Operations and business support

THE MOST IMPORTANT PROJECTS IN THE AREA OF OPERATIONS AND BUSINESS SUPPORT IMPLEMENTED IN 2019
Operational merger	Participation in 9 migration domains (bills, cards, loans, archiving, trade financing, cash management, customer files, financial markets and administration) that have been successfully completed
Operation Transformation Project	Migration and centralization of functions and operational processes in one Head Office located in Ruda Śląska (while leaving some specialized functions in Warsaw and Krakow), as well as optimization and increase of work efficiency By the end of 2019, the processes of operations on corporate accounts and loans, retail accounts, preparation of credit documentation in the retail area, handling of execution, cash management, handling of mass correspondence and inquiries from external bodies, as well as settlements of partners (insurance part) investment account settlements, warranty service were moved from Warsaw and Krakow. In the area of Registry Offices and Archives, the process was optimized and outsourced to an external company. The next steps are in the process of migration (complaints, retail loans, payments, KYC). Completion of all works is scheduled for the end of the second half of 2020
Branch transformation project	Since the beginning of the transformation 180 branches have been closed (in 2019 – 157 branches), and 156 branches have been transformed into a new format using modern and automated customer service
Optimization projects	27 robots (RPA) were implemented to support employees in 61 processes (SpeedOPS project). A project was also performed to transfer all documents from branches to the outsourcer, and work began on automation and creation of a new model for handling KYC processes, complaints, as well as an accounting tool for cost accounting in the area of own economy

Information technology and cyber security

Annual report 2019

Cooperation with financial institutions and agreements with the central bank