leading ahead - nbg · 2014-02-23 · this is the second issue of the new leading ahead, published...

Leading Ahead - Issue No.23 - April 2012

Issue No.23 - April 2012

Leading AheadLeading AheadLeading Ahead

Leading Ahead - Issue No.23 - April 2012 2

Cover image: “Narcissuses”, painting by Fotini Othonaiou (Group Marketing & Communications). The painting was exhibited at a group exhibition held at the Argo Gallery, Athens, 6/3 – 7/4 2012.

Page

3 Editorial

4 Our news

6 Ethnocash Plus

7 Custodian Services under a first-class seal

8 The role of Branch officers and Business Units in the fight against money laundering

10 Targeted training programmes 2011

12 Keep Learning

13 i-bank store: One year on

14 Volunteer for “Show them!”

15 Dealing with the current economic environment

17 NBG Contact Center

18 HR Operating Model

19 Meet the HR Team of Banca Romaneasca

21 NBG’s participation in the Carbon Disclosure Project

23 NBG Historical Archive: Book presentation

24 ΜΙΕΤ: Book presentation

25 MIET: Book recommendations

26 Publication ID

Leading AheadLeading AheadLeading Ahead

Table of ContentsTable of Contents


EditorialEditorialEditorial

This is the second issue of the new Leading ahead, published exclusively in electronic format. It contains a variety of material including news and other activities of the Bank and its Group. The first section contains brief news and information about recent events and activities (as well as upcoming events), prizes and marketing programmes. In today’s demanding environment, the contribution of our staff to the fight against money laundering is of paramount importance, as you will see in the article on page 8. Likewise, it is essential that the Group’s staff is able to take part in targeted training programmes in Greece and abroad so as to be fully equipped to deal with the problem of money laundering. A year has already passed since our i-bank store in The Mall Athens opened. This store, together with its cousin in Aristotelous Square in Thessaloniki, has become very popular, judging by the turnout of the public as well as the input of our staff. Our internet-use training seminar “Show them!” has also been highly popular. We encourage employees living in Greece to volunteer as trainers. You can also read about the activities of the Group’s Corporate Key Account Services as well as the latest activities and responsibilities of our Contact Center. It is our intention to host an article from at least one of our affiliates abroad in each issue of Leading ahead. Accordingly, in this issue, you will be able to read about the Human Resources team at Banca Romaneasca. We have also decided to include on a regular basis a two-page section devoted to the theme of Corporate Social Responsibility and the Bank’s activities in the sphere of environmental protection. As always, we close with a look at the publishing work of the Bank’s Cultural Foundation, MIET, together with the activities of the NBG Historical Archive. Nick Kanellopoulos


Our news

Digitization of the AOPETE archive: Digitization of the AOPETE archive: Digitization of the AOPETE archive:

The NBG Staff Insurance Organizations (AOPETE) are pleased to announce that soon the digitization of the records (32,000 files and 1.3 million entries) of all its member bodies will be complete. While the physical records are well protected against risk of fire, the digitization project clearly provides further back-up, and will secure the long-term ongoing updating and accessibility of the relevant records. The digitization project is being carried out 1) in accordance with the programme set up by the Computing Department of AOPETE, 2) using computing equipment supplied by the Purchasing and Business Processes Divisions, and 3) with the support of staff from each Insurance Organization. This pioneering project is part of the modernization and services upgrade programme underway at the AOPETE. Vassilis Mitrakos, Manager of the AOPETE, pointed out to us that no other pension institution offers the same level of technological infrastructure for the benefit of its insured members. The same was also asserted by the chartered accountants-auditors in the annual report for the body. Thanks to these endeavours, the AOPETE has made significant advances in providing its members with first-class services, as well as giving them up-to-date, reliable information via its website (www.aopete.gr)

NBG’s Historical Archive will take part again this year in the European Night of Museums by organizing a series of events on Saturday 19 May on its premises, from 6 pm to midnight. This year, the International Council of Museums (ICOM) has chosen the theme of “Museums in a Changing World. New challenges, New inspirations”. The events will include guided tours, an exhibition of archival materials from the Historical Archive, exhibitions of photography and art, video screenings, an art workshop, visual art installations, and a music and dance performance. In its endeavour to generate interaction with the neighbourhood in which it is located and with young people who are interested in the cultural events taking place in the city, the Historical Archive has been collaborating with nine artists who have made interesting proposals in this regard, all of which are inspired by the spaces and the work of the Historical Archive while also bearing a relation to this year’s theme. The Archive also works alongside two “KETHEA” rehabilitation centres to present work carried out by members of their community, while generally encouraging different social groups to meet and become more aware and understanding of one another. Last, the exhibition organized by the NBG Historical Archive, together with the videos to be screened, are inspired by the changes taking place in archiving procedures and the role of archives in a changing world.

