2019 ANNUAL REPORT
TÜRK EKONOMİ BANK’S PERFORMANCE IN 2019
Presented below is a summary of TEB’s shares of the banking industry’s basic indicators as of 31 December 2018 and 31 December 2019 together with information about changes in those shares.
Looking at the highlights of the Bank’s performance in 2019 as compared with that of 2018 we observe that:
(TL million) |
31.12.2019 |
||
|---|---|---|---|
TEB |
Industry |
TEB’s share (%) |
|
Total Assets |
107,350 |
4,491,708 |
2.39 |
Total Live Credits |
65,577 |
2,740, 019 |
2.39 |
Total Deposits |
72,194 |
2,687,518 |
2.69 |
Number of Branches |
471 |
11,374 |
4.14 |
Number of Employees |
8,954 |
204,626 |
4.38 |
Resource (for industry figures): BRSA’s December 2019 monthly bulletin
In 2019, TEB’s activities have been recognized and rewarded as always both in Turkey and abroad.
RETAIL BANKING |
||
|---|---|---|
AWARD |
CATEGORY/ RANKING |
PRODUCT / SERVICE |
Stevie International Business Awards |
Mobile Site & Application / Golden Award |
CEPTETEB Mobile App
|
Global Finance Best Consumer Digital Banks of Western Europe Awards |
Best Mobile Banking / Winner
|
CEPTETEB Mobile App
|
PRIVATE BANKING |
||
AWARD |
CATEGORY/ RANKING |
PRODUCT / SERVICE |
International Finance Awards 2019
|
Most Innovative Private Banking in Turkey
|
Private Banking |
World Finance 2019
|
Best Private Bank in Turkey
|
Private Banking |
Global Finance Best Private Bank Award 2019
|
Best Private Bank in Turkey
|
Private Banking |
CORPORATE BANKING |
||
AWARD |
CATEGORY/ RANKING |
PRODUCT / SERVICE |
Asian Banking & Finance Wholesale Banking Awards
|
Turkey Domestic Cash Management Bank of the Year |
Cash Management |
Stevie Internatonal Business Awards
|
Best New Product /Service / Bronze Stevie
|
Cash Management |
Euromoney
|
Global Cash Management Service Survey / Market Leaders/ Third Place
|
Cash Management |
HUMAN RESOURCES |
||
AWARD |
CATEGORY/ RANKING |
PRODUCT / SERVICE |
TOP EMPLOYER TURKEY 2019 / TOP EMPLOYER EUROPE 2019
|
Banking Category / Top Employer
|
Human Resources Practices |
Social Brands Data Analytics Awards2019
|
Bronze Award
|
TEB Career Social Media Accounts |
Medipol & Yenibiris HR Awards 2019
|
Best HR in Digitalization Award |
TEB Digital HR Applications |
BRAND AND COMMUNICATION |
||
AWARD |
CATEGORY/ RANKING |
PRODUCT / SERVICE |
Effie Awards
|
Banks and financial institutions / Bronze Award |
Marifetli Account / Everyone can save at TEB |
Sardis Awards
|
Positive Effect / Silver Sardis |
TEB Family Academy |
Sardis Awards
|
Integrated Communication / Silver Sardis
|
#ElAlemNeDer (#NoMatterWhatTheySay) |
Sardis Awards
|
Positive Social Impact section- Sustainability category / Silver Sardis
|
#ElAlemNeDer (#NoMatterWhatTheySay) |
Mixx Awards
|
Gender Equality Special Award |
#ElAlemNeDer (#NoMatterWhatTheySay) |
Mixx Awards
|
Online Commercials and Viral / Bronze |
#TenisBiziz (#WeAreTennis) |
Mixx Awards
|
Digital Marketing Through Influencer / Silver |
#TenisBiziz (#WeAreTennis) |
Mixx Awards
|
Real Time Interaction / Bronze |
#TenisBiziz (#WeAreTennis) |
Mixx Awards
|
Brand Awareness and Positioning / Silver |
#ElAlemNeDer (#NoMatterWhatTheySay) |
Direct Marketing Communication Awards |
Interactive Marketing Social Media Applications / First |
#TenisBiziz (#WeAreTennis) |
Direct Marketing Communication Awards |
(Special Category) Most Creative Direct Marketing Application / First |
#TenisBiziz (#WeAreTennis) |
Direct Marketing Communication Awards |
Interactive Marketing Social Media Applications / Second |
#ElAlemNeDer (#NoMatterWhatTheySay) |
PSM Awards
|
Customer Focus / Silver PSM |
TEB Practical Branch |
Google Success Story Award |
Google Success Story |
#BaşarınınCinsiyetiOlmaz (#SuccessHasNoGender) |
Supported by the synergy created by the global network of its shareholder BNP Paribas, TEB Corporate Banking offers high value-added products and services to medium- and large-scale domestic and international companies, conglomerates and holding companies with an annual turnover of TL 125 million and above.
