issue 52—january 2020 - ΕΤΕ · leading ahead, issue 52 -january 2020 3 editorial within the...

Leading Ahead, issue 52 - January 2020

Issue 52—January 2020

Leading Ahead, issue 52 - January 2020 2

Page Themes

3 Message from the Editorial Team

4 Digital Customer Onboarding

8 Instant Issuing

10 Project Symbol & Project Mirror: Disposal of NPL portfolios

12 TYPET – NBG Building on trust and cooperation

14 Ε.F.Ε.Τ. – “Wellness for all!”

16 From NBG’s art collection

Contents

Πρώτοι Εμείς - Leading Ahead Newsletter for the employees of the NBG Group

Published, coordinated, edited and designed by the Internal Communication Unit of NBG Group HR Strategy Division (978) Address: Aiolou 86, Athens 10559, Greece. T: +30 210-3342230 (internal 12230), +30 210-3342919 (int. 12919). Email: [email protected] For internal distribution only: No part of this publication may be republished, reproduced or altered, in any way or by any means, mechanical, electronic or photocopying, without the prior written consent of the publisher (under Greek Law 2121/1993 and international copyright laws). You can read this newsletter online: via the NBG Intranet at: http://mynbg → Εσωτερική Επικοινωνίαn or via the Internet: -English edition: www.nbg.gr > Group > The Bank > Leading Ahead -Greek edition: www.nbg.gr > Όμιλος > Η Τράπεζα > Πρώτοι Εμείς

http://www.nbg.gr

http://www.nbg.gr


Editorial Within the generally positive climate for Greece, following a credit ratings upgrade (with a stable outlook) by Fitch, 2020 kicked off on an upbeat note, with a number of significant developments in NBG. Specifically: Moody's described NBG's swap of Greek Government bonds for new longer term securities as a positive credit development. In addition, the independent audit and inspection organization TÜV Austria Hellas has awarded ISO accreditation to the Bank's Regulatory Compliance Management System and its CSR principles. NBG is the bank with the largest customer base in Greece. In 2020, as part of its ongoing drive to enhance its services, NBG will be developing its digital offering by taking its customers' feedback into consideration. We are also the first bank in the Greek banking market to offer the pioneering digital onboarding service to new customers. The NBG Group is looking forward to year where its strategic momentum leads to stability and growth in the period ahead, and where our people can attain success and distinctions. See you soon in our next communication in the Easter edition of Leading Ahead!

Internal Communication

NBG Group Human Resources Strategy Division


Digital Business Division

NBG’s pioneering digital customer onboarding service, the first of its kind launched in the Greek banking market, was successfully presented at the Press conference held in NBG’s Melas Building in central Athens on December 4 2019.

The new Digital Customer Onboard service

NBG is the first Bank in the Greek market to enable individuals to become customers of the Bank solely through their mobile phone, without having to visit a Branch! Through the NBG Mobile Banking app, potential customers will be able to initiate a basic customer relationship with the Bank, i.e. to open a savings account, issue a debit card, and acquire access codes to i-bank Internet & Mobile Banking.

The process is carried out in simple steps from start to finish just using a smartphone, and it is

completed with the verification of the customer’s identity by an agent via video-call and the digital signing of the contractual documents. The new service is available to Greek nationals who are over the age of 18, holders of a Greek ID card or a valid passport, and taxed in Greece.

Advantages for the customer

An easy, simple, flexible, time saving process: Customers can join NBG from the comfort of their own home, in just a few minutes.

Process completeness: The products offered are not limited in any way. When registering the customer enjoys all of the privileges and services that would be offered to him if he were to visit a Branch. Validity of ID verification: Customer authentication is not restricted

Digital Customer Οnboarding

The service was presented at the Press conference held in NBG’s Melas Building in central Athens



to the digital recording of his ID documents (i.e. Passport), but is supplemented by actual live verification of his identity by an agent during the video call via mobile phone. This ensures the accuracy of the ID verification procedure, so there is no need for the customer to visit the Branch at a later date to verify his particulars.

For more information regarding the new Digital Customer Onboarding service, click here

NBG’s digital transformation strategy

NBG’s overall strategy for the Bank’s digital transformation, designed to best serve customers’ needs on a 24 hour basis, was also presented at the event.

NBG's digital strategy can be summed up in 5 steps:

1.Informing the public about the Bank’s pioneering services

The first step is for the public - that is, the Bank’s

existing and prospective customers - to be aware of the upgraded services it provides and the value the Bank places on making life easier for its customers. We achieve this through combined use of multiple information channels: Advertising on television, the radio and in the

Press,

Digital campaigns on social media and

Targeted promotional actions aimed at our customers.

