Our mission defines the meaning and content of Sberbank's activities, emphasizing its most important role in the Russian economy. Our clients, their needs, dreams and goals are the basis of all activities of the bank as an organization. The bank's mission also sets an ambitious goal for our aspirations - to become one of the best financial companies in the world - and emphasizes how important its employees are to Sberbank, and how the realization of its goals is impossible without the realization of their personal and professional goals. High goals are achieved by a team of like-minded people united by a common value system.
Our values:
Our values are the basis of our attitude to life and work, an internal compass that helps us make decisions in difficult situations, principles to which we remain faithful always and everywhere.
Guidelines that help us make the right decisions in any situation:
Bank rules:
- To be more than just a bank.
- Show attention to each client, prioritizing their needs.
- Build relationships, not sell a product.
- Improve yourself and your environment every day.
- Don't exploit our clients' weaknesses.
- Comply not only with the letter, but also with the spirit of the law.
- Each employee is the face of Sberbank.
- Devotion to the bank, teamwork, common success - everyone's success.
What is Sberbank?
For clients
- A bank that values every client
- A partner bank that is ready to help every client every day in everything related to finance
- A bank you can trust: it is financially stable, it will not deceive you, it has fair conditions, it will provide quick and convenient service, it will help you choose and make the optimal financial decision based on the interests of the client
- A bank that is constantly working and improving to please its customers and improve its work
- The best bank on the market
For staff
- A bank that values its employees and cares about them
- A bank that allows employees to develop personally and professionally, where the best professionals strive to work
- A bank where employees feel like active participants in all processes, and not “cogs in a big machine”
- A bank that provides its employees with decent material income and position in society
- A bank that is fun to work for
- A bank in which you can be proud to work, which is respected, and whose employees are confident in their future
For shareholders and investors
- A bank that is the country's leader in return on capital and return to shareholders
- A bank committed to high standards of corporate governance, building its work on the principles of openness, transparency and predictability
- A bank that consistently pursues a balanced, reasonable and professional approach to risks
- A bank that actively implements high standards of social responsibility
For society
- The leading bank, the backbone of the country's financial system, the basis of its growth and prosperity
- Active participant in the economic and social development of each region and city
- A Russian bank actively participating in the development of the global financial system
- A responsible bank that is aware of the consequences of its decisions and actively invests in the growth of financial literacy and culture
- A bank that employs people with an active lifestyle
Sberbank mission
Every organization and every team member needs a goal that would determine the meaning and content of their activities. New horizons for the Bank’s development, new qualitative tasks place special demands on the team of employees, their awareness and sharing of philosophy and values, understanding of the meaning and most important fundamental principles and content of the Bank’s activities, which are expressed in its mission. The main thing in the life of every person is the desire and desire to be happy. Our team consists of people for whom the path to happiness lies through self-improvement. The main obstacles are complacency, unwillingness to see ways to self-improvement, laziness, and passivity.
When we develop and reach new heights, we feel like winners and experience a well-deserved sense of pride in our team and colleagues.
When we change ourselves, the world around us changes and becomes better. It is this inner feeling that gives us a feeling of freedom, self-confidence, and confidence in the future. Changing an organization is possible only through change and personal growth of its team members. The path to changing a team lies through the personal growth of its leaders.
Mission of the Sergievo Posad Branch of Sberbank of Russia OJSC:
We satisfy the needs for the quality of provision of banking services to both private and corporate clients;
We give people confidence and reliability, we make their lives better by helping them realize their aspirations and dreams;
We are a Bank that values every client:
A partner bank that is ready to help every client every day in everything related to finance
A bank you can trust: it is financially stable, it will not deceive you, it has fair conditions, it will provide quick and convenient service, it will help you choose and make the optimal financial decision based on the interests of the client
A bank that is constantly working and improving to please its customers and improve its work
Strategic vision of Sberbank until 2014.
1. Financial results: increasing profit by more than three times by 2014 while reducing the ratio of operating costs to net operating income by five percentage points, which will maintain return on equity at a level of at least 20%.
2. Position on the Russian market: strengthening competitive positions in the main banking markets (raising funds from individuals, lending to the population, raising funds and lending to legal entities).
3. Qualitative indicators of development (“health” of the bank): the best skills in Russia in the field of customer service, leadership in service quality, a modern risk management system, management and operational processes and systems comparable with the best world analogues, an IT platform adequate to the requirements and scale of the business, a corporate culture shared by all bank employees, aimed at self-improvement and increased productivity, highly professional, interested staff, a recognizable “positive” brand, a high degree of customer loyalty. Our goal is to become one of the best financial companies.