In the corporate banking business line TEB serves in the areas of:
Long-term customer relationship management approach
TEB has 14 corporate branches in total, 7 of which are in İstanbul. The Bank tailors its privileged and high-quality services in line with its long-term customer relationship approach, and delivers them through its foreign trade centers staffed with experienced specialists and an organization specifically designed for multinational companies.
In 2019, TEB further reinforced its effectiveness in Corporate Banking, and fulfilled its customers’ diverse needs amid a constantly changing and highly competitive environment of financial markets and succeeded in maximizing customer satisfaction.
In a fast transforming world with new technological developments, TEB Corporate Banking Group is focused on sustaining customer experience and product quality at the highest level in accordance with changing customer expectations and needs. TEB continued its activities within its transformation projects in 2019 with the aim of providing a fast service for its customers’ daily transactions offering expertise services best suited to customers’ needs.
In line with its goal of being “the first bank that comes to mind of customers” in the corporate banking business line, TEB plans to continue its activities towards development of new products and services.
Multinationals Desk
TEB is the first bank in Turkey to set up a Multinationals Desk.
Since 2006, TEB has been servicing multinationals as well as Turkish firms with international operations, by providing significant advantages and convenience in line with with BNP Paribas’ “One Bank for Corporates” motto, calling upon the resources of its own extensive network of domestic branches in Turkey as well as those of BNP Paribas’ 202 thousand employees, over 30 million customers, and 100 trade centers all located in 72 countries.
TEB delivers the service quality and standard that global partners of multinationals receive from BNP Paribas at the maximum extent allowed by the local regulatory framework.
Through the Multinationals Desk of its corporate banking division with its specialized personnel in the headquarters and corporate branches, TEB seeks to be the main bank with which all multinationals with operations in Turkey prefer to work as almost 1,300 multinationals from 45 countries already do.
Tailored solutions in trade finance
Drawing on the support provided by the global service network of BNP Paribas, TEB has reached the position of a distinctive and specialized bank in foreign trade.
Among the world’s top three banks in foreign trade finance business, BNP Paribas ranks first in Europe.
BNP Paribas’ operations in 72 countries and Trade Centers active at more than 100 locations in over 60 countries sharpen TEB’s competitive edge in trade finance business. Thanks to its capability of delivering global services, the Bank provides tailored solutions such as foreign trade legal framework consultancy and preparation of letter of credit documentation.
Maintaining correspondent relationships with more than 1,100 banks located all over the world, TEB constantly seeks to expand this network in line with its customers’ needs. In addition to its strong correspondent network, TEB also enjoys the possibility to offer its customers competitive prices and maturity alternatives in foreign trade transactions using the network of BNP Paribas covering 72 countries.
Money transfer services at competitive costs
Through its correspondent network, TEB facilitates money transfer services for its customers that require transferring money in local currencies of different countries owing to their investments in such countries.
Facilitating cross-border money transfer in 135 different currencies to more than 180 countries, TEB also offers cash transfer services to customers who want to make bulk payments at competitive costs through its wide correspondent network.
Renewal of the syndication loan
TEB renewed its syndication loan in 2019 and provided resources at an amount of US Dollar 400 million. Syndication agreement has contributed to renew confidence in the strong Turkish banking system in international markets and has once again confirmed the strength of the financial system.
