Sustainable development. The supportive and sustainable development approach represents us. We believe that a sustainable business model is vital for our long term financial health, for the economic and social welfare of our clients, and for the communities in which we actively conduct business.
We believe that, in order to do a good job, we must adhere to clearly defined principles, to the management objectives, and to a conduct aimed at defining our identity as a group.
During our work, we always assume full responsibility for our business decisions. We are perfectly aware that supporting and developing long-term business is a competitive advantage which contributes to the development of territories of the market and of social cohesion.
We are a team of nearly 3,000 colleagues, each with a professional perspective and experience to share.
We encourage diversity, especially since our activities are achieved in a multicultural environment and in an atmosphere open to the exchange of ideas.
One of our priorities is the career development of employees through:
- Access to national and international positions within UniCredit Group;
- Customized development and training programs, according to the individual development plans;
- The use of "career maps" through which employees can plan their next steps in the organization;
- Active involvement of direct managers in identifying and developing the potential of each employee,thus increasing their involvement and motivation.
Internally, we want our employees to be able to identify themselves with the company values.
Externally, we want to be considered a company that people can trust.
Therefore, we engage in various activities and projects to encourage conducts that observe our model values and create an atmosphere of transparency, aimed at the professional development of colleagues and a correct evaluation of their performance.
Internal and dialogue forum
We encourage involvement and dialogue between our employees by:
- Developing the ability to listen and provide solutions for various requirements of people involved in diverse social projects and providing opportunities for an open forum of discussions and exchange of views;
- Opening lines of communication and providing opportunities for meetings between executive management and employees so they can share information about the Groups activities.
- People Survey - Your Voice, Our Future - organized by UniCredit Group. Starting in 2003, we conducted regular surveys among employees to listen to our people and to encourage their personal involvement in the bank. The survey is a tool to assess the perception of belonging to the Group and the levels of committment and assumptions, in order to identify the strengths and weaknesses and the choice of priority interventions for the envisaged improvements.
- Pulse Check – Your Opinion Counts - locally organized for UniCredit Bank employees and aimed at obtaining an up-to-date image of bank employees pulse. Our employees’ feedback has helped us, create and implement various initiatives designed to increase employee motivation!
- Internal publication of job vacancies. The internal recruitment website informs our employees on vacancies within the organization through the intranet portal and provides them with the opportunity to apply for the position they are interested inaccording to their professional development plans.
We want to offer our clients clear and direct information to help them make the best decisions for their interests and financial needs.
We constantly communicate with clients through various channels and regularly go through all the documentation sent to them, to ensure that it is simple and easy to follow.
It is essential for us to comply with the law on the prevention of fraud and money laundering and provide retail customers greater transparency.
Complaint handling is of vital importance in terms of regulation and customer service. Complaint management is the formal process that allows us to record and adequately address a complaint or a claim.
Any complaint received is filed with the designated department which will then review the reported situation; complaints are assessed and an answer is provided in the shortest time possible according to the applicable legislation.
We strive to transform the knowledge we gain from customer complaints into tangible values to ensure long-term sustainability of the business. We try to analyze and respond to all well-grounded comments and complaints of our clients and we will continue our efforts to resolve problematic situations.
With an international profile, UniCredit Group needs to rise to the expectations of all the communities in which it carries out its activities. Consequently, we have made significant investments that allow us to keep our local personality while operating internationally.
For example, the retail division of the group made massive investments in cross-border strategies and service systems that can be used in a service-oriented society.
The actions initiated in this respect include:
- TRIM Index.
We use TRIM to monitor customer satisfaction at division making levels.
- Surveys among customers.
The surveys are one of the main ways we analyze client comments and suggestions. We measure customer satisfaction periodically throughout the year according to the division or legal entities involved.
Instruments and initiatives used
We selectively use certain tools and initiatives for increasing customer satisfaction
Our main efforts in this respect are:
- The Mystery Shopping Program;
- Reactions to various feedbacks;
- Developing new programs;
- Improving service quality in order to provide excellent services;
- Customer loyalty.