2. Registering for the Bank's services in the most customer-friendly way

NBG has the largest customer base in the Greek banking market. However, many customers are not

yet familiar with our digital services. The Digital Banking Team has developed a very simple and easy procedure to introduce our digital services to these customers.

CEO Pavlos Mylonas at the event to his left Ms Christina Theofilidi, Retail Banking GM, and Ms Chara Dalekou, Group Marketing GM and to his right Assistant GM of the Group IT Division Mr Efstratios Molyviatis, plus staff from Digital Banking and Marketing Divisions.

https://microsites.nbg.gr/customeronboarding/index.html



Specifically: For existing customers who do not yet have

access to Internet and Mobile Banking, there is the option of acquiring i-bank access codes using their mobile phone, in just 2 minutes.

For registering new customers with the Bank via mobile phone, there is the new Digital Customer Onboarding service.

3. Providing useful functionality that will encourage users to revisit the Mobile Banking app

day after day

NBG has invested in tools and services so that it can constantly provide its customers with new and interesting feedback regarding their finances, aiming at fostering interaction with them regarding their daily needs and wishes, no matter which stage in their life they are at:

Through alerts on their mobile, i.e. when their salary is paid into their account.

With card security management features, providing easy card activation and deactivation for on-line purchases or contactless transactions.

With budget management tools, so that they can always have a clear picture regarding their outflows and be in a position to decide when they should stop spending or when they can indulge.



4. Promoting products and services

to meet every need

The best way for a Bank to meet the needs and wishes of its customers is to offer them the right products at precisely the moment they need them. National Bank of Greece:

Provides its customers with the option to obtain - through Mobile Banking - a debit and a prepaid card for their daily transactions.

Is planning to offer:

Online savings products (the e-3month time deposit is already available), for those who value security in their finances

Credit cards and instant approval micro-loans for those who find that some months their cash needs are higher than in other months

Simple and immediate insurance, such as travel insurance and insurance for the loss of personal items.

5. Creating a community of active users with

which the Bank will co-develop its digital proposal In the coming year the Bank is planning to build a community of active users, who will participate in the formulation of NBG’s digital services by sharing their preferences, comments, feedback and ideas. In this way, designing our digital proposal is not done for our customers, but with them.

Tomorrow calls for answers, and we provide them, creating the future for NBG!


Debit & Credit Card Division Business Analysis Division

As part of our ongoing efforts to upgrade our suite of services, improve and simplify processes, and provide better and faster service to our customers, we are setting up an Instant Issuing service for debit cards via the myNBG platform. The new service is currently running on a pilot basis in 20 Branches and should be fully rolled out across the NBG Network by early April 2020.

Instant issuing of cards covers card processing for

all partner organizations (Visa and MasterCard) and concerns the following debit products:

Debit Mastercard For Individuals

Debit Visa For Individuals

Debit Mastercard For Individuals/Sole

Proprietors and Legal Entities

while we plan to extend its function to other debit cards, and later to prepaid cards as well.

The procedure for personalizing the card (i.e printing the cardholder's name on the front side of the card) is carried out by a printer installed in a dedicated space within the Branch.

Javelin DNA printer

Instant Issuing


Debit & Credit Card Division Business Analysis Division

The Instant Issuing service offers a number of benefits:

Satisfied customers: we minimize the time it takes to deliver a credit card

Enhancing the Bank’s image: we are effectively upgrading the Bank’s image in the wider competitive environment

Big reduction in the number of cards that cannot be delivered

Reduced postage expenses

Provision of information to the relevant business areas (Regional Branch Divisions, Branch Network Divisions, Debit-Credit Cards Division etc.)

This business initiative is just one of a whole series of actions planned for 2020, with a view to making NBG the preferred bank in Greece.


Legal Services Division

During the previous year, our Bank, focusing on cleaning-up its NPEs, moved ahead with the implementation of two particularly important and complex transactions involving the sale and transfer of NPEs included in the Symbol and Mirror portfolios, totalling c. €900 and €1.2 billion respectively. Various project teams, comprised of staff from relevant bank units, worked on preparing, implementing and finalizing these demanding transactions. The Legal Services Division was closely involved in the transactions from the early preparation stage through to their successful completion, and further to the transitional stage following the transfer. To carry through the project, the General Manager of Legal Services set up dedicated project teams. The lawyers participating in the teams worked on the projects on a daily basis maintaining close and constant contact with the bank units responsible for their implementation. In addition, the lawyers provided legal support on all related legal issues that arose during the various stages of the transactions and through to their completion, including the preparation of the contractual terms signed by the Bank’s external consultants as well as the terms regarding the procedures to be followed by the potential investors. Accordingly, they contributed to the preparation and processing of contractual texts, and the final formation of the agreed Sale & Transfer terms.

