2013 ANNUAL REPORT
TÜRK EKONOMİ BANKASI IN 2013
GENERAL OVERVIEW
TEB successfully closed the 2013 operating year with a pre-tax profit of
TL 699.2 million and a net profit of TL 535 million.
As of December 31st, 2013, TEB’s total assets had increased by 23% YoY and reached TL 53.4 billion. Loans, which are the most important indicator of TEB’s support to national economy and its customers, increased by 28% YoY to reach TL 38.1 billion, constituting 71% of TEB’s total assets. Among the total loans, constituting 71% of total assets, bank’s loans to SME’s, the engines of Turkish economy corresponded to 45.3% of the total.
The ratio of non-performing loans was 2.2% as a result of TEB’s cautious growth approach, which also pays attention to asset quality.
TEB’s total deposits increased by 19% during the year and reached 34.3 billion TL. In accordance with the Bank’s strategy of expanding its deposit base, TEB recorded a growth rate of 23% in personal deposits. Although deposits, with a 64% share in total liabilities, are TEB’s primary source of funding, TEB has decided to diversify its financial resources in line with changing market conditions and to offer alternative products to account holders. Accordingly, TEB offered domestic markets bank bonds with a nominal value of TL 1,264.4 million in 2013, with most of the bonds having a maturity of 1 year.
TEB recorded a net profit of TL 535 million in 2013, with an 11.5% return on equity. This strong performance was primarily due to the revenues generated from basic banking activities, as well as the Bank’s increasing operational efficiency.
With its shareholders’ equity having increased by 10% to TL 5.3 billion in 2013, TEB’s capital adequacy ratio, which is calculated according to Basel II standards, stood at 14.2% in the same period.
TEB’S POSITION IN THE SECTOR
TEB’s financial highlights, its market shares and the indicators regarding the developments in these market shares as of December 31st, 2013 and December 31st, 2012 are provided below.
In an evaluation conducted in 2013 based on the Bank’s balance sheet sizes in 2012,
In this period, TEB’s performance results, summarized above, indicate that the Bank completed 2013 with considerable success.
(TL million) |
31.12.2013 |
31.12.2012 |
||||
|---|---|---|---|---|---|---|
TEB |
Sector |
TEB’s Share (%) |
TEB |
Sector |
TEB’s Share (%) |
|
Total Assets |
53,409 |
1,732,419 |
3.08 |
43,532 |
1,370,739 |
3.18 |
Total Loans |
38,135 |
1,072,990 |
3.55 |
29,686 |
812,602 |
3.65 |
Total Deposits |
34,288 |
1,006,348 |
3.41 |
28,727 |
819,067 |
3.51 |
Number of Branches |
544 |
11,986 |
4.54 |
509 |
11,066 |
4.60 |
Number of Personnel |
10,001 |
214,263 |
4.67 |
9,288 |
201,474 |
4.61 |
Source (sect oral figures):December 2013 Monthly Bulletin, Banking Regulation and Supervision Agency |
||||||
AWARDS
CALL CENTER
Bronze medal at the Stevie Awards in the Call Center Management Team category
ADK
11TH GOLDEN SPIDER WEB AWARDS
TEB Children: Education, Golden Spider
TEB Practical Internet Branch: Internet Banking, 2nd Best Internet Branch
TEB Practical Internet Branch: Advergame, 2nd Best Website
Time Journey with TEB: Advergame, 3rd Best Website
TEB Children: Micro Website, 3rd Best Website
ÜniversiTEB Website: Micro Website, People’s Favorite
TEB Family Academy
2013 Stevie Awards, Customer Services, Innovation Category, Best Use of Technology
CepteTEB QR Code Application 2013
Products and Services
SME
Activation of Sleeping Customers – 2013
TEB SME Consultants– 2013, The European Business Network for Corporate Social Responsibility, Social Responsibility Award
TEB SME Banking Approach– 2013, Asian Banking & Finance, Turkey’s Best SME Bank
TEB Enterprise Banking– 2013, Financial World Innovation Awards, Innovation in Supporting Entrepreneurship Category
TEB Enterprise Banking – 2013, Turkish Innovation Week, Most Extensive SME and Enterprise Banking
CORPORATE BANKING
Innovative Financial Instrument, Sukuk Transaction 2013
TEB PRATIK HABERCI
Stevie International Business Awards (ABD)
Best B2B Product / Services of the Year, Bronze Stevie Award
TEB CEPPOS
Banking Technology Awards, Jury Special Honorable Mention
Retail Banking Marketing
TEB Family Academy, European CSR Awards, Effective Management Category
TEB Active Sales Channels Team, 2013 Stevie Awards, Award for Best Technology Using Sales Team
TEB CORPORATE BANKING GROUP
CORPORATE BANKING
TEB Corporate Banking serves large-scale national and international firms, groups and holding companies with annual turnover equal to or exceeding TL 50 million, offering them a wide array of products and services that also include the products and service capabilities of its partner, BNP Paribas.
The following areas are where TEB offers strong solutions with high added value to its customers in the Corporate Banking business line:
TEB deepens its relations with its customers through:
In 2013, TEB aimed to maintain the highest level of customer satisfaction by meeting its customers’ unique banking needs in continuously changing financial markets and in a fiercely competitive environment, and to strengthen its image as a strong and trustworthy bank in the field of Corporate Banking.
The Bank will continue to render service in line with its target to become “the first bank that comes to the minds of customers” in every required product in the field of corporate banking.
Having intensively focused on foreign trade since the 1980s, TEB is now a specialized bank that sets itself apart in the area of foreign trade finance, strengthened by the global presence of its partner, BNP Paribas.
BNP Paribas ranks among the top three banks in the world and as the first bank in Europe in foreign trade finance. BNP Paribas’ activities in 78 different countries and its Trade Centers, which operate in 100 locations in 64 countries; support TEB’s competitive strength in this area.
TEB, in cooperation with more than 2,000 correspondent banks, develops new relations in line with its customers’ needs. In 2013 TEB raised its market shares in various areas and created different solutions for a range of various needs in international trade.
TEB helps its customers access the markets in various countries in Asia, Middle East and Africa, which Turkey has been recently developing its trade relations with. To this end, the Bank has offered its customers special operational solutions, such as the Foreign Trade Legislation Hotline and Letter of Guarantee Preparation Service.
Furthermore, TEB is today able to confirm the letters of credit of more than 100 banks in 13 countries in Middle East and more than 175 banks in 45 countries in Africa. The Bank also offers methods and solutions that will minimize the risks in these new markets, which Turkish exporters have recently begun to conduct business with, and provides tailored financing solutions, such as letters of guarantee against counter guarantees and discounted export receivables.
TEB customers may easily transfer money to more than 180 countries
Aiming to meet its customers’ money transfer requirements in local currency to reflect the connections with their investments in different countries, TEB offers its customers the opportunity to send money to more than 180 foreign countries in 135 different currencies through its correspondent banks. Moreover, thanks to the special agreements that TEB has with its Euro and US$ correspondent banks, special prices are applied to FX transfers within Turkey. As such, the transactions of TEB customers transferring money in € or US$ terms within Turkey are completed on the same day as the value date and in a cost-efficient manner.
TEB becomes the first bank in Turkey to perform financial transactions with the Chinese Yuan
Within the framework of the agreement it signed with Bank of China, TEB offered its customers the opportunity to carry out financial transactions in Yuan terms. With this agreement, TEB customers may send and receive money from China and other countries through their Yuan accounts and carry out foreign trade transactions in Yuan terms. TEB is now able to mediate in onshore and offshore payments in Yuan terms through its cooperation with the Beijing and Hong Kong Branches of Bank of China Ltd.
The use of the Chinese Yuan, the official currency of China – the world’s largest exporter and ranked 2nd in terms of global trade volume – in foreign trade payments and foreign trade finance increased significantly in 2013. The Chinese Yuan became the second most widely used currency in global foreign trade finance, overtaking the Euro.
TEB mediates its customers’ import payments in Yuan terms and provides letters of credit for import. TEB is the first bank in Turkey to provide letters of credit and guarantee, and to carry out the related transactions in Yuan terms.
In 2014, TEB aims to expand the number of solutions that it provides to its customers, in line with the further growth in the use of the Chinese Yuan in international trade and foreign trade finance.
A 127% renewal in syndication loans
Despite the negative developments that have been observed since the end of the second quarter of 2013 in global financial markets, TEB renewed the matured syndication loan (which has a 1-year maturity) at a rollover rate of 127%. The loan, which is used to support exporters, was rolled over at an interest rate of Libor / Euribor + 0.75%and was one of the cheapest syndication loans provided by Turkish banks in 2013. This was an important reflection of TEB’s strong reputation in international markets. The syndication loan, which amounts to US$ 553 million, was provided with the participation of 26 banks.
A 10-year term resource provided by issuing bonds to international markets
In order to strengthen its capital adequacy ratio, TEB received subordinated debt with an early repayment option in 2013 by issuing bonds to international markets through BNP Paribas. These bonds, totaling € 125 million and US$ 65 million, have a 10-year maturity and TEB has an early repayment option at the end of a 5-year period. The loan was provided by issuing bonds.
