The strategy of Santander Bank Polska Group for 2021–2023 is a continuation of the previous course of action and is based on the same values and assumptions as applied before. The Group’s purpose, aim and values have not changed for years:
Purpose
To help people and businesses prosper
Aim
To be the best open financial services platform by acting responsibly and earning the lasting loyalty of employees, customers, shareholders and communities.
Values
- Simple
- Personal
- Fair
Key strategic dimensions
The strategy of Santander Bank Polska Group reflects a customer-centric approach to business management through continuous improvement of service quality and product range. A special focus is placed on digitalisation and simplification of processes from the customer’s perspective, which results in improved customer experience, increased operational efficiency, simple solutions, and transparency of the offer. The delivery of the Group’s strategy is underpinned by innovative solutions and the corporate culture which is focused on increasing engagement and motivation of employees and social responsibility of the organisation.
Six strategic directions
As part of the strategy for 2021–2023, the following six strategic directions have been defined: customer obsession, employee focus, simplification, smart omnichannel, innovate to open platform, safety and trust. They are the key focus areas of the Group’s transformation. The strategic directions set by the Group:
- consolidate specific objectives set to increase loyalty of individual stakeholder groups: employees (employee focus), customers (customer obsession), communities and shareholders (safety and trust);
- assign the highest transformational value to the objectives related to development of the Group’s operating model: simplification and smart omnichannel;
- fully comply with the aim of Santander Group’s regional strategic plan One Europe, emphasising the foundations for the Group’s development (safety and trust), with a particular focus on responsible banking (CSR/Corporate Social Responsibility);
- indicate the Group’s ambition to build competitive advantages through innovation to open platform.
Strategic objectives
The activities undertaken as part of six strategic directions are based on strategic initiatives, such as strategic programmes, hot spots (initiatives focused on customers and employees), bets (initiatives in the Agile model) and group programmes. They are regularly monitored and their results are reviewed on the basis of qualitative and quantitative metrics. The following are measures defining the Group’s financial ambitions.
In view of dynamic and complex changes in the macroeconomic environment, the strategy of Santander Bank Polska S.A. is regularly verified, which helps take prompt action in response to market trends and other changes in the dynamic environment.
Ambitions for 2021–2023 and Delivery of the Strategy
Strategic directions
When setting strategic directions, the Group also defines strategic objectives and key success measures that let it track the progress in delivery of the strategy.
Employee focus
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Our ambition |
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Simplification
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Customer obsession
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Smart omnichannel
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Our achievements |
Key success measure |
Our ambition |
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Innovate to open platform
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Our ambition |
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Safety and trust
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Key success measure |
Our ambition |
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Financial and non-financial measures
of Santander Bank Polska Group
performance under strategy for 2021-2023
(as of December 2021)
* Pertains to Santander Bank Polska S.A. only (the number of branches include off−site locations and Santander Zones)