The issues that were considered by the lawyers during the process included, inter alia:

Compliance with legal requirements re the framework of the eligible loan portfolios to be transferred (e.g. loans guaranteed by the Hellenic Republic, with the co-funding of ETEAN, open (current) account agreement, closing of open (current) agreement, and the option to transfer the right to terminate such agreements, etc.)

Legislation on securities in rem, the preconditions for the implementation of the Code of Ethics, issues re debt restructuring, as well as the interpretation of the provisions of Law 4354/2015 on NPL management, and article 10 of Law 3156/2003 on Securitization of claims, pursuant to which the transfer of the two loan portfolios was effected, etc.

The Legal Services Division also played an important role when the time came for the legal review conducted by the eligible potential investors. In close cooperation with the Strategic Operations Division, the Legal Services Division provided wide-ranging legal support on legal issues of every kind regarding:

Interpretation of specific terms of the framework loan agreements of the respective transactions;

Project Symbol & Project Mirror: Disposal of NPL portfolios


Legal Services Division

Various provisions of the applicable legislation in relation to addressing pending judicial issues, depending on the legal status of any claim to be transferred, such as:

Issues falling within the scope of Civil Law;

the Code of Civil Procedure (submission procedure and issue of an order for payment, exercise of a challenge);

the law relating to enforcement procedures;

the law relating to securities in rem;

procedure under Law 3869/2010;

Other out-of-court debt settlement procedures (Law 4469/2017, Law 4605/2019), etc.

In particular, at the critical point of selecting the winning investor and conducting the relevant negotiations, the lawyers’ team reacted promptly and responded efficiently in the phase of the negotiations and upon preparing and processing the individual contractual texts (Sale Agreements, Equity Commitment Letters, Guaranties, Escrow Agreements). With a view to managing the legal risk, safeguarding the Bank’s interests, and successfully concluding the transactions within the deadlines -- and always in close collaboration with the Strategic Operations Division -- the lawyers’ team played a key role in securing the best possible contractual terms, with a view to: Maximizing the price; Ensuring its payment by obtaining relevant

guarantees from the winning investors; Providing for a penalty clause in the event

the transfer failed to complete within the deadlines stipulated, and

Limiting the Bank's liability as far as possible, taking into consideration the specific conditions of the specific market.

It should be noted that the in put of the Legal Services Division is still continuing (after the completion of the transfer), and addresses a large number of issues that arise subsequent to the transfer of the portfolios, with a view to disengaging the Bank in a smooth way from the management of the said portfolios. The Legal Services Division is staffed with a highly experienced and specialized legal team, and takes pride in responding efficiently and responsibly to the challenges of the times, its ongoing mission being to provide its services to the Bank and support management in implementing its initiatives.

Legal Services are dedicated to safeguarding the interests of the Bank and enabling its transition to a new upward growth dynamic.


ΤΥPΕΤ

The synergies between the managements of the staff's health fund TYPET and NBG are particularly constructive, and are leading to productive outcomes that benefit both the health organization and its members.

These outcomes reflect the significant input of the Bank, coordinated by the TYPET Support Committee (chaired by the Manager of the Group HR Division), alongside the Group IT Operations and Infrastructure Division, the Group IT Applications Maintenance Division, Group Procurements, Group Corporate Governance & CSR, Group Taxation, and the Public Relations and Technical Services Sectors, as regards the works that have been carried out at TYPET's main clinic "Ygeias Melathron" and its administrative services, as well as the financial support of the Bank in ensuring the sound ongoing operations of the organization.

However, the support of NBG's Management to TYPET concerns not only the fund’s current needs regarding the implementation of a plan for a series of operational priorities, but also its interest regarding the outlook and future of our health insurance organization. Vasiliki Vogiatzopoulou, Chair of TYPET, recently gave a detailed briefing to NBG’s Management and its Board of Directors regarding the strategic plans

that the fund’s management is drawing up. The fund’s sustainability is a key goal for the years ahead as well as maintaining the high level of services that it provides to its members by means of specific initiatives and actions in the period ahead.

We are aware that structural reforms are required regarding rationalization of management and organization in a range of sectors. We are aware that more is needed than just the monthly contributions of its members and NBG's financial support. We also know that an outward-looking policy that exploits the opportunities offered by providing medical and nursing services to non-TYPET members, with a view to utilizing the available services at the "Ygeias Melathron" that are currently not used by TYPET's own members is a sound though difficult decision.

