«
Hello! People disagree about the impact of the Central Bank rate on NIM.
If we consider VTB:
1) NIM is on a downward trend
2) the Central Bank rate also has a downward trend
Question: what will happen to the NIM of this bank and why? will it somehow be different if we consider the situation regarding the savings?
Thank you.»
Good morning, of course, there is a certain connection between the decrease in the Central Bank rate and the decrease in NIM, but the change in the structure of loans has a much greater impact - from more marginal products (consumer lending) to less (mortgage). In addition, VTB is seeing a more rapid growth in loans issued relative to the growth in attracted deposits, which has to be compensated by more expensive funding (interbank lending and subordinated debt). In Sberbank, the opposite situation occurs. In general, our forecast for the NIM level of both banks is to maintain the current values.
« In the latest charter of Sberbank dated 06/08/2018, the wording about the protective clause reads as follows (page 5, clause 4.2): - The bank placed ordinary shares and preferred shares of the same type - with the obligatory payment of a certain dividend in the amount of at least 15% of the par value of preferred shares. (punctuation preserved) Is it considered that the clause about the "certainty" of pref payments has appeared, or is everything the same as before - "not less than 15%" is not a certainty and therefore they can pay less than the usual?»
Yes, we also need a wording that the amount of dividend paid on preferred shares cannot be less than the amount of dividend paid on ordinary shares.
« Hello. H1 2018 Results show RUB 175.8 BV per share. What formula is used to calculate if equity owned by shareholders is 3485 billion rubles, and the total number of shares is about 22.6 billion pieces. (I understand that this is a forecast, but still).»
Good afternoon. The book price at the end of 2018 of RUB 175.8 is obtained by dividing the projected equity at the end of 2018 in the amount of RUB 3.971 trillion by the total number of ordinary and preferred shares.
« Good afternoon Why has capital adequacy fallen so much?»
Good afternoon. Largely due to the payment of higher dividends at the end of 2017.
« How significant can be the additional profit of banks and Sberbank in particular as a result of the entry into force in July of the law on financing housing construction by developers not at the expense of equity holders, but at the expense of credit money banks?»
So far, we have not made special adjustments to the models of banks related to changes in the financing of housing construction.
« To be honest, we were very surprised by the premise of your question, Dmitry. Who is Sberbank considered and why?»
Artem, I heard this opinion from the speeches of many analysts at RBC. Of course, I do not keep track of their names, but with 100% probability I can name a couple of names: Alexander Razuvaev, Alexander Krapivko. This is discussed with the leading programs as a matter of course.
« Good afternoon
It seems that paper has been in your portfolio since June? And in September you write that they can only apply ...?)) "
Good day, Andrey! Yes, in June we bought ordinary shares of Sberbank only for the Arsagera Fund mixed investments", V this moment we bought them in all briefcases.
« Sberbank had to sell its business in Ukraine for a penny even before the summer. Something did not see any more information about this. What is the transaction price, when and how will it be reflected in the bank's financial statements? She will be»
Good morning, Dmitriy! In the first quarter of 2017, the Bank signed a framework agreement for the sale of 100% shares of SBERBANK PJSC (Ukraine). The implementation of this agreement required prior approval by the regulatory authorities and the fulfillment of other conditions. In the third quarter of 2017 National Bank Ukraine refused to approve the deal. We don't have any other information at the moment. As for the reflection in the bank's financial statements, we believe that an appropriate provision for impairment has already been created.
« Apparently, part Money about 100 billion rubles was spent on the acquisition of fixed assets, which can be seen in note 14 of the IFRS financial statements for 2016.»
That's just the point: Sberbank plans to get rid of the excess number of its branches. He could not again buy real estate for himself in new offices ...
« Hello Dmitry! The question is not very clear. Could you explain in more detail what you mean?»
Elena, if we take, for example, the financial results of Sberbank for 2015, then the profit is 222.9 billion rubles. Accordingly, profitability equity 11% is calculated, given that at the beginning of 2015 Sberbank had 2,020 billion rubles. The question arises: why, in this case, when calculating the profit received, the indicators of "Other comprehensive income" are not taken into account, where the income item is calculated: "Investment securities available for sale"? After all, that amount of equity (2,020 billion rubles) includes the cost of investment valuable papers for sale. The logic of my reasoning is as follows: if you include the cost of investment papers for sale in your equity indicators, then it is fair to evaluate the profitability of this capital, including the item "Other total income in terms of net income.
« I looked at the hit parades of five years ago. In them, preferred shares occupied positions lower than common shares, although in those years Arsagera did not yet take into account the absence of a protective clause in the Charter of Sberbank. What is it connected with?»
It is possible that Sberbank prefs were trading above a fair discount at the time.
« Sberbank does not use borrowed funds from the Central Bank of the Russian Federation. Does Sberbank benefit from high rates in the country? On the one hand, lowering rates will increase lending. On the other hand, if the rates are lowered, will the bank's margins also fall, and will its advantage over other banks in the form of cheap customer money be leveled?»
As historical data show, during the period of lower interest rates Sberbank's net interest margin was higher than the bank's current performance.
« Hello Andrei! The norm of paragraph 2 of Article 32 of the Federal Law of December 26, 1995 N 208-FZ "On Joint Stock Companies" that the owners of preference shares for which the amount of the dividend is not determined are entitled to receive dividends on an equal basis with the owners of ordinary shares. In the case of Sberbank (unlike Transneft, for example), the size of dividends for preferred shares is not defined in the charter, which means that paragraph 2 of article 32 of the law on joint-stock companies protects owners of prefs, and this is better than a "protective clause in the charter." So why did you still exclude Sberbank from market types? Do you think that a clause in the charter protects more reliably than articles of a federal law?»
Good evening, Eugene! According to our courts, the wording that is in the charter of Sberbank (at least 15% of face value) is the definition of the amount of dividends on preferred shares. As a result, the provision of the law indicated by you does not apply.
« Hello Andrei! I thought so. But why then is VTB there? After all, you also excluded it from the list of market types.»
Alexander, indeed, VTB common shares are included in the market types. Could you provide a link to where we talk about their exclusion? Perhaps the term was used in a different context. For example, for similar reasons, due to the lack of a clause in the charter, we do not calculate the yield on the preferred shares of Transneft, Kuibyshevazot, Bashinformsvyaz.
« Hello! And why do you have no prefs of Sberbank in the "Issuer Analytics" section?»
Good afternoon! We have excluded Sberbank preferred shares from market types, since the Bank's charter does not contain a protective clause on dividends. As a rule, it sounds as follows: "At the same time, if the amount of dividends paid by the Company for each ordinary share in a given year exceeds the amount payable as dividends on each preferred share, the dividend payable on the latter shall be increased to the amount payable on common shares.
« “Investors always appreciate the fact that management joint-stock company motivated to increase value, as this is the most important component of shareholders' income. ”Artem Abalov, December 11, 2015 at 12:57 pm Investors, of course, are all kinds. I also consider myself an investor. But I do not approve of such motivation of management. It is necessary to tie the salaries of managers to the growth of share capital and the ROE indicator, subject to certain standards for the level of the company's debt and its leverage.»
I fully agree with you, but it is even more correct to use both indicators: the growth of share capital, and its rate, as well as the correspondence of capitalization to the indicator of internal value achieved by the company. For example, our company has a three-stage management remuneration system: 1. Availability of profit; 2. Exceeding ROE over OFZ yields; 3. The excess of capitalization over the maximum of two: the size of the company's equity capital or the number of profits multiplied by 7.
« Investors always appreciate the fact that the management of a joint-stock company is motivated to increase value, since this is the most important component of shareholders' income.»
Investors, of course, all sorts. I also consider myself an investor. But I do not approve of such motivation of management. It is necessary to tie the salaries of managers to the growth of share capital and the ROE indicator, subject to certain standards for the level of the company's debt and its leverage.
Chairman of the Moscow Bank, Vice President of Sberbank Oleg Smirnov held a press conference on the results of the work of the Moscow Bank in 2015. As of start current year the amount of funds raised from individuals reached a record high and exceeded 3 trillion rubles. IN percentage growth amounted to 34.7% (796.9 billion rubles).
As for loans to the population, the growth of the loan portfolio in this area amounted to 2% or 8.8 billion rubles. The total volume of the loan portfolio in 2015 reached 440.1 billion rubles. In total, last year the bank provided loans to the population in the amount of 136.5 billion rubles.
Financing housing loans amounted to 94.5 billion rubles. In total, the Moscow Bank financed 31,000 projects under housing lending programs. In accordance with the program of mortgage lending with state support, the bank provided 11.8 thousand loans during the past year, the total value of which reached 32 billion rubles.
Significant development was also observed in the use of Internet banking by individuals. Thus, the number of Sberbank Online users in Moscow alone increased by 807,000 people, or 34%, to a total of 3,200,000 active users.
Global growth was registered among users of the Sberbank Online mobile application. Relative to the data of 2014, the growth in their number was 156% or + 1,300,000 people. As of January 1 this year, 2,100,000 customers of the Moscow Bank installed the mobile application on their smartphones or tablets.
Growth of P2P transfers in mobile bank amounted to 268% and reached almost four times the size (3.7 times). In absolute terms, the number of transactions rose to 35,400,000 per year.
The transition of clients to remote services has led to some decrease in client flow in the physical branches of the bank. In Moscow, this figure fell by 3.4%. During the year, more than 80,000,000 clients of the Moscow Bank switched to self-service.
Total branch network Bank on January 1 of the new year includes 753 offices, of which 647 are engaged in servicing individuals, 59 - legal entities, 13 - VIP clients. 34 units - mini-offices and self-service departments. 65% of the total number of the bank's metropolitan offices, or 489 units, operate in the new format.
Speaking about servicing legal entities, it is worth noting that the total amount of funds raised from organizations amounted to 2 trillion 340 billion rubles and increased by 30.4%. The volume of lending to legal entities last year amounted to 801.7 billion rubles. The loan portfolio of legal entities - clients of the Moscow Bank - as of January 1, 2016, reached 1 trillion 127 billion rubles. and grew by almost 5.7%.
Moscow bank, Sberbank, results, 2015, report, development, growth, Russia, Moscow
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"Annual report PJSC Sberbank for 2015 Approved by the Supervisory Board of Sberbank Minutes No. 16 dated April 12, 2016 Approved by the Audit Commission...»
-- [ Page 1 ] --
Approved by the annual general meeting
shareholders of PJSC Sberbank
Minutes No. 29 dated 06/01/2016
Annual report
PJSC Sberbank
for 2015
Approved by the Supervisory Board
PJSC Sberbank
Minutes No. 16 dated 12.04.2016
Approved by the Audit Commission
PJSC Sberbank
RAP, non-consolidated data April 2016
Introduction
The position of the joint-stock company in the industry
Block «CIB»
Block "Corporate business"
Attracting funds from corporate clients
5. Retail business
Lending to private clients
Raising funds from private clients
Sources of non-interest income
Development of remote service channels
New service model in VSP
Retail sales model
Quality of service
Single Distributed Contact Center
6. Operations with own portfolio of securities. Investments
7. Risk management
Integrated Group Risk Management
Credit risks
Liquidity risk
Country risk
Interest and currency risks in the banking book
Operational risk
8. Staff
9. Development of information technologies
10. Administrative and economic activities
11. Department of cash and collection services
12. Correspondent relations
13. Security
14. Organizational structure of Sberbank
15. Prospects for development
16. Report of the Supervisory Board on Corporate Governance
Message from the Chairman of the Supervisory Board S.M. Ignatieva
Corporate governance system
General Meeting of Shareholders
Supervisory Board
Committees of the Supervisory Board
Corporate Secretary
Executive bodies of the Bank
Control and reporting
Remuneration of the Supervisory Board and management
big deals
Transactions in which there is an interest
Assessment of the corporate governance system
Share capital
Dividend Report
Interaction with shareholders and investors
Application
Introduction
1. Introduction This report is a report by PJSC Sberbank1 on the results of the Bank's development in 2015 in priority areas of activity.
The priority areas of the Bank's activities are:
Operations with corporate clients: servicing settlement and current accounts, opening deposits, providing financing, issuing guarantees, servicing export-import operations, cash collection, conversion services, money transfers in favor of legal entities, etc.
Operations with retail clients: accepting funds in deposits and securities of the Bank, lending, servicing bank cards, operations with precious metals, buying and selling foreign currency, payments, money transfers, storage of valuables, etc.
Operations in financial markets: with securities, derivative financial instruments, foreign currency; placement and attraction of funds in the interbank market and capital markets, etc.
The Bank operates on the basis of the General License for the implementation banking operations with funds in rubles and foreign currency No. 1481 issued by the Bank of Russia on August 11, 2015. In addition, Sberbank has licenses to carry out banking operations for attracting deposits and placement of precious metals, other operations with precious metals, licenses of a professional participant in the securities market to conduct brokerage, dealer, depositary activities, as well as to manage securities.
