2018 INTEGRATED
ANNUAL REPORT

FOREWORD

"EMPATHY LIES AT THE HEART OF GARANTI BBVA."

 

Customer experience consists of rational and emotional experiences delivered at each touch point involving communication upon understanding the customers’ feelings, needs and expectations. Garanti BBVA positions its customers as a building block of its strategy and the customer experience as its strategic priority. One of the most important distinctions of Garanti BBVA is its ability to “empathize”. Empathy, in the simplest terms, for an individual or an organization, is defined as putting oneself in the shoes of another, that one is in interaction with.Garanti BBVA, however, takes empathy a step further. For Garanti BBVA, empathy means correctly understanding, its customers’ constantly evolving needs and expectations, offering them timesaving solutions to improve their lives, and while doing so, delivering a swift and smooth experience. It means helping them make the right financial decisions, supporting them to grow their businesses sustainably, and providing the best experience at all digital and physical touch points.

As a result of all these, the Bank desires its customers to feel good for working with Garanti BBVA. It is an indispensable passion for Garanti BBVA to offer an excellent experience to its more than 16 million customers. To this end, the Bank designs and simplifies the experiences at all touch points from its customers’ perspective, in a bid to offer an uninterrupted, seamless and personalized experience throughout all channels. The Bank constantly follows up and applies all new technologies for an enhanced customer experience. The opportunities that the technology offers and all digital transformation initiatives are integral parts of the customer experience. But at the heart of it all, lies “human”. And this makes “employees of Garanti BBVA” one of the constant and key actors in customer experience. More than 18 thousand Garanti BBVA employees are working to drive Garanti BBVA forward in customer experience, employing “transparent, clear and responsible banking” principles.

In a year that was challenging for both our country and the global markets, Garanti BBVA, in its 2018 Integrated Annual Report, focused on one of the most significant reflections of its customer-centric strategy that is the key of its sustainable success: True Stories. Each one of these stories that actually happened all over Turkey, in fact, reveals the secret underlying the longstanding success of Garanti BBVA: standing by its customers through every moment, whether it is a good, bad, happy, sad, tough or pleasant one.

Just as it has done in the past, Garanti BBVA will continue to make its customers feel that they are cared, they are precious, and that Garanti BBVA will continue to be by their side at all times...

 

2018 Integrated Annual Review

Garanti BBVA provides an overview to the basis of its total value creation, its strategy and long-term sustainable value creation capability in the document titled “2018 Integrated Annual Review”.

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(PDF 3MB)
 

2018 Integrated Annual Report

Garanti BBVA provides a thorough account of its annual activities, detailed financial and non-financial performance including value drivers and indicators, and its approach to corporate governance and risk management in the document titled “2018 Integrated Annual Report”.

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(PDF 6.65 MB)
 
 

Letter From The Chairman

While determining our roadmap, we are always striving to correctly interpret and thoroughly analyze the trends that shape the banking business in the world and in Turkey, as well as global and regional macroeconomic events. Apparently, 2019 is set to be a year of continued rebalancing that is ongoing in the global economy. We are fully confident in our country’s potential in regards to the achievement of our goals. We will continue to stand by our customers under any circumstance by means of our proactive balance sheet management and competent human resources, and we will keep contributing to the society and the economy, thereby creating value for all our stakeholders.

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Letter From The CEO

While 2018 and 2019 are relatively tough years, we are looking at the future with confidence by taking strength from fundamentally strong banking sector, our capital generative growth strategy, advanced risk management systems and our organizational agility in capturing opportunities. Being one of Turkey’s leading institutions, we act with the awareness of our responsibilities on the development of our national economy and contribution to the society. We continue to act with this awareness in our operations.

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Board of Directors and
Senior Management

Get detailed information on experience composition, committee memberships and more.

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2018 KEY PERFORMANCE
INDICATORS

CUSTOMER
EXPERIENCE

GROW CUSTOMER
BASE EFFECTIVELY 16 millon customers chose Garanti BBVA

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HUMAN CAPITAL

EMPLOYEE
ENGAGEMENT
SCORE

67

 

Maintained its highest employee engagement level in banking sector

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DIGITAL
TRANSFORMATION

1/5 of all digital transactions in Turkey
go through Garanti BBVA

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RESPONSIBLE AND SUSTAINABLE DEVELOPMENT

AMOUNT OF IMPACT INVESTMENTS TL 35.2 billon (to date)

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FINANCIAL
PERFORMANCE

RETURN ON AVERAGE
EQUITY 15%

CAPITAL ADEQUACY
RATIO 16.5%

 
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CONTENTS