European Night of Museums 2012 at the NBG Historical Archive European Night of Museums 2012 at the NBG Historical Archive European Night of Museums 2012 at the NBG Historical Archive

Snapshot from the NBG Historical Archive’s celebration of the

Night of Museums 2011

Welcome to the NBG Staff Insurance Organizations (AOPETE) website


Our news

Last year, according to WWF, 5.251 cities and 1.8 billion people in 135 countries participated in the “Earth Hour” campaign. This year, on 31 March 2012 at 8:30 pm, and for one hour, instead of floodlighting, the Acropolis, as well as other World Heritage Sites in Greece, such as the Philopappos Monument and the Temple of Hephaestus in Athens, and the Old Fortress of Corfu, were illuminated by natural light. Taking up the invitation of UNESCO, NBG symbolically switched off the external lights of seven central buildings for one hour and, at the same time, encouraged its staff and customers to take part in the campaign. The lights were also switched off in the Greek Parliament, the White Tower and Byzantine Walls in Thessaloniki, and many other sites and monuments around Greece. The events were attended by hundreds of associations, organisations and cities throughout Greece, thus demonstrating their active involvement. The Athens City Council turned off the lights at the City Hall, the Technopolis at Gazi, and other cultural centres. While maintaining all safety levels at full, major facilities such as the Athens International Airport and the Rio-Antirrio Bridge also joined in by reducing their floodlighting throughout the duration of the Earth Hour.

Earth Hour 2012Earth Hour 2012Earth Hour 2012

For the fourth year in a row, NBG was awarded the distinction of best bank by the investment and financial magazine HRIMA, in the event held on 1st February 2012 at Astir Palace Resort on the occasion of the “HRIMA – George Ouzounis 2011 Business Awards”. With altogether 16 prize categories being awarded to listed companies, NBG gained the first prize in the category of “Best Bank 2011”. The winners of this year’s “HRIMA Business Awards” were selected through online voting in which retail investors participated via the official site of HRIMA magazine and HRIMA Week newsletter, which is sent to 49,000 subscribers.

According to the magazine, proper forecasting of future trends and fast adaptation to changes, retrenchment of operational costs and a continuous high level of services provided by the Bank have made it possible for the strongest financial institution in Greece to respond effectively to highly demanding challenges. In times of severely stressed economic conditions that strongly impact the Greek financial system, this prize serves to vindicate the strategic moves and choices of the Bank, as well as its historical relationship of trust with Greek society as recognised both by retail investors and leading market players in Greece.

President of ATHEX, Mr. Socrates Lazarides, awarding the prize to NBG. From left to right:

Mr. Konstantinos Ouzounis, CEO Ethos Media, Ms. Ioanna Katzilieri, Assistant General Manager

Retail Banking at NBG, Mr. Socrates Lazarides, President of ATHEX

NBG: Best Bank 2011 at theNBG: Best Bank 2011 at theNBG: Best Bank 2011 at the “HRIMA “HRIMA “HRIMA ––– George Ouzounis 2011 Business Awards”George Ouzounis 2011 Business Awards”George Ouzounis 2011 Business Awards”


Credit Card Division

ETHNOCASH PLUS, NBG’s new debit card, is a modern, flexible and secure transaction tool. Apart from carrying out transactions at ATMs, ETHNOCASH PLUS can also be used daily, instead of cash, for purchases of products and services at any store displaying the Maestro logo in Greece and abroad. The card’s chip & PIN technology offers the card holder additional security in all transactions. With a view to achieving its strategic target to increase the use of NBG’s debit card on POS terminals and establish it as a daily transaction instrument, NBG has been implementing since 2011 advertising and promotion activities to encourage cardholders to use ETHNOCASH PLUS at super markets, commercial retailers, gas stations etc.

In this context, and to provide additional incentives for cardholders to use their card for their daily purchases, NBG launched its promotion campaign “Win with ETHNOCASH PLUS”, a cash reward programme for cardholders who made purchases at retailers in Greece and abroad. The programme lasted from 24 October 2011 to 15 January 2012 and consisted of twelve weekly cycles. Each cycle was followed by a prize draw which determined 20 winners. The condition for participation in the prize draws was at least one purchase of any amount using ETHNOCASH PLUS at any business displaying the Maestro logo during the course of the weeks in question. In total, 240 lucky card users won a prize of €300 each. The cash prize was credited to their deposit account. To further encourage cardholders to use their ETHNOCASH PLUS at POS terminals, NBG will continue to offer additional benefits and rewards to holders of the card.

ΕΘΝΟCASH PLUS Your new cash!

ETHNOCASH PLUS gives away €300 to 240 lucky winners!ETHNOCASH PLUS gives away €300 to 240 lucky winners!ETHNOCASH PLUS gives away €300 to 240 lucky winners!


NBG Securities Services Division

For almost 80 years now, NBG has made its name synonymous with reliable, first-class custodian services: We were one of the first Greek banks to offer custodian services to both Greek clients and

foreign institutional investors, in the Greek and global markets; We have established our position as one of the leading custodian service providers, competing

successfully with other major international custodian providers operating in Greece; We upgrade and adapt on an ongoing basis our quality custodian services in line with the

changes in the institutional and regulatory framework, fully meeting the specialized needs of a highly demanding clientele;

We have developed new activities to cover the market of SE Europe, leveraging the Group’s

subsidiaries in the Balkan area, while transferring to them our know-how. The top quality of the services provided by NBG’s Securities Services Division gained recognition yet again in the annual evaluation “Agent Banks in Major Markets 2011” conducted by Global Custodian, the leading industry journal for this sector. NBG received the highest distinction of “Top Rated” for the services it provided to Greek and foreign institutional investors, while it ranked first in the newly launched category of leading clients. The outcome of this evaluation is regarded as a key reference and criterion for institutional investors when selecting a custodian, given that these evaluations are extremely detailed and carried out by the customers themselves.

NBG’s Securities Services Division asserts its dynamic presence – despite the current harsh economic climate – and is ready to meet the challenges of tomorrow.

TopTopTop---class custodian servicesclass custodian servicesclass custodian services New distinctionsNew distinctionsNew distinctions

The Executive Editor of Global Custodian Mr. Charles Ruffel (right) delivers the award to NBG representative, Head of Securities Services Division, Mr. George Armelinios (left).


Combating money laundering and the financing of terrorism is a major concern for the international community and the Greek state, as reflected by the recent updating of the relevant legal and regulatory framework, as well as the intensification of controls carried out by the competent authorities. It is only natural that financial institutions, which handle the bulk of financial transactions worldwide, are called on to take effective preventive measures against attempts to launder money and ensure the legitimate functioning of the financial system. In this context, Branch officers and Business Units are the front line of the Bank’s defence in controlling, preventing and managing ML/FT risks. Specifically, after the recent changes new provisions were established aiming at more effective identification and reporting –to the competent state authorities– of transactions which indicate or imply tax evasion. In particular, the basic law on preventing and combating money laundering and financing of terrorism was updated, as well as the relevant decisions of Bank of Greece. The due diligence measures that arise as a result of these new decisions have been enhanced and shall be implemented forthwith by the staff of banks when carrying out transactions with customers. The new provisions: Introduce new measures of enhanced due diligence and impose an obligation on the Bank to verify the income of its customers With a view to forming a financial/transactional profile of customers at the beginning or during the course of their business relationship with the Bank, customers are required to submit specific tax documents evidencing their income. In particular, income should be verified for natural persons in line with their tax clearance, and for legal entities according to their income tax return, excluding customers who are not liable to submit tax return. Note that all relevant documents should be kept by the Bank for at least five years after the termination of the business relationship with customers or after carrying out each transaction. Introduce a new category for controlling annual transactions

Similarly, a new “obligatory” transaction category is

added, which requires due diligence measures regarding

transactions of customers with a high risk of committing

tax evasion and/or laundering money deriving from it.

Group Compliance Division

The role of Branch officers and The role of Branch officers and The role of Branch officers and Business Business Business UnitsUnitsUnits in the fight against money launderingin the fight against money launderingin the fight against money laundering


In any case, this category includes freelancers, as well as all legal entities who keep or are beneficial

owners of accounts on which the debited amounts of the previous year exceed specific limits set by

the supervisory authority.

Increased controls of large transactions

Large transactions in cash should be investigated with particular attention, in order to identify the

source and whether the amount or nature of the transaction is consistent with the economic and

transactional profile of the customer. Accordingly, it is recommended that large sums of money be

granted to customers by means of bank cheques or by payment orders to a bank account, rather

than in cash.

Updating the typology for suspicious transactions

In the same context, the typology of suspicious

transactions and activities which may be related

or connected to tax evasion has been updated

and supplemented. Note that such cases include,

for instance, transactions which are inconsistent

with the customer’s tax return or professional

activity/line of business.

Moreover, with regard to international transactions, subject to control are frequent or particularly

large transactions to or from:

a. Non-cooperating countries in respect of transparency and exchange of information on tax

issues, as defined by the applicable decision of the Greek Minister of Finance and

b. Countries with weak enforcement of AML/CFT policies, as indicated by evaluations of the

Financial Actions Task Force (FATF).

Throughout its long history, NBG has developed strong bonds of trust with its customers, shareholders

and the supervisory authorities and, in this context, the Bank’s employees at Branches and Business

Units have contributed over the years to the implementation of the regulatory framework and the

upholding of the Bank’s reputation and prestige.

Group Compliance Division


NBG’s HR Development Division, besides its annual training programme, held targeted seminars for specific departments or groups of staff in 2011. These include the Induction Seminar for New Employees, various information campaigns on Anti-Fraud issues organized by the Group Internal Audit–Inspection Division, Workplace Incident Management by the Centre for Security Studies, and the new Management I programme. Induction Seminar for New Employees In March 2011, the Induction Seminar for New Employees for the 230 new employees who succeeded in NBG’s last recruitment competition took place at the Bank’s Training Centre in Glyfada.

At the opening of the seminar, welcome speeches were given by NBG’s Chairman Mr. V. Rapanos, Head of NBG Group Human Resources Mr. A Vranas, Assistant General Manager of NBG Branch Network Mr. S. Assimopoulos, former Head of HR Development Mr. G. Tzecheridis, and Head of Group HR–Greece, Mr. E. Nikolaou, who welcomed the new employees of NBG and wished them success in their career. The two 5-day seminars were organized directly after placing the new employees in their positions and aimed at raising their awareness regarding the Bank, its policies, the Group, and various staff issues. The presentations included Corporate Social Responsibility and Environmental Management, Internal Communication, Anti-Fraud issues, IT Security matters, Regulatory Compliance, the Customers Complaint Management system, the new i-bank store, as well as presentations by the representatives of the NBG Staff Union (SYETE) and the Technician and Security Staff Union (SYTATE). Finally, all trainees participated in the Quality Customer Services programme, in which they were introduced to concepts of quality services, effective communication, team work and internal and external clientele. Regarding the professional training of the new colleagues, when they returned to their workplace, they participated in the e-seminar “Introduction to the Bank’s Products”, while most of them were also trained in basic seminars for online procedures. On a long-term basis, one or two years after their recruitment, they will be individually interviewed for a general evaluation of their competences, professional skills and their effective contribution, while a special programme has been designed for the smooth adaptation and career development of new employees.

Human Resources Development Division

Targeted training programmes 2011

NBG Chairman, Mr. Vassilis Rapanos welcomes the new employees to the Bank.


Anti-Fraud In 2011, more than 650 staff attended a training programme on Anti-Fraud issues. The specific programme, aiming at raising awareness among network staff of fraud risks, as well as establishing an anti-fraud culture, was held in several cities in Greece (13 training programmes in Athens, Thessaloniki, Patras, Larissa, Xanthi and Veroia) by officers of the Group Internal Audit–Inspection Division (Department for Special Audits and Combating Fraud within the Group) and received favourable feedback from all participants.

Workplace Incident Management In collaboration with the Centre for Security Studies of the Hellenic Police Force, the Workplace Incident Management programme was presented to 150 employees who work in transaction areas in NBG branches (three programmes in Athens, Thessaloniki and Larissa) with a view to providing information on actions and behaviours that should be followed in the event of robbery, hostage situations and criminal acts in general. The issues were analyzed by special trainers-officers of the Centre for Security Studies, a specialised negotiator of the Hellenic Police Force and a psychologist, who discussed the effects and dangers of post-trauma stress.

Seminars for Professional Accreditation Exams The HR Development Division, in collaboration with the Certification Service of the HR Division, organised 19 seminars to train around 400 candidates for all certification levels. The aim of the HR Development Division was to help bank staff to prepare for professional accreditation exams in the areas of investment services (Certificates A1, A2, B1, B) and insurance broker services.

Development of Management Skills (Management I) In 2011, the new redesigned Management I programme was launched. This programme is targeted at new

managers and aims at helping them to improve their skills and ensure that they are, at the practical level,

fully acquainted with the demands of their role. The programme, apart from the 23 sessions that took

place in Greece, was also held in Nicosia for managers of our subsidiary NBG Cyprus. In the meantime, a

Development Programme for Management Skills of middle-ranking managers (Management II) is currently

being prepared.

SME: Priorities 2011 In 2011, in collaboration with the Small Business Loans Division and in order to achieve more effective

portfolio management and offer comprehensive services to our business customers, around 600 staff

from the product teams at NBG branches (Small Business Loans Division, Credit Card Division and

Investment Products Division) received training in 25 programmes held in 10 Greek cities on issues

relating to collection and restructuring of SME portfolios, promotion of POS terminals, and Deposit

Products.

Human Resources Development Division

Head of NBG Group Human Resources Mr. Andreas Vranas addresses the

launch of the Induction Seminar for New Employees


To ensure ongoing updating and promote lifelong learning of the Bank’s employees, the HR Development Division now provides, via its website, access to information material in the field of business administration and finance. Specifically, selected articles of an educational nature and presentations by NBG managers from various conferences will be posted at regular intervals on the Bank’s website. We strongly believe that open access to information promotes the conditions for free exchange of knowledge, while contributing to the professional and personal development of staff. Besides, it has been observed that - in many cases - the knowledge offered through the “informal” channels not only supplements formal learning, but also enhances the educational process more effectively.

With a view to supporting the said action, NBG’s HR Development Division - in collaboration with the ALBA Graduate Business School - has started publishing articles by the scientific staff of ALBA. In this way, it is possible for all staff to obtain a view of the best corporate practices, as well as recent developments in the area of international management.

Keep learningKeep learningKeep learning………

HR Development Division

Our aim is to make the “Keep learning” initiative a tool for the transfer of

knowledge and continued learning that enhances our understanding of the external

environment and the developments taking place within it.


i-bank store

… in the i-bank stores at The Mall Athens and in Aristotelous Square, Thessaloniki, presentations are held every month on the use of i-bank services for all users, customers, visitors or colleagues? Using simple step-by-step examples, the i-bank store team guide you through use of internet banking services. The team can also answer any questions you may have regarding payroll management via i-bank Internet Banking. To receive e-mail updates on the programme of events and to participate in the high-tech prize draws, simply join the i-bank store club. For more information go to www.nbg.gr/ibankstore (available only in Greek).

On 21 February 2012, NBG’s first i-bank store celebrated its first birthday at The Mall Athens shopping centre. To mark the event, various events were organized, attracting a great number of visitors. In cooperation with SONY, a series of events were organized on issues relating to modern technology, such as the experience of 3D image viewing, changes in the use of TV as a result of social media applications, presentation of the state-of-the-art PS Vita portable entertainment device, as well as Internet TV connectivity and applications. SONY contributed to all the events with a wealth of prize draws, including PlayStation 3 and PS Vita. In addition, in cooperation with the e-Book Observatory of the National Book Centre of Greece (EKEBI), an event was organized on “The e-book”, which was well attended. The speakers presented the potential of e-book readers while afterwards the audience had an opportunity to ask questions and discuss issues relating to e-books. Further events on topical issues will continue to be held at the two i-bank stores in Athens and Thessaloniki. For information regarding the i-bank stores and the events visit www.nbg.gr/ibankstore .

The iThe iThe i---bank store: One year onbank store: One year onbank store: One year on

Snapshot from “The e-book” event


i-bank store

Volunteer for “Show them!”Volunteer for “Show them!”

By joining the “Show them!” programme, you can contribute to one of the Bank’s social responsibility initiatives that aims at overcoming digital illiteracy in Greece. A significant number of people in Greece feel excluded from the world of the internet, although they may have a computer at home. They just need someone to “Show them” the first basic steps.

The “Show them” courses are included in the programme of events held in the i-bank stores at The Mall Athens shopping centre and in Aristotelous Square, Thessaloniki.

Each Wednesday, 17:00-19:00 at The Mall Athens, and 16:30-18:30 in Aristotelous Square, Thessaloniki. Each series of lessons includes four 2-hour courses, eight hours in total.

The courses are aimed at absolute beginners, so it teaches you the basic information on using the computer and surfing the net. The learners are shown how to use the mouse, how to manage the “desktop”, how to use internet browsers, and how to open an e-mail account.

Send an e-mail to [email protected] (for Thessaloniki) or to

[email protected] (for Athens) with your contact details and the i-bank store

team will contact you.

The programme for the “Show them!” courses at the i-bank stores can be viewed at www.nbg.gr/ibankstore

Click the “like” button on our Facebook page at www.facebook.com/deixtous

Why join the “Show them!” volunteer programme?

Where are the courses held?

When are the courses held?

What should I know?

How to sign-up as a volunteer


Corporate Key Account Services (CKAS) Division

Dealing with the current socioeconomic Dealing with the current socioeconomic Dealing with the current socioeconomic environmentenvironmentenvironment

NBG’s Corporate Key Account Services Division, under the supervision of Retail Banking General Manager Andreas Athanassopoulos since January 2011, plays a key role in the Bank’s strategy regarding its drive to enhance liquidity, to attract and undertake the business of Large Non-Financed Customers. It also promotes services and products of low handling cost for the Bank, but of high value-added for its customers. The said Division works alongside other relevant Divisions, the Branch network, and the Bank’s subsidiaries to ensure integrated provision of services to the customer segment in question, which is considered to be of particular interest due to its comparatively high liquidity and social status. For example, the customer categories served by the Division include Ministries, Public Organizations (such as Pension Funds, Local Government Organizations, other Legal Entities under Public Law), Public and Private Education and Health Bodies (such as universities and hospitals), Legal Entities under Private Law (such as foundations, not-for-profit organizations), Church bodies, and corporations that are not financed by the Bank. The current economic and sociopolitical environment is marked by high volatility, tough competition, and narrow negotiating margins. Accordingly, the quality specialized services offered by the Division pose a daily challenge, while the contribution of its human resources constitutes a significant investment by the Bank to achieve dynamic penetration in the areas where it conducts business. This penetration is achieved by leveraging emerging trends and opportunities for targeted attraction of funds, by undertaking payroll and other mediation services, as well as by re-defining existing synergies. It is also effected by means of direct, daily, personal and flexible management of the customer base and meeting new operational needs of customers (such as pension fund census, contribution payment procedures, and control to ensure timely payment of pensions/salaries).

CENSUS OF PENSIONERS

Funds - Sectors Pensioners verified by census /

Total pensioners

Via NBG 28 90,353/213,993 42%

Via DIAS 5 222,067/537,430 41%

Registration of IKA pensioners in person 372,182/420,000 88.61%


The efficiency of CKAS in 2011 is reflected by the increase of circa 7% in its customer deposits, despite the general flight of capital, and the 40% capture of the total of Kallikratis Municipalities, compared with 3.7% at 31.12.2010. Working alongside the Branch Network we made a highly effective effort to attract custom (25% of Hospitals, 51% of University payroll/salary accounts), becoming the favourite Bank of 92% of Insurance Funds. The total number of customers currently served by the CKAS amounts to approximately 3,000. CKAS customer relations are achieved and effected through a wide variety of actions that aim at the provision of instant and top-quality customer services through arranging meetings with high-interest customers, participating in open tenders, assisting customers in their efforts to achieve their goals, exploiting new technologies, participating in various task groups and committees in order to meet operating needs and management issues. It is worth noting that we are engaged in an ongoing process of collaboration, coordination and expert guidance for the NBG Branch Network, which bears the burden of meeting the needs of special-interest customers, in essence serving as a one-stop-shop for them. All the aforesaid actions will be continued throughout the current year in support of the Bank’s strategy.

Corporate Key Account Services (CKAS) Division

Municipalities Hospitals University payroll services

Insurance funds (12 out of 13)

Pension funds (30 out of 40)


e-Business & Alternative Channels Division

Ethniki Insurance telephone services were incorporated in the Contact Center in August 2009. Our initial goal was to modernize services which are already provided with regard to Car, Life and Fire Personal Insurance Contracts by taking advantage of the know-how, infrastructures and experience of the officers working in the Contact Center, within the context of upgrading services and continuing to deliver at optimum rates. After one year of impressive production and quality results, in October 2010 NBG focused on the expansion of existing services to Ethniki Insurance by enhancing information and promotional actions through outgoing telephone calls and SMS messages and at the same time by optimizing advanced automation solutions as part of its continuously increasing operations.

In 2011, as part of its new strategy, Ethniki Insurance launched its Customer Service Upgrade Project. Taking as its basis the proven effectiveness of its practices, the Contact Center is now the focal point of the project, undertaking the vast majority of incoming telephone calls for Ethniki Insurance central services.

By November 2011, the expansion of operations was completed successfully with the enhancement of services for the Car Insurance segment, services for Group Life Insurance Contracts and other General Insurance Sectors, with the carrying out of promotional actions and the adoption of new ways to execute insurance premium payments, plus quality research with a view to retaining clientele of the Fire Insurance segment. Currently, Ethniki Insurance telephone services – provided by the Contact Center – have increased by 100% with regard to daily productivity and human resources (vis-à-vis August 2009). In addition, NBG is considering expanding the provision of services on a 24/7 basis and to include support for Health services. It is fair to say that the role of the Contact Center is substantial, not only with regard to the continuous upgrade of customer service provided to insured parties and business partners, but also with regard to the optimization of internal operations of Ethniki Insurance so as to achieve the best possible qualitative and quantitative results at Group level.

View of NBG’s Contact Center

NBGNBGNBG Contact CenterContact CenterContact Center


As part of its efforts to enhance infrastructures and align HR policies and As part of its efforts to enhance infrastructures and align HR policies and As part of its efforts to enhance infrastructures and align HR policies and procedures at Group level, the HR International Division promotes the procedures at Group level, the HR International Division promotes the procedures at Group level, the HR International Division promotes the incorporation and implementation of the new HR Operating Model in the incorporation and implementation of the new HR Operating Model in the incorporation and implementation of the new HR Operating Model in the Group’s banks in the Balkan countries.Group’s banks in the Balkan countries.Group’s banks in the Balkan countries.

It was decided that the specific model applied by UBB in the past years is also suitable for adoption in Banca Romaneasca, Vojvodjanska Banka and Stopanska Banka due to the numerical strength of their HR Divisions. Accordingly, on 7 March 2012 the Heads of the HR Divisions of the said subsidiaries, Ms Catalina Toma, Natalija Marko and Nikolina Milanova, respectively, participated in a meeting held in Athens. In addition, Ms Emilia Ivanova, Head of UBB HR was invited to attend the meeting and, along with Anna Getsova, Unit Manager, presented the HR Operating Model to the Heads of the other Banks. This HR Operating Model constitutes an updated version of the initial model launched by the academic D. Ulrich in the late 1990s. It provides for the adoption of three operational units/centers whose common goal is to serve the company’s strategic business goals as efficiently as possible. Specifically: The HR Excellence Centre, which is responsible for the design of HR policies, procedures and tools

The HR Service Centre, which has undertaken the administrative operations of the Division, such as the maintenance of personnel files, IT support of the Unit, management of payrolls and benefits etc

The HR Business Partners Centre, which supports and ensures the application of the policies and procedures developed by the HR Excellence Centre, operates as an internal advisor for the management team and supports the staff as a whole, thus providing resolutions for any HR management problems that may arise

In other words, the Excellence Centre is the “brains”, the Service Centre is the “hands” and the Business Partners centre is the “eyes, ears and mouth” of the HR Division. Special note was made of the role of the Business Partner, and the knowledge and skills that he needs to possess in order to meet the growing demands of the role. During the workshop, UBB officers answered questions concerning difficulties that may arise within the context of HR Operating Model implementation. HR International Division officers met with the HR Heads of Banca Romaneasca, Vojvodjanska Banka and Stopanska banka on a one-to-one basis to discuss at length the implementation schedule of the new Model and the action plan adopted by each subsidiary. The said event, attended by the Head of NBG Group Human Resources, Mr Andreas Vranas, made a very positive contribution to the enhancement of relations among the Heads of regional HR Divisions who participated and underscored the systematic guidance and support provided by the HR International Division to NBG’s international subsidiaries abroad on HR issues of strategic importance for the Group as a whole.

HR International Division

HR Operating ModelHR Operating ModelHR Operating Model


Our aim is to add value!Our aim is to add value!Our aim is to add value! The Banca Romaneasca HR team combines in a harmonious and effective way the youth and enthusiasm of young people with the expertise and accumulated knowledge of their more experienced colleagues. This is precisely what makes the HR team dynamic and effective. In its interaction with BROM’s business units and support divisions, the HR team is always concerned to enhance the quality of the services delivered and to make a real contribution to the overall business results of the organization. Thanks to the efforts and dedication of the entire team, specific HR projects aiming at fostering business growth as well as further enhancement of organizational culture were designed and implemented. To ensure success, the projects focus on enhancing employees’ competencies as required by the challenging business environment, boosting the quality of new recruits and the quality of training delivered to employees, and introducing new models, tools and practices. Accordingly, the ongoing HR projects and enhancement endeavours will create the organizational synergies needed to foster strong performance throughout the business. In a market where the products and services offered by banks are more and more alike, clients are mostly interested in developing business relations with banks that offer them the best customer service—this being where the difference lies. In line with a core NBG value—“the customer comes first”—and using the learning from the market, one of our key projects in 2011 consisted in an internal client satisfaction survey, followed by the identification of a set of measures (in the areas of communication, building cooperation, customer attitude and operational workflows) aimed at improving cooperation between front and back office. The project is currently underway. The anticipated impact of this project on business is: higher job satisfaction due to better cooperation between HO and Network staff, resulting in

higher efficiency of staff; reinforcement of NBG and BROM corporate values, which will further enhance organizational

culture. Another project involved the use of coaching as a development tool for branch managers in order to enhance their managerial skills, i.e. their abilities to manage, develop and motivate their team, thereby enhancing business performance and working relationships in branches.