TEB Trade Centers
As the first example in the Turkish banking industry, TEB’s Trade Center organization provides foreign trade financing and consultancy services. TEB Trade Centers are located in Istanbul, Bursa, Izmir, Ankara and Adana, which account for almost 70% of Turkish foreign trade volume.
Foreign trade finance models which best fit customers’ needs are developed through the expertise and wide correspondent network of TEB and BNP Paribas in the field of foreign trade finance, while appropriate solutions are offered in a rapid and cost-efficient manner by through the global Trade Center network of BNP Paribas in 100 different locations around the world.
TEB’s strength in export financing is also reflected to the data of the banking industry. According to sector data announced by the BRSA on September 30th, 2013, the share of export loans in total loan volume, excluding personal loans, stood at around 9% in the sector, while it is 20% in TEB.
As of September 30th, 2013, TEB was ranked first in the Turkish banking sector in terms of the share of export loans to the total loans excluding personal loans.
In terms of total export loans, TEB ranks 3rd in the sector on the basis of the total volume of export loans.
In 2013, TEB received more than 6% share from Turkey’s total foreign trade finance.
By developing solutions that are tailored to the commodities supplied as well as companies’ cash flows, the “restructured trade and commodity finance team” operating under TEB Trade Centers offers companies with innovative financing products that stand out in the sector, in addition to the more traditional financing methods.
Within the scope of supply chain financing solutions, TEB discounts the export receivables of Turkish industrial companies that export high volumes of goods to large purchasers. With the special financing product designed for this purpose, TEB provides liquidity to exporters and supports them with respect to risk management and optimization of the operating capital.
In addition to extending finance to hazelnut and tobacco producers, an area where the Bank has traditionally been strong, TEB has developed solutions, for financing commodities such as grain, vegetable and chemical oils, oil and its derivatives, synthetic rubber, plastic raw materials, chemical products, concentrated fruit and iron, copper and chrome ore. With the assistance of professionals in these areas, TEB restructures its customers’ financial needs from supply to the collection of revenues, both in the domestic market and in foreign trade.
A first in the sector from TEB - the commodity financing loan
With the completion of the necessary legal infrastructure, TEB began to offer licensed storage services at the beginning of 2013, thus restructuring the commodity financing loan.
TEB became the first bank in the sector to provide the first loan in return of product certificates that are based on the products stored in Turkey’s first private licensed storage room.
Training programs on foreign trade
As well as providing its customers with private consultancy services on foreign trade finance and international investments, TEB, in cooperation with sectoral and regional exporter associations, chambers of trade and industry, organized industrial zone directorates and similar organizations, holds foreign trade seminars (trade learning) and has applied training programs on foreign trade finance which are tailored to the needs of companies in various regions throughout Turkey. In 2013, the Bank provided training on foreign trade to the representatives of 23 different companies.
By holding seminars and conferences on foreign trade finance and investments abroad, TEB Trade Centers ensure that companies seeking to open up to world markets are able to access the latest information in these areas. A country seminar under the theme, “Africa Is Not So Far Away”, was held in Adana in 2013 in cooperation with the Adana Chamber of Industry (ADASO) and Foreign Economic Relations Board (DEIK). More than 150 company representatives participated in the seminar. The purpose of the seminar, which hosted presentations provided by senior officials from the Ministry of the Economy, Türk Eximbank and BNP Paribas, was to encourage Turkish exporters and investors to turn their attention to Africa. Information is provided in the seminar on the presence of BNP Paribas in 11 countries in Africa as well as TEB’s widespread correspondent bank network in the continent and the tailored solutions offered to exporters.
Following the country seminar on “How to Do Business in China?” held in November 2012, TEB joined forces in 2013 with the “Network Business Development Department”, which was established by our partner BNPP China and its subsidiary, Bank of Nanjing, in order to offer faster service to customers looking to conduct business or undertake investment in China.
TEB Trade Centers also serve those customers who have trade relations with China. Services such as consultancy and export-import financing are restructured under more favorable terms through cooperation between TEB and BNP Paribas.
A banking organization that fits customer preferences
In an environment where Turkey’s foreign trade is increasing day by day and Turkish companies are opening up to new markets every year, companies have begun to prefer banks which provide domestic and global trade consultancy services and offer a wide array of products for trade financing. Solutions which aim to reduce the risk in collections and payments, extend the cash cycle, maintain liquidity and to meet operating capital needs will stand out.
Although letters of credit, transactions against documents and letters of guarantee are the most widely used banking products when it comes to reducing the risks in collections and payments in international trade, nearly 75% of Turkey’s exports are carried out as open account. Therefore, export loan insurance is as important as the elimination of concerns in collections.
In order to respond to this need, TEB develops special financing solutions for export transactions, which fall under the scope of Türk Eximbank’s short- and mid-term export loan insurance and Coface export loan insurance. TEB aims to increase the volume of export loan insurances, and the volume of export financing that it provides in return for these insured receivables.
CASH MANAGEMENT
In 2013 TEB’s Cash Management Unit continued to develop innovative and customer-oriented services and products. Innovative practices in cash management were deemed worthy of many prestigious awards in the international platform in the finance and technology categories .
TEB takes justified pride from its recognition at the Stevie Awards within the scope of International Business Awards (IBA).With its new mobile product, TEB PRATIK HABERCI, TEB received the Bronze Stevie Award in the ‘Best B2B Product / Service of the Year’ category at the Stevie Awards, an organization where companies are evaluated based on their success and positive contributions to the social life.
Still the first and only system in its category in Turkey, CEPPOS is a mobile field collection system that adds the POS feature to mobile phones. With CEPPOS, TEB was deemed worthy of the Jury Special Awards at the Banking Technology Awards 2013. CEPPOS had won the Stevie award in 2012 as the best B2B product of the year.
In addition to these achievements in the area of mobile cash management, TEB was involved as a special integrator in the “E-INVOICE” practice, which was launched to support the e-government transformation process. TEB began to offer unique and special services to its customers through the e-INVOICE practice.
Cash management services for multinational customers
Through its Multinational Corporations Cash Management Sales Team, TEB Cash Management provides tailored solutions to its multinational customers while extending appropriate support to them in meeting their needs. In practice, TEB’s Solution Design and Implementation Team realizes sophisticated international solutions, while allowing customers to save time and ease their business burden by professionally monitoring projects.
In the area of cash management, TEB also develops international solutions in conjunction with BNP Paribas. In 2013, TEB Cash Management provided tailored services and solutions to multinational corporations and a number of products and solutions for BNP Paribas’ global customers. With these products and solutions, customers can establish control and increase efficiency in national and international payment and collection processes, in connection with their existing or planned activities in Turkey. TEB will continue to offer products and services to international customers looking for a single global solution partner in their worldwide subsidiaries with products and services that are fully integrated with the global cash management system of BNP Paribas.
Multinational Corporations Desk
Türk Ekonomi Bankası (TEB), in conjunction with its strategic partner BNP Paribas – with its commanding and effective position in the international world of finance – provides high-quality and niche services to multinational companies in Turkey and abroad.
In 2006, TEB was the first bank in Turkey to set up the Multinational Corporations Desk. The Bank is closely acquainted with multinational corporations and sets itself apart with the range of services it offers which aim to meet their needs.
Besides its wide domestic branch network, TEB provides significant advantages and ease in conducting business with multinational corporations and Turkish companies operating abroad under BNP Paribas’s motto of “One Bank for Corporations in Europe and Beyond” with BNP Paribas, which serves 23 million customers through 190,000 employees in more than 7,000 branches and 90 Trade Centers in 78 countries.
Serving under TEB’s Corporate Banking Unit, the Multinational Corporations Desk aims to be the most preferred bank for multinational firms operating in Turkey.
Cross sales and synergy
In 2013, TEB Corporate Banking Department continued to offer the most suitable products to meet its customers’ needs under competitive and changing market conditions.
Besides the products offered within the scope of corporate banking, TEB’s settled corporate cross sales culture and methods which are actively used has paved the way for a steady increase in the Bank’s speed and capacity to respond to the needs of customers. One of the most important advantages provided by cross sales is that it supports the development of new products.
At TEB, cross sales and synergy and business development activities are carried out primarily in projects managed by Retail and Private Banking, SME Banking, and Enterprise and Agriculture Banking and are crowned with the cooperation between TEB and BNP Paribas.
Within this scope:
The synergy and strategic partnership between BNP Paribas and TEB evolve on two grounds:
Moreover, TEB and BNP Paribas make use of in-group synergy to offer the most suitable high-quality services to customers through their subsidiaries in Turkey:
TEB will continue to improve its corporate banking products and services, to expand its customer portfolio, and to have different approach with its innovative products.
TEB SME BANKING GROUP
Aiming to provide structural support to its customers’ efforts to develop by standing by the mat every juncture with innovative products and services that fit their changing expectations and requests, the TEB SME Banking Department maintained its financial success in 2013 by working with a broader customer mass through new products and services.
According to the data published by BRSA as of December 2013, the Bank commands a 6.19% market share in cash loans (SMEs) and a 9.79% market share in non-cash loans (SMEs).
One of the best three banks in the world
As indicated by the IFC (International Finance Cooperation) as one of the best three banks in the world in the category, “Offering Non-Financial Services to SMEs” in 2012, TEB sent guest speakers to the conferences held by IFC 2013, continuing to share the institution’s knowledge and experience in this area with banks in emerging markets.