This Report has been prepared in accordance with the legislation of the Russian
Federations including:
federal law No. 39-FZ of 22.04.1996 “On the Securities Market”, Federal Law No. 208-FZ of 26.12.1995 “On Joint-Stock Companies”, Regulations on Additional Requirements for the Procedure for Preparing, Convening and Holding a General Meeting of Shareholders, approved by Order of the Federal Financial Markets Service of Russia 02.02.2012 No. 12-6/pz-n, Bank of Russia Regulation No. 454-P dated 30.12.2014 “On Disclosure of Information by Issuers of Equity Securities” subject to amendments made by Bank of Russia Ordinance No. 3899-U2 dated 12.16.2015.
The report was prepared taking into account the provisions of the Corporate Governance Code recommended for use by the Bank of Russia on 04/10/20143.
The report is based on published reporting forms ( Russian rules accounting, non-consolidated data), as well as internal forms statistical reporting Jar. Events after the balance sheet date as of January 1, 2015 and January 1, 2016 are taken into account.
The annual accounting (financial) statements of the Bank for 2015 are posted on the Internet at the Sberbank website www.sberbank.com.
– – –
The main drivers of growth in the Bank's assets in 2015 were loans to legal entities and individuals, as well as net investments in securities and other available-for-sale financial assets. The growth of balance sheet items was affected by a positive revaluation of their currency component due to the depreciation of the ruble against the main foreign currencies: the US dollar exchange rate increased over the year by 29.5% to 72.9 rubles / dollar. USA, the euro exchange rate - by 16.6% to 79.7 rubles / euro.
Capital calculated in accordance with Bank of Russia Regulation No. 395-P increased by RUB 347 billion in 2015. and amounted to 2,658 billion rubles. The main factors that increased capital are earned net profit and inclusion in additional capital of a subordinated loan from the Bank of Russia in the amount of RUB 200 billion raised in 2014 under Federal Law No. 173-FZ6 to finance active operations.
In December 2015, the Bank also included in equity a subordinated loan from NPF7. The dynamics of capital was also affected by the gradual transition of the Bank to the requirements of Basel III, which is carried out for 5 years for some positions of the calculation.
Risk-adjusted assets in 2015 increased by RUB 2,534 billion. The impact of the ruble devaluation was partially mitigated by the permission of the Bank of Russia to use a preferential rate for foreign currency assets recorded on accounts before 12/31/2014.
Sberbank's total capital adequacy ratio (N1.0) as of January 1, 2016 amounted to 11.9%, having increased by 0.3 p.p. over the year.
Sberbank earned profit before tax in the amount of 306.9 billion rubles. (in 2014, 429.2 billion rubles.) Profit after tax amounted to 218.4 billion rubles. (in 2014, 311.2 billion rubles). The main driver of the decline was net interest income, which declined at the beginning of the year due to a sharp increase in the level of interest rates in the market and large volumes of borrowed funds. By the end of the year, Sberbank managed to close the gap with the results of 2014, mainly due to the repayment of state financing, the development of commission operations, and the consistent implementation of the cost reduction program.
Here and further in the tables, the given indicators may differ from the calculated ones due to data rounding. The capital is calculated in accordance with Regulation No. credit institutions(Basel III)”, approved by the Bank of Russia on December 28, 2012, valid for the relevant reporting date(hereinafter referred to as Bank of Russia Regulation No. 395-P) Federal Law No. 173-FZ of October 13, 2008 “On Additional Measures to Support financial system Russian Federation"
Non-state Pension Fund of Sberbank Main financial results of 2015
– – –
Assets for 2015 grew by 4.4% and amounted to 22.7 trillion rubles. Their growth was mainly due to the increase in the loan portfolio of customers. The net loan debt of customers increased by 6.2% over the year and reached a value of about 16.9 trillion rubles. Over the past year, the volume of loans issued to corporate clients amounted to about 6.8 trillion rubles. Over 1.2 trillion rubles were issued to private clients during the year. The growth of assets was also influenced by the increase in net investments in securities, which occurred mainly due to the purchase of securities in the portfolio for sale and the effect of currency revaluation.
The decrease in the volume of cash occurred mainly in January and is associated with a decrease in demand for cash due to a decrease in the volatility of the ruble exchange rate.
Various sources of attracting resources were used to fund active operations. Below is the dynamics of attracted customer funds.
– – –
Main financial results of 2015 The volume of attracted funds from both corporate clients and individuals increased both in ruble and foreign currency accounts. Despite the persistence of geopolitical tensions in 2015 and the remaining closed external markets, the Bank significantly reduced its dependence on funds public funding(the amount of funds of the Bank of Russia on the balance sheet of the Bank decreased from 3.5 trillion rubles to 0.8 trillion rubles over the year) due to the attraction of additional customer funds. The influx of customer funds also enabled the Bank to early repay a number of expensive foreign currency borrowings from foreign markets.
Taking into account the ongoing sanctions and the unstable macroeconomic situation, in order to reduce liquidity risks, the Bank significantly increased the volume of liquidity reserves8, mainly due to active work in 2015 to increase the collateral in the framework of the Regulation of the Bank of Russia No. 312-P9. In addition, the Bank is constantly working to expand the list of refinancing instruments.
– – –
Operating income before provisions amounted to RUB 1,221 billion. against 1,319 billion rubles. a year earlier.
Interest income increased by 20.3%. Loans to legal entities brought 57% of interest income, their growth was due to the growth in volumes and profitability of loans. Loans to individuals brought 32% of interest income, their growth was ensured by the increase in volumes retail lending, mainly mortgage.
The Bank's ability to raise funds from the Bank of Russia within the framework of the Bank of Russia's existing refinancing instruments.
Main financial results of 2015
– – –
The Bank increased its net fee and commission income despite a decrease in fee and commission income from lending operations and banking insurance. The main increase was provided by operations with bank cards and acquiring due to the growth of issued cards and an increase in the number of customers who are acquiring services in Sberbank. The increase in commission expenses is associated with an increase in the volume of transactions with bank cards, which affects the volume of payments in favor of payment systems.
– – –
Operating expenses increased by 3.5%. The low growth rate of operating expenses was ensured by the implementation of the cost optimization program. The Bank has optimized the procurement system, including the direction of information technology, has increased the efficiency of the use of real estate.
– – –
In 2015, the Bank's expenses for the formation of the reserve amounted to 294.4 billion rubles, which is close to the amount previous year. In a difficult general situation in the economy, Sberbank keeps asset quality at a stable level. Part of the created reserves is associated with the growth of the portfolio, and not its deterioration, another part is associated with the weakening of the ruble, which required the additional creation of reserves for foreign currency loans without deteriorating their quality. The share of overdue loans in Sberbank remains twice as good as the Russian banking sector.
Sberbank earned profit before tax in the amount of 306.9 billion rubles. (in 2014, 429.2 billion rubles.) Profit after tax amounted to 218.4 billion rubles. (in 2014 311.2 billion rubles)
The position of the joint-stock company in the industry
3. Position of the joint-stock company in the industry In 2015, the dynamics of banking markets was affected by the economic downturn in the Russian Federation, accompanied by the devaluation of the ruble, rising inflation and the deterioration of most macroeconomic indicators. The situation was exacerbated by the cumulative effect of negative external factors– falling world oil prices and high level of geopolitical tensions.
The devaluation of the ruble, which amounted to 29.5% against the US dollar, leveled almost the entire growth in most banking markets. Thus, the assets of the banking system grew in nominal terms by 6.9%, and excluding currency revaluation they decreased by 1.6%. For comparison, in 2014 the assets of banks increased by 35.2%.
The loan portfolio of the banking system grew by 8.2%, which is significantly less than a year ago, when the growth was 25.4%. At the same time, multidirectional dynamics was observed: the volume of loans to enterprises increased by 13.4% (an increase of 30.3% a year ago), the retail loan portfolio decreased by 5.7% (an increase of 13.8% a year ago).
Credit risks in the banking system have increased significantly. The level of overdue loans increased from 4.6% to 6.5%. At the same time, the level of bad debts of the population increased from 5.9% to 8.1%, enterprises - from 4.1% to 6.1%. The increase in the volume of overdue loans by enterprises and households in 2015 amounted to 54.3%.
The increase in loan provisions amounted to 30.8%, which is lower than the increase in the previous year (43.1%). In the context of the deterioration of the financial condition of banks and increased pressure on capital, the coverage of overdue debts with reserves decreased from 1.8 to 1.5 times.
The deposits of the population remained the main source of resources, having increased by 25.2% over the year, or excluding currency revaluation by 16.7%. In 2014, deposits increased by 9.4%. Funds of legal entities increased by 14.1%, a year earlier - by 32.2%.
The influx of customer funds during the stagnation of the lending market allowed banks to reduce the volume of refinancing by the regulator by 42.3%. A year earlier, funds raised by the banking sector from the Bank of Russia increased by 109.2%.
At the end of 2015, the balance sheet profit of the banking system amounted to 192.0 billion rubles, which is significantly less than the result for 2014 - 589 billion rubles. Of the existing credit institutions in 2015, 25% of banks are unprofitable (15% a year earlier).
– – –
The calculation was made according to the internal methodology of Sberbank based on data from the Bank of Russia Corporate business
4. Corporate business
The main achievements of 2015 in the field of work with corporate clients:
IN reporting year Sberbank attracted a record amount of funds from corporate clients. The increase amounted to 1.5 trillion rubles, and the balance reached 7.4 trillion rubles.
The work on attracting funds from corporate clients was important, as during the year the Bank replaced expensive funds from the Bank of Russia with customer funds.
The Bank has introduced innovative online services that make it easier for clients to do business: registering a business, submitting reports to the Federal tax service and other bodies in electronic form through the systems of Sberbank, reserving a current account.
The vast majority of transactions are carried out by Sberbank clients via remote channels: 97% of transactions are carried out through the Sberbank Business Online service, 90% of clients use the self-collection service in Sberbank self-service devices (up to 100,000 rubles), 98% of corporate clients' deposits are opened remotely.
All corporate clients of the Bank now have the opportunity to pay counterparties to accounts with Sberbank seven days a week in 17x7 mode - the same day from
6.00 to 23.00, including weekends and holidays.
Technical support of services for companies was evaluated at the CNews AWARDS competition, where Sberbank won in the nomination "For organizing technical support for corporate clients" at the end of 2015.
Sberbank launched Sberbank FinLine, a remote banking system for financial institutions, a service for managing accounts and settlement documents online with support for SWIFT formats.
Sberbank is one of the key suppliers financial resources into the Russian economy. In 2015, Sberbank issued loans to corporate clients in the amount of RUB 6.8 trillion. The portfolio of loans to legal entities increased by 5.2% to RUB 12.2 trillion. Foreign currency loans account for about 37% of the portfolio of loans to corporate clients. The Bank actively interacts with clients of different sizes and different forms of ownership. The segment structure of the portfolio is presented below.
– – –
Corporate Business CIB Block
Working with the largest clients In 2015, the target business model of the CIB block was developed. The criteria for classifying customers as segments have changed: the criterion for the holding's annual revenue has been increased from 15 to 30 billion rubles. In this regard, a part of the clients of the CIB block is transferred to the Corporate Business block.
The new system of interaction with the client depends on the potential in product sales and profits. The customer service teams continue to work. Launched sales campaigns for 9 products: salary projects, trade finance and trade finance, foreign economic activity, conversion operations, acquiring, cash collection, correspondent account turnover, liabilities, MB&A products.
The position of the CIB operations manager has been introduced as a single point of contact between the client and the bank on all operational issues. The procedure for working with customer requests has been changed: all requests are now processed in one center. The HEPL.CIB service supports client managers in all non-standard and controversial operational situations, which increases the efficiency of processing requests and enables clients to receive individual answers to their requests.
The syndicated lending team of Sberbank CIB, together with the Association of Regional Banks of Russia, developed and presented to the banking community standard documentation on syndicated lending in Russian law. Current economic conditions The syndicated loan allows major restructurings, including those involving state guarantees, as well as long-term financing of large investment projects jointly with other banks.
In 2015, the Bank introduced new products that are in high demand among customers. Among them are Key+, domestic letter of credit with early payment and others. The direction of non-ferrous metals in commodity transactions was launched, a number of transactions with zinc, copper, nickel, and aluminum were concluded.
The infrastructure for lending in yuan has been formed. Signed trade finance cooperation agreements with leading Chinese banks worth more than $4.5 billion.
Meetings of Sberbank Investment Research with clients of territorial banks have become a regular practice. In 2015, the conference “Metallurgy and mining industry. Fertilizer production”, within the framework of which it was possible to gather more than 200 business representatives on one discussion platform, government agencies and industry experts. Despite challenging macroeconomic conditions, CIB's independent customer satisfaction index increased by 1 point year-on-year to 78.5.
Technological innovations include the launch by the Global Markets Department of a brokerage platform on the iPad and an options trading system on the ORC platform. Automation of all requirements of EMIR, the European regulation of the derivatives market, has been completed, which gives Sberbank access to this market.
Corporate Business The Department of Trade Finance and Correspondent Relations has begun pilot operation of the Sberbank FinLine remote banking system for financial institutions. 11 financial institutions took part in the pilot. The system provides a service for managing accounts and settlement documents in real time with support for SWIFT formats.
Sberbank continues to optimize the structure of its corporate business.
There is a transition to the target legal and organizational structure of the CIB.
The CIB vertical was formed in the regions, the verticals for lending, real estate financing and monitoring of credit operations were allocated. The quality of project management in the CIB block has been significantly improved - control over project implementation has been brought into line with Sberbank standards. Conducted due diligence of CIB international offices.
Operations in global markets Key achievements in the direction of trading operations in foreign exchange market in 2015 were associated with the implementation of large conversion transactions with corporate clients in the amount of more than USD 1 billion without affecting the exchange rate, with the launch of a new forward product with an open date, with the optimization of transactions made through the Visa payment system, as well as with the launch of pilot operation Sberbank markets e-commerce platforms.
Transactions with foreign exchange derivatives and dynamic management of credit risk of counterparties were developed.
New products launched:
a loan with an embedded quanto swap, a guarantee of participation in the transaction and a security deposit.
Sberbank actively worked in the money market. The main market trend in 2015 was a reduction in the amount of debt of credit institutions in rubles and US dollars to monetary policy authorities, while refinancing took place primarily due to the growth of short-term foreign currency liabilities of banks. Against this backdrop, Sberbank increased its reverse repo portfolio from $1.5 billion to $3 billion.
New products have also been implemented that allow:
Placing US dollars and euros through repo operations on the Moscow Exchange both on the inter-dealer market and through a central counterparty;
Carry out securities lending operations without collateral, which allows the Bank to attract additional liquidity;
Enter into repo transactions with a floating rate.
In the direction of trading operations in the commodity markets, a number of significant transactions for the Bank were concluded, including the world's largest hedging transaction for precious metals, the first physical prepayment transaction for oil, and the Bank's first hedging transactions with zinc, copper, nickel and aluminum.
The direction of trading in debt instruments is developing by working with clients to identify cross-interest in securities and due to correct positioning in the market with narrowing spreads and falling yields.
Significant events in 2015 were:
Major acquisition of floating-coupon OFZ bonds as part of a syndicate of banks;
corporate business
A new product is exchange-traded bonds with a floating denomination, where Sberbank acted as one of the underwriters of the debut issue of OFZ bonds with an inflation-linked denomination;
The first transaction for the acquisition of a credit note for a loan on the balance sheet of Sberbank Switzerland;
Registration by the Moscow Exchange of the Sberbank Structured Exchange Bond Program under Russian law: 34 series of bonds with a total par value of RUB 50 billion.
The market situation in the face of external restrictions did not allow for a rapid increase in turnover in brokerage operations in shares and equity derivatives. Under these conditions, the Bank developed a technological platform for trading share derivatives: the ORC system was launched, which automates derivative trading strategies, which makes it possible to reduce transaction costs and increase the speed of order execution. Integration with the Turkish broker Deniz Yatrim, a subsidiary of DenizBank, was completed, which expanded the product line and made Sberbank a broker focused not only on Russia.
The business is successfully developing in the equity and debt capital markets – ECM and DCM. In 2015, Sberbank CIB was the leader in organizing market placements of ruble bonds, according to Cbonds. The Bank has entered a new segment of the international DCM – debt management. In addition, the Bank returned to the Eurobond placement market, successfully placed the first OFZ issue with nominal inflation indexation, closed the first “rights issue” transaction and received the first international mandate on the ECM market.
The Cyprus office of Sberbank CIB was awarded two prestigious awards in 2015:
Cyprus Investment Promotion Agency (CIPA) award for significant contribution to strengthening the image of Cyprus as an international business center;
Cyprus Investment Adviser of the Year at the 2015 M&A Awards organized by the UK-based Finance Monthly.
Trade finance Trade finance continues to develop successfully. In 2015, the volume of trade finance and documentary business transactions completed by the Sberbank Group amounted to over USD 29 billion, including over USD 18 billion for Sberbank.
The volume of transactions using domestic letters of credit in 2015 reached a record high of RUB 288 billion, up 73% from the previous year.
In 2015, Sberbank released a new product to support Russian business, the Domestic Uncovered Letter of Credit with Early Payment. For this product, the Bank is the source of financing for the trade transaction and provides the seller/contractor with the opportunity to receive payment before the end of the grace period stipulated by the contract and the terms of the letter of credit. This product is available Russian companies purchasing or supplying goods/services in the Russian Federation.
The ongoing strengthening of ties between Russia and China opens up new opportunities for trade finance. Sberbank signed a number of agreements with leading financial institutions in China with limits for the total amount of corporate business over 12 billion yuan. Cooperation with Chinese banks is carried out across the entire line of trade finance products of Sberbank. Sberbank's new product - post-financing of letters of credit in yuan - is actively gaining momentum. Sberbank issued about 150 letters of credit in yuan for clients from many regions of Russia.
Supporting the growing demand from Russian exporters of capital goods, Sberbank has formed one of the largest transaction portfolios using the insurance coverage of the Russian Agency for Export Credit and Investment Insurance (EXIAR), which, as of January 1, 2016, exceeded RUB 24 billion.
Active cooperation continues with a number of foreign export credit agencies of Western and of Eastern Europe, China and other countries. Negotiations are underway to expand the range of both long-term and short-term products with the support of export credit agencies in order to provide maximum support for Sberbank's clients' operations with foreign exporters. In June 2015, a Memorandum of Understanding was signed with the Italian export credit agency SACE.
Another important line of business that entered the phase of active development in 2015 was Commodity Trade Finance – supply financing commodities, which Sberbank is developing on the platform of a subsidiary bank in Switzerland. This product line is intended primarily for trading companies involved in trading on international market oil, coal, metals, grain, etc. The clients of the Sberbank subsidiary in Switzerland are already the world's largest traders, as well as the leaders of Russian exports of these industries.
The volume of completed transactions in the CTF direction, which mainly provides support for Russian exports, amounted to more than 480 million US dollars, which made it possible to increase the portfolio in this business line by more than 3.5 times.
Sberbank traditionally receives high marks for its activities in the field of trade finance, documentary and settlement business both in Russia and on the international market. In 2015, Sberbank was recognized the best bank in the field of trade finance in Russia and the CIS countries by the leading international financial publications Global Finance and Trade & Forfaiting Review. Sberbank is also the market leader in settlements with domestic letters of credit, according to a study by the Expert RA rating agency.
Block "Corporate business"
Large and medium-sized businesses Sberbank continues to cooperate with corporate clients of large and medium-sized businesses and optimizes work in this segment. In general, this work is being transformed in several directions: the degree of penetration of digital processes is increasing, the operational function of employees is decreasing and shifting to the area of consulting. The employee becomes not so much an operator as an assistant and partner who can advise the client on a professional level the right solution to a business issue. This service model assumes the importance of personal contact, so the work of the contact center is changing, remote client managers and product specialists appear.
corporate business
A unified sales management system for the entire vertical was introduced, covering the managerial functions of 900 heads of VSP11 of the Corporate Business block, 180 regional managers, 80 heads of sales departments. The system unifies many processes at all levels and provides a single business rhythm for planning and goal setting throughout the entire sales network.
Created based on the requests and wishes of the clients themselves, the model of working with new corporate clients made it possible to make the first 100 days of cooperation with the Bank as transparent and comfortable as possible for the client. The procedure for obligatory acquaintance with the head of the VSP and training of clients in online services became fundamentally new stages. Full compliance of the proposed model with the wishes of customers minimized the outflow of new customers.
Creation of client-product teams in work with medium and large businesses allows both new and existing clients to receive a complex banking services with the allocation of specialists. The unification of employees on the basis of common goals makes it possible to replace the competitive interaction of the Bank's specialists with a coordinated movement towards the maximum satisfaction of the client's needs. Forming a team for a permanent group of clients, rather than a single transaction, provides clients with the highest level of service.
Sberbank is creating a product line for easy customer access to that type borrowed money and tools that suit them best. Online lending is launched when a client can apply for and receive a loan without a visit to the bank.
E-guarantee and e-factoring services have been introduced.
For companies of medium, large and largest businesses, a cash management tool is offered, which in fact is the workplace of the treasurer. With it, the client can manage his cash flows, control subsidiaries and branches, and ensure the current liquidity of holding companies.
Cooperation with government authorities In 2015, 1,434 loan agreements were concluded with clients of the Regional Public Sector segment in the amount of RUB 397 billion. In total, credit resources were provided for 882 billion rubles. As of January 1, 2016, the outstanding balance of customers in this segment amounted to RUB 877 billion. According to the Bank of Russia, Sberbank's share in the lending market for regional government bodies of constituent entities of the Russian Federation and local governments as of January 1, 2016 amounted to 74.9%.
Small and micro business Sberbank serves 53% of active clients of small and micro business. This is 1.18 million customers. In 2015, the Bank supplemented the line of services for clients with a new, unique on the market, complex package "My Team", which includes the services of a business assistant, a lawyer, an accountant, as well as unlimited cash and settlement services: account management, payments and cash receipts on check. The bank is preparing to launch new non-financial services for customers.
Internal structural unit Corporate business
The Bank is working to make the business of the clients themselves more efficient. In particular, the Sberbank Analytics service has been developed, using which the client can practically refuse to be a financial director. In a convenient interface, the client will be able to analyze and control their activities: income and expenses, counterparties, cash gaps and much more.
Implemented the ability to choose the most convenient channel for a corporate client to receive consultations, which is especially important at the time of peak loads on the telephone line.
New channels of communication with clients are actively used:
feedback service on the Bank's website and ordering a callback, online chat in Internet banking. At Vedomosti's annual FocusForum conference, Sberbank received a special prize "For Customer Orientation" in a project to support corporate clients in the Contact Center. Sberbank also won in the Corporate Clients Technical Support Project of the Year category at the CNews Awards ceremony.
Using the Small and Micro Business Customer Development Model, which is based on mathematical models and allows to significantly improve the quality of targeted offers to customers, the Bank calculated the potential of each point of sale, which was used in the process of business planning for 2016.
Interaction with government agencies is one of the key processes for a Russian entrepreneur. Sberbank has created products that simplify this process and help the entrepreneur to correctly build the mechanisms of interaction within the framework of Russian legislation. Sberbank customers have the opportunity to submit reports online to the Federal Tax Service and other regulatory authorities, and pay taxes conveniently and on time. Work is underway to integrate Sberbank's Internet banking with the taxpayer's office on the website of the Federal Tax Service.
In addition, customers can learn about various government business support programs in the application.
The Bank continues to interact with JSC Federal Corporation for the Development of Small and Medium Businesses12. The cooperation agreement concluded with the SME Corporation allows the Bank to attract guarantees in the form of security of the 1st category of quality for a wide range of loan products and bank guarantees for small and medium-sized businesses. Guarantees can cover up to 70% of the principal debt on a loan and can be attracted by SMEs in any subject of the Russian Federation. In 2015, under the guarantees of the SME Corporation, the Bank issued more than 2.5 thousand loans and guarantees in the amount of more than 21 billion rubles. The share of Sberbank in the total guarantee portfolio of the SME Corporation at the end of 2015 amounted to about 44%.
In 2015, the Bank issued loans to SMEs secured by regional guarantee organizations for a total of RUB 11.2 billion. in 73 subjects of the Federation.
Sberbank supports clients who have lost their partner bank. For clients of credit institutions whose license to carry out banking, special conditions apply: free opening of an account, free organization of service using the Sberbank Business Online system and 3 months of service under the Basis service package at a price of 1 ruble.
The Business Environment Partner Program project, aimed at creating a channel for attracting the Bank's customers through partner agents, entered the project stage Next - SME Corporation, before changing the name - JSC NDKO Credit Guarantee Agency
Corporate business power. At the end of 2015, more than 42 thousand transactions were made, there were 200 partners in the affiliate network, the conversion into transactions was 42%. One of the key focuses for 2016
– creation of a platform-aggregator of financial and insurance services on the market, connection of banks and insurance companies.
As part of the School of Business project, 26,000 entrepreneurs received access to educational programs for business, and these are 170 video courses. More than 35 thousand
entrepreneurs from various regions, including the most remote corners of the country, took part in all-Russian educational seminars. The speakers of the seminars were business coaches and representatives of state authorities, successful businessmen. Today, about 80 thousand entrepreneurs regularly receive information about new educational events and advice from leading market experts as part of special information digests. One of the key focuses for 2016 is the organization on the basis of the School of Business of Russia's largest platform for distance learning for small companies, partnerships with leading business schools, incubators, and expert platforms.
Services for corporate clients The Bank strives to make interaction with the client convenient and simple, starting from the moment of opening a business. The bank provides an opportunity to register a business without a visit to the Federal Tax Service of Russia and reserve an account for a client in 3 minutes.
When reserving an account, the entrepreneur receives a number that can be used to conclude contracts, and within 5 days he must visit the Bank to provide documents. In development - a process that requires a change in legislation, when an account is not only reserved, but also opened without a client's visit to the Bank. In order to strengthen its competitive position, the Bank expanded the functionality of the service: it is possible to reserve accounts within the framework of the implementation of Federal Law No. 275-FZ dated December 29, 2012 “On the State Defense Order”.
Sberbank is systematically working to develop remote customer service, setting itself the task of making key services mobile and remote. About 1.3 million customers are connected to the Sberbank Business Online service, and more than 427,000 users have downloaded the mobile version. By the end of 2015, 98% of payments were made through Sberbank Business Online or its mobile app.
31% of all Russian payments go through Sberbank. In 2015, the Bank launched a 24x7 settlement service for customers. By the end of the year, customers making electronic settlements within the Bank had the opportunity to settle with counterparties in the 17x7 mode, i.e. the current day from 6.00 to 23.00, including weekends and holidays. The plans include a mass connection of customers to this service and an increase in the service availability time up to 20x7.
At the beginning of 2015, the process of electronic document management E-invocing between the Bank and customers was launched to provide invoices for the Bank's services. By the end of the year, the share of invoices for the Bank's services sent to customers electronically using this service reached 85% of the total number of invoices issued by the Bank. A project was launched to conduct paperless transactions for corporate clients in Sberbank branches.
From July 1, 2015, all territorial banks offer self-collection services to companies. The service allows customers to deposit money into an account through self-service devices. In the 4th quarter of 2015, more than 300,000 corporate clients took advantage of this opportunity. As a result, the number of credit transactions in bank branches with amounts up to 100 thousand rubles. In 2016, inter-branch settlements will be launched, which will allow the client to deposit money through self-service devices to a current account opened with Sberbank anywhere in Russia.
In 2015, the Bank introduced an automated process for paying out insurance indemnities to depositors – individual entrepreneurs of bankrupt banks from the fund of the Deposit Insurance Agency. Sberbank began to take part in competitions to select banks authorized to make such payments, and from the beginning of 2016, it began paying insurance compensation on the accounts of individual entrepreneurs - clients of bankrupt banks.
In 2015, Sberbank implemented the Module currency control integrated into the Bank's settlement system. This made it possible to abandon third-party software and optimize currency control processes, including reducing the time for processing currency control documents by 25%. Services for clients in remote banking systems have been improved. Implemented the ability for clients to fill in currency control documents online, receive bank control statements, inform clients about the status of processing currency control documents, about possible violations of currency legislation, etc.
In order to improve management efficiency budget funds, an agreement was reached with the Office Federal Treasury about the start of using the Cash Management service. Connected 52 Regional Offices Federal Treasury and more than 31 thousand accounts for servicing budget recipients.
Service introduced in territorial banks banking support investment contracts. The Bank exercises control over the spending of funds for its clients in accordance with the implementation of investment projects.
The Bank provides its customers with the AS Sberbank Corporation mobile application.
Using this application, heads of groups of companies always have prompt access to information on all accounts of their group in the Bank. In this system, as part of the “Control and Acceptance” service, a service for monitoring electronic registers was launched payroll under agreements on crediting funds to accounts of individuals.
The "Payment calendar" service was introduced, which allows customers to schedule upcoming expenses and projected receipts, including under contracts with counterparties. The service allows you to create payment schedule future periods.
Quality of service Sberbank continues to monitor the level of the Corporate Customer Satisfaction and Loyalty Index. In 2015, the indicator increased by 2 points to 67.
Significant growth occurred in the estimates of large and medium-sized customers. Estimates of small and micro business customers have not changed significantly.
As in 2014, the importance for clients of certain parameters of interaction with the Bank is largely determined by the difficult economic situation, especially for the segment of small and micro businesses:
the importance of basic settlement and cash services and their price parameters remains high due to the fact that customers optimize their spending on banking services;
Corporate business of great importance is the flexibility of the Bank when considering a loan application:
individual approach to business valuation, lack of collateral, etc.
The indicator "Number of requests per 1000 active clients" at the end of 2015 amounted to 6.3 pcs. A certain increase in applications was recorded due to failures in the service of accepting cash at ATMs. Based on the analysis of problem areas, the Bank optimizes processes. Since the end of 2015, Sberbank has implemented the principle of “presumption of innocence of the client” when working with appeals: upon receipt of a claim, the funds are reimbursed to the client, and then the claim is considered without the participation of the client. A pilot was conducted on a simplified review of company claims, in which maximum amount compensation increased from 600 to 1500 rubles. The circulation is scheduled for 2016.
Based on the results of the pilot on the automated collection of feedback from large and medium-sized businesses, after reviewing credit transactions, an appropriate project is being implemented, including working out negative reviews and promptly resolving problems of customers in all business segments.
Raising funds from corporate clients In 2015, in the face of the need to replace expensive state financing with funds from clients, the work of raising funds from corporate clients was one of the most important areas of the Bank's business.
The balance of funds of corporate clients increased over the year by 25.1% to RUB 7.4 trillion.
The share of Sberbank in the total amount of funds of legal entities attracted by the banking system increased over the year from 21.9% to 25.0%. In terms of products, the share of settlement accounts increased during the year - from 29% to 34% of common funds corporate clients.
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In 2015, Sberbank launched a new service - the placement of funds on public terms, available to users of remote service channels - Online products. Clients can place funds in a deposit and in the form of a minimum balance on a current account on public terms. Transactions are concluded without visiting the Bank's office by the client. There is a loyalty system for these products, according to which customers who place funds on a deposit or on a minimum balance repeatedly receive interest income, additionally increased by 5-10 percentage points.
regarding online betting. The functionality of the service is expanding. Today, remotely, you can withdraw the deposit ahead of schedule, create an order for its replenishment, prolong the contract, receive SMS and e-mail notification of events under the contract.
Retail business
5. Retail business
Achievements in 2015 in the retail business:
As of January 1, 2016, Sberbank raised RUB 10.2 trillion. funds of individuals - the historical maximum amount. The inflow of funds from private clients for the year is also a record: +2.2 trillion rubles.
Sberbank has increased its portfolio of housing loans to 2.2 trillion rubles. and took 55% of the mortgage market. The bank began to provide borrowers not only with the loan itself, but with a set of services from its partners - realtors, insurance companies, notaries and registration authorities.
Sberbank Online mobile apps for Android and iPhone were included in the lists of the best apps of the year in the Google Play and App Store in Russia, becoming the only financial product in both rankings.
Sberbank was recognized as the winner of the Consumer Rights and Service Quality 2015 award as the most client-oriented bank in Russia.
A qualitative transformation has begun in the field of non-cash services.
Quantitative achievements (millions of active cardholders, thousands of self-service devices, hundreds of thousands of POS-terminals in the retail network) and the best Internet bank on the market gave the effect of a qualitative leap.
Through the efforts of consultants in offices and as a result of active sales, the number of connections to online services in 2015 increased several times: by the end of the year, about 600,000 online applications were connected per month.
The behavior of millions of Russians, largely thanks to Sberbank, began to change: the share non-cash transactions for the first time on Sberbank cards exceeded 50%, in 2015 there was an explosive growth in P2P transfers - over the year, Sberbank customers transferred 2.4 trillion rubles to each other.
Implemented new model office work - VSP 3.0. Consultants have appeared in the offices who solve customer problems on the spot and successfully sell services. As a result, the level of operational errors is gradually decreasing, queues are being reduced.
Lending to private clients Retail loans occupy more than 23% of Sberbank's loan portfolio13.
The negative trend towards a decrease in loan debt, noted in the first quarter of the reporting year, was reversed in the summer. As a result, more than RUB 1.2 trillion in loans were issued to private clients during the year. The portfolio of loans to individuals increased by 1.6% and reached RUB 4,135 billion. At the end of the year, there was an increase in the share of both housing and consumer lending, while the volume of housing lending increased. Sberbank's share in the lending market increased by 2.8 p.p. up to 38.7%.
Here, the loan portfolio of Sberbank includes: loans to banks, legal entities and individuals.
Retail business
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Housing lending Housing lending remained Sberbank's priority product. The portfolio of mortgage loans increased by 13.4% over the year. Sberbank's share of outstanding debt in the housing lending market increased by 2.1 p.p. and amounted to 55.0%.
In 2015, Sberbank took part in the State-Supported Mortgage program, which applies to completed and under construction housing in the primary market. Since March 2015, 109 thousand loans have been issued for 187 billion rubles. In addition, in the spring, a promotion campaign was held for the “Purchase of finished housing” (discount 0.3 p.p., initial payment from 15%, loan term up to 8 years) and the provision of loans for “Country real estate” and “Construction of a residential building” was resumed. ”, the product “Non-purpose loan secured by real estate” was launched.
To help Sberbank borrowers with foreign currency mortgage loans, the Bank offered to individually set the loan conversion rate into rubles and the ruble interest rate after changes in the terms of the foreign currency loan.
Throughout the year, there was a Promotion for young families: a discount of 0.5 p.p. to the base level of interest rates, no surcharges to the interest rate for the period before the registration of the mortgage. During the year, 101,000 young families were able to take advantage of such loans totaling 153 billion rubles.
In July and August, by 1.0 p.p. and 0.5 p.p., respectively, interest rates were reduced for all mortgage products, with the exception of Military Mortgage, the Mortgage with state support"and the product" Non-targeted loan secured by real estate. After the reduction, the range of interest rates amounted to 11.4-14.5% per annum within the framework of basic mortgage products.
Retail business
By " military mortgage» In 2015, Sberbank issued 11,000 loans worth RUB 20 billion, Sberbank's share in loans issued was 34%14, and 3% in total housing loans issued by Sberbank.
At the end of the year to maintain sales for the product "Purchase of finished housing"
the "Single Rate" promotion was in effect - an offer with a fixed interest rate for each category of customers, regardless of size down payment, loan term or mortgage registration period. The interest rate for clients receiving wages on a Sberbank card was 13.45% per annum, for other categories of clients - 13.95%, taking into account the application of the special “Protected Credit” condition. The decrease for certain groups of clients within the campaign amounted to 0.3-0.55 p.p.
An important role in the development of mortgages is played by the development of partner channels – a vertical built in the Bank, which includes several business areas:
sale of the Bank's mortgage products on the territory of partner developers and real estate agencies; accompaniment of clients with approved mortgage decisions to the issuance of a loan in special Mortgage Lending Centers; online services for mortgage clients and partners of the Bank.
Partners submit mortgage applications and approve clients' real estate objects through a specially developed B2B web-system "Partner Online". This system allows to reduce the period of consideration of a loan application from 5 to 2 days. The share of applications submitted by partners in the total number of Sberbank's mortgage applications increased from 15% to 43% over the year. More than 24 thousand people are active users of the Partner Online system.
partner companies of developers and real estate agencies.
A pilot project has been launched in Moscow and Novosibirsk to provide a client with a remote “Personal Borrower Account”, in which the client can manage his mortgage transaction, exchange information with partners and a Sberbank manager.
Also in Moscow and Novosibirsk, a pilot project was launched for online electronic registration of mortgage transactions. It is now possible to send documents for registration at the Sberbank Mortgage Lending Center without visiting Rosreestr.
The development of housing lending is also associated with new technical capabilities that the Bank has acquired and made it possible to simplify the lending process. Thus, within the framework of the Federal Law 259-FZ dated July 13, 2015, the Bank ordered extracts from the Unified State Register of Rights to Real Estate and Transactions Therewith, as well as from State Cadastre real estate - through access to the information resource of Rosreestr. Such interaction with government agencies greatly facilitates the lending process for the client.
Consumer lending Consumer loans, despite the reduction in the portfolio, still remain the leader in terms of interest income, ahead of other retail products. In 2015, against the backdrop of deteriorating retail risks, Sberbank retained the quality of its loan portfolio as a priority, focusing on attracting only high-quality borrowers. Over the year, the portfolio of consumer loans and credit cards decreased by 7.6%.
According to FGKU "Rosvoenipoteka"
Retail business Sberbank's share in the consumer loan market increased from 32.6% to 33.2%.
The Bank has resumed accepting applications for the provision of "Credit to individuals, leading personal subsidiary plots." To stimulate demand, the Bank reduced interest rates three times on newly accepted applications for “Unsecured Consumer Loan”, “Consumer Loan Guaranteeed by Individuals” and “Consumer Loan for Refinancing External Loans” and twice – for “Consumer Loan to Military Personnel – Participants of NIS15” and "Loan to individuals leading a personal subsidiary plot." Promotions were held to coincide with the academic year and the New Year holidays.
In the first half of 2015, a technology was implemented that allows obtaining approval for loan applications in 15 minutes.