TΥPΕΤ – NBG Building on trust and cooperation


ΤΥPΕΤ

These are just some of the many strategic choices that TYPET’s management is sharing with NBG's management, which is lending tangible encouragement and support to our efforts. We are glad to say that there is a spirit of mutual trust between the managements of the Bank and TYPET, and sincere intentions to achieve outcomes that will be of benefit to all members.

“The start of 2020 marks a new beginning for TYPET, with new goals that concern enhanced quality in the provision of services, such as checks and controls in the procedures related to customer service, online provision of information, digitalization of registers and records, the creation of electronic medical records for members, full electronic management of prescriptions, and many more initiatives.”

The managements of TYPET and NBG have succeeded in forging a constructive dialogue on which to work together and generate sound outcomes, and we are glad to say that we feel proud of the results of these efforts. We appreciate the Bank’s very substantial support and we are sure that the Bank recognizes the work we do and how we build on the support it provides us, as we implement initiatives, projects and actions for the benefit of all our members. We are proud of our work and we intend to keep up our efforts.

Vasiliki Vogiatzopoulou, Chair of TYPET


ΕFΕΤ

Within the context of the “Wellness for all!” wellness and well-being program and further to the actions launched in 2018 (the year it was introduced: see Leading Ahead July 2019), in the second half of 2019 EFET has successfully implemented new targeted actions, including:

The cleaning of EDEM beach in Palaio Faliro near Athens on 5.10.2019 by members of the volunteer group EFETeam and the ACG Alumni Association, in the context of the campaign “International voluntary coastal clean-up 2019” under the auspices of HELMEPA.

Organizing lotteries on a regular basis,

offering our members:

10 free invitations to attend the “13th Annual Skeletal Health Information Conference”

Ε.F.Ε.Τ. – “Wellness for all!”

Members of the volunteer group EFETeam and the ACG Alumni Association at the cleaning of EDEM beach in Palaio Faliro near Athens

Members of EFETeam participating in the beach clean-up


ΕFΕΤ

held by the Skeletal Health Association Petalouda on 12.10.2019.

1 night including breakfast for 2 people at

ARTY GRAND 5* Hotel in Ancient Olympia 1 night including breakfast for 2 people at

GRAND METEORA 4* Hotel in Meteora

Setting up the EFET runners’ team, which

participated on 30.11.2019 in the 5 km run to Pedion tou Areos in central Athens within the context of the “Park Run Series”, in order to raise funds for MDA Hellas

(a non profit association for the care of people with neuromuscular disorders) Promoting the “Wellness for all!” program

and EFET’s history, through the Board Chairman Mr D. Tsiantis’s interview “EFET: 92 years in the service of well-being at work”:

published in the financial newspaper AXIA on 14.12.2019 and

in Artviews.gr on 16.12.2019

And the journey to the world of Wellness continues...

The active participation and the support of our members is our inspiration and a strong incentive to continue our work, offering them even more new actions and benefits!

Wellness and a better quality of life is our right and our choice!

EFET members at the “13th Annual Skeletal Health Information”

EFET runners at the “Run Park Series”


Maria Ziaka was born in Preveza in 1948. She studied painting in Florence (1966-1970). She continued

her studies in painting and engraving during 1970-1974 in London while she also took classes in

interior design. She was awarded First Prize for Engraving (in 1985 and 1995) by the Onassis Stegi

Foundation.

Throughout her career, painting and engraving have existed together and autonomously, though her

greater focus has been on painting. The combination of naturalistic and abstract is a key characteristic

of much of her work.

In her painting, she focuses on working the color over large areas, which serve to build the structure of

the composition. The eloquent alternation of static and dynamic elements, the evocative use of light as

expressed through color, and the indirect allusions to spaces that are associated with personal

memories are just some of the features of her visual idiom.

She has held over twenty solo exhibitions and has participated in dozens of group shows in Greece and

abroad. Her works can be found at the National Gallery of Greece, the Museum of Contemporary Art

of Crete, the Ministry of Culture, the Municipal Galleries of Thessaloniki and Rhodes, the Municipality

of Aghia Paraskevi, and in private collections in Greece and abroad.

From NBG’s art collection

Maria Ziaka

Nikopolis-Cosa Senti-Mentale Mixed media, 250x670 cm

issue 52—january 2020 - ΕΤΕ · leading ahead, issue 52 -january 2020 3 editorial within the...

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