Meeting real needs
with concrete
solutions
UniCredit –AAwindow
windowto
toSustainability:
Sustainability:2011
2011
UniCredit Profile
“ Sustainability is the bedrock of our strategic plan ”
For further information
UniCredit – A window to Sustainability: 2011
Our Approach
Engaging
stakeholders
to build a culture
of sustainability
UniCredit – A window to Sustainability: 2011
Our Approach
Multi-stakeholder
materiality matrix
What is significant for stakeholders
and what is the UniCredit
approach
For further information
UniCredit – A window to Sustainability: 2011
?
Our People
Creating a bank
that delivers
concrete solutions
through colleagues
motivated and aware
UniCredit – A window to Sustainability: 2011
Our People
Sixth edition of People Survey, an essential part
of the listening process to our employees’ needs,
has involved
115.000 colleagues.
Our Engagement
Index was
73%
Maintaining its
2010 level.
UniCredit – A window to Sustainability: 2011
Our People
UniCredit invests in training, a key element to reinforce our customer service.
In 2011 we provided 3.5 million of training hours.
Percentage of training hours,
breakdown by type of training, 2011
27 training
hours
per capita
For further information
UniCredit – A window to Sustainability: 2011
Our People
5,452 employees
delivering 96,525 hours of training…
Through my Risk Academy, I trained
… to build a strong culture of risk management
essential for risk-taking institutions like ours
that manage risk intelligently and proactively.
Mr Risk, from UniCredit Risk Academy
UniCredit – A window to Sustainability: 2011
Our Customers
Offering to customers
what they need
UniCredit – A window to Sustainability: 2011
Our Customers
2. Be easy to del with
1. Listen and satisfy
At European level we
interviewed roughly
693,000 customers.
Surveys showed an
overall improvement of
satisfaction level.
Our business model enables us to
be close to the communities where
we operate by:
3. Manage
our relationships
4. Deliver concrete solutions
We support customers in their
efforts in accessing foreign markets.
We are committed to handle our
customers complaints swiftly and
effectively:
•48 hours in Italy and Austria;
•from 5 to 3 days in Bulgaria.
•processes optimization;
•simple and transparent
communication of our products
and services.
Global Internationalization
Project is a task force
dedicated to the optimization
of internationalization
services:
• simplifying product offerings;
• providing training to our relationship managers;
• creating a pool of products specialists;
• improving the post-sale assistance process.
For further information
UniCredit – A window to Sustainability: 2011
Our Customers
Over 6,000
participants
generated roughly
10,000 meetings.
We offer to entrepreneurs
an opportunity
to develop an
understanding
of entry strategy for
foreign markets through
dedicated initiatives.
UniCredit – A window to Sustainability: 2011
Communities
Creating initiatives
to support
our communities
UniCredit – A window to Sustainability: 2011
Communities
In 2011, UniCredit’s contributions to communities in which
we operate amounted to
Euro 65 million.
Percentage of Group’s community
contributions by motivation*, 2011
Percentage of cash contributions
by geography, 2011
* They include cash, time and in-kind contributions, and management vosts
For further information
UniCredit – A window to Sustainability: 2011
Communities
15,000 customers
Financial education with the In-Formati
program: 9,800 attendees
received nearly 41,000 hours’
worth of training
Support to future generations
with dedicated services:
Support the next generation of
entrepreneurs promoting “Il Talento delle
200,000 new cards
Idee”: 436 business proposals
were submitted by young entrepreneurs
Integration of immigrants
through Agenzia Tu:
Genius including the Genius
Card Web for students
UniCredit – A window to Sustainability: 2011
Environment
and Suppliers
Strengthening attention
to environmental impact
UniCredit – A window to Sustainability: 2011
Environment and Suppliers
Direct and indirect greenhouse gas
emissions (ton CO2 eq) at Group level
In UniCredit we pay attention to
the environment and, at Group level,
-15%
several initiatives to minimize direct
impacts have been performed in 2011.
From 2008 greenhouse has emissions have
been reduced by over 70,000
tons.
Implementing new data centers cooling systems ...
data
centers
1,600
9,5 million
tons CO2
light bulbs
off day-long
UniCredit – A window to Sustainability: 2011
Environment and Suppliers
UniCredit is leading financial institution in
financing renewable energy projects
(photovoltaic systems, wind power,
hydropower and biomass) with an
outstanding portfolio of Euro 8.1 billion.
+33%
Loans portfolio for renewable
energy projects at Group level
8.1 bn
6.1 bn
2010
2011
For further information
UniCredit – A window to Sustainability: 2011
Summary of our priorities for 2012
Our Approach
Our People
Continue our investment in strengthening the culture of sustainability and risk
management with specific training activities and appropriate communication.
Engage our employees improving organizational efficiency, providing clear
communications and further enhancing workforce professional skills.
Our Customers
Continue to be close to our customers investing in simplification, transparency
and quality of products and services. Further promote internationalization of our
customers and their companies.
Communities
Support the social and economic development of communities in which we operate
by cooperating with non-profit organizations and future generations.
Environment and Suppliers
Continue to reduce greenhouse gas emissions, update our product sheets and include
social and environmental standards in procurement processes.
UniCredit – A window to Sustainability: 2011
UniCredit - Corporate Sustainability
Via Santa Margherita, 12 - 20121 Milano.
e-mail: corporatesustainability@unicredit.eu
www.unicreditgroup.eu
UniCredit – A window to Sustainability: 2011