Through syndication loan entered into with the participation of 22 banks on 28 October 2019, TEB obtained a credit of Euro 306 million and US Dollar 61,5 million with a 367-day maturity. The loan will be used for general financing of foreign trade. Total cost of the Syndication Loan is Euribor+2.10% for EUR tranche and Libor+2.25% for US Dollar tranche.
TEB Foreign Trade Centers
Located in İstanbul, Bursa and İzmir, TEB Trade Center network providing foreign trade finance and foreign trade consultancy products and services is the first of its kind in the Turkish banking industry.
Deployed in three locations trade finance solutions suited to customers’ needs are tailored via benefitting from TEB’s and BNP Paribas’ trade finance expertise and extensive correspondent networks.
Distinctive products in export finance
One of Turkey’s pioneering and competent banks in trade finance, TEB’s strong position in export finance is verified by sectoral data. Retail loans excluded, loans used to finance exports comprise 17.1% of Bank’s performing loans portfolio.
TEB has 5.7% market share in export loans, which puts the Bank in the 7th place.
In terms of number of transactions, TEB mediated 7.1% of counter-guarantees provided to Turkey from overseas and 4.8% of export letters of credit.
Every TEB Trade Center employs a team whose members have expertise in “structured trade and commodity finance”. This team devises financing solutions that are specifically tailored according to the goods involved and customer cash flows. In this way, firms can be offered tailored products that go beyond the sector’s conventional financing methods.
TEB is adept in producing financing solutions for export commodities such as grains, edible oils, synthetic lubricants, plastic raw materials, chemicals, fruit concentrates and mineral ores such as iron, copper and chromium. TEB customers’ financing needs in both domestic and international markets in this area can be precisely addressed at every stage from initial procurement to final collection.
With its licensed warehousing activities which commenced in early 2013, TEB was the first bank to offer structured commodity financing credit in Turkey. The Bank has provided credit facilities by accepting product certificates as collateral issued against commodities being held in the first licensed warehouse in Turkey. In July 2017, the necessary infrastructure for borrowing against electronic product certificate (ELUS) has been finalized, and customers’ demands for financing began to be fulfilled.
Another solution TEB offers to exporters is rediscount credit opportunities the Central Bank of Turkey allocates to Turkish exporters.
Foreign trade trainings
TEB provides its customers with specialized consultancy services related to their foreign trade and investment activities. In addition, TEB also works with sectoral and regional exporters’ associations, chambers of commerce and industry, organized industrial zone directorates and similar organizations to provide practical foreign trade training and seminars on foreign trade issues that are designed to meet the particular needs of firms in different parts of the country.
Towards the end of 2019, Incoterms 2020 trainings and seminars has been concentrated upon. These trainings which drew great interest will continue in 2020.
Large corporates relationship management is conducted by a team at Headquarters within the Corporate Banking service network.
This structure is the extension of the model implemented by BNP Paribas International Retail Banking organization in various countries.
Beyond traditional banking transactions, such as working capital credits, cash flow and foreign trade transactions, of large corporate companieswhich were established and grew in Turkey and differentiated themselves in terms of revenue, geography and diversity of financial transactions, Global Relationship Managers are equipped for and in charge with handling the coordination of services to meet these companies’ strategic needs such as debt and equity capital markets, financial markets, project financing, mergers and acquisitions.
TEB Cash Management will continue its efforts in 2020 to be recognized as the first bank that comes to mind.
TEB has been awarded in a number of international competitions thanks to its constant improvements in innovative products in cash management.
TEB was granted the “Turkey’s Cash Management Bank of the Year” award for the sixth time in 2019, at one of the most prestigious award programs of international finance and banking world, Asian Banking & Finance. TEB received this award based on the opinions of judges from world’s top international consulting firms: KPMG, Deloitte Consulting and Ernst & Young Advisory.
TEB ranked as third in “Market Leaders” category in the Euromoney Global Cash Management Survey organized by Euromoney Magazine which is an influential publication in the world’s financial community.
TEB organized the fifth event of the TEB Cash Management Academy in 2019 with “sustainability in economy” theme which aims to share current developments and trends with its corporate customers. The event hosted a large number of participants and achieved a high level of satisfaction and included panel discussions on all aspects of economic sustainability particularly sales, collection and supply processes. TEB Corporate Banking Assistant General Manager Gülümser Özgün Henden who made a presentation at the event emphasized the fact that the way to create value in sustainability goes through innovation and new technologies and she suggested the companies to update their business models frequently by taking the changes into consideration. She also mentioned that the Banks’ influence area is to create awareness among its customers, to support innovation, to provide environment friendly financing solutions and achieve paperless banking by supporting digitalization.
Along with BNP Paribas, TEB provides special cash management solutions to global customers requiring a single global solution for all their subsidiaries around the world involving efficiency and control in their collection and payment processes. TEB will continue to offer products and services for its international customers which are fully integrated with BNP Paribas’ global cash management system in the following years.
Significant advantages and conveniences in cash management for multinationals
In partnership with BNP Paribas, TEB develops cash management implementations for its global customers requiring a single global solution for their operations that may be scattered all around the world.
In 2019, customers were presented many specially-designed products and solutions allowing them to achieve greater efficiency and control in the conduct of national and international payment and collection processes related to their existing or planned operations in Turkey. TEB will continue to deliver products and services that are fully integrated into BNP Paribas’ global cash management system to its multinational customers in the years to come.
Cross-selling activities through powerful synergy
With its cross-selling culture focused on “creating value for all of the stakeholders” strategy, Corporate Banking adopts a customer-oriented approach in its product and service processes.
In 2019, TEB continued to provide end-to-end solutions to corporates at all business lines, including their whole ecosystem with a holistic approach offering TEB Group’s range of financial and non-financial products and services.
TEB Corporate Banking aims to create value for its customers, primarily the ones who need investment banking products and services, by taking advantage of strong international network and product line of BNP Paribas Group. In order to achieve this goal, TEB Corporate Banking provides the following services:
In addition to the synergy developed with BNP Paribas, Corporate Banking conducts cross-selling and business development activities together with the Bank’s other business lines, in order to create value for corporates in all areas of their interests such as agricultural banking, consumer finance, housing finance projects, payment systems with card and POS services, solutions for dealers, corporate finance and salary agreements.
TEB’s domestic and international product and service variety stands out in its services provided through its affiliates as well:
Within the context of business development activities, major steps have been taken to develop customer base and collaborations with major non-governmental organizations, industry and trade exchanges have been realized.
Taking customer focus and customer satisfaction into consideration, joint business development activities were conducted with TEB Start-up Banking portfolio of start-up firms to provide support for corporate banking customers’ Industry 4.0 and digital transformation processes. Successful work was carried on to improve service quality and efficiency with cooperation developed with BNP Paribas and business partnerships experienced in their fields.
Additionally, Loans with Interest Support were continued to be offered to corporate customers to decrease finance cost of their investment projects, and R&D and environmental investments in cooperation with the Undersecretariat of Treasury.
Public Banking Department continued its operations in 2019 in order to expand the scope of business with the public sector and to increase cooperation areas. As a result of the activities carried out, low-cost funding resources have been made available to public institutions.
It is intended to meet public sector’s needs in foreign trade, structured trade finance, cash management, and alternative funding facilities with BNP Paribas’ industry expertise and support for longer term and lower-cost funding.
In 2019, efforts have been made to develop relationships with new public institutions and satisfy their banking needs, as well as to make alternative funding facilities more accessible for public institutions in accordance with their medium and long term strategies, primarily through capital markets.
TEB carries out its SME Banking activities under its “consultant banking” approach since 2005.
TEB constantly improves the products and services it offers to SMEs within the scope of SME Banking activities and assists them with diverse solutions introduced in various areas such as growth and competition that represent the biggest challenges for SMEs.
Keeping a close eye on the changes and developments in economy and technology as well, the Bank provides guidance to equip SMEs with alternative perspectives, and to help them better prepare for the future business and production life.
In the field of SME Banking, TEB is organized to cover separate business lines to offer specialized service to its customers that require different products and services of a different scale. In addition to SME and Agricultural Banking, the Bank provides solutions to its customers with specialized structures in Start-up, Gold and Municipality Banking and support them with information, training and network opportunities in non-financial areas.
TEB carries out activities to offer digital solutions for customers to adapt to the changing world with its digital transformation department structured under SME Banking.
Guidance for SME’s technological transformation
The progress in technology affects all sectors and digitalization of production and consumption processes modify the business conduct of all parties.
In the digitalization process where competition has acquired a whole new level, “value-added production” comes to the forefront, and it becomes critical that all businesses, big or small, adopt digitalization, and embed technology in their business conduct.
TEB carries out activities for helping the SMEs adjust to the digital transformation and for raising their awareness of this process. Focused on making a difference with financial and non-financial products and services, the Bank prepares the SMEs for the circumstances of the future, while working towards letting them get ahead of competition. In this context, TEB brought together Techno Start-ups under TİM-TEB Start-up Houses and chambers of commerce and connected SMEs with start-ups in a common platform through special events.
While providing SMEs competitive advantages in global arena by offering them opportunities to access domestic software and hardware solutions they need in technological transformation, TEB is also offering new partnership opportunities for start-ups.
TEB SME Banking will offer services with its new service model in 2020.
As the first bank in Turkey that comes to mind in SME Banking, TEB aims to provide service at appropriate level in correct segments while observing customer needs.
As the companies’ needs are getting diversified these days, the need for segmentation emerged. In its new structure, TEB segmented its customers in SME and SME Plus groups and updated its definition of SME.
Within the scope of its segmentation activities, customer representatives were supported with specific trainings suitable for their segments on cash management, foreign trade and financial markets. TEB aims to increase its contribution by providing advisory services for SMEs with its expert staff.
With this new strategic perspective, TEB offers services for companies with specific needs in a wide range of areas, from foreign trade to project financing, derivative instruments and supplier financing.
The Bank also re-designed its digital service model to include automatized credit processes with the purpose of providing faster daily banking services for small enterprises. This initiative will contribute to increase in customer number and customer satisfaction.
Financial assistant of our commercial customers CEPTETEB İŞTE is live.
TEB conducts activities focused on offering new digital experiences to facilitate its customers’ daily financial needs.
The Bank held discussions with more than 100 firms during the development phase. Based on the results of
workshops organized with the participation of TEB employees and firm representatives, the new digital platform CEPTETEB İŞTE was launched which is designed for commercial firms to facilitate their daily banking transactions.
CEPTETEB İŞTE is the only platform in the industry designed specifically for commercial customers with rich transaction functions, a welcome screen that gives a summary of customer’s products and daily financial status and with features such as a financial calendar and POS management.
The first platform launched specific to commercial customers CEPTETEB İŞTE received BNPP Global Award
CEPTETEB İŞTE made a difference in the industry and awarded with the first prize with the votes of participants at the IFS Rising Up event of BNPP among more than 40 projects in competition.
Corporate Internet Banking is being renewed
With CEPTETEB İŞTE, the new customer experience designed for mobile banking is planned to be transferred to Corporate Internet Banking. The Bank aims to update the Corporate Internet Banking to ease daily transactions of SMEs and increase their financial efficiencies.
Support for SMEs with CGF credits
TEB continued its support for SMEs who have difficulties in accessing finance and particularly in providing guarantees and became one of the leading private banks which intermediate in CGF credits in 2019.
During the year, manufacturing and exporting firms and investment credit requests were prioritized in CGF guaranteed credits provided for SMEs. In 2019, new products were added to the CGF credit product list as CGF SME VALUE, CGF COSME (in cooperation with Ministry of Treasury and Finance and European Investment Bank) and CGF ECONOMY VALUE which is indexed to inflation. With these new credit products, opportunities were provided for SMEs to access long-term credits with favorable interest rates without guarantees.
Special fee packages for SMEs
TEB continued to add new services to its innovative products specific to SMEs and offered 4 new fee packages for its customers’ use in 2019. SME’s were provided an opportunity to benefit from favorable banking transaction fees with Micro, Macro, POS and Foreign Trade fee packages without having to pay extra fees for certain expenses during the year.
Full support for export campaign
TEB SME Banking works in full force for a stronger economy and a stronger export performance. In this context, the Bank signed a partnership protocol with TİM to provide exporters with financing opportunities with favorable terms and commercial support. With this protocol, TİM member firms were able to benefit from favorable interest rates for foreign currency credits made available for exporters and favorable currency rates for their currency purchase and sale transactions.
In addition to providing financial support, TEB SME Banking contributes to increase exporters’ competitive strength in foreign markets through foreign trade trainings and free of charge advisory services in many areas delivered by its expert personnel.
TEB SME Consultancy Program
It is critical to provide guidance to the SMEs with respect to allocation of the funding they receive, as much as providing the financing they need when planning their resources.
TEB SME Consultancy Program which started in 2007 aims to equip branch customer representatives with additional skills to use towards the mission of being an SME consultant bank.
With the strategic perspective gained at this program, TEB customer representatives provide guidance to SME’s on their journey of sustainable growth.
TEB SME Consultancy training program is delivered in two phases, namely guidance and expertise. Customer representatives who complete these two phases provide services to offer solutions to various customer segments by specializing in a wide range of areas such as domestic sales marketing, foreign trade, production management, technology and agriculture. TEB SME Consultants family continued to grow with new graduates in 2019.
Continuing to boost the entrepreneurial ecosystem
TEB Start-up House model was developed to reach entrepreneurs all around the country, increase the number of tech start-ups, introduce their innovative business ideas to the economy and enable their healthy growth. The first house was launched in İstanbul in 2013 and the model was expanded all around Turkey with collaboration with Turkish Exporters Assembly (TİM).
With TİM-TEB Start-up House acceleration programs, start-up and scale-ups (Growth Stage) can get support on financing, access to public resources, offering their innovative services in both domestic and foreign platforms and growing their technology firms.
The project is Turkey’s most extensive and comprehensive start-up initiative with 8 different programs offered to entrepreneurs.
TİM-TEB Start-up Houses carry on providing specific programs for technology companies at different stages such as incubation, acceleration and development to support their sustainability and rapid growth, steering the ecosystem at the same time.
TEB is the only bank among the 30 implementing institution of TÜBİTAK’s BiGG Program
TEB has been accepting applications from entrepreneurs as the only private financial institution among the accredited enterprises under TÜBİTAK’s Young Enterprise (BİGG) Program. The Bank was one of the top enterprises to have intermediated the allocation of the highest amount of grants among 30 implementing institutions.
In 2019, 1,000 applications for technological business ideas were received from 64 cities in Turkey and the Bank supported entrepreneurs to turn these ideas into commercial structures and receive grants.
TEB listens to tech start-ups, brings together potential customers and investors.
In 2019, TEB Start-up Banking brought start-ups and corporates together and facilitating the initiation of cooperation between parties.
Start-up2Corporate meetings and activities enabled companies to follow up technological trends and reach new technology products and services while start-ups had the opportunity to reach target customers. In 2019, new companies leading their industries were included in the program and start-ups in the portfolio had the opportunity to discuss potential partnership possibilities with more than 50 corporate firms.
TİM TEB Start-up House is getting global rapidly!
TİM-TEB Start-up House is the first and only acceleration center from Turkey included in GAN
After opening an office in San Francisco, USA to facilitate global operations of start-ups, TİM-TEB Start-up House became the first and only acceleration center from Turkey which was included in Global Accelerator Network (GAN) with operations at 120 cities in 94 countries and which will give start-ups the opportunity to meet with more than 100 prestigious accelerator centers.
GAN partnership provided the opportunity for TİM-TEB Start-up House participants to be included in GAN Ventures Global Investment network with more than 10 thousand start-ups and network offers and support from other global acceleration services within this network.
Activities for the development of agricultural sector and meeting producers’ needs
TEB Agricultural Banking aims to stand by the producers with agricultural banking products which are aligned with the needs of the sector and producers, and designed according to the conditions and dynamics of agricultural production.
TEB Agricultural Banking continues to extend resources to support agricultural input finance as well as financing of investment projects for agricultural producers of all sizes and for producer organizations (associations, cooperatives and chambers) within the scope of its “consultant bank” mission.
TEB Agricultural Banking derives its competitive superiority from its long-term relationships with customers built on its specific financing types addressing different sub-production kinds, its expert team and strategic approach based on know-how.
Within this context, in 2019 collaboration was made with the agricultural chambers and development agencies of the areas and the problems of the regional agriculture and the solutions were discussed with all parties of agricultural production.
TEB continues its collaborations with various organizations to expand the use of “TEB Harman Kart” (TEB Harvest Card), which plays an important role in procuring essential inputs for farmers, with once-a-year payment term at harvest period and advantageous interest-free period. Through partnerships with industry leaders in the agricultural ecosystem during the year, manufacturers were supported by HARMAN POS and advantages were offered for their agricultural needs.
Additionally, TEB Agricultural Banking promoted its financial and non-financial products by attending domestic and international agricultural fairs and meeting with potential customers in 2019.
Technological solutions from TEB to ease farmers’ lives
With products and services in Agricultural Banking TEB continues to support Anatolia’s value, farmers. Operating with the mission of being the consultant of the farmer, TEB opened up its technological infrastructure for their use.
In this context, farmers can apply for Harman Card and TEB agricultural credits without coming to a branch via SMS.
TEB continues to create value in Turkish jewelry industry with its expertise in gold and jewelry, with its accessibility and experience through innovative products which make a difference in that industry.
Providing solutions for the needs of customers in jewelry industry for more than 20 years, TEB has been supporting this industry with financial and non-financial products with a market share of 22% based on BRSA’s December data.
TEB Gold Banking offered a solution to the payment and maturity problems in purchases of gold for both wholesale and retail jewelers with the “Milyem Card” product it developed.
TEB Gold Banking offers a comprehensive service with a range of products including current/time Gold Deposit Accounts, the Silver Deposit Account, Type B Gold Fund and the New Golden Age for individual and corporate customers wishing to make savings.
Besides the strength stemming from its market leadership position, TEB continued to maintain its close relationship with the jewelry industry by participating in the most critical gatherings of the sector as the main sponsor. In 2019, TEB continued its traditional support for the “Istanbul Jewelry Show” which is the world’s 5th biggest fair on jewelry.
Number of municipalities and their subsidiaries that we partnered up with reached 600,
TEB Public Banking continued to be one of the most significant players in this area in 2019 with its products and services developed specifically for the needs of local administration.
With Public Banking approach, we provided municipalities easy access to financing and contributed to more rapid infrastructural investments.
Providing the first online/real time collection service within the scope of its cash management solutions, TEB offered a faster and easier service for citizens to make their payments to municipalities.
In 2019, TEB Retail Banking continued to expand its customer base by offering innovative and digital products and services in line with its vision of being a ‘customer-oriented bank’.
The Bank continued its activities in line with its digital transformation strategies to improve and develop customer experience and focused on developing service channels, financial products and service models through the implemented projects.
TEB Retail Banking defined its priorities for 2019 as digital transformation applications, personal loans, Marifetli Account, new customer acquisition and increasing the number of active customers in each segment. In line with this, the Bank focused on increasing the efficiency of its service models by automation and optimization and carry customer satisfaction to a higher level.
Focus on customer satisfaction
With the vision and goal of being “The Most Recommended Bank” TEB continuously measures the customer experience and conducts its activities to perfect services provided to customers with design-oriented thought principles by putting people into focus.
With NPS (Net Promoter Score), TEB measures the experience of 240.000 customers annually asking about their experience and the level of recommending TEB to others upon their contact with TEB. With NPS and customer satisfaction surveys, “voice of customers” are analyzed by business units on a regular basis and improvements are made at the problem areas in customer experience as needed.
Number of contact points where TEB listens to the voice of customers increases continuously. The Bank carries on its technological investments in this context.
Solutions developed under the light of feedback from TEB customers resulted in more than doubling of customer satisfaction score which is monitored regularly since 2013. Improvement trend in transaction-based satisfaction score continued in 2019.
In 2019, a Customer Experience Management Model was designed as a result of a joint project with BNP Paribas International Banking Line. This model was extended to be used by both TEB and other international retail banks of BNP Paribas.
Customer Experience Orientation training is being delivered by TEB Customer Experience Team to new hired branch employees. In this context, customer focus, TEB customer experience methodology and customer satisfaction measurement structure is being transferred to all employees.
The Bank, continues its investments in CRM, big data, analytics and real time interaction technologies to better understand customer needs and offