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  1. Responsible Management Plan 2016-2018

Responsible Management Plan 2016-2018

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Bankia has successfully completed the 2016-2018 Responsible Management Plan approved by the Board of Directors, which specifically develops the pillars of the bank’s responsible management policy.

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Fostering a culture of transparency and integrity is crucial to safeguarding the interests of all stakeholders and continuing to make progress in ensuring good governance in Bankia, which has responsible management at its heart.

Areas of action

01

  • Integrate the CSR function into Bankia’s governance

02

  • Promote responsible management and recognition of good governance in Bankia

03

  • Identify and manage non-financial risks

Results

An independent expert carried out an evaluation of the Board of Directors’ performance to ensure it is fulfilling its duties properly. This assessment has resulted in various suggestions and recommendations, which have been passed on to the directors for subsequent analysis and implementation.

In line with the recommendations of the Good Governance Code, efforts to identify, assess, manage and control non-financial risks have continued.

The reputational risk culture  has been strengthened by increasing the number of teams involved in the project. The goal is to raise awareness of the impact the actions of all employees can have on the bank’s reputation. Training sessions and workshops have also been held to provide information on the repercussions of this type of risk.

Milestones

  • Annual evaluation of the Board of Directors and preparation of an action plan with the suggestions identified

DONE

  • Definition and roll-out of the map of non-financial risks

DONE

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End-to-end relationships tailored to customers’ needs the customer is Bankia’s greatest asset; that is why our objective is to provide a quality service through engagement, simplicity and transparency.

Areas of action

01

Adapt to the needs of customers, offering products and services that respond to their demands

02

Promote responsible marketing based on transparency, simplicity and relevance in the information we provide

Results

Having drawn up the Responsible Marketing Code, which sets out guidelines establishing a new way of forging customer relationships, in recent years we introduced a procedure to guarantee compliance with the code across the branch network, underpinned by specialist workshops and mentoring from area managers.

Products and services have been created and renewed taking account of the opinions and needs detected in the different stakeholder groups through customer panels and active listening.

The style of customer relationship, focused on the positioning of proximity, simplicity and transparency, has allowed the bank to increase its customer experience score in simplicity to 87.2% and in transparency and proximity to 85%.

Milestones

  • Development of a procedure to guarantee compliance with the Responsible Marketing Code when carrying out campaigns

DONE

Stakeholder involvement in the process of designing products and services

DONE

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We are moving forward shoulder-to-shoulder. We are working on a common project, one in which the culture of responsible management is present in every aspect of the business and where Bankia’s success is everyone’s success.

Areas of action

01

Promote values-based management

02

Foster diversity and equality

Results

After drawing up the Bankia Equal Opportunities Plan to share and promote the principles of gender equality among men and women at the bank, programmes are being implemented to identify existing in-house talent in order to facilitate career development under equal opportunities criteria. This is an on-going process based on selecting candidates for management positions according to merit and their capabilities. The number of women in senior management positions has increased and in 2018 the proportion of women reached 25%.

Through the new Management Style Guide, Bankia has introduced a corporate competencies model aimed at instilling in management a leadership approach that is shaped by the bank’s corporate values, code of ethics and conduct and responsible management principles.

Bankia’s internal communications strategy is based on active listening and reinforcement of the corporate culture. employees can use the intranet to participate and add value through their suggestions on business processes and how to deal with customers. The strategy has spurred a rise in employees involvement, with a 91% rate of satisfaction with internal communication. A digital transformation website has also been developed to provide information on technological trends and innovation related with Bankia’s business.

In 2018 a Responsible Management training plan for the workforce was launched.

Milestones

Increase the number of women in management positions

DONE

Reach a rate of satisfaction with internal communication of 83.5%

DONE

Incorporate responsible management in workforce training

DONE

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Listening to people, identifying the real needs in society and helping to meet them is crucial to growing in communities that prosper, creating shared value in each and every one of the bank’s actions.

Areas of action

01

Support employability

02

Contribute to the most pressing needs of our community

03

Generate a portfolio of products/services that contributes to social development and care for the environment

Results

In 2017, Bankia published a Socio-economic impact study, demonstrating the value the bank generates in the community and Spain’s economy as a whole through its business. The report also identifies areas for improvement where work can continue to highlight the impacts of Bankia’s activity from a socio-economic perspective.

In 2018, the social investment topped 20.8 million euros and the social action programmes benefitted more than 600,800 people. Bankia’s strategy for playing a role in and supporting social action includes four key areas of investment: housing/the new poor, employment/training, local development, and disability. Also, a free tool, “Índicex Social”, was launched to assist and drive the digitisation of the third sector. In its first month of operation, more than 80 social entities used this tool to assess their degree of digitisation and information transparency.

One of Bankia’s top objectives is to work tirelessly to enhance and boost business sustainability. In this period, the universe of companies assessed using Socially Responsible Investment criteria was increased and the scope of application of Socially Responsible Investment criteria was expanded to include all employer pension funds.

Milestones

Increase the volume of assets managed as per ESG criteria

DONE

Have a product portfolio and services that contribute to social development and environmental protection

DONE

Increase social investment and promote and build awareness of
dual occupational training in the education system

DONE

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Encourage uptake of our responsible management commitment across the supply chain and team up with suppliers to help them adhere to best practices in ethics, social and environmental matters and forge long-term relationships.

Areas of action

01

Manage environmental, social and governance (ESG) risks in the supply chain

02

Support economic growth through management efficiency and excellence

Results

By reducing the average period of payment to suppliers, Bankia remains committed to contributing value to the business sector. In 2018 the average payment period stood at 8.88, while 97.07% of invoices were settled in less than 30 days. Bankia launched its ‘Valora’ IT tool in January 2018 to handle relations with suppliers and all product and service procurements. The application can be used to manage the entire procurements process remotely and enables those divisions interested in the tendering process to evaluate bids submitted by suppliers.

Another of Bankia’s supplier-relations strategies aimed at ensuring that management systems are fit for purpose is to conduct supplier satisfaction surveys to determine the quality of the relationship between Bankia and its suppliers and the areas where most improvements could be made to ensure commercial relations are performed as satisfactorily as possible.

Milestones

Reduce payment period to suppliers to less than 30 days

DONE

Improve overall supplier satisfaction

DONE

100% of suppliers categorized by risk level and certified

DONE

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We respect the environment and care about the impact of our activity. We work proactively to reduce our environmental footprint and foster responsible attitudes among our employees, suppliers and customers.

Areas of action

01

Offer environmental training and awareness-raising activities to the bank’s employees

02

Environmental management

03

  • Energy efficiency and climate change

Results

In 2017, the Responsible Management Committee approved the Ecoefficiency and Climate Change Plan. The plan entails implementing measures to drive up efficiency and reduce energy and water consumption, the carbon footprint and waste generation. These efforts will be underpinned by fostering an environmentally friendly culture across the bank through training and awareness-raising.

Bankia’s Environmental Management System requires the bank to be dedicated to environmental sustainability and generates value through cost savings, greater efficiency and more business opportunities in markets that are increasingly committed to environmental matters: Bankia now boasts ISO 14001: 2015 for its four main buildings: the headquarters at Pintor Sorolla, 8 (Valencia), Triana, 20 (Las Palmas), Paseo de la Castellana, 189 and Las Rozas in Madrid.

For the fifth straight year, Bankia renewed its commitment to obtain 100% of the electricity consumed at its facilities from renewable sources. Bankia continues to be a member of the RE100 initiative, comprising the world’s most influential businesses committed to 100% green energy.

Milestones

Renewal of ISO14001:2015 environmental certificates for buildings

DONE

100% of electricity procured from renewable energy sources

DONE

Implementation of awareness and environmental training programmes for the bank’s professionals

DONE

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