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Report 2022

About Bank

Strategy 2021-2024: Responsible Bank. Modern banking

„Responsible Bank. Modern banking" is the new strategy of Bank Pekao S.A. for the years 2021-2024.

  • we will remain a universal bank,
  • we will strive to be the bank of first choice for an increasing number of our customers,
  • we will continue to develop remote distribution and customer service model,
  • we will focus on cost and process efficiency,
  • we will grow in most profitable market segments.
  • significant increase in the return on equity (ROE),
  • reduction of the cost-to-income ratio (C / I).

The main strategic goals also include:

  • an increase in the number of active mobile banking customers from 2 million in 2020 to 3.2 million in 2024
  • digitization rate at the target level of ~100% in 2024.

The strategy is based on four pillars: Customer, Growth, Efficiency and Responsibility.

The „Customer” pillar

We will put customers and their needs at the center of all its activities, therefore it intends to intensively develop digital channels as well as fast and convenient service processes. We will strive to enable retail clients to handle almost any matter online. The digitization rate amounting to nearly 100% is one of the key strategic aspirations for 2024. The PeoPay mobile application will be the main contact channel with our customers. We are planning to make even greater use of advanced data analytics and modern sales support tools in order to personalize the offer, improve the quality of service and increase customers’ willingness to recommend its services. A key measure of success that we will strive for is a significant improvement in customer satisfaction rankings.

The „Growth” pillar

In line with the Strategy, we focus on business growth in the most profitable market segments, product groups and areas of untapped potential, which will bring improved profitability, i.e. consumer finance, microbusiness, SME and MID enterprises.

Over the next 2 years, we want to acquire over 400 thousands individual customers every year and increase our market share in cash loans. Moreover, we will seek to rejuvenate the demographic structure of the retail customer base. Our goal is to acquire a total of over 600 thousands customers under 26 years of age by 2024.

planned number of customers acquired annually

The growth in the SME segment is to result in an increase in the market share up to 12%. In the microbusiness segment we plan to acquire over 40 thousands customers annually and increase the market share by 3 pp. up to 8 percent. Our goal is also to grow digital sales of investment products – ultimately over 80 percent of sales volume of mutual funds is to be processed in remote channels. We plan also to strengthen business synergies and cooperation with PZU, which will result in an increase in sales of insurance products and a twofold increase in the gross written premium by 2024. In line with our Strategy, we will strengthen our presence on the e-commerce market through development of the payment offer – deferred payments and installment loans available on-line. We will also offer solutions for e-stores and e-commerce platforms enabling sale in installments.

The „Efficiency” pillar

In times of strong pressure on the profitability of the banking sector, the ability to effectively manage costs and process excellence has become even more important, which is why the Bank focuses on technological transformation and improvement of efficiency of operations, accelerates digitization and migration of processes to remote channels and optimizes credit processes. An important element of the Strategy is the expansion of the self-service zone for customers in remote channels. We will strive to increase the level of customer self-service so that by 2024 80% of customers from the SME, MID and Corporate segments will use the self-service zone in digital channels.

Due to the challenges in technological transformation, we invest and develop the following IT areas:

• technology and innovation,
• modern architecture,
• rapid software development,
• infrastructure reliability,
• people and competences.

In line with the Strategy, we strive to optimise key credit processes, which should result in shortening the time to loan decision (up to 8 days for a mortgage loan and up to 1 day for a loan for micro-enterprises and SMEs).

The „Responsibility” pillar

We want to support economic development by actively engaging in governmental, EU economic recovery, and climate transformation programs for our clients. Our commercial and operational activities will be even more based on the factors of sustainable development.

We will strive to maintain a safe risk profile in the changing market environment and to maintain one of the lowest costs of risk among the largest banks. To achieve that, we will improve the infrastructure of risk models and automate credit assessment processes.

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