2 2 North-West Bank OJSC “Sberbank of Russia” Murmansk region Republic of Karelia Novgorod region Pskov region Kaliningrad region Leningrad region St. Petersburg 7 REGIONS OF SERVICE OFFICES more than 8,000 self-service devices of acquiring points 18 mortgage lending centers
3 3 Mortgage market in St. Petersburg (data from the Central Bank) Banks of St. Petersburg, issuance of housing complexes per year, billion rubles. Sberbank in St. Petersburg, issuing residential complexes in 2014, billion rubles. TOTAL GROWTH by 1.6 times TOTAL GROWTH by 2.5 times
5 5 Everything for the client Before the introduction of the new work model After the introduction of the new work model (c) 28 offices 100 managers for the sale of mortgages in St. Petersburg 254 offices 625 managers for the sale of Sberbank products in St. Petersburg
6 Innovative Mortgage Lending Centers 3 CEC - with innovative equipment Nevsky pr. 59 Nevsky pr. 38 Veteranov, 114 Interactive tables and touch panels built into employee desks Gallery of objects Go to the developer’s website Loan calculator Sending calculation results to
7 7 Everything – for the client HAS BEEN Availability of alternative ways to apply for a mortgage Acceptance of an application at the bank’s office Acceptance of an application at the bank’s office. Reception of the application by the DSA (direct sales specialist) at the office of the Enterprise - participant in the salary project. Acceptance of application at the office of the Real Estate Agency and Developer Minimum package of documents when submitting an application Certificate 2-NDFL Copy of work record book, etc. Product “Mortgage under 2 documents” from the year. Possibility to use a bank certificate instead of a 2-NDFL certificate. Participants in the bank's salary project only need a passport and a salary bank card to submit an application Availability of an alternative property for purchase on the primary market 150 new buildings accredited by Sberbank (Primary market - 40% of sales, Secondary market 60% of sales) More than 350 new buildings accredited by Sberbank (Primary market - 60 % of sales, Secondary market - 40% of sales) Availability of mortgages for various categories of clients Standard mortgage products Down payment on a loan from 10%. Possibility to use maternity capital as a down payment. Using subsidies from federal targeted programs to repay loans. Military mortgage (secondary market; Sberbank enters the primary market in 2015). Possibility of obtaining a mortgage loan to purchase a room. Mortgage for teachers. Mortgage for young families. Possibility of a preferential % rate for the client Standard % rates Reduced % rates for participants in salary projects. Discount from the base % rate when increasing the loan amount (at Sberbank for a mortgage amount of more than 2.1 million - 0.5% discount) Discount from the base % rate when signing a loan agreement within 30 calendar days from the date of loan approval (at Sberbank discount - 0.5%) Reduced interest rates (0.5 – 1% of basic conditions) for the bank’s key partners – Developers
OUR VALUES AND THEIR ELEMENTS 2 I accept responsibility for myself and for what happens around us. I improve myself, the bank and our environment by doing the best I can. I am honest with myself, colleagues and clients. We readily help each other, working towards a common result. We are open, we respect colleagues and trust each other. We help our colleagues grow and develop. All our activities are built around and for the interests of our clients. We want to surprise and delight customers with the quality of our services and our attitude. We exceed our clients' expectations. I am a leader We are a team Everything is for the client
3 BOOK ABOUT VALUES. HOW WE SEE IT What it is: This is a code that contains specific rules of conduct at Sberbank. It is aimed at the widest audience – all Bank employees. The purpose of the book: to operationalize our new values, that is, to show in what specific behavior they should be manifested. Source material for the book: results of surveys and crowdsourcing of our employees; survey of senior managers. We reveal each element of each of the three values (9 in total) through three stages of manifestation: what we DO NOT DO; as we do every day, every day; how you can manifest your value as much as possible.
