Integrated Report 2021

Operations and business support area


  • The branches and buildings of the Head Office have been adapted to work under pandemic conditions and are also prepared for hybrid work
  • Disinfection (ozonation) of office areas and branches was carried out on an ongoing basis, employees were provided with personal protective equipment
  • The implementation of the new operations model consisting of three pillars: optimisation, partnership and efficiency/simplicity, aimed at improving process efficiency, collaboration and NPS increase (Customer-centricity). The programme implemented, for example:
    • a transparent form of cooperation with branches and a common platform of knowledge exchange, achieving further efficiency gains in the Operations
    • a competence matrix to measure processes, define new KPIs, build Multiskilling (a process enabling quick response to increased volume of customer dispositions), achieving increased volume service
  • As part of branch network optimisation and cost reduction, 32 branches were closed. 77 branches with „Facility without barriers” certificate issued by Integration Foundation (Fundacja Integracja)
  • Optimisation of office space in Warsaw head offices – integration of the locations on Kasprzaka and Suwak Streets and a major part of Grzybowska Street into the Bank’s new head office on Kasprzaka Street 2 in Warsaw
  • 58 processes were automated in the areas of Compliance, Corporate, PF, Procurement, Accounting and Operations (e.g. cash transport optimisation, SWIFT claims handling, insurance processing, automated credit documentation verification – mortgage loan in Retail)
  • Continuation of E2E processes redesign – corporate and mortgage loans, KYC, paperless, resulting in improved indicators of quality and correctness of loan applications
  • As part of the CSR and sustainability strategy implementation:
    • tender for the purchase of electricity from renewable sources for the period 2023-2024 was awarded
    • elimination of more environmentally unfriendly energy sources
    • continuation of replacement of light sources with LEDs and optimisation of utility consumption
    • photovoltaic installations launched at 3 locations (2 more in progress)
  • As part of the electrification of the car fleet, the number of owned hybrid cars  was doubled (~30%). Currently, the fleet consists of 3 electric cars and 372 hybrid cars
  • Purchasing processes within the purchasing system were automated and a new supplier evaluation tool was implemented.

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