Meet the HR Team ofMeet the HR Team ofMeet the HR Team of

Banca Romaneasca


Banca Romaneasca

The HR team at Banca Romaneasca

This was implemented as a pilot program delivered in 2011 in the form of individual coaching programs via phone (three-month period, twice a month for 15-30-minute sessions), delivered by an HR specialist certified by the ICF (International Coaching Federation). In light of the success of the pilot program, the HR Division intends to deliver this program in 2012 as well. Fostering the development of talented employees by means of effective retention and individual development plans, and maximizing the use of technology in training activities (extensive use of the e-learning platform), are also key areas on which the HR team is focusing. Other HR projects have been set in motion to ensure compliance of BROM’s HR regulations with the local regulatory framework and with that of NBG. 2012 will pose new challenges for the HR team due to the implementation of 2 projects meant to align and integrate the HR function in Romania and into the NBG Group HR operating model: SAP HCM implementation and HR Division new organizational model. Both projects will significantly contribute to enhancing HR value in Banca Romaneasca. These are just some examples of the way in which the HR Team in Banca Romaneasca demonstrate their belief in becoming an ever more valued Business Partner and living up to their motto:

Our aim is to add value!


Within the context of its ongoing business operations and in line with its commitment to corporate and environmental responsibility issues in particular, NBG voluntarily participates in Greek and international environmental bodies, indices and organizations (Greek CSR Network, “Bravo” awards, EIRIS, FTSE4Good, NYSE-Euronext, etc). Our Bank’s participation in these initiatives aims at promoting sustainable growth and disclosing its corporate details to all stakeholders (investors and shareholders, customers, employees, NGOs, business and regional communities, suppliers, media, state authorities and institutional bodies). To this end, the Bank discloses its environmental actions via the independent not-for-profit organization “Carbon Disclosure Project”.

The Carbon Disclosure Project is a not-for-profit organization registered in the UK, which was established in 2000 and represents more than 655 international investors that manage capital totalling some 78 trillion dollars. It is an internationally recognized environmental rating agency working to minimize greenhouse gas emissions and foster sustainable water use by business and cities at the global level. The CDP has developed a flexible database in which 3,000 businesses, bodies and cities record data related to their environmental performance. This database has become the largest source of information available to major institutional investors, shareholders, companies, rating bodies, brokers, governments and city authorities; it includes corporate data related to greenhouse gas emissions, and thus enables recording, disclosure and management of environmental information and actions. The CDP rates the accountability of such businesses and

bodies so as to develop specific environmental indices.

These indices incorporate all the available data on energy

consumption, corporate governance, information on the

management and incorporation of the possible impact

of climate change on firms’ key business activities as well

as data on the policy and broader strategy implemented

by businesses and bodies on environmental issues.

NBG’s Participation in the Carbon Disclosure ProjectNBG’s Participation in the Carbon Disclosure ProjectNBG’s Participation in the Carbon Disclosure Project

Corporate Social Responsibility


The evaluation of each business or body that participates in the CDP is carried out on the basis of a percentage scale and reflects the fullness of their responses (depth and extent) to the following issues:

Information concerning actions related to climate change The adoption of measures designed to reduce greenhouse gases The degree to which environmental risks are incorporated The use of external accreditation agencies for verifying the related data

Businesses which record and monitor environmental risks on a regular basis achieve better results in strategic management of the related issues. Consequently, the disclosure of the results of specific practices and applications by the pioneers in each sector of business activity enables faster identification of areas that need special attention and further work, and at the same time encourages the adoption of best practices, thereby highlighting opportunities that arise from the development of “sustainable” products and services. For further information on “Carbon Disclosure Project”, visit the organization’s website at http://www.cdproject.net

Evaluation of NBG by the Carbon Disclosure Project NBG was the first Greek bank to take part in the CDP rating process (since 2007) and has participated without interruption ever since. It is the only bank that discloses its responses to the public. In 2010, NBG scored 44 points in the CDP rating process, with the maximum rating in the credit sector worldwide being 93 points. It is worth noting that the Greek bank that ranks second place, and has participated in this process since 2009, received 24 points. The third Greek bank to sign up for the CDP joined in 2010. Within the context of this initiative, NBG provides, on annual basis, information relating to the consumption of natural resources during the course of its operations, data relating to its environmental policy, and the strategy implemented with regard to the management of risks and opportunities that arise due to the incorporation of environmental parameters in its business activities. Filling out the necessary data and environmental indices in the CDP questionnaire is a process that requires team work and involves a significant number of NBG Divisions. The data provided by the Units involved are collected, processed and recorded in the CDP’s electronic database by the CSR Subdivision of the Bank’s BoD Secretariat and Shareholder Services Division. Accordingly, the Bank pursues its communication channels with all its stakeholders, providing them with the data gathered on its environmental responsibility actions. In addition, it is able to draw on an internationally recognized database that also provides comparative rankings of similar businesses and is updated on an ongoing basis on best practices in the field.

BoD Secretariat & Shareholder Services Division


In 2011, the 170th anniversary of NBG, the Historical Archive published this study of Alexandros Zaimis by historian Niki Maroniti. This publication belongs to the series of studies emanating from the Archive’s research programme, which aims at showcasing both the pioneering role played by NBG in the banking and economic life of the country and the figures who, having served in the Bank, also played a leading role in the political affairs of Greece. This book examines in depth the life and career of Alexandros Zaimis whose work in Greek society and National Bank of Greece covered half a century, from 1880 to 1936. Originating from Kalavryta in the north Peloponnese, he served as Minister, Prime Minister, President of the Republic, High Commissioner of the Cretan State, and Governor of NBG in 1914-1920.

A key source for the writing of this book was the private archive of the Zaimis family, digital copies of which are held in the NBG Historical Archive, as well as original archival material held in the Historical Archive. The study of the political career of Zaimis gives rise to some fascinating parallels with our own times. For, apart from his work as Governor of NBG, he was the architect and head of coalition governments between rival political parties in the period 1926-1928. History, it may be observed, has an uncanny habit of repeating itself.

Niki Maroniti: Niki Maroniti: Niki Maroniti: Alexandros T. Zaimis. Aspects of Alexandros T. Zaimis. Aspects of Alexandros T. Zaimis. Aspects of a Multia Multia Multi---Faceted Life, 1855Faceted Life, 1855Faceted Life, 1855---1936 1936 1936 (in Greek)(in Greek)(in Greek)

NBG Historical Archive Research Programme, Athens 2011NBG Historical Archive Research Programme, Athens 2011NBG Historical Archive Research Programme, Athens 2011

NBG Historical Archive: Book presentation

Alexandros Zaimis. Painting by G. Iakovidis, 1932


François Crouzet, The Cyprus Conflict, 1946–1959 (Greek translation of:

Le Conflit de Chypre 1946–1959, Paris 2001)

Translated into Greek by Aristotelis Frydas MIET, Athens 2011, 1,183 pp. (2 vols.)

After the Second World War, the Carnegie Endowment for International Peace set up its European center for the study of specific local and regional conflicts in Europe. The Cyprus Conflict, 1946-1959 was published as part of the series of studies to result from this initiative. Crouzet’s study examines the period in which the Cypriot Greeks, coming into direct conflict with British interests, made their first bid to attain union with Greece, from the start of the anti-colonial movement at the end of the Second World War through to the agreements of Zurich and London in 1959, by which it was believed that the Cypriot question had been resolved. The study was assigned to the French historian François Crouzet, a neutral choice of commentator on these complicated events,

who has no direct connections with either Cyprus or Britain.

In this study, Crouzet is not concerned to analyze the Cypriot question as a purely international political problem involving the clash of power politics from various sides of greater or lesser strength. He attempts something quite different. Crouzet seeks to base his analysis of the Cyprus issue on the social and historical realities of the island, and to examine the post-war political problem in combination with an overall assessment, on the one hand, of the British administration and its handling of affairs and, on the other, of the ethnic pluralism that characterizes Cypriot society and that complicates the search for a solution. He also seeks to identify the “roots of the dispute”, by presenting a detailed historical overview of the issues. His analysis is backed by exhaustive documentation, deriving from printed sources that have entered the public domain only in recent years, the press (British, Greek, and Greek- and Turkish-Cypriot), and interviews (these are given particular emphasis by the author). Truly, Crouzet has demonstrated outstanding academic competence in the major undertaking of leading the multinational research team, handling the wealth of diverse information, and finally organizing all this into a definitive historical study that attempts to understand the perspectives of all sides involved. It should be noted that the Greek translator of the volumes, Ambassador Aristotelis Frydas (1922-2010), served as Greek consul in Cyprus in his early diplomatic career.

MIET: Book presentationMIET: Book presentationMIET: Book presentation


MIET: Book recommendationsMIET: Book recommendationsMIET: Book recommendations

Dimitris Papadimos, Traveller-Photographer Photographs 1943-1980

In Greek Texts by Matthildi Pyrli, Vassiliki Hatzigeorgiou,

Kostis Liontis, Heba Farid Athens (MIET) 2011, 567 pp.

with 626 b/w illustrations

History of Ancient Greek Society Greek translation from the German: “Griechische

Sozialgeschichte. Von der mykenischen bis zum Ausgang der klassischen Zeit”

by Fritz Gschnitzer Translated into Greek by Angelos Chaniotis

Athens (MIET) 2011, 557 pp

The Greek World after Alexander 323-30 BC Greek translation of Graham Shipley’s Study, first published in English in 2000. Translated into Greek by Margarita Zachariadou Athens (MIET) 2012, 808 pp. (Vols. 1 & 2) with 44 b/w illustrations, 9 maps and 8 tables

Philippos Iliou: Greek Bibliography of the 19th century, vol. 2: 1819-1832 In Greek Edited by Popi Polemi Athens (Benaki Museum & ELIA/MIET) 2011, 751 pp. First volume is included in CD format


Publication ID

Leading Ahead Newsletter for the employees of the NBG Group Editing and Layout: Nick Kanellopoulos, Fotini Skarlatou BoD Secretariat & Shareholder Services Division Internal Communications Eolou 93 (Megaro Mela), 2nd floor, Office 19, Athens 102 32 Tel.: +30 210-3342918, +30 210-3342919 Intended for internal distribution 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 access this publication On the Ιntranet at: http://ete/EsotEp/ On the Ιnternet at: Greek edition: www.nbg.gr/Ο Όμιλος/Ανακοινώσεις-Εκδόσεις English edition: www.nbg.gr/NBG Group/Press-Publications Please send us your views, topics you would like to see published or even an article written by you to: [email protected]

leading ahead - nbg · 2014-02-23 · this is the second issue of the new leading ahead, published...

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