy of the Santander Bank Polska Group is a continuation of the development directions pursued to date. It is based on our long-standing values and assumptions. Our mission, vision and values have remained unchanged for years.

MISSION

To help people and businesses prosper.

VISION

To be the best open financial services platform by acting responsibly and earning the lasting loyalty of our people, customers, shareholders and communities.

VALUES

Simple, Personal, Fair

As part of its strategic vision, Santander Bank Polska intends to:

become a leading bank in terms of service quality, focusing on customer needs and expectations,
build long-term relationships with customers based on trust, loyalty and enhanced customer experience,
anticipate and respond to customers’ needs with tailored products, services and solutions,
modernise banking services through digital transformation, including end-to-end processes and change the operating model to a more effective and less capital-intensive one,
increase the number of digital customers,

focus on developing profitable business and strengthen its position in key market segments through both organic and inorganic growth,
create an engaging work environment through collaboration, communication and bottom-up initiatives raised in all the bank’s units,
enhance effectiveness and streamline internal processes in line with the Agile methodology,
combine the maximisation of shareholder value with its commitment to the development of local communities.

Effects of strategic activities of the Santander Bank Polska Group in 2019

We set clear strategic objectives for our stakeholder groups (employees, customers, shareholders and communities), design actions and adopt key success measures.

Employees

Strategic objective

Best employer with a strong corporate culture.

Actions taken

We built a uniform corporate culture.
We managed talents.
We promoted diversity, equal treatment and inclusiveness.
We implemented an agile working model.

Key success measures

We have achieved the position of the leading employer in the banking sector.
We have improved our employee engagement rate.

For more information about the bank as an employer, go here.

Customers

Strategic objective

Lasting loyalty of retail and business customers.
Digital transformation and operational excellence.

Actions taken

We developed our offer within electronic banking platforms (biometrics, Kantor Santander, mobile banking, E2E processes, sales and after-sales processes, strong client authentication).
We introduced an automated credit process for SME clients (Smart Loans).
We have provided information on clients’ accounts with other banks (AIS) and payment initiation services (PIS).
We supported SMEs by offering convenient financing and additional services.
We continued the Export Development Programme.
We offered practical help in finding business partners.
We proceeded with the launch of new branch formats.

Key success measures

3.6m loyal customers, including 2.5m digital customers.
We improved our NPS value.

For more information about our approach go here.

Shareholders

Strategic objective

Strong capital position, effective risk management and high profitability.

Actions taken

We maintained a strong capital base in accordance with legal regulations and supervisory requirements.
We developed profitable market segments.
We were committed to cost discipline and high-quality assets.

Key success measures

Our achievements:

stable cost of risk ratio – 0.85%,
comparable cost-efficiency ratio – 3.5%,
total capital ratio – 17.07%.

For more information about our performance results, check the Annual Report of Santander Bank Polska S.A. for 2019

Communities

Strategic objective

Support to local communities where we conduct operations.

Actions taken

We continued our sponsorship projects in the area of sport, culture and education.
We supported corporate volunteering.
We implemented social programs.

Key success measures

Our social activities reached 250 thousand beneficiaries.
2,000 employees have been involved in volunteering projects.

For more information about our social activities go here.

Our strategic objectives for 2020–2022

A bank which strives to help people and businesses prosper by being Simple, Personal, Fair.

Employees
- We will create a unique workplace with highly qualified and committed employees.
- We will have a strong organizational culture based on the Simple, Personal, Fair values.
- We will implement ways of work based on simple solutions and the agile methodology.
Customers
- We will improve the level of customer experience – we want to impress our customers.
- We will simplify products and processes.
- We will be the Bank As You Want It.
- We will digitize customer service.
- We will build an Open Banking Platform.
Communities
- We will develop cooperation under the Santander Universidades programme.
- We will gain recognition as a bank supporting local communities.
Shareholders
- We will comply with legal and regulatory requirements.
- We will optimize our capital.
- We will support prudent risk management culture.
- We will increase revenues.
- We will optimize costs.

The business strategy of the Santander Bank Polska Group has a bearing on the organisation’s approach to responsible business and sustainable development. More information on this topic can be found here.