In conferences held in Lebanon, India, the United Arab Emirates (Dubai), Mexico, Brazil and the Ivory Coast, TEB shared detailed information of how banks can support SMEs in their growth efforts. Again, under the IFC’s coordination, TEB held workshops with two banks from Oman and Georgia on how they may develop non-financial services in their countries.
Participation in IFC conferences was not the only way in which TEB sought to enhance worldwide awareness of its non-financial services. The bank also took part in the annual meeting of the general assembly of the Association of National Development Finance Institutions in Member Countries of the Islamic Development Bank in Tajikistan, where it made a presentation to a large audience on what needs to be done to serve as a consultant bank for small- and medium-sized enterprises.
Similarly, TEB exchanges know-how with BNP Paribas. In this context, TEB conducted comprehensive workshops with BNP Paribas Poland.
Cooperation with governmental institutions
As the consultant bank of SMEs, TEB attaches importance and priority to cooperation with state institutions for SMEs.
On November 5th, 2013, TEB signed a Co-Finance Loan Program protocol with KOSGEB (Small and Medium Enterprises Development Organization) in order to facilitate enterprises
The protocol in question applies to such enterprises that applied for the SME Project Support Program, Thematic Project Support Program, Cooperation-Collaboration Support Program, R&D Innovations and Industry Applications Support Program and Entrepreneurship Support Programs in 2013 and which had been deemed by KOSGEB as being eligible for support. Thanks to this protocol, enterprises whose projects are approved by KOSGEB may apply to TEB for the Co-Finance Loan on their request.
Another protocol was signed with KOSGEB for the launch of the Reyhanlı District Emergency Support Loan. Through this package, TEB extends financial support at advantageous terms to enterprises to have certified their situation following the two separate terror attacks carried out in the district of Reyhanlı near the Syrian border with Hatay on May 11th, 2013.
Within the framework of the 2B law, TEB designed and began to offer special 2B Loans to its customers in the SME, Enterprise and Agriculture Banking segments with the purpose of informing its customers of the loans and to meet their loan needs.
Loan campaigns
Through a series of loan campaigns carried out during 2013, TEB continued to meet its customers’ cash needs under advantageous terms. The Bank offered its customers low interest commercial loans repayable with up to 36 monthly installments through the following campaigns: Nefes Aldıran Kredi (The ‘Breather’ Loan) for the SME segment, and the Dükkana Şenlik Kredisi (Festivals for Stores Loan) and the Bahar Şenliği (Spring Festival) for the enterprise segment.
The innovative work performed by TEB is aimed at offering banking services more practically and under more feasible conditions.
TEB Pratik Haberci
TEB Pratik Haberci is a paid information service that allows customers to monitor their banking transactions and receive all important information via SMS or e-mail.
This service, which was launched in 2013, important information regarding payments, accounts and loans shared with customers, and provides convenience for cash management TEB Pratik Haberci is offered through the Small, Farmer, and Large Packages or the “Kendin Oluştur” (You Create) option.
TEB SME Support Packages
TEB SME Support Packages are cost control packages that allow customers to keep a view of their transaction expenses in a planned manner. Customers benefit from various price advantages that are specific to the transactions within the scope of the package. These advantages are determined based on the analysis of most frequently performed transactions in line with TEB’s customer-oriented approach. TEB SME Support Packages are offered in three different types: Support on Credit Package, Daily Support Package and Virtual Support Package
TEB SME Club
Aiming to help ease the day-to-day lives of SMEs by resolving their problems in the purchase and supply processes and to cut their purchase costs by up to 50%, the TEB SME Club platform continued to offer special advantages to customers in 2013.
The TEB SME Club expanded its business partner diversity with the participation of the companies, Ankara Patent, NMC (New Media Company), Safmarine and Markobi, offering SMEs discounts and special services in more sectors.
TEB SME Support Line
By means of the Incentive Information and Enterprise Banking lines that were added to the TEB SME Support Line in 2013, customers are now able to access solutions to their problems in these areas, free of charge.
Seeking to offer the best customer experience from any location
In all of the areas it serves its customers, TEB has implemented unique projects to offer the best customer experience.
In order to offer the most feasible solutions to customers, the Bank has launched a new system, where a customer’s banking history, recent transactions and issues they are not satisfied with can be monitored through every channel. Accordingly, customers are now able to receive the most effective services through any channel, including branches, the call center, the internet branch and ATMs.
www.alibaba.com
In 2013 TEB also joined forces with various organizations in order to ensure that its customers engage in foreign trade activities and/or increase their transaction volume in foreign trade. For instance, TEB entered into cooperation with www.alibaba.com, which is the world’s largest B2B e-trade portal with millions of corporate members from more than 240 countries. With such cooperation, TEB customers who are members of www.alibaba.com are offered the chance to introduce themselves to the entire world through a special webpage in the portal. TEB customers may switch to the Verified Member status at www.alibaba.com without any additional approval, while they are also given priority to in search engines on the website.
TEB SME Academy
In 2013 TEB SME Banking uninterruptedly continued to provide nonfinancial services.
Comprising of interactive workshop activities with respect to enterprise management, TEB SME Academy training sessions were held with the participation of 1,500 business figures in Osmaniye (Samsun), Ivedik (Ankara), IMES (Istanbul), Van and Uşak in 2013. TEB SME Academy training sessions have been provided in a total of 44 cities over an eight year period, and the total number of participants has reached 20,000.
TEB SME Meetings
TEB has engaged in the mission of adapting its consultant bank identity to all of the customer segments which it serves. Moreover, TEB has carried the experience it has gained through the TEB SME Academy into the public banking area and launched the TEB Public Meeting series in 2013. Through a series of TEB Public Meetings held in Manisa, Izmir and Bursa throughout 2013, the Bank established direct communication with 650 executives from 80 municipalities.
TEB Agriculture Meetings
The second of the TEB Agriculture Meetings, brings participants from agricultural sector, was held in Konya. Customers’ problems in the agricultural sector were discussed by specialists of the area, thus supporting the development of resolutions.
TEB SME TV
Broadcasting for 7 years, TEB SME TV continues to operate with the aim of addressing the lack of knowledge of SMEs through a digital environment. As the first internet TV channel in the banking industry, TEB SME TV kept its viewers informed of a whole range of topics in 2013, such as new business opportunities, marketing and sales activities, sector news and legislative changes that are closely related to commercial life.
In 2013, TEB SME TV was modernized in a number of areas and the website gained a more dynamic structure. For instance, members are now able to access the website through Facebook. With more than 6,000 special items, TEB SME TV reached more than 17 million visitors and 10 million viewers in total. In 2013, the number of visits to the website reached 20,000 per day and 4.5 million per year, while the number of members exceeded 137,000.
Serving SMEs with more competent human resources
Starting from the mission of becoming the consultant bank of SMEs, TEB SME Banking provided a unique long-term training program to its Customer Relations Managers (CRM), who are employed in branches to serve SME-Enterprise customers. With the SME Consultant Program, the number of CRMs participating in the Enterprise Experts Programs continued to increase. In 2013, a total of 75 completed their SME Consultant programs and 53 MIYs completed their Enterprise Specialist Training Programs, and began to provide support to customers in non-banking areas, such as marketing, sales and production. The program allowed a broader customer mass to be reached, while contributing positively to the business results of TEB and its customers through more effective risk management.
TEB SME Banking wins a total of 34 awards
TEB SME Banking was deemed worthy of a total of 34 awards in and outside Turkey, thanks to its successful products and services. TEB SME Banking won 6 prestigious awards in 2013 with 4 different products and services.
Within the framework of the European Business Awards in which 15,000 projects from 34 different countries competed, and followed by 1.5 years evaluation process, the TEB SME Consultants project received the winning award in the customer orientation category, while TEB was deemed as Europe’s best company of Europe in this area.
Other awards achieved by TEB SME Banking in 2013 are as follows:
TEB Enterprise Banking
In order to carry its achievements into the ‘entrepreneurship’ area and continue to offer the benefits that it has provided to the national economy in this segment, the TEB SME Banking Department established the Enterprise Banking segment on January 29th, 2013.
Within the scope of Enterprise Banking for entrepreneurs, TEB has redesigned its financial and non-financial products and services offered to SMEs, while employing specially trained customer representatives to understand the entrepreneurs.
The enterprise module was added to TEB’s loan supply processes which allows the Bank to offer entrepreneurs the opportunity to carry out banking transactions free-of-charge, as well as special financing options that also take customers’ ability to pay and payment maturities into account.
TEB Enterprise House
Operating on a 1,000 m2 plot of land in Ataşehir, Istanbul, and the TEB Enterprise House aims to support all entrepreneurs who say “I have a business idea” and to offer various solutions to them in the context of enterprise banking. The TEB Enterprise House is a consultancy center for enterprises with a 50 person capacity training hall and two meeting rooms. Also hosting the TEB Business Incubator, the TEB Enterprise House provides training and consultancy services through enterprise management consultants.