I AM A LEADER 1. I accept responsibility for myself and for what happens around me; I do not shift my responsibility to my subordinates and colleagues; I don’t hide behind the fact that the issue is not in my competence; I’m not afraid to talk about problems and opportunities for improvement that I see; I do not remain indifferent and indifferent. I admit and correct my mistakes and help others correct their mistakes; I remember that order in the Bank begins with me and the little things, and therefore I maintain cleanliness in the workplace, look neat, and manage my time effectively; I fulfill my promises and obligations on time and efficiently; I use the Bank's resources and funds responsibly. to be a professional in your field and a leader whom others want to follow, but do not have to follow; be a responsible leader not only at work, but in all areas of your life; to do more than is formally required of me for the success of the common cause; welcome and support a healthy lifestyle. I NEVER: I ALWAYS: I STRIVE FOR: 4
I am a LEADER 2. I am improving myself, the bank and our environment, doing the best I can 5 I’m not saying that it will do, we’re doing well and that’s how we’ve always done it; I do not criticize my colleagues’ ideas without offering solutions; I don’t stop there. I try every day to make my work and the work of the Bank at least a little better; I look for and use opportunities to gain new knowledge and experience; I put my soul into my business; I’ll tell my colleagues if I see how they can do something better in their work. identify systemic causes of errors and find solutions; grow, develop as a person and as a professional; introduce colleagues to new ideas and share new knowledge. I NEVER: I ALWAYS: I STRIVE FOR:
I am a LEADER 3. I am honest with myself, colleagues and clients 6 I do not mislead colleagues and clients, do not act to the detriment of their interests; I don’t discuss colleagues behind their backs; I do not adapt to the opinion of my superiors if I have my own informed judgment on this issue; I do not forget that I represent the Bank and my behavior may affect its reputation. I speak honestly and openly with colleagues about our problems and share successes with the team; I show real achievements without embellishing them; I maintain good working relationships with both colleagues and management; I warn my colleagues if I cannot fulfill my obligations. create open, trusting and friendly relationships with clients and colleagues; learn from your failures; to be a worthy representative of the Bank in the eyes of clients. I NEVER: I ALWAYS: I STRIVE FOR:
WE ARE A TEAM 1. We readily help each other, working towards a common result 7 We do not remain indifferent to the difficulties of our colleagues; We do not allow conflicts in the team: we may disagree, defend our point of view, criticize, but we do this with respect for each other; We do not put the interests of our unit above the interests of the team. aware of each other’s tasks and ready to support colleagues; we rejoice in common successes; We are ready to share our knowledge and skills with colleagues. be an example for others; create team spirit and a comfortable atmosphere in the team; help colleagues (including those from other departments). I NEVER: I ALWAYS: I STRIVE FOR:
WE ARE A TEAM 2. We are open, respect colleagues and trust each other 8 We do not behave rudely and do not insult colleagues and subordinates; We do not get personal when discussing work issues; We don’t waste our colleagues’ time, we don’t be late for meetings; We do not try to assert ourselves at the expense of our colleagues; We do not interrupt our interlocutors; We do not use mobile devices at meetings and general meetings, we do not get distracted by reading mail or correspondence. we trust our colleagues and behave in such a way as to justify their trust; responsive and ready for constructive discussion and criticism; We openly discuss tasks and problems; we say thank you; respect the opinion of the interlocutor; We respect our colleagues’ time and therefore prepare for meetings and conferences in advance, expressing our thoughts briefly and clearly; We answer calls and letters in a timely and friendly manner. our reputation in the Bank was impeccable; constantly maintain a sense of camaraderie and mutual assistance in the team; the inner freedom and dignity of everyone created an atmosphere of creativity in the team. I NEVER: I ALWAYS: I STRIVE FOR:
WE ARE A TEAM 3. We help our colleagues grow and develop 9 We do not hide information that may be useful to colleagues; We do not hinder the growth and development of colleagues; We do not discriminate against employees based on their nationality, gender, age, marital status and work experience. We encourage the manifestation of initiative in the team; We give our colleagues advice that helps them grow both professionally and personally; ready to accept useful advice from colleagues; We provide constructive feedback to colleagues. inspire colleagues to achieve the best results; create opportunities for learning and professional growth for our team members; maintain an atmosphere of openness in the team. I NEVER: I ALWAYS: I STRIVE FOR:
EVERYTHING IS FOR THE CLIENT 1. All our activities are built around and for the sake of the interests of clients 10 I will not remain indifferent to the client’s problems; I will not be rude to the client; I will not enter into conflict with the client; I will not allow client data to leak; I will not send the client an unfinished proposal or offer a product that is not suitable for him. has a positive and friendly attitude towards the client; When I see a client’s problem, I won’t rest until I solve it; I delve deeply into any client’s requests; absolutely fair with the client, regardless of the circumstances. always find the solutions the client needs; treat clients the way I would like to be treated; become a client’s partner and financial advisor for life. I NEVER: I ALWAYS: I STRIVE FOR:
EVERYTHING IS FOR THE CLIENT 2. We want to surprise and delight clients with the quality of services and our attitude 11 I will not refuse to help a client, even if it is not in my direct competence; I will not stop looking for the most optimal solution for the client. I do everything possible to identify and understand all the client’s needs; ready to offer the client assistance from our entire team; I show sincere goodwill towards the client; I give the client comprehensive and clear answers to all his questions. provide the client with the most comfortable and convenient service; communicate with each client as the most important person for me; Help the client achieve his life goals. I NEVER: I ALWAYS: I STRIVE FOR:
EVERYTHING IS FOR THE CLIENT 3. We exceed the expectations of our clients 12 I will not allow myself to withdraw from solving client problems; I do not approach solving client problems formally; I will not leave the client alone with his problems. if necessary, I do more for the client than is required of me; I make sure that the client’s problems are resolved; I serve the client as if I were in his place; I tell the client about all the products and services that are most convenient for him. develop empathy for our clients, understand their emotions, experiences and feelings; increase client financial literacy and awareness; create a good mood for the client; anticipate the client's wishes and pleasantly surprise him. I NEVER: I ALWAYS: I STRIVE FOR:
