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Stakeholder Engagement

Homepage  >  Environment, Social And Governance  >  Sustainability - Our Strategy & Journey  >  Stakeholder Engagement
 

Stakeholder Engagement

CUSTOMERS
Issue What does Garanti BBVA do about it? Related Section Relevant
Expectation for a secure customer experience against increased and evolving cyber threats and responsible AI use. Garanti BBVA Cybersecurity Center Information Security Committee reporting to the Board of Directors,

Tools for ensuring and deploying data security were developed and infrastructure projects aimed at increasing the reliability of infrastructure were carried on.		 Data and Technology Business Ethics Customers and end users
The need for the provision of services giving the underbanked population, particularly individuals with disabilities and the underprivileged population, greater access to financial services. Partnership with Blindlook, Accessible Banking Services Women Entrepreneur support program and Garanti BBVA Accelerator Program that support the startup ecosystem within the frame of Inclusive Growth,

Working to increase the financial literacy of individuals and their participation in the banking system for inclusive growth		 Customer Experience
The need for supporting customers to build on their financial planning skills to help them be prepared against contingencies and plan their future. My Ecological Status" section on mobile banking launched in keeping with the focus on financial health, Financial Advisory for our SME customers,

Smarter, customizable solutions for customers using AI, machine learning, and big data applications.		 Customer Experience
Data and Technology
Regularly seek customer opinions and improve services based on an approach aligned with business ethics and protecting customers against risks. Net Information Score and Net Promoter Score Measurement,

Conducting root cause analysis of customer complaints and implementing corrective and improvement actions (16 actions in 2024)		 Customer Experience
Develop consumer products that will support customers’ transition to a low-carbon economy. Over 50 sustainable finance products covering all our Retail, SME, Commercial, Corporate segments Sustainability
Reach customers through any channel they need Digital onboarding experience Open Banking, >1000 functions set on Garanti BBVA Mobile banking, Uninterrupted service 7 days a week via Live Support line The first customer satisfaction channel offering service 24/7 on social networks: “Garanti BBVA’ya Sor” (Ask Garanti BBVA),

Türkiye’s first AI-based smart assistant: UGI Campaigns, card information, and cardless payment solutions with BonusFlaş.		 Customer Experience

 

EMPLOYEES
Issue What does Garanti BBVA do about it? Related Section  Relevant
Build on our employees’ knowledge and skills about Personal Data Protection Law through awareness activities Data Sharing Committee reporting to the Board of Directors,

Awareness programs for customer privacy and information security,

Training or briefings concerning external fraud Cybersecurity training per FTE		 Data and Technology Our Employees Business Ethics
Cybersecurity investments attuning remote access infrastructures with current needs and security principles, secure teleworking for employees Centralized Operations,

Business Processes Management (BPM),
Process Mining, Intelligent Document Processing (IDP) and Robotic Process Automation (RPA) technologies		 Data and Technology
Physical and administrative OHS measures in work areas, supporting employee development Hybrid Working Model, “Take Good Care of Yourself” programs focused on employee health and well-being, Work Environment Guide, and Employee Support Line, Enhancement and development of the digital learning platform to promote a continuous learning culture, “We Will Heal by Learning” training program designed to support employees during natural disasters such as earthquakes, Business Continuity process involving simulations for various scenarios, including earthquakes, floods, fires, and severe weather conditions, Preparedness program for a potential Marmara earthquake, initiated in 2022, ISO 22301 Business Continuity Management System Security and Resilience certification Talent & Culture
Raise increased awareness of gender equality among employees Fair and Transparent Work Environment with Equal Opportunities and Diversity “EqualUS” project, launched in early 2022, aimed at raising awareness and fostering change in gender equality, Women’s representation on the Board of Directors reached 25% in 2024, Internal training sessions to enhance awareness of gender equality Talent & Culture 
COMMUNITY (INCLUDING CIVIL SOCIETY ORGANIZATIONS, ASSOCIATIONS AND INTERNATIONAL ORGANIZATIONS)
Issue What does Garanti BBVA do about it? Related Section  Relevant
Expectation for sharing the know-how and indepth experience in ESG Management and Sustainable Finance. Active Participation or Leadership in 45 Working Groups and 26 initiatives.

Garanti BBVA Climate Index, Consulting services related to the “Green Deal.”		 Sustainability Climate Change Circular Economy Environmental Pollution Our Employees
Customers and End Users
Expectation for alignment of portfolios with low carbon pathways Decarbonization Targets for Carbon-Intensive Sectors such as Energy, Automotive, Iron & Steel, and Cement by 2030, Commitment to financing at least TRY 400 billion in sustainable activities between 2018 and 2025. Responsible Banking Principles Impact Report, Climate Change Action Plan, First Turkish bank to commit to coal phase-out in 2021, Responsible Banking and Sustainability Committee, Environmental and Social Impact Assessment Process (ESIAP) Sustainability
The need for the development of community investment programs supporting inclusive growth Investment in Social Programs: TRY 285 Million “Unbanked Women Program” Initiative, 5 Pebbles Social and Financial Leadership Program, WWF-Turkey – “Türkiye’nin Canı Yanmasın” Program, Turkish Marine Environment Protection Association / TURMEPA, Teacher Academy Foundation (ÖRAV). Salt, Collaborations in sports and music, Partnership with KAGİDER, “EqualUS” collaboration, “Key Card” Program Community Investment
Expectation for adherence to Human Rights and having specific reports and targets for diversity and inclusion Fair and Transparent Work Environment with Equal Opportunities and Diversity Women’s representation on the Board of Directors at 25% (2024), Awareness training on Gender Equality Our Employees 
SHAREHOLDERS AND INVESTORS
Issue What does Garanti BBVA do about it? Related Section  Relevant
Expecting information on the following issues: • Macroeconomic projections • Impacts of regulatory framework • Inflation accounting • Expectation for comparable, easily accessible data in Environmental, Social and Governance (ESG) areas • Information about an evolving corporate governance structure against cybersecurity threats Addition of content, development and targets within the scope of sustainability and financial health strategic priorities to financial presentations, Detailed account of ESG issues and publication of ESG Analysts Database file on the Investor Relations website, Regular communication with analysts, investors and fund managers via investor conferences, teleconferences and webinars, Webcasts of Financial Results, Operating Guidance Plan presentations, comparison of actualizations versus targets, Disclosure of risks and opportunities via the Integrated Annual Report, “Data and Infrastructure Information Security” and “Application Solutions Information Security” teams and the Information Security Committee reporting to the Board of Directors 2024 Financial Results Garanti BBVA’s Position in the Sector Sustainability The Environment We Operate In Data and Technology Business Ethics Customers and End Users Climate Change

 

GOVERNMENT AGENCIES AND REGULATORY AUTHORITIES
Issue What does Garanti BBVA do about it? Related Section  Relevant
Evaluation of Climate Changerelated opportunities and risks by and between banks and regulatory authorities Active Participation or Leadership in 45 Working Groups and 26 initiatives, Garanti BBVA Climate Index, Consultancy services related to the “Green Deal.” Sustainability Customer Experience Data and Technology Customers and End Users Climate Change
CBRT Open Banking services Open Banking Applications: Access to account information from other banks via Garanti BBVA platforms and ability to transfer funds from these accounts,
Tracking of POS transactions from other banks’ member merchants on Garanti BBVA Mobile and Internet Banking platforms
National Artificial Intelligence Strategy (NAIS) of the Presidency of the Republic of Türkiye Digital Transformation Office GTech Certification Program: A one-year certification program covering emerging technology trends and the technical and leadership skills required for their implementation,

Integration of new machine learning and deep learning models into 118 projects within Garanti BBVA systems in 2024
 
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