In the TEB Enterprise House, entrepreneurs receive consultancy and mentoring services in required fields and participate in training sessions which are provided free-of-charge. Located in the TEB Enterprise House, the Business Incubator offers a physical working environment to entrepreneurs. Entrepreneurs are provided with various IT facilities, such as PCs, software and the internet in the Business Incubator, along with additional services crucial for today’s budding entrepreneurs, such as Consultancy/Mentoring Services, Business Management Consultancy, Networking Support, Academic Support, Consultancy Support for Brand, Patent and Intellectual Certification and Financial Consultancy Services.
Aiming to provide a working environment to those entrepreneurs who carry out projects in such areas as e-business, IT and software, the Business Incubator has the capacity to serve nearly 50 entrepreneurs (25 entrepreneurs can use the center at all times, while the remaining 25 use it on a regular basis).
Activities throughout Turkey
The Bank carries out its efforts to widen all of the services offered by the TEB Enterprise House throughout Turkey. The TEB Enterprise House reached a total of 3,500 entrepreneurs through 76 training sessions and events by establishing cooperation with 22 organizations in 17 cities and offered 868 sessions of business management consultancy services to 483 entrepreneurs. A total of 550 entrepreneurs applied to benefit from the Business Incubator at the TEB Enterprise House. In 2013, 16 entrepreneurs graduated from the Business Incubator, which offered job opportunities to 38 entrepreneurs.
In 2013, TEB Enterprise House introduced entrepreneurs to angel investors and exhibited the projects of entrepreneurs at TEB’s booths in a number of events, including Turkish Exporters’ Assembly Innovation Week.
The TEB Enterprise House entered cooperation with our country’s reputable universities, including METU, Özyeğin University and ITU; and helped entrepreneurs at the TEB Business Incubator garner support for their projects from academics who are expert in technical issues.
The TEB Enterprise House began to work with 20,000 entrepreneurs and helped them realize their dreams by allocating credit limits amounting to nearly TL 180 million in 2013.
TEB GOLD BANKING
By concentrating on the products that raise customer loyalty, TEB Gold Banking attracted a considerable number of jewelers and individual investors throughout Turkey in 2013.
Gold prices fell by 27% in dollar terms in 2013 and by 12% in TL terms when compared to the beginning of the year. However, despite these circumstances, the sector notched up the best performance of the last 5 years, recording a 20% increase in gold and jewelry exports in US$ terms, and a 150% increase in volume terms in gold bullion, according to data provided by the Istanbul Gold Exchange.
The sector leader with a 40% market share
Striving to respond to the short- and long-term needs of the jewelry industry with the most appropriate solutions for 18 years, TEB raised its market share in gold loans from 35% at the beginning of 2013 to 40% by the end of the year, maintaining its leading position in the sector.
Having focused on jewelry manufacturers, wholesalers, exporters and retailers operating in the industry, TEB continued to sign protocols with the chambers and associations in the jewelry sector in order to reach a broad customer mass. TEB entered cooperation with the jewelry chambers of Istanbul, Izmir, Ankara, Adana, Antalya, Bursa and Gaziantep during 2013.
Developing special solutions for the financing needs of the jewelry industry through a range of products such as the Gold Loan, Gold Loan Payable by Installments, Gold/Diamond Collection System and Jewelry Package Insurance, TEB Gold Banking offers comprehensive products and services – such as Gold Drawing/Deposit Accounts, Silver Deposit Account, Damla Altın (Drop of Gold) Account and Type B Gold Fund – to those of its retail and corporate customers looking to save.
New Golden Age
In May 2013, TEB broke new ground in the sector by releasing its new TEB New Golden Age product to the market in order to recover gold savings that had hitherto been stowed under the mattresses into the registered Turkish economy. Within the scope of the new Golden Age, our customers may exchange their gold at contracted jewelers and automatically transfer the amount in grams to their gold accounts at TEB. With the launch of this product, TEB signed contracts with around 170 jewelers throughout Turkey and recorded a 15% increase in the number of TEB customers holding gold deposit accounts.
Having adopted its ‘consultant bank’ approach as a core principle, TEB not only develops financial solutions in the area of Gold Banking, but also offers non-financial services required by the jewelry industry. In 2013, TEB held meetings with the leading jewelers in Gaziantep, Kahramanmaraş, Nevşehir, Izmit, Karabük, Bolu and Antakya, where it shared information on the global gold markets and the jewelry industry in general.
the Izmir Chamber of Jewelers held a meeting In May 2013, under the topic of “The Future and the problems facing the jewelry industry and related solutions, as Turkey progresses towards its target for 2023” with the participation of nearly 60 NGOs related to the Turkish jewelry industry, TEB shared its expertise in the gold industry, reached broad masses.
TEB continued to support the sector in 2013 by sponsoring the 36th Istanbul Jewelry Show, the 5th Jewex Ring, Gold, Silver, Jewelry and Watch Fair in Izmir and the 9th Middle East Gold and Jewelry Fair in Gaziantep.
TEB AGRILCULTURAL BANKING
As one of the sector’s major banks in the sector in the area of agricultural banking, TEB continued to break new ground by expanding its credit and client portfolio in 2013. According to BRSA data, the total volume of agricultural loans in the sector reached TL 37,790 million, while TEB reached TL 1.926 billion in agricultural loans, currently commanding a 5.16% market share in this segment.
Allowing farmers to meet their cash and shopping needs in line with their cash flows, the “Harman Kart” was enriched with new features in 2013. By entering collaboration with related organizations in order to provide the inputs most required by farmers, TEB also expanded the facilities available to its customers in the agricultural segment. In cooperation with Shell, TEB continued to meet farmers in every village, while also injecting momentum to its promotional activities aimed at raising brand recognition at the local level.
Five TEB customers were rewarded with tractors in the drawing made within the scope of the campaign held in October and November, 2013 in order to encourage the use of the Harman Kart.
TEB increased the support it provides to farmers, by giving them the chance to access financial resources with low interest rates through the traditional “World Farmers Day” campaign.
TEB PUBLIC BANKING
TEB Public Banking remained one of the most important players in this area throughout 2013 by means of special products and services that it has designed based on the needs of local administrations.
TEB contributes to the faster implementation of infrastructure and superstructure investments. With its public banking TEB allows local administrations to have easy access to financial resources and TEB contributes to the faster implementation of infrastructure and superstructure investments Offering the first real-time/online collection service within the scope of cash management solutions, TEB enables citizens to fulfill their obligations against municipalities in faster and easier way.
In 2013, TEB Public Banking allocated credit limits amounting to nearly TL 1.1 billion for the investment projects of 318 municipalities and municipal subsidiaries working with the Bank.
Offering a wide range of services ranging from the collection of real estate tax to the collection of legal share accounts of the Bank of Provinces, the Bank reached almost TL 1 billion in collection volumes.
By making use of the channels such as TEB SME TV and TEB SME Academy, the Bank also began to generate new solutions for local administrations in a variety of areas, including budget management, where there currently a low level of awareness.
In TEB Public Meetings, the latest developments that are of close interest of local administrations and the progress of the Turkish municipal industry after the enactment of law no. 6360 were discussed. Moreover, the actions required to ensure effective budget management were discussed at a workshop entitled “Income and financing solutions for municipalities”. A total of 650 executives from 80 municipalities were brought together at the TEB Public Meetings, which were held in Manisa, Izmir and Bursa in 2013.
Participants provided extremely positive feedback to TEB Public Meetings, which have started to fill a significant gap in this area in Turkey.
TEB RETAIL AND PRIVATE BANKING GROUP
Retail Banking
A rich portfolio of credit products
TEB continued to respond to its customers’ financing needs through a range of unique alternatives in 2013.
For those chose TEB, our priority has been placed on the improvement of customer experience with respect to loan applications and processes, aiming to create alternatives in the use of new channels and to bring about a richer product portfolio.
In order to support urban transformation, TEB signed a protocol with the Ministry of Environment and Urbanization in February 2013. Within the scope of the protocol, the Bank began to provide housing loans to the owners in buildings deemed to be an earthquake risk and who were seeking assistance in carrying out the demolishing and rebuilding of their apartment buildings. Moreover, the Bank provided a new product – the 2B land purchase loan – to the owners of deforested land so that they could legally get such land registered.
TEB grew more rapidly than the market in personal loans in 2013.
Marifetli Hesap (Talented Account): Nearly 250,000 active customers
Having reached 249,000 active customers by the end of 2013, TEB’s primary saving product, the Talented Account, holds an important place in the Bank’s balance sheet.
A saving account, Fırsat Hesap (Opportunity Account) and an investment product, İkili Hesap (Double Account) were added to the Bank’s portfolio for top-tier customers in 2013, the Çekmece Hesap (Drawer Account) was added in TEB’s product portfolio in May 2013. This product allows customers to withdraw money before the maturity date due to changes in the withholding tax.
TEB serves its customers in the medium and upper segment through customer representatives who establish one-to-one communication with these customers, as well as the call center and a website specially designed for this segment. In 2013, the Bank continued to meet the needs of this segment through the TEB Star Platinum card.
In 2013, TEB began to send daily market reviews to its customers in the middle and upper tiers. Moreover, by joining forces with BNP Paribas, the Bank allows customers to open accounts outside Turkey and to withdraw cash free-of-charge with their bank cards from the ATMs of all BNP Paribas Group banks and other contracted banks.