In October, all regions introduced new technology on providing " trust loan for the Bank's borrowers - individuals with valid loan agreements. The technology involves an increase in the number of refinanced customer loans to five, automatic checking of overdue debts on existing loans and repayment of existing loans when a new product is issued.
Credit cards Credit cards remain one of the important elements of the Bank's product line, successfully used for cross-selling to existing customers. Over the year, the Bank increased its loan debt on credit cards from RUB 410 billion to RUB 441 billion.
and strengthened its position as the market leader in Russia: its share in the credit card market increased from 29.9% to 33.4%. The number of active credit cards reached 15.6 million.
In 2015, as part of its response to the market situation, Sberbank increased interest rates on debt on newly issued credit cards.
The commission for withdrawing cash from credit cards has been increased.
In April, the Bank introduced a temporary reduction procedure credit limits with valid credit cards. The procedure affected customers who allow late payments. New limits are calculated on the basis of a scoring model. Since April, the limits have been reduced by a total of 28 billion rubles, which freed up the Bank 3.2 billion rubles. reserves.
The Bank issues credit cards without PIN envelopes: the client independently assigns a PIN code for his card at the moment of receiving it. Since September, Sberbank customers can order a credit card with an approved limit of 50,000 ATMs equipped with the Sirius platform: a Classic card can be obtained immediately at the nearest branch, while a premium Gold card- in a few days.
Car loans The partner car loan channel was transferred by Sberbank to a subsidiary bank, Setel. In 2015, Cetelem Bank held the 1st place in terms of disbursements in the car loan segment. 1st place was retained by the Sberbank Group in terms of the size of the car loan portfolio. Despite the 35.7% decline in the new car sales market in Russia in 2015, Cetelem Bank's loan portfolio remained at the previous year's level and amounted to RUB 80 billion. Cetelem Bank continued cooperation with 23 car brands and concluded a number of agreements to strengthen it.
NIS - Accumulative Mortgage System Retail business Raising funds from private clients Raising funds from private clients and ensuring their safety remains the core of the Bank's business. Sberbank raises funds in time deposits, demand deposits, including bank cards, savings certificates, promissory notes, and accounts in precious metals.
The volume of funds raised from individuals, including time deposits, demand accounts and bank cards, as well as funds in precious metals, increased by RUB 2.2 trillion in 2015. and by January 1, 2016 exceeded 10.3 trillion rubles. The growth rate at the end of the reporting year (27.2%) exceeded the growth rate of individuals' funds at the end of the previous year (4.9%). The main increase was due to fixed-term ruble deposits. The volume of foreign currency deposits also increased in dollar terms.
Some of the deposits are open in remote channels.
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During 2015, amid the general market trend towards lower deposit rates and the existing dynamics of the key rate of the Bank of Russia, Sberbank lowered interest rates on deposits in rubles and foreign currency six times, including savings certificates of individuals.
Promotions for ruble products, maintaining a competitive level of rates on foreign currency deposits, as well as new deposits for wealthy clients allowed Sberbank to retain its market share in term deposits in rubles and significantly increase its share in foreign currency deposits.
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As of January 1, 2016, more than 170,000 clients have signed up for the Sberbank Premier service package and over 22,000 VIP clients use the Sberbank First service package. As part of these packages, customers receive premium debit cards for themselves and their loved ones, Priority Pass cards for access to the business lounges of the largest airports in the world, have the opportunity to take advantage of preferential exchange rates and precious metals, as well as a discount on the use of safe deposit boxes. For each package, there is a special line of deposits with an increased interest rate, as well as higher rates on savings accounts.
Retail business Starting October 1, 2015, the Gold package of services was launched for clients of the upper mass segment, which includes gold debit cards and travel insurance for the whole family.
Interaction with the Pension Fund of the Russian Federation Within the framework of agreements on the procedure for interaction between branch of PJSC Sberbank and a branch of the Pension Fund of the Russian Federation16 when delivering pensions paid by the Pension Fund of the Russian Federation concluded at the level of constituent entities of the Russian Federation, Sberbank offers a service for pensioners and privileged categories of citizens: free receipt of information on the types and amounts of pensions and other social payments of the PFR credited to the account in Sberbank. The certificate is issued at any Sberbank office or using the Sberbank Online service, as well as at ATMs and other self-service devices of the Bank. A certificate on the types and amounts of pensions allows pensioners to quickly receive detailed information about all types of PFR payments due to them and their amounts for the required period.
The share of pensioners receiving pension through the Bank is constantly growing. The number of Russians who entrusted the payment of their pensions to Sberbank reached 24.8 million people.
Jan 1, '16 Jan 1, '15 Number of social pensioners receiving pension through 24,789,919 23,291,132 Sberbank, pers.
Share of pensioners receiving pensions through Sberbank in total 59.0 56.2 number of social pensioners in the Russian Federation, % (excluding the number of Crimean pensioners) Sberbank singles out work with the Social segment. The level of protection of the interests of pensioners in terms of the safety of their deposits from encroachments by third parties has been increased. A memo has been developed for employees of departments to protect the savings of pensioners and the disabled from fraudulent actions of third parties. Now, by taking simple steps, branch employees can stop fraudsters, prevent them from using their gullibility and fraudulently forcing customers to make debit transactions on their accounts.
Simplified registration of receipt of pensions to bank accounts: an application for the delivery of pensions is automatically printed when opening an account, which frees up 15 minutes of clients' time and eliminates time-consuming manual filling in details.
Work is underway so that pensioners can draw up documents for the delivery of pensions remotely through Personal Area on the Unified Portal of Public Services.
Sources of non-interest income The main growth driver of non-interest income in the retail business over the past few years has been: operations with bank cards, acquiring, payments and transfers.
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The growth in the issue of bank cards continues to accelerate the growth in the volume of transactions on card accounts.
Acquiring Sberbank market share merchant acquiring increased significantly over the year – by 7.2 p.p. up to 54.7%. Such a significant breakthrough became possible due to the restructuring of the business area: at the level of territorial banks, independent merchant acquiring divisions were created. Over the year, Sberbank attracted 27 new federal key partners in various segments for acquiring services: clothing, automotive products, pharmacies, electrical goods, and services. The number of active retail and service outlets involved in acquiring services increased by 1.2 times and reached 552,000 by the end of the year.
In August, a project began on special acquiring conditions for car dealers - for the first time in Russia, customers were provided with a service for paying for a car with a bank card.
The program operates in 546 car dealerships across the country. Thanks to her, Sberbank attracted 8 largest Russian car dealers for acquiring services.
The Bank is actively developing Internet acquiring and attracted 1,590 new partners over the year, a 5-fold increase. The turnover with bank cards on the Internet amounted to 85 billion rubles, an increase of 1.8 times. Payment for air tickets via telephone with bank cards, replenishment of Ladoshki school meals cards have been implemented. The total number of organizations using the Sberbank Internet acquiring service exceeds 2.2 thousand.
The growth of acquiring services business volumes is accompanied by new technologies in this area. The Bank introduced a unified standard for technical support of the trade and service network for all regions, began accepting applications through the centralized support service 8-800 24/7. LightKabinet works, through which the speed of fulfilling partners' requests has increased many times over, issues are resolved within the system without using mail and telephone. Service standardization will strengthen Sberbank's competitive position in the acquiring market and optimize technical support costs.
The development of cashless payment in public transport continues.
The pilot for accepting contactless bank cards at turnstiles, which started at the Moscow metro station Kotelniki, has been expanded to four more stations, where ticket offices and ticket vending machines are also equipped with acquiring equipment, and customers can pay for travel tickets with bank cards.
Debit cards In 2015, Sberbank expanded the options for customers with debit cards. The issuance of international bank cards with the function of the Troika Retail Business Ticket has been implemented. In addition to the usual functionality of a Sberbank debit card, the new card serves as a fare payment tool in Moscow's transport infrastructure.
A new service has been launched: holders of any Sberbank debit cards can make transfers from their cards to any Visa cards of other Russian banks through the Sberbank Online system, ATMs and mobile applications.
Since July, the Sberbank website has made it possible to order a card using your own photos from Instagram. In the future, it is planned to expand integration with social networks.
In 2015, more than 90 projects were implemented to issue cards with individual design For payroll clients, of which 44 projects are with universities. More than 370 thousand
customers will receive payroll cards with an individual design. This makes Sberbank's payroll projects more attractive.
Throughout Russia, the payment of wages to employees of enterprises takes place according to a technology convenient for customers: the company provides a registry for crediting funds to its employees using the Sberbank Business Online system, the Bank credits wages to employees' cards online, information on credits is instantly available to the enterprise. The process is automated and the possibility of operational errors is excluded.
A new technology for payroll transfers to employees of federal companies with branches in different cities and regions of the country has been successfully introduced. According to a single register, which indicates the company's employees who have accounts in different branches of Sberbank, and due to them wage The Bank independently transfers funds from the company's current account to the salary accounts of its employees.
Sberbank optimizes card processes. By new technology conversion operations for individuals, conversion between cards within Sberbank, as well as from a card to a deposit, occurs instantly at the rate fixed at the time of the transaction. This eliminates the occurrence of currency risk and customer complaints.
The processing of operations of the international payment systems MasterCard and VISA has been fully transferred to servicing through the National Payment Card System.
In April, Sberbank launched the Piggy Bank service as part of the Sberbank Online service.
This is an automatic transfer of client funds from a debit card to a deposit according to the algorithm specified by the client. The service is very popular: 150,000 connections per year.
Payments and transfers
In 2015, there was an increase in payments from individuals to legal entities:
their average number increased by 17% and amounted to 13 million per day. Growth occurred in all types of payments. The number of payments for housing and communal services amounted to 2.8 million transactions per day (+20%), for cellular communications - 8.2 million per day (+18%). The stable growth of payments allowed Sberbank to strengthen its leadership positions in the market of payments for housing and communal services with a share of 39%. Sberbank is the leader in the market of payments for cellular communications with a share of more than 44%. This result was achieved thanks to the active development of payments through Autopayment, Mobile Banking and Sberbank Online.
The number of subscriptions to the Autopayment service amounted to 31.4 million. Auto payment for utilities is available in more than 100 cities of Russia. In 2015, an active promotion of non-cash payments at the cash desk began: the share of payments accepted at the cash desk using a card reached 7%. The share of payments accepted using bar-coding among receipts was 81%.
Retail business The total volume of transfers in 2015 exceeded 9 trillion rubles, which is 1.5 times more than the previous year.
Insurance and Wealth Management 2015 was characterized by a number of significant results for Sberbank in terms of wealth business, despite negative trends. During the year, the client base grew from 7.5 to 13.2 million clients, the amount of assets under management of the Group increased from 221 to 450 billion rubles. In 2015, over 9.5 million welfare products for individuals (insurance, pension and investment products) were sold through the Bank's network, 137,000 insurance policies were issued to corporate clients.
IC Sberbank Life Insurance once again confirmed its leadership in the life insurance market with a 34% share. The total amount of insurance fees amounted to 44 billion rubles. By the end of 2015, the total number of the company's customers exceeded 5 million people. The company brought to the market a number of product innovations for VIP clients - investment product with annuities and an international health insurance product. In addition, in the reporting year, the Company made a special focus on the quality of customer service, which resulted in the victory in the nomination "Best Contact Center" in the insurance market, including life and non-life companies. The Bank of Russia has included IC Sberbank Life Insurance in the list of systemically important insurance companies.
In 2015, the Non-State Pension Fund of Sberbank received pension savings from 2 million customers. NPF Sberbank became the leader in the compulsory pension insurance market in terms of the number of clients and the amount of assets, the fund's assets amounted to 260 billion rubles. At the end of the year, the savings of another 1.4 million people will be transferred to the NPF of Sberbank. In total, more than 4 million Russians became clients of NPF Sberbank.
LLC IC Sberbank Insurance is the fastest growing company in the Russian insurance market.
The company's fees amounted to 3.7 billion rubles, of which 75% was the share of non-credit insurance; more than 30 products launched. More than 1.5 million people throughout Russia became the Company's clients. In the first year of active development, the Company entered the TOP 10 insurers in Russia in terms of property insurance for individuals and in the TOP 15 in online sales in Russia. Thus, during the year the Company moved from 119th place to 34th place in terms of total collections, and also took 13th place in terms of the number of insurance policies sold.
Another growth leader was Sberbank Insurance Broker. It is important to note that the company became profitable in the first year of operation on the market and, following the results of 12 months, showed a steady increase in profits and the number of customers. At the end of 2015, the company's net profit amounted to 108 million rubles, 15% of customers are market customers attracted from outside.
JSC Sberbank Asset Management strengthened its leadership in the market of open mutual funds: its share exceeded 25% of the market. The company took 1st place in terms of revenue among all management companies, demonstrating high management results investment funds: flagship equity funds (OPIF Fund Active Management: +42%), bonds (OPIF Ilya Muromets: +35%) and mixed investments (OPIF Balanced: +38%) ranked first among competitors at the end of the year.
According to the results of 2015, the specialized depository entered the TOP-5 leaders in the market of depository services for mortgage-backed securities.
Retail business In 2015, a project unique in scale for the Russian insurance market was launched – 8,000 branches of Sberbank became points for accepting applications for settlement of insured events of the Bank's clients.
Depository of Sberbank in 2015 recognized as the leader in Russian market custodial services, ranked among the top custodians in emerging markets, received Category Outperformer, Market Outperformer and Global Outperformer awards.
Sberbank's depositary services 443,000 depo accounts. Market price of client assets on depository records in 2015 increased from 3.5 to 4.2 trillion rubles. In the reporting year, depository services for individual investment accounts depot. As of January 1, 2016, 49.2 thousand such accounts were opened.
The provision of services of a specialized depositary for insurance companies has begun. Contracts were concluded with 25 insurance companies, the total value of controlled assets is 238 billion rubles.
The places of securities storage were optimized, which made it possible to avoid the reservation of 21.2 billion rubles. under the investments of PJSC Sberbank in securities.
The International Bank-Issuer of Depositary Receipts performed an annual online certification of the Depository as a custodian Russian shares, under which the issue and circulation of ADR/GDR in Western markets was carried out.
A procedure has been implemented for daily debiting of the depositary commission for changing the balance of securities on trading sections from the personal brokerage accounts of investors, including those using the service for making unsecured transactions.
Rules and forms for identification of the Depository's clients (legal entities and credit institutions) for the purposes of FATCA have been put into effect.
Development of remote service channels Sberbank continues to improve remote service channels. During the year, the network of self-service devices, in accordance with the Bank's strategy, decreased by 4 thousand devices and amounted to 52 thousand cash dispensers, 34 thousand
without cash withdrawal function17. The network of self-service devices has expanded with a new software, which provides customers with a single space to perform operations. In these devices (more than 53,000 pieces), the client sees his transactions carried out in the Sberbank Online Internet bank, can print a confirmation check on them and repeat the payment according to the template created earlier in the Internet bank.
Customer device availability increased from 93.2% to 95.1%. The share of inefficient self-service devices decreased from 14.7% to 2.7%.
The number of active users of the web version of Sberbank Online increased from 17.9 million to 24.6 million.
Sberbank has released a new, market-unique version of the Sberbank Online mobile app for the Android platform. The version has a built-in protection package with anti-virus software that protects not only the application, but also the phone itself. This made it possible to provide customers with a new functionality for payments and transfers. Significant changes have affected the design, which is built on the principles of In accordance with the Federal Law No. 54-FZ "On the use of cash registers in the implementation of cash payments and (or) payments using payment cards", all Sberbank payment terminals are considered ATMs.
Retail Business Material Design: 3D surfaces, realistic touch animations.
Focusing on the design concept from Google, Sberbank has made an application that matches the graphic style familiar to Android users.
The Sberbank Online mobile application for iPhone took 1st place in the rating of mobile bank applications for iPhone in terms of ease of use, published by UsabilityLab.
The Bank has updated Sberbank Online applications for all platforms: iOS, Android and WinPhone. Now, to register in the application, you do not need an ATM or a web version of Internet banking - just enter the card number and confirm authorization using the code from SMS. In the new version of the mobile application, you can quickly transfer money not only to a Sberbank client, but also to Visa and MasterCard cards of other Russian banks. For an instant transfer, it is enough to indicate the recipient's card number. In the expense analysis service, you can create your own expense categories and transfer completed transactions to them, which allows you to better control your daily expenses.
The number of active users of Sberbank Online mobile applications reached 10.5 million people. The number of payments through mobile applications grew 3.7 times and averaged 24.3 million transactions per month. The number of transfers increased by 4.7 times and averaged 20.9 million transactions per month. The number of connections to the Mobile Bank SMS service reached 89.2 million, and the number of active users exceeded 26.8 million.
New service model in VSP In the second half of 2015, Sberbank implemented a major project to reorganize work in offices serving individuals - VSP 3.0. The new model has significantly changed the principle of operation, main tool in which - Intellectual control system18. This automated system is based on the consolidation and analysis of big data from more than 10 various systems Jar. IMS determines deviations at all levels of management up to each office employee and then sets targeted tasks for managers to eliminate deviations. Thus, the leaders of the front line are exempted from independent analytical work to collect reports and search for deviations. At the moment, the MIS has 13.4 thousand active users, through it 1.3 million targeted tasks are set out to VSP managers on a monthly basis. The perimeter of MIS tasks includes deviations in 29 performance indicators, knowledge of banking products, converting client traffic into banking products, eliminating fraud and adapting newcomers.
The priorities of the head in 2015 were sales management, mentoring, and work with clients. The model has improved the operational quality in the offices, as cash operations, prevention of risk events, handling complaints have become the task of the dedicated VSP deputy heads. The model made it possible to release 6,000 positions of VSP employees and 1,380 positions of managers, which reduced the Bank's expenses by 4.6 billion rubles. in year.
For the most effective pre-claim settlement of customer issues, service managers have been allocated in 700 business offices19. About 85% of questions Next - MIS The largest offices, which account for more than 60% of all customer requests registered in the VSP.
Retail business is handled by service managers on the spot, most of them at the time of the customer's request. The remaining questions are referred to the Claims Service.
Increased efficiency of sales managers. Over the year, the number of products per day per manager increased from 8.5 to 11.3 items.
The institute of consultants in VSP is successfully developing. For example, at the end of 2015, complex sales of remote services to customers began. The total volume of products sold through consultants increased by 21% in December compared to October.
As part of the new model, there is a transition to the concept of "atmosphere" in the office - for employees and customers. This is an integral indicator of climate measurement. For employees, it is the share of unfilled vacancies, due to which they have to work with increased workload, the share of overtime, the intensity of service, the fulfillment of performance standards and the number of errors that affect the level of income of employees. For clients, this is the number of reformatted offices, operating windows, the presence of "electronic queues", a convenient mode of operation.
The atmosphere in the departments is measured, tasks are set to eliminate deviations.
In 2015, there was a 21% decrease in the turnover of branch employees.
The employee engagement rate increased from 68% to 75%. For comparison: the best indicator for global financial companies is 78%.
Retail sales model In the first half of 2015, the Bank focused its active sales on promoting commission products and raising household funds. In 2015, over 154 million communications were sent with offers for deposits and savings certificates. An additional increase in funds raised through active sales campaigns amounted to RUB 100 billion.
From the second half of the year active promotion of credit products resumed. At the same time, work was carried out throughout the year on the mass personalization of active sales campaigns. Thanks to the campaigns consumer loans, resumed in June on a mass scale, an additional 99 billion rubles were issued.
Active sales ensured additional issuance of 556,000 credit cards. In June, for the first time, 500,000 Sberbank customers received a personalized video message with a credit card offer via email.
The most important achievement was the launch in August of individual pricing in campaigns for active sales of consumer loans. Based on the model, each client is assigned a personal interest rate that is optimal for him.
The bank started using a new message delivery channel – Viber messenger.
A welcome newsletter with the ability to go to the Sberbank promo page showed that 12 million customers are registered with Viber. The new way of communication makes it possible to reduce the cost of messages by 5 times compared to SMS and deliver content containing graphics and video to the client.
Retail business
At the end of 2015, the number of active clients20 of the Bank increased by 5.8% to 79.7 million people. As a result of working with the client base, the number of products per client increased from 2.33 to 2.62 over the year. This suggests that customers are more likely to choose Sberbank as their “main” bank.
Quality of service For operational monitoring and continuous improvement of customer satisfaction, Sberbank continues to calculate key customer experience metrics:
NPS21 - based on the entire experience of the client's interaction with the Bank, the client is asked to evaluate the readiness to recommend Sberbank to friends and acquaintances. Sberbank's current NPS is 55%.
CSI22 - immediately after registering the product or solving your problem in the branch, calling the Sberbank contact center, receiving a response to the appeal, the Bank asks the client to rate satisfaction with the quality of service in these channels. During the year, more than 960 thousand customer responses were received. All low ratings have been worked out, identified customer problems have been resolved.
Conducted research on customer satisfaction with 7 product processes.
Based on the opinions of clients, recommendations were prepared for changing 84 processes.
One of the key priorities is to work with customer requests. More than 700 service managers work in offices and help clients solve their problems "here and now".
A "Customer Care Center" has been created, which is designed to optimize the work with requests, create a team of highly qualified specialists. The main advantage of the Center is the systematic and timely identification of the root causes of customer requests, transferring them to the relevant departments for solution.
Separately, work is being carried out with resonant appeals received by the Bank's management and through social networks - 150 such problems were resolved during the year.
The Pulse system is aimed at searching the Internet for reviews on the work of Sberbank branches23. More than 37 thousand reviews were identified, 1.5 thousand complaints related to the service at the Bank. All negative feedback taken to work, customers provided with answers.
A new service for employees, My Client, has been launched in test mode. In the event that an employee becomes aware of a client problem from friends and relatives, he can transfer information to solve it in the right department.
As an example, when a negative customer experience helped the Bank to understand the problem and find its process solution, there is a new technology for working with Smart Box bank cards. VSPs are equipped with special containers for storing cards. An active client is one who has used the banking product NPS (Net Promoter score) for the previous 3 months - an index of the client's willingness to recommend Sberbank to their friends and acquaintances. Accepted in world practice as a key indicator of customer loyalty.
CSI (Customer Satisfaction Index) - customer satisfaction index according to the list of parameters at the points of contact. Key diagnostic question: How satisfied were you overall with your visit to the bank today?
The search is carried out in four social networks: Foursquare, Instagram, VKontakte and Flamp. Retail business is creating an electronic card file for placing cards in containers. The technology reduces the time for issuing a card to a client by 1.5 times and labor costs for working with cards by 2 times.
Another example is a project that will allow real-time verification of notarial powers of attorney when a client contacts the Bank's offices. The implementation of the project will start from the 1st quarter of 2016.
Sberbank is implementing the Paperless Front Office project in all regions: over 70% of deposit transactions, transfers, and transactions with savings certificates are carried out using paperless technology. In 2015, 90 million documents were signed electronically, and 7,245 trees were saved. "Paperless front office" allows you to eliminate operational errors, reconcile documents when closing business day, reduce office paper consumption by 15% and storage space requirements by 20%.
Sberbank continues to work on reducing queues. In 2015, in 6,481 offices, the waiting time for clients in the queue is measured automatically using the queue management system. By the end of the year, 95% of customers who used the Bank's services waited in line for no more than the standard time (10 minutes on a normal day and 14 minutes at peak hours). This indicator is met in 97% of offices equipped with a queue management system.
Unified Distributed Contact Center24 The main priorities for the development of the Contact Center remain: leadership in customer satisfaction, expansion of the range of services, efficiency.
The average waiting time for an operator's response remains at a high level - 31 seconds in 2015, a year earlier - 35 seconds. The service satisfaction index in the ERCC remained at the same level and amounted to 80%. The volume of requests increased by 22% compared to the previous year and amounted to 95 million calls.
Subscribers of mobile operators Beeline, MTS and Megafon received the opportunity to dial free of charge to the Sberbank Contact Center at 900 in the home network.
The new service “Customer Code” became available to the Bank's clients. Using this code in the automated system, you can find out the balance, the last five transactions, get the Sberbank Online ID and block the card.
A new, sixth, contact center site was opened in Samara. At the moment, 200 jobs have been organized, targeted placement - 730 jobs.
In order to increase the involvement of employees, a new motivation system was introduced. A project to improve working conditions for employees of the Contact Center in Omsk was completed, employee satisfaction with the internal space increased by 11 p.p. to 96%, employee churn decreased by 9 p.p. up to 36%.
In March 2015, as part of the Call Center World Forum business forum,
The Crystal Headset award ceremony is the central event in the world of call centers. Representatives of the ERCC of Sberbank won in three categories:
"Steam Operator of the Year", "Best Monitoring Team" and "Best Small Team".
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In 2015, the securities portfolio increased by RUB 221 billion. The portfolio of securities available-for-sale has undergone the most significant change.
This portfolio increased by RUB 571 billion due to:
the purchase of sovereign bonds and Eurobonds to increase the volume of highly liquid assets for the purposes of managing the short-term liquidity ratio, which will come into force on January 1, 2016;
positive currency revaluation of previously purchased Eurobonds;
acquisition of ECP/CD of foreign banks with a rating above A for a term of less than 6 months for the purpose of placing excess foreign exchange liquidity;
increase in investments due to additional capitalization of subsidiaries.
Management of risks
7. Risk management Integrated risk management of the Group The risk management system is part of common system management of the Group and is aimed at ensuring sustainable development as part of the implementation of the Development Strategy approved by the Supervisory Board of the Bank. The Group's risk management system25 complies with the requirements of the Bank of Russia and the regulations of the Russian Federation and takes into account the recommendations of the Basel Committee on Banking Supervision.
The Group recognizes the following types of risks as significant: credit risks of corporate and retail customers, country risk, credit risks of financial institutions, market risks of operations in financial markets, ALM risks, risk of losses due to changes in the value of real estate, operational risk, legal risk, risk liquidity, compliance risk, tax risk, strategic risk, regulatory risk, model risk, reputational risk.
Risks are identified and their materiality is assessed by the Group on an annual basis. For each risk recognized as significant, a management system is formed. The functions of managing all significant risks are distributed among the Bank's committees. Risk management at the integrated level is carried out by the Group Risk Committee, the Management Board and the Supervisory Board of the Bank.
The Group is implementing a project to develop a risk culture. The goal of the project is to develop a behavior among employees in which they openly discuss and respond to existing and potential risks, and to form an internal mental attitude of intolerance towards ignoring, hushing up risks and the risky behavior of others. Risk culture complements the existing formal mechanisms and is an integral part of the integrated risk management system. The Group pays Special attention behavior of employees as a practical manifestation of the risk culture.
Credit risks Credit risk is the risk of losses associated with loss of value financial asset(loan, debt security held to maturity) due to default or deterioration in the credit quality of the counterparty / issuer.
Counterparty risk in operations on financial markets is the risk associated with the unwillingness / impossibility of full and timely fulfillment of obligations under a transaction by the counterparty.
Concentration risk (in terms of credit risk) is associated with the provision of large loans individual borrower/ a group of related borrowers; the concentration of debt in certain sectors of the economy, segments, portfolios, geographic regions; the same applies to investments in securities.
Residual risk is the risk that risk mitigation measures may not give the expected effect due to the implementation of legal risk, liquidity risk in relation to the security.
The risk management system is implemented at the level of the Group as a whole; Since PJSC Sberbank is the parent company of the Group, some risk management information is presented in relation to the Group.
Risk management General description of credit risk management The purpose of credit risk management is to determine and ensure the level of risk required to ensure the sustainable development of the Group, determined by the Group's development strategy and macroeconomic parameters.
The Group's tasks in managing credit risks:
implement a systematic approach, optimize the sectoral, regional and product structure of the portfolio in order to limit the level of credit risk;
raise competitive advantages the Group through a more accurate assessment of assumed risks and the implementation of risk management measures, including reducing the level of realized credit risks;
maintain stability when introducing new, including more complex products.
The Group applies the following credit risk management methods:
prevention of risk before the operation;
planning the level of risk through an assessment of the level of expected losses;
limiting credit risk by setting limits;
formation of reserves to cover possible losses on granted loans;
structuring transactions;
transaction collateral management;
application of the system of powers in decision-making;
monitoring and control of the risk level.
Credit risk assessment is carried out for the Bank as a whole and for individual portfolios of assets, as well as for individual counterparties, countries, regions and industries. The assessment is based on statistical credit risk quantification models.
In 2015, Sberbank became the first bank in the Russian Federation to apply to the Bank of Russia for the use of internal rating-based approaches to assess credit risk for the purpose of calculating capital adequacy ratios.
In 2016, the Bank will continue to develop internal risk assessment models, it is planned to use elements of artificial intelligence - self-learning of scoring models and automatic adaptation to new situations in real time.
Assessment of individual risks of counterparties in transactions is carried out:
for corporate clients, banks, small businesses, countries, constituent entities of the Russian Federation, municipalities, insurance and leasing companies: based on a credit rating system, as well as by building predictive models cash flows or other important indicators;
Management of risks
for individuals and micro-business entities: based on a scoring assessment of the counterparty's solvency in accordance with the Bank's rules and express assessment.
Limitation of risk and control of expected losses due to counterparty default is carried out using a system of limits that restricts transactions with credit risk. The amount of the limit is determined by the risk level of the counterparty, which depends on its financial position and other indicators: external influence, quality of management, assessment of business reputation. Separately allocated country limits.
To improve the quality of the loan portfolio in 2015, sectoral strategies were developed and approved.
Based on the principle of balance and caution, in order to cover losses expected from the realization of credit risk on assets exposed to credit risk, the Bank and the Group form provisions for possible losses on loans and other possible losses. Provisions are formed in accordance with the requirements of the Bank of Russia, banking regulators, international financial reporting standards and internal regulations of the Bank and the Group as a whole, which provide for a regular valuation of credit risk (expected in the event of a credit risk of losses) taking into account the internal credit ratings of counterparties.
In order to ensure proper adequacy of the procedures for assessing the level of credit risks and determining the amount of provisions for possible losses on loans, as well as reducing material and labor costs, when classifying loans granted by the Bank and the Group as a whole, portfolios of homogeneous loans are distinguished, for which the provision is formed without making a professional judgment on the level of credit risk for each loan separately.
The Group controls the concentration of major credit risks, compliance with prudential requirements, forecasts the level of credit risks. To do this, a list of groups of related borrowers is maintained at the level of a Group member, limits are set for borrowers, and the portfolio is analyzed by segments and products.
The main instrument for reducing credit risk is collateral.
The need to accept collateral and the amount of collateral accepted depends on the risk of the borrower/transaction and is fixed in the conditions of loan products.
To hedge credit risks, a collateral policy has been developed and applied, which determines basic principles and elements of organizing work with collateral in lending. The collateral policy is aimed at improving the quality of the loan portfolio in terms of collateral. The quality of collateral is determined by the probability of receiving funds in the amount of the estimated collateral value when foreclosing the subject of collateral or its sale. The quality of collateral is indirectly characterized by the list and materiality of the risks associated with collateral and is determined by a number of factors: liquidity, reliability of valuation, depreciation risk, exposure to risks of loss and damage, risks due to legal reasons, and others.
The value of the collateral is assessed on the basis of the internal peer review Bank specialists, estimates independent appraisers or on the basis of the value of the collateral in financial statements borrower at a discount.
The use of the guarantee of solvent legal entities as property security requires the same risk assessment of the guarantor as the borrower. The Bank conducts regular monitoring of collateral assets in order to ensure control over the quantitative, qualitative and cost parameters of collateral, their legal affiliation, storage and maintenance conditions. The frequency of monitoring is determined by: the requirements of Bank of Russia regulations, the conditions for providing a loan product, and the type of collateral.
The existing systems of limits and powers allow us to optimize the credit process and properly manage credit risk. Each territorial subdivision and member bank of the Group is assigned a risk profile that determines the decision-making authority depending on the risk category of the application. In turn, the risk category of the application depends on the risk of the borrower, the total limit for the borrower / group of related borrowers, as well as the risk of the transaction.
In 2016, it is planned to optimize the decision-making process for corporate clients and CIB clients, including building systems that allow for certain categories of clients to make decisions in 1 day in real time.
In terms of work with bad debts, in 2015 behavioral scoring was introduced in the process of remote collection of overdue debts on loans to individuals. In 2016, it is planned to introduce a unified centralized retail collection system that provides for the entire range of problem debt settlement tools – remote, contact, and outsourcing.
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Restructured loans As of January 1, 2016, the volume of restructured loans to legal entities is RUB 2,907.5 billion, their share in assets is 12.8% (January 1, 2015:
RUB 2,212.0 billion and 10.2% respectively). Restructuring - making changes to the original material terms of the loan agreement concluded with the debtor in a more favorable direction for him, not provided for by the initial material terms of the loan agreement.
As of January 1, 2016, the volume of restructured retail loans in the loan portfolio amounted to RUB 149.2 billion, their share in assets was 0.7% (January 1, 2015: RUB 72.5 billion and 0.3%, respectively). Typical restructuring options involve an increase in the period of use of the loan, a change in the repayment procedure. Risk management of debt on the loan, refusal to collect penalties in whole or in part, change in the currency of the loan.
Concentration level of large credit risks The Bank pays close attention to controlling the level of concentration of large credit risks. In accordance with internal regulations, the Bank has implemented a procedure for daily monitoring of major credit risks and forecasting compliance with the requirements established by the Bank of Russia under the H6 (maximum risk per borrower or group of related borrowers) and H7 (maximum major credit risks) standards26. To this end, maintenance and monitoring of the List of Large and Related Borrowers of the Bank is carried out.
The share of loans from the 20 largest borrowers (groups of borrowers)27 in 2015 changed from 24.5% to 27.8% of the customer loan portfolio. Among the Bank's largest borrowers are representatives of various sectors of the economy, thus credit risk sufficiently diversified.
Detailed information on the structure of the Bank's loan debt and its quality is given in the explanatory information included in the annual accounting (financial) statements of Sberbank for 2015, compiled in accordance with the requirements of the Bank of Russia and posted on the Sberbank website www.sberbank.com .
Liquidity risk The purpose of liquidity risk management is to ensure the Bank's ability to unconditionally and timely fulfill all its obligations to customers and counterparties while complying with the regulatory requirements of the Bank of Russia in the field of liquidity risk management both in normal business conditions and in crisis situations. The key document on the basis of which liquidity risk is assessed, controlled, and managed is Sberbank's Liquidity Risk Management Policy. When managing liquidity risk, the Bank allocates risks of regulatory, physical and structural liquidity.
Regulatory liquidity risk - violation of regulatory restrictions on the values of mandatory liquidity ratios established by the Bank of Russia (N2, N3, N4 and NCL). In order to manage regulatory liquidity risk, the Bank monitors and forecasts mandatory liquidity ratios for various time horizons on a weekly basis. In addition, Sberbank has established a system of limits on the values of mandatory ratios and liquidity ratios, which guarantees compliance with the Bank of Russia's restrictions both on reporting and intra-month dates, taking into account possible fluctuations in individual balance sheet items.
Instruction of the Bank of Russia “On Mandatory Banking Ratios” (as amended on 10/25/2013) dated 03/12/2012 No. 139-I ; both numerator and denominator include term, arrears and assignment agreements; the debt of 20 companies includes the debt of subsidiaries of Sberbank, and the debt of banks is not taken into account.
Risk management Physical liquidity risk is the inability of the Bank to fulfill its obligations to a counterparty in any currency due to a physical lack of funds:
the impossibility of making a payment, issuing a loan, etc. Instruments for managing the risk of physical liquidity in the short term are a model for predicting the dynamics of the main balance sheet items in the context of major currencies, control of available liquidity reserves. To cover a possible liquidity deficit that exceeds the available reserve of funds, the Bank has access to additional liquidity raising instruments, which include direct repo transactions with the Bank of Russia, the Federal Treasury and market counterparties secured by securities, deposits of the Federal Treasury, currency swap transactions and a swap with precious metals, as well as borrowings from the Bank of Russia secured by non-marketable assets and guarantees from credit institutions.
Structural liquidity risk (concentration risk) is the possibility of a significant deterioration in physical or regulatory liquidity due to imbalances in the structure of assets and liabilities, including high dependence of the bank's liability base on one / several customers or funding sources in a certain currency or for a certain period.
The approach to liquidity management throughout 2015 was largely determined by the current macroeconomic situation and the state of the Russian financial sector (sanctions against Russia by the EU and the US, the volatility of the ruble exchange rate, and other factors). Nevertheless, thanks to a flexible interest rate policy and effective management of the active and passive base, in 2015 the Bank managed to reduce the amount of borrowing from the Bank of Russia and the federal budget by RUB 3.0 trillion. up to 0.8 trillion rubles mainly due to the attraction of funds from customers, as well as the result of a reduction in the volume of cash in the framework of optimizing the management of cash balances. As of January 1, 2016, the Bank maintains the volume of reserves both in rubles and in foreign currencies at a level sufficient to respond in the event of a deterioration in the liquidity situation.
In 2015, the Bank of Russia announced the establishment of the Basel III short-term liquidity ratio (NKL, N26) as a prudential standard from January 1, 2016. The minimum allowable value of the standard for 2016 is 70%, followed by an annual increase of 10 percentage points until reaching 100% from January 1, 2019. The calculation of the standard for Sberbank will be carried out at the level of the Sberbank Group. Sberbank's business plan provides for unconditional compliance with the liquidity ratio throughout 2016.
As of January 1, 2016, Sberbank is fully complying with the limits set by the Bank of Russia for mandatory liquidity ratios.
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Risk management Analysis of the Bank's assets and liabilities by maturity Securities valued at fair value through profit or loss, as well as the most liquid share of securities available for sale, are considered liquid assets, because they can be easily converted into cash within a short period of time. Such assets in the table below are placed in the category "Demand and less than 1 month". Assets with maturities overdue are categorized as "not determined" at the amount of the actual overdue payment.
to east and from 1 to 6 months from 1 year over not established rub. less than 1 month 6 months up to 1 year up to 3 years 3 years updated total
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In 2015, there was a reduction in the liquidity gap for terms of up to 6 months, caused by a reduction in the volume of raising funds from the Bank of Russia under direct repo transactions and within the framework of Bank of Russia Regulation No. 312-P. The urgency of such operations generally does not exceed 6 months. This reduction was offset by attracting client funds for various periods and selling cash. It is also worth noting the increase in the liquidity gap over a horizon of more than 3 years, mainly due to a reduction in the residual maturity of loans.
Country risk Transfer risk is the risk of loss due to the inability of counterparties of a certain country (other than sovereign counterparties) to meet their obligations in a currency other than the country of the counterparty, for reasons other than standard risks (for reasons depending on the government of the country, and not on the counterparty ).
The risk of national economies is the risk of losses due to the inability or unwillingness of the sovereign counterparties of a certain country and the inability of other counterparties of this country to meet their obligations in the national currency for reasons other than standard risks (for reasons depending on the government of the country, and not on the counterparty).
To limit and manage the risks assumed by the Group in relation to individual countries, the bank has developed a system of country risk limits. These limits limit the aggregate concentration on transactions with counterparties of a particular country, including sovereign borrowers/issuers and government authorities.
Transfer risk is assessed and capitalized as part of the Bank's procedures for assessing internal capital adequacy, thereby ensuring that the Bank has sufficient financial resources available to cover possible losses in the event of this risk materializing.
Management of risks
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To the countries of the "group developed countries» include: Australia, Republic of Austria, Grand Duchy of Luxembourg, Hellenic Republic, Ireland, Republic of Italy, Canada, Kingdom of Belgium, Kingdom of Denmark, Kingdom of Spain, Kingdom of the Netherlands, Kingdom of Norway, Kingdom of Sweden, New Zealand, Portuguese Republic, United Kingdom of Great Britain and Northern Ireland, United States of America, Federal Republic of Germany, Republic of Finland, French Republic, Swiss Confederation, Japan Risk Management
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Market risks of operations in financial markets
Interest rate risk on a portfolio of debt securities in the trading book is the risk arising from unfavorable changes in market rates.
Trading book equity risk is the risk arising from unfavorable changes in the price of equity securities.
Management of risks
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The increase in the amount of market risk as of January 1, 2016 compared to January 1, 2015 is caused by an increase in volatility due to a shift in the historical window used to build possible scenarios for changing the prices of instruments in the portfolio. According to the methodology for assessing the magnitude of market risk, when constructing such scenarios, a historical window is used corresponding to the two-year period preceding the calculation date. In addition, the increase in market risk is also explained by the expansion of the range of financial instruments covered under the VaR calculation.
The absence of equity risk is due to the liquidation of positions in shares in the trading portfolio on the balance sheet of Sberbank in accordance with decision on approval of the equity portfolio management strategy.
Calculated on the total position of the Bank in financial instruments, including the position of the Banking book, as well as on the total open currency position of the Bank.
Risk management Interest rate and currency risks in the banking book Interest and currency risks in the banking book are the risks of the bank incurring financial losses on positions in the banking book due to unfavorable changes in interest rates, foreign exchange rates and prices of precious metals.
The main objectives of managing these types of risk are:
minimization of potential losses due to the realization of interest rate and currency risks;
compliance with the requirements of regulators;
optimization of the ratio of risk and profitability.
Interest rate risk of the banking book Definition and sources of risk. The Bank takes on interest rate risk related to the impact of fluctuations in market interest rates on cash flows.
The interest rate risk in the banking book includes:
interest rate risk arising from a mismatch in maturity (revision of interest rates) of assets and liabilities that are sensitive to changes in interest rates, with a parallel shift, change in the slope and shape of the yield curve;
basis risk arising from a mismatch in the degree of change in interest rates on assets and liabilities that are sensitive to changes in interest rates, with a similar maturity (term of interest rate revision);
risk early repayment(revision of interest rates) assets and liabilities that are sensitive to changes in interest rates.
Interest risk management in 2015. In 2015, the Group reduced interest rate risk in rubles as a result of the implementation of a package of anti-crisis measures taken by the Bank's management. As part of the interest rate risk management of the Bank, since 2016, a target position for interest rate risk in rubles has been set, to achieve which monitoring indicators have been set for the volume and structure of maturity of products, the performance of which is regularly discussed by the Asset and Liability Management Committee.
Interest risk assessment. To assess interest rate risk, a standardized shock is used in accordance with the recommendations of the Basel Committee.
Forecasting possible changes in interest rates is carried out separately for the ruble position and aggregated for the currency position. The interest rate shock is calculated as 1% and 99% quantiles of the distribution of the change in the average annual interest rate, obtained using the method of historical simulations based on data for at least the last 5 years. The indicative rate on ruble interest rate swaps for a period of 2 years (RUB IRS 2Y), as well as LIBOR 3M for the currency position, is used as the base rate for assessing the interest rate shock in rubles.
The following shows the impact of rising and falling interest rates on the Group’s profit before tax over a 1-year horizon as at 1 January 2016 compared to 1 January 201530:
Data on the interest rate risk of the Banking Book in rubles for PJSC Sberbank, which makes up the majority of the interest rate risk of the Banking Book of the Group in rubles, are provided. Data in foreign currencies are given for the Group as of the latest available date (August 1, 2015).
Management of risks
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The change in the interest rate risk of the banking book in Russian rubles as of January 1, 2016 compared to January 1, 2015 is mainly due to:
a decrease in the volume of short-term borrowings from the Bank of Russia;
growth in the volume of the portfolio of funds of individuals;
a decrease in the volatility of interest rates in Russian rubles.
The change in the interest rate risk of the banking book in Turkish lira as of January 1, 2016 compared to January 1, 2015 is mainly due to an increase in interest rates in Turkish lira, as well as an increase in the balance sheet of Denizbank Group.
The change in the interest rate risk of the banking book in other foreign currencies as of January 1, 2016 compared to January 1, 2015 is mainly due to:
increased volatility in US dollar interest rates;
termination of attraction of state financing by Sberbank in US dollars;
reduction in the maturity of corporate loans portfolio.
Foreign exchange risk in the banking book The Bank is exposed to foreign exchange risk due to the presence of open foreign exchange positions (OCP). The main sources of ORP in the banking book are: lending and borrowing operations in foreign currencies and income received in foreign currencies.
Currency risk is realized due to unfavorable changes in exchange rates.
The Bank consolidates the bank's total open currency positions on a daily basis and manages the open foreign exchange position of the banking book in order to reduce the foreign exchange risk. As the main instruments for managing currency risks, the Bank uses exchange operations SPOT settlements, forward contracts, as well as US dollar futures contracts traded on the MICEX.
In 2014-2015, the Bank closed currency positions in the banking book, as a result of which the Bank did not suffer any losses due to the significant depreciation of the Russian ruble against foreign currencies in banking book positions.
Management of risks
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Operational risk Operational risk is the risk of the Bank incurring losses as a result of errors in the organization of processes, errors of employees or abuse of third parties, failures in the functioning of information systems, as well as due to external events.
As part of operational risk management, the Bank introduced processes for collecting internal data on operational risk incidents, self-assessment and scenario analysis. To monitor the level of risk, a reporting system is used for management and collegiate bodies involved in risk management processes. Risk reporting is generated on a daily, monthly and quarterly basis.
Data on risk assessments and incurred losses make it possible to identify areas of risk concentration for further development of a set of measures that help reduce the level of the Bank's operational risk. The ongoing risk mitigation measures are systemic in nature and are aimed at improving existing processes and technologies for performing transactions (the risk of employee errors in transactions has been reduced, a number of risks associated with the issuance of credit cards, overdraft cards, and incorrect setting of exchange rates in the Bank's systems have been completely eliminated) . The status of the implementation of measures and the level of residual risk are regularly monitored, both from structural divisions, and from the operational risk divisions, as well as the management and collegiate management bodies of the Bank and Group members. The Bank's awareness of risks is increasing: the level of concealment of information about implemented incidents has almost halved.
The amount of damage from major operational risk incidents is regularly allocated to the Bank's divisions. Damage data is taken into account as part of the key performance indicators of members of the Management Board, curators of functional units central office and chairmen of territorial banks. In addition, the Bank maintains a rating of internal structural divisions by the level of operational risks in order to minimize them.
More detailed information about risk management procedures, as well as other key types of risk, such as the risk of loss due to changes in the value of property, legal risk, compliance risk, regulatory risk, tax risk, strategic risk and model risk are given in the explanatory information included in the annual accounting (financial) statements of PJSC Sberbank for 2015, compiled in accordance with the requirements of the Bank of Russia and posted on the Sberbank website www.sberbank.com.
The table shows, in aggregate, for the banking and trading book 3, the largest ORP values calculated in accordance with the instructions of the Bank of Russia 124-I.
Staff
8. Personnel General information about personnel In 2015, the actual headcount of Sberbank decreased by 4,492 employees to 271,231 employees. The reduction occurred mainly due to the reduction of blocks Operational, Retail and Corporate business. A significant part of employees (46%) work directly with clients.
Employee Engagement Sberbank pays great attention to employee engagement. To do this, a large-scale employee survey is conducted every year. The feedback received based on the results is used to determine priorities in working with personnel.
In 2015, for the first time, the engagement survey was conducted entirely online, which increased the number of participants to 194,000 people and expanded the geography of the survey to 346 cities. The engagement index showed significant growth for the second year in a row – by 6.7 p.p.
to the level of 75.6 p.p. The factors that have the greatest impact on the involvement of Sberbank employees are: the quality of change management in the Bank, including the quality of communications; top management - the level of its competence, openness in communication with employees, creation of conditions for effective interaction;
Opportunity for effective performance of work – speed of decision-making, simplicity of the approval process, the ability to influence decisions, professionalism and compliance with the values of employees.
Based on the results of the survey, a set of practical recommendations for the development of the Bank's corporate culture was formed. In 2016, the quality of communications in the process of change management will be improved, assessments by values will be used in all elements of the HR cycle when making personnel decisions. Work will be carried out to develop a mentoring style of leadership in daily work among managers, to improve the discipline of timely reporting of problems and mistakes.
Recruitment and adaptation In 2015, as part of the recruitment procedures in 2015, Sberbank hired 54,554 new specialists and managers. According to the new standards of Sberbank, newly hired employees are provided with a quick and high-quality entry into the position, assistance is provided in the new environment.
In 2015, more than 13,700 students completed internships and internships at Sberbank and the Bank's subsidiaries. The program for the recruitment and development of university graduates is implemented in the CIB block.
As part of cooperation with educational institutions, more than 2,000 lectures were given by the Bank's employees, more than 100 different case competitions were held.
HR-cycle The Bank has a single annual cycle for setting goals, assessing performance and potential, career planning, development and promotion of employees - the HR-cycle.
At the beginning of the year, on the basis of the strategic goals of the Bank, the goals of the top management for the quarters and the year are formed. The targets then cascade down through the levels of government and across the territory.
Personnel Evaluation of performance in relation to employees is carried out every quarter, in December the results of the work for the year are summed up. Feedback is provided based on the results of the evaluation. In 2015, in addition to performance assessment, an assessment of compliance with the Bank's values was also introduced. In 2015, 100% of employees underwent performance evaluation.
With regard to the Bank's managers, an assessment tool is used - personnel commissions, at which the potential and success of the leader are collectively considered.
Based on the results, an action plan is developed for each employee, a list of employees recommended for participation in the personnel reserve for key positions of the Bank is determined, and a list of successors is agreed upon. In 2015, 20,000 personnel commissions passed.
managers - 63% of their total number. In 2016, 100% of managers will be covered.
Based on the results of the assessment, employees form individual plan development or improvement plan if the employee is found to be ineffective. In 2015, coverage with such plans increased 15 times compared to 2014.
The Bank has a personnel reserve for key positions. For other positions, a succession policy is implemented. The talent pool consists of high-performance managers with high potential who are ready to take key positions in the Sberbank system over the next two years.
Based on the results of work for the year, the employee receives feedback from the manager, colleagues, subordinates, internal clients in a 360-degree format.
In 2015, a mentoring system was fully implemented throughout Sberbank, which allows an employee to develop based on the experience of others. During the year, 12,000 managers were trained in mentoring tools, and most of them successfully apply mentoring tools in practice.
The Corporate University of Sberbank, which was recognized as the best in the rating of Corporate Education Leaders according to the RBC magazine, has started operating at full capacity.
During the year, more than 25 thousand managers studied at the university. More than 200 leaders have taught in CG programs within the Leaders Teach Leaders system.
In 2015, a new model of general banking professional competencies was developed. Programs have been created, according to which employees will be trained in 2016.
In 2015, 550 64732 specialists were trained. 254 centralized training programs for specialists have been developed. At the end of the year, the level of satisfaction with the training programs was 9.4 points out of 10.
Corporate benefits and privileges The Bank provides all employees who have passed the probationary period with voluntary medical insurance and insurance against accidents and serious illnesses.
| FEDERAL AGENCY FOR EDUCATION VLADIVOSTOK STATE UNIVERSITY OF ECONOMICS AND SERVICE Pavlikov S.N. |