TEB Family Academy
The TEB Family Academy is a financial literacy and access initiative implemented with the vision of providing a better future to millions of families. Within the scope of the initiative, a total of 105,000 individuals have been provided with financial literacy training, free-of-charge, since October 2012.
A number of projects carried out in 2013 through the TEB Family Academy initiative
The iPad version of www.tebcocuk.com that aims to teach the value of money and the importance of saving to children was launched in 2013.
TEB opened the first Family Academy House in Ankara on May 15th, 2013 while on May 22nd, 2013, TEB, in conjunction with the Financial Literacy and Access Association, held Turkey’s first Financial Literacy and Access Summit. Having brought ministers involved with the issue together with academics and the leading figures of the subject who are accepted as experts on domestic and international platforms, TEB aims to raise common awareness and to set an agenda on the topic.
As a result of the work jointly undertaken by TEB and Boğaziçi University in 2013, Turkey’s first Financial Literacy and Access Index. Announced to the public on the www.teb.com.tr website, the Index will be updated twice a year.
TEB became the first and only business partner of the Ministry of Family and Social Policies in the economics module within the scope of the AEP (Family Education Program).
In cooperation with the Ministry of National Education and UNICEF, TEB launched the “Social and Financial Education through Art” project, which will affect the future of 11 million elementary school pupils.
Rapid development in salary payments
TEB treats the customers it makes salary payments to as one of the driving forces of growth in the retail banking segment. The share of customers receiving salaries in the number of active customers rose to 32% in 2013.
TEB provides consultancy services to members of the BNP Paribas Group in different countries regarding salary payment segment. TEB’s target in the salary payment segment is to become the primary bank for customers in all banking products, i.e. the “most preferred bank that comes to the mind first”.
The “Sales Team That Makes Best Use of Technology” Award
TEB’s Active Sales Channels Team broke new ground in the industry by allowing the use of tablets in the credit card applications and was granted the “Sales Team That Makes Best Use of the Technology” Award” at the Stevie Awards 2013 contest.
As a result of the efforts undertaken for the standardization of sales processes, for the first time in the finance sector, a sales team independently found worthy of receiving the ISO 9001 quality certificate.
TEB’s target in the active sales channels is to deliver all banking services to customers and generate added value by performing multiple product sales.
Retail Sales Academy
TEB entered cooperation with Boğaziçi University, one of Turkey’s most highly reputed education institutions, in order to improve its Retail and Star Banking teams.
The doors TEB Retail Sales Academy were opened on July 26th, 2012. In the 1st step, all TEB Customer Representatives completed their 4-module training at the Retail Sales Academy in 2013. In the 2nd step, a total of 60 Customer Representatives, who were selected from among Retail and Star Banking teams due to their high performance and potential, participated in the Boğaziçi Certification Program. These 60 Customer Representatives completed this 6-module training program and became family consultants.
Through the Retail Sales Academy, TEB aims to:
Aiming to offer the best experience to its customers
TEB’s CRM teams carry out efforts to offer the right products and services to the customers in a timely manner through the channels of their preference.
By means of its new sales and service model project launched in 2013, TEB has further improved its customer-oriented communication strategy that is based on multichannel practices. This project was developed by using an integrated strategy and in a manner that it would allow all channels to communicate with each other in real-time. This model serves TEB’s following targets:
In addition, TEB has designed a geo-marketing infrastructure with the purpose of combining its analytical approaches with geographical practices. The Bank will also continue its efforts in 2014 to improve the infrastructure of its Social-CRM approaches, which would take customer relations management one step further.
Customer Interaction Center
Aiming to offer the exact solution at first sight
TEB’s Customer Interaction Center lays down the foundations of structural changes, which will lead the banking industry in years to come.
TEB’s primary target in customer experience is to offer exact solution at first sight.
Besides enabling diversity in its products and services, TEB, by investing in superior technologies, aims to create a unique customer experience.
Attaching great importance to education, TEB continuously invests in the personal development of its human resources. Successfully combining qualified customer representatives with technological innovations, the Bank is able to offer all banking transactions online, while positioning itself much closer to its customers through new service channels.
TEB Customer Interaction Center was rewarded in the “Best Management Team” category at Stevie Awards in 2013.
The TEB Customer Interaction Center serves about 2 million customers per year. In 2013, the Center:
In 2013, a series of projects were conducted to transform TEB Customer Interaction Center’s processes, operation model, efficiency cycle, human resources and technologies were transformed in accordance with the standards of BNP Paribas.
The Center’s voice response system was updated with simple, easy and user-friendly features, thanks to the use of new generation technologies. Similarly, the Center’s technical infrastructure was modernized with the latest technology.
In 2013, the TEB Customer Interaction Center raised its employee efficiency by 35% and sales revenues by 52%.
In 2014, TEB will:
PRIVATE BANKING SALES AND MARKETING
Growth in total assets and number of customers
TEB Private Banking increased its number of its customers by 17% in 2013 and its total asset volume by 26%.
Offering private banking services under Asset Management since 1989, TEB was the first bank in the sector to offer private banking and asset management services in real terms.
TEB’s ‘consultant bank’ approach, which is an integral part of its corporate identity, also provides guidance for the products and services offered within the scope of TEB Private Banking.
The Bank designs tailored solutions that will add value to its assets by determining the needs and expectations of its customers through its 10 Private Banking Centers and 16 In-Branch Service Locations throughout Turkey.
TEB Private Banking offers its customers one-to-one, personalized services through its Private Banking Customer Relations Manager.
With its finger on the pulse of the latest developments in global and Turkish markets, the Bank designs investment alternatives that best fit its customers’ assets and savings, while also offering performance monitoring and analysis through the Wealth Analysis Report service.
Private real estate service for private banking customers
TEB Private Banking also provides real estate services to its customers. The Bank directs customers looking to invest in private and commercial real estate in Turkey to consultants serving in this area. The Bank offers real estate solutions in the high-end segment in Turkey through Sotheby’s Turkey and in the commercial segment through Kuzey Batı Gayrimenkul – the Turkish partner of BNP Paribas Real Estate.
The Bank directs its customers’ global service requests to real estate consultants at BNP Paribas Wealth Management. The Bank also provides its customers with the opportunity to meet BNPP specialists to discuss charity donations. With a long track record of efforts in charity work, BNP Paribas commands a deserved reputation at the international level and was deemed worthy of the “Best Private Bank of Philanthropy” award by The Banker magazine in 2012.
TEB offers a wide array of products and services to its private banking customers under a single contract. As well as traditional banking products, this contract covers the products offered through BNP Paribas Wealth Management and TEB Asset Management.
New points of view for a private future
In line with its vision to create “new points of view for a private future”, TEB Private Banking aims to stand by its customers at all times of their lives. In this vein, the Bank provides support to a number of selective events in art, sport and finance. Attending as special guests in the photography and painting exhibitions, concerts and sports events held under TEB’s sponsorship, TEB’s private banking customers can conduct workshops with famous painters or the opportunity to meet world-renowned sportsmen and women as in the TEB BNP Paribas WTA Championships tournament, which has been held in Istanbul for three years under TEB’s sponsorship.
Private credit cards for private banking customers
TEB Private Banking customers have the opportunity to hold the TEB Special Platinum Card and the TEB Special World Signia Card, which is the most comprehensive and privileged card offered by the Bank under Master Card.
The comprehensive insurance policy offered through the TEB Special World Signia Card provides convenience and assurance while travelling; while the Priority Pass Card issued with the TEB Special World Signia Card allows cardholders to use business class lounges in a number of airports around the world. With its current feature of a 10% refund for each 100 TL/US$/Euros spent in restaurants and hotels in and outside Turkey, the TEB Special Signia Card is known as one of the most distinctive credit cards.
TEB Private iPad Application
Rewarded at BNP Paribas Innovation Awards, the TEB Private iPad Application – the first and only iPad application in Turkey – is a platform designed especially for private banking customers.
Thanks to this application, TEB private banking customers are able to instantly access market reviews and watch financial commentary video that is updated on a daily basis.
In December 2013, the “Face to Face with Your Customer Representative” feature allow customers to organize appointments online were added to the continuously updated TEB Private iPad application. Work is still under way to implement the video talk feature, which will allow customers to talk to TEB Private Banking representatives face-to-face.
TEB Private Angel Investment Platform
Launched in 2013, the TEB Private Angel Investment Platform brings TEB Private Banking customers and entrepreneurs together on the same platform.
The ‘angel investor’ concept, which has rapidly grown in importance since the Individual Participation Capital regulation entered effect in Turkey, is offered by the TEB Private Angel Investment Platform to TEB customers as an alternative investment instrument.
TEB offers private banking customers seeking to utilize their assets in areas other than ordinary financial instruments the chance to invest in unique areas, while also aiming to introduce new Turkish entrepreneurs to the national economy by raising capital for promising projects.
Support for Startup 2013
TEB Private Banking supported Startup 2013, a program that gives momentum to initiatives related to the internet, technology and the new world economy and introducing them to investors. The event, Startup 2013, was held under the main sponsorship of TEB Private Banking in Bursa, the heart of the Turkish automotive industry, on September 20th, 2013 and in Ankara on October 4th, 2013 with the participation of public officials and university students. These two events brought important players together with asset owners seeking invest opportunities.
In 2014, the TEB Private Angel Investment Platform will carry out its efforts on a different model in order to diversify the initial investment resources and to introduce investors to the potential investments in new and different industries.
CARD PAYMENT SYSTEMS
New advantages offered by TEB credit cardsIn the credit cards market, TEB:
At the end of 2013, TEB had:
The Bank launched the Euro Receipt Project in April 2013, reflecting all transactions in Euro terms to the credit card receipt. TEB is also integrated in the BKM (Interbank Card Center) Express Mobil Project, which was launched in June 2013. With this function, TEB customers are able to:
In early 2013, the Bank launched the TEB Mil program, which applies to all TEB credit cards. In the same context, the Bank began to provide free services to TEB’s top-tier card holders at Istanbul Sabiha Gökçen Airport domestic and international lounges.
The TEB Yıldız Priority Card – a member of MasterCard’s World Elite program that offers an array of privileges to card owners – was added to TEB’s credit card portfolio.
Thanks to its new product entitled “Marifetli Kredi Kartı” (Talented Credit Card), which was launched in April 2013, TEB is now able to issue credit cards to those customers who would not normally have been able to receive a credit card from any bank for various reasons. Also offered to foreign customers, this card rapidly began to make a difference in the sector.
TEB Total Cards reached a circulation of 278,000 and generated more than TL 1 billion in turnover, allowing card owners to save a total of 1,000,000 liters of fuel. Likewise, the number of TEB SHE Cards – a unique product in the sector – exceeded 130,000. TEB began to offer the TEB TOTAL, TEB SHE and bank cards to its customers in all of its branches within a period of 15 minutes, including the related allocation and printing processes.
The 1st Bank in terms of turnover per POS
As of December 2013, TEB was ranked 6th among 25 banks with TL 2.3 billion of turnover and a 6.15% market share in total POS turnover, while ranking 4th in terms of turnover per POS.
In the POS segment, which TEB’s entered in 2006, the Bank rapidly climbed to 6th place in the sector, while also succeeding in reducing its costs by 16% YoY and raising its revenues by 9% YoY. With a total annual transaction volume of TL 23 billion, TEB POS serves nearly 120,000 locations.
Innovations implemented by TEB POS in 2013 can be summarized as follows:
ALTERNATIVE DELIVERY CHANNELS
TEB turns technology into service
In 2013 TEB continued to invest in the alternative delivery channels that it has founded under the motto, “The Bank That Turns Technology Into Service,” and which had been determined as a strategic area.
In 2013, TEB invested a total of TL 40 million in ATMs. With this investment, the total number of TEB ATMs nationwide increased by 41% YoY to 1,477 in 2013. TEB renewed its ATM network by adding ATMs, where money can be deposited in and which are able to complete payments in coins.
A special version of CEPTETEB, TEB’s mobile banking practice, was designed especially for iPads after iPhone and Android-based devices. The new version is now available at the App Store. Other groundbreaking development, TEB became the first bank in the sector is to offer access to its internet branch by drawing the PIN. The CEPTETEB application was also rewarded at the BNP Paribas Group Innovation Contest.
80% of TEB customers using digital channels
TEB significantly expanded the use of digital banking channels in 2013, 80% of TEB customers started to use digital channels, while the internet banking user base expanded by 33% to 500,000 and internet customer penetration rate rise to 23.5%.
CEPTETEB was the most rapidly growing channel during 2013, reaching 120,000 active users. By means of the first financial application developed in Turkey for Google Glass, users are able to locate the nearest TEB branches and ATMs and keep a view of latest credit card campaigns by using the state-of-the-art version of this wearable technology.
My TEB Tree
By joining forces with the TEMA Foundation in 2013, TEB has taken a step for the environment on behalf of its internet banking customers. Offered as part of the TEB Internet Branch, My TEB Tree donates saplings based on the amount of O2 saved by the customer through the transactions they perform at the internet branch, rather than going to the branch.
TEB Pratik Haberci
The Bank offered special content sets to its retail, SME and corporate customers through TEB Pratik Haberci and launched the e-mail and SMS information service for accounts, payments, credit cards and investment products. TEB’s other initiative in 2013 was the opening of the Credit Card Internet Branch, accessible by credit card users by using their credit card numbers and passwords.
Growing transaction volumes in digital banking
In 2013, 53% of money deposit transactions, 82% of money drawing transactions, 72% of credit card payments, 69% of invoice payments and 82% of money transfers were performed through TEB’s digital banking channels. Moreover, 7% of the total product sales were realized through digital channels, while TEB continued to decrease its operating costs and expense/income ratio by moving all transactions performed through branches to the digital channels throughout 2013.
30 awards
TEB’s digital banking channels received a total of 30 awards both in Turkey and internationally in 2013. In 2013, TEB Children received the winning award in the Training category at the Golden Spider Web Awards and was deemed worthy of the Bronze Award at Kristal Elma (Crystal Apple). TEB’s Practical Stock Exchange practice was chosen as the Best Investment Practice in the Mobile Web Awards.
TEB in the social media
According to quarterly data published a social media analysis company, Social bakers, TEB was chosen as the Socially Devoted brand as it regularly replies its customers’ messages.
Keeping its Facebook wall open all times and establishing one-to-one communication with its customers through social media, TEB was deemed one of the “Top 50 Brands in Turkey to make best use of social media” by the magazine, Digital Age.
In 2014
In 2014, TEB will strive to implement business models which will allow customers to receive services through alternative distribution channels. To this end, TEB will continue to invest in the remote banking area and add all transactions performed through the internet branch to the range of services offered through CEPTETEB, TEB’s mobile banking practice.
Increasing effectiveness in banc assurance
TEB works with the following companies in various segments with respect to insurance and private pension products:
In 2013 TEB Bancassurance continued to provide services through TEB branches and alternative delivery channels, meeting its customers’ needs for insurance and private pension products. Moreover, by taking TEB’s ATMs as reference, efforts are under way to ensure that our customers can also access insurance products through this channel.
In the bancassurance channel, premium production in the life branch had grown by 31% YoY in the sector as of the end of December 2013, while premium production in the non-life branch grew by 21.2% YoY in the same period. As of December 2013, TEB Bancassurance had grown by 43% – in excess above sector average in the life branch, while growing almost in parallel with the sector in the non-life branch. In 2013, TEB captured a 3.24% market share in the number of private pension contracts.
Within the framework of the legislation on the Private Pension System that entered effect on January 1st, 2013, TEB Bancassurance began to offer new private pension products. The Bank also conducted various communication and marketing campaigns in an effort to inform current and potential customers of the government contribution practice in private pension and to allow them to make use of it.
TEB carried out marketing campaigns through its internet branch for its products, Kredi Kartım Güvende (My Credit Card Is Safe) and Eşya Sigortası (Personal Possession Insurance), in order to ensure effective use of alternative delivery channels for the insurance products.
Striving to be the most popular bank for customers
TEB began to take a number of steps aimed at setting the Bank apart in the areas of customer satisfaction and customer experience. The Bank has made significant strides in this direction in 2013 to become the most preferred bank for customers in a very short space of time through unique practices, projects and approaches.
TEB set up the “Customer Recommendation Score” system, which aims to improve service quality by continuously monitoring customer satisfaction with respect to ongoing projects and the transactions performed by customers.
This system has evolved into a systematic approach that continuously monitors, measures and reports the quality of services received by our customers from our call center and branches, and allows the Bank to take the necessary steps with respect to problem solving and improving service quality.
The primary target of this system is to ensure that the public have a positive perception of what is experienced by TEB’s Retail, Star, Private, and Enterprise and SME customers and that the Bank will remain at the side of its customers in the long term, in a wider range of areas.
The customer recommendation score, which is continuously measured in all segments in 2013, increased strongly by:
The Bank will continue its efforts in 2014 to improve the Customer Recommendation Score practice, which is the most critical factor in creating and maintaining a portfolio of loyal customers.
Rising success in communication with customers
In 2013, as in previous years, TEB aimed to raise customer satisfaction and loyalty by responding swiftly to messages submitted by its customers and by establishing rapid communication with them. The Bank also worked to raise customer satisfaction by resolving complaints which they had submitted through the branches.
The Bank noted all recommendations and complaints lodged by TEB customers for whom action could be taken and strived to resolve these complaints.
The Bank sensitively approached and swiftly responded to customer complaints forwarded through complaint sites and via social media.
www.sikayetvar.com is a website that publishes a Complaint Index report by monitoring the banks operating in Turkey in terms of how frequently they receive complaints and how rapidly they resolve them, as well as how satisfied customers are with the solutions offered. According to the report published by Şikayetendex, TEB was, in 2013:
TEB ASSET LIABILITY MANAGEMENT AND TREASURY GROUP
The focus of TEB’s Asset Liability Management and Treasury Department’s balance sheet management strategy is to ensure the effectiveness of asset liability management and to protect the Bank’s general liquidity.
The mission of TEB’s Asset Liability Management and Treasury Department is to ensure the effectiveness of asset liability management and to protect the Bank’s general liquidity. In order to provide better serve its customers, the Bank gathered conventional customer transactions under the Financial Markets Department, leaving the remaining balance sheet responsibility to the Asset Liability Management and Treasury Department.
The primary goal of the Asset Liability Management and Treasury Department is to manage the Bank’s interest, country, and structural FX and liquidity risks in its balance sheet in an optimal manner in order to maximize the Bank’s risk-free capital.
In 2013, the Asset Liability Management and Treasury Department:
The market leader in precious metal and effective transactions
TEB maintained its market leadership in 2013 in the precious metal and effective transactions. In interbank effective FX transactions, TEB attained a transaction volume of US$ 5 billion – the highest in the last 11 years - and signed new agreements with foreign banks.
TEB raised the volume of its domestic gold loans, reaching a 40% market share in this category. As a result of the competitive pricing policy pursued by TEB, gold deposits rose to their highest level in 2013.
Moreover, TEB successfully managed its liquidity and funding needs through gold loan agreements that it has entered into with foreign banks.
By keeping a close view of the monetary policy being applied by the Central Bank of Turkey and by using other data, Asset Liability Management and Treasury Department models account for various balance sheet items under the financial engineering approach. The Department also undertakes a variety of financial transactions in foreign and domestic markets ranging from repo-reverse repo transactions to complex derivatives transactions in accordance with appropriate legislation and regulations, and by taking the utmost care to follow the Bank’s traditional risk approach.
In 2013, effective liquidity and interest management contributed to TEB’s steady profitability. At the same time, TEB maintained its return on capital in parallel with expectations by taking market conditions into account in the management of securities available for sale and securities held to maturity.
Responding to the need to increase funding resources
Raising the diversity of funding resources will be crucial in the coming period. In line with this aim, TEB strengthened its cooperation with BNP Paribas. One of the Bank’s primary targets for 2014 is to expand its diversity with alternative funding resources.
Synergic cooperation with BNP Paribas
The cooperation between the Asset Liability Management and Treasury Departments of BNP Paribas and TEB continued in 2013. Through a series of regular meetings, a continuous exchange of information took place concerning a range of topics such as borrowing alternatives and, in particular, the modeling of required balance sheet products.
BNP Paribas’ effective business processes are adapted to TEB through IT front office projects which were launched in 2012 and had been largely completed by the end of 2013. TEB maintains such efforts in order to switch to a more effective structure in IT systems and the monitoring of market risks.
TEB Bank Bond
TEB issued 5 new bonds in 2013, making it a product preferred by customers. TEB will continue to issue a wider range of such bonds in 2014.
CORPORATE INVESTMENT BANKING GROUP
Growth in capital market transactions
TEB’s Corporate Investment Banking Department considerably expanded the scope of transactions that it performs in capital markets during 2013 without compromising its risk management principles. The Bank offered new solutions that would protect customers against risk, particularly in FX and interest derivatives transactions. The Group also developed new products which would ensure protection against price fluctuations in commodity markets.
Having combined TEB’s strength in domestic markets with BNPP’s expertise and experience in such fields as capital markets, restructured finance and consultancy, the Corporate Investment Banking Department boasts a structure capable of single-handedly meeting all companies’ needs in these areas. Corporate Investment Banking is integrated into TEB’s client lines and BNPP’s product lines.
Corporate Investment Banking primarily aims to create synergy by combining its local customer network with BNPP’s global product expertise. In 2013, TEB created new synergies and produced added value, particularly in the areas of financial markets, restructured finance and corporate finance.
A trusted brand
Besides providing companies with the opportunity to access international markets, the trustworthy cooperation between TEB and BNP Paribas offers companies the ability to compete in the international arena by benefiting from the ideal pricing and restructuring facilities of BNP Paribas. TEB today offers its corporate clients the ability to access the Bank’s entire corporate investment banking product range and brings its customers closer to international markets via BNP Paribas.
In November 2013, TEB was again the main sponsor of the Bonds, Loans and Sukuk Conference Turkey, which was held with the participation of Turkey’s largest companies and financial institutions. The conference was the strongest indication of the massive potential promised by Turkish capital markets and the interest they draw. Based on the projection that this trend would continue in 2014, TEB will continue to contribute to the Turkish economy by maintaining its leading position in the domestic capital markets.
Products in fixed-income securities
TEB Financial Markets continues to enhance its business model to offer the best products and services in line with the needs of TEB customers. New information technologies systems currently under development will provide customers with the opportunity to create their unique solutions in a safe environment in line with their needs.
In the area of financial markets, TEB undertook the necessary revisions to its internal regulations so as to ensure the right products could be offered to its customers, to enable them to use of solutions that best fit their expectations and risk appetite.
TEB continued to successfully conduct its duty as a market maker in Treasury auctions in 2013.
TEB SECURITIES SERVICES
A deeply rooted tradition of service
The TEB Securities Services Department entered service in 2007 as TEB became responsible for the settlement and custody services which had been provided by BNP Paribas in Turkey since the 1990s.
The TEB Securities Services Department serves its customers with a specialized team at the head office and as the Turkey branch of BNP Paribas Securities Services, which is Europe’s largest custody bank.
In addition to the settlement and custody services provided to foreign and domestic corporate investors, the department also develops capital market and banking solutions for
to meet their needs arising after their investment and funding decisions.
The TEB Securities Services Department offers:
Moreover, in 2013, TEB maintained its work on adapting services offered by BNP Paribas Securities Services to the global asset management and fund industry to the requirements of companies located in Turkey.
2013: A year full of achievements
In 2013 TEB attracted a number of new big-ticket customers, not only in settlement and custody services offered to foreign corporate investors, but also in collateral management and related bank account transactions. Furthermore, there was an increase in the transaction volumes of existing customers. To sum up, the TEB Securities Services Department demonstrated a higher performance than expected in 2013 in terms of securities under custody, transaction volumes and the revenue generated from these services.
After Fitch and Moody’s raised Turkey’s credit rating to investment grade, Turkey’s government bills and treasury bonds began to be used as collateral throughout the world, while TEB was preferred for custody and settlement management by major international institutions that accept these securities as collateral. Thanks to its superior electronic infrastructure, TEB Securities Services has played a key role in allowing foreign investors to rapidly access Borsa Istanbul in the most straightforward manner.
Along with the increasing importance attached to capital markets, TEB Securities Services almost completed the required legal arrangements in this area and will continue to grow in parallel with the ongoing ‘Istanbul Financial Center’ initiative.
With its pioneering and innovative approach and global point of view, TEB will continue to be a bank that is the first choice of those customers seeking something more than a “custody bank” can offer in 2014.
TEB HUMAN RESOURCES GROUP
Human Resources Policy
TEB’s Human Resources Group strives to:
With these practices, TEB Human Resources provides swift and effective support to all employees in all human resources related matters, while playing a key role in further raising the efficiency and performance of the TEB head office and the branches.
Recruitment
Recruitment in Numbers
At the end of 2013, the Bank had 10,000 employees on its payroll and a total of two head offices and 544 branches.
Of TEB’s employees, 62% are university graduates, 5.5% hold a master’s degree and 0.1% have a doctorate.
In 2013 TEB further strengthened its human resources by recruiting 2,410 new employees, 73% of who were field personnel.
Attaching great importance to the education and employment of young employees, TEB:
University Activities–SMarch Ideas Campus
Recruitment through the Social Media Channel
TEB Passport
The TEB Passport is a guide prepared to help recently hired employees get through their first days in TEB and adapt to the Bank much more rapidly. Containing the primary topics, TEB Passport is available through the Bank’s intranet portal.
Career Development
We carried out most management appointments from our in-house resources by focusing on the career development of our employees. In 2013, a total of 88 successful TEB employees had been promoted as managers.
By sharing all open positions within BNP Paribas and TEB Groups with all of our employees through the e-jobs practice, we allowed everyone to become informed of new career opportunities and apply for new positions under equal circumstances.
The In-House Career Opportunities Platform was launched in order to offer our employees various career paths within the TEB Group and prepare them for different duties and positions by enrolling them on rotation programs.
Comprising of people who are specialized in their areas, our Human Resources Job Opportunities team provides consultancy services to all TEB employees on the career topic, thus ensuring that employees are placed in the most suitable positions in line with their competencies and performances.
Mentorship Activities at TEB
TEB’s Mentor program aims self-development of employees within the Bank and the Group companies by benefiting from professional knowledge and experience of mentors. Within the framework of the TEB Mentor program, 230 mentors provided support to more than 500 TEB employees in 2012.
TEB continued the Mentor program in 2013, supporting the development of 87 employees.
Requests from Bank employees seeking to benefit from the TEB Mentor program, but whose needs could be met through channels other than mentorship, were covered through different methods (such as training, rotation and career interviews).
Competence Management and Competence Development Plans in 2013
In 2013, the follow-on development of employees who had demonstrated high potential and performance within the framework of the Competence Management processes was specially conducted through Competence Management, in conjunction with the employee’s manager.
Competence Development Plans
By means of online “Competence Development Forms” which are prepared for nearly 1,000 employees who offer high potential and who have demonstrated a high performance, we determine our employees’ strengths along with areas open for improvement, and provide them with consultancy on their career roadmaps in the future. Moreover, we apply an 18-month development program enriched with rotation, e-learning and in-class training programs, interactive workshops and experience sharing meetings. A competence development form is prepared by the individual together with their manager and the respective Human Resources representative.
The Bank continued to support globally talented individuals seeking to work abroad in line with their career targets.
TEB continued to offer its employees international career opportunities throughout 2013 as a member of the “Mobility Community”, a platform established between France, Belgium, Italy, Luxemburg and the UK which further allows for position changes within the BNP Paribas Group and where rules and policies concerning new assignments to be made within the Group are determined.
Annual celebrations for Talent Day on May 17th
Employees deemed to offer high potential who have demonstrated a high performance were brought together in the annual event and the Bank’s vision and common targets were shared with them. In the meeting held on the Talent Day, an open communication platform was established for these individuals within the framework of the theme, “Innovation for Changing Consumer Trends”. The meeting was attended by the senior management of TEB. Following a number of speeches by senior managers concerning the Bank’s vision and targets, the Bank’s CEO and Deputy CEOs fielded a question and answer session about TEB’s vision and targets, as well as the sector and expectations.
Pay and Social Benefits
At TEB, we pay our employees their net wages and salaries every month after the required legal deductions have been made. In addition to monthly wages, all employees may receive performance-based payments and sales premiums or performance bonuses. The annual average amount of performance-based payments made by TEB to our employees in 2013 was 1.8 times the average personnel salary who received such payments. Moreover, private vehicles and/or telephones may be provided to our employees in line with their duties and titles. All of our employees are covered by private health and life insurance policies. Our private health insurance policy also covers non-working spouses and children of employees. Moreover, our employees, at their sole discretion, may participate in our Bank’s Employer-Contributed Individual Pension System. Employees working at our head office benefit from our on premise restaurants and cafes, while we provide meal cards to our branch and regional employees. Personnel busses are provided to our employees working at the head office. The related provisions of the labor act on annual permits are applied by our Bank. Our Bank also offers social facilities for the use of all our employees and their relatives for social purposes.
The TEB Formation Academy in Saklıköy was opened for the service of our Bank in 2013 - not only as an education center, but also as a social and sports activity center, where our employees may relax with their families.
HR Solution Center
As a communication platform, the Human Resources Solution Center was established as the first reference point of questions and requests submitted by internal and external customers with respect to TEB’s HR practices. Aiming to respond to customers’ questions and requests rapidly and seamlessly and thus increase their satisfaction, the Center continued its activities in 2013.
Great Place to Work®
TEB Human Resources Department acts like a Change Management leader in the Bank’s strategic projects.
With the goal of creating the Most Ideal Workplace for its employees and to be the most popular bank in the sector for employees, TEB has taken a number of initiatives since it launched the “Great Place to Work” project at the end of 2012. To this end, the Bank conducted the “Great Place to Work” Survey at the end of 2013, which 84% of the banks employees contributed to the survey.
The survey score in 2013 exceeded the score in 2012, in what was deemed a real example of success by the consultants of ‘Great Place to Work’.
Voice of Employees Platform
In another groundbreaking development in the sector, TEB established the ‘Voice of Employees Platform’ of 600 employees representing all departments within the Bank. The platform is a successful and exemplary practice in the sector, which helps all TEB employees get involved in decision processes with respect to issues in their area of interest.
Communication Activities at TEB
TEB Employees Are Together
Events such as the “Photography Exhibition”, “Healthy Life” and “New Year Party”, etc. were held which allow employees of the Bank to spend enjoyable time together and discuss common issues.
TEB Bulletin
Published regularly every two months, the TEB Bulletin is a publication which includes all news related to TEB and current issues to TEB employees. TEB undertook the necessary work for the publication of the magazine in an electronic format.
Celebration of Special Days
Various activities were organized for employees to celebrate such special days as Teachers’ Day, New Year and holidays.
TEB Club
TEB Club continued to conduct various sport, hobbies, and art and entertainment activities with the aim of bringing employees together out of working hours. Some of the events held by TEB in 2013 were as follows:
Directors Summit
The regular annual review meeting was held in 2013 to inform managerial staff and share the senior management’s messages.
HR Bizbize Meetings
HR Bizbize Meetings were held with the participation of more than 1,700 people from all regions, groups and the field in order to stand closer to our employees and listen to what they say.
A breakfast with new employees
Breakfasts were organized at specific intervals in order to hear the initial impressions of recently hired employees.
BNP Paribas Communication Tools
BNPP’s internal magazine, Ambition, and the internet TV channel, Starlight, which serve about 200,000 BNPP employees in 78 countries, continued to be offered to TEB employees in Turkish in 2013. Moreover, news concerning TEB was also published on the Echonet – BNPP’s intranet site.
TEB Formation Academy in Saklıköy
The TEB Formation Academy began to provide training sessions in Saklıköy. As well as training, various sports and art event are held for TEB employees and their families at the TEB Formation Academy in Saklıköy.
Innovation at TEB
Highlighted as an example of innovation by the Gartner Group thanks to its continuous efforts in the field of innovation since 2007, TEB was deemed to have been the “Most Successful Bank in Innovation Management” for 4 years in succession by the European Financial Management Association (EFMA).
TEB continued to foster a culture of innovation in 2013 by offering innovative and creative products to its customers, and encouraging its employees and customers as well as university students and technological entrepreneurs to generate innovative and creative ideas through internal initiatives.
The 7th TEB SMarch Ideas Competition, one of the clearest reflections of TEB’s efforts in innovation, was held in 2013.
Helping the lives of its customers with a range of innovative and creative services, TEB deems innovation as one of the most important instruments in its strategy of making a difference.
A total of 10,200 projects were submitted to TEB in 2013 through the SMarch Ideas Competition. Our website at www.icatcikar.com which received applications for the competition attracted 171,000 visitors from 102 countries.
Ideas submitted by customers, university students, new graduates and young professionals were once again turned into products and services by TEB and offered to its customers.
The TEB Family Academy was one such measure which was implemented. The scheme provides information on the preparation and management of family budgets, keeping family expenses under control, the accurate management of debt, items that must be paid attention to when undertaking an investment, private pensions and the proper use of loans and credit cards. Another such innovative practice was TEB Pratik Haberci, which allows customers to instantly obtain information about all their accounts, credit cards and account activities.
Finalists in the contest were offered career opportunities at TEB, in addition to monetary prizes. A total of eight finalists joined the TEB family in 2013.
Kıvılcım Portal
We continued to receive ideas for innovative products and services from TEB employees through our in-house innovation portal, “Kıvılcım”, and maintained a close view of these ideas in order to ensure that they were put into practice.
Every week in 2013, we carried out a practice entitled “Idea of the Week” on a separate topic related to TEB’s targets in order to receive our employees’ opinions about such topics.
The annually held traditional in-house “Innovation” contest, which aims to raise employees’ awareness on innovation and creativity, encouraged TEB employees to work as a team with those from other departments to generate new ideas, promoting team spirit while fostering an enjoyable competitive environment where innovative projects competed together.
A total of 350 ideas from TEB employees for innovation and improvement were implemented through the Kıvılcım Portal, while efforts are still under way for another 60 ideas.
Traditional TEB SMarch Ideas Conference
The TEB SMarch Ideas Conference, an annual organization attended by TEB employees and customers, as well as globally known speakers, was held for the sixth time in 2013.
Themes
In the SMarch Ideas Conference, whose theme for 2013 was “Innovation for Changing Customer Trends”, some the industry’s leading representatives discussed the global developments in changing consumer trends, while awards were handed out to the most creative employees who submitted their ideas through the Kıvılcım Portal along with customers, university students and new graduates who ranked in the top three in the SMarch Ideas Competition.
Training at TEB
Knowing that the most distinctive characteristic in today’s financial services sector is “qualified and well-trained human resources”, TEB aims to support the personal and professional development of its employees in the most effective manner. Training sessions held for this purpose, as well as projects of development and change are conducted with in-house or external resources and topics such as “enabling internal customer service standards” of training centers are included within the scope of training activities.
In 2013, a variety of studies were performed on topics such as the effective use of our internal resources by expanding our team of internal instructors and by involving digital platforms in our training programs by keeping a close view of developing teaching technologies.
The following activities were carried out within the framework of TEB’s training and development strategies and targets during 2013:
E-learning training programs were prepared for the systemic applications of the new project. More comprehensive training sessions were provided to those people, who were selected as project representatives.
For employees who have changed their way of doing business within the scope of the project, separate role-based behavioral training sessions were prepared. The Bank also began to provide coaching training to team managing employees, to enable them to provide coaching services with a point of view that fits their new way of doing business.
In addition to classroom training programs:
In 2013, an average of 71 hours of training was provided to each employee, corresponding to a 15% increase compared to the average training provided in 2012.
Our New TEB Formation Academy: Saklıköy
Formerly located in Cumhuriyetköy, the TEB Formation Academy was moved to our new education facilities, where our employees can participate in multi-purpose training and development programs in a much more pleasant and efficient environment.
The TEB Formation Academy in Saklıköy was offered for the service of our Bank in 2013, not only as an education center, but also as a social and sports activity center, where our employees may spend time relaxing with their families.
BNPP Learning Tour
The BNPP Learning Tour was organized in Belgium in 2013 for the benefit of a select group of globally talented employees in TEB, BNL (Italy), BNP Paribas Fortis (Belgium) and BDDF (France),with the aim of improving their personal and professional competencies and to acquaint them more closely with the BNPP Group. Two young talented individuals from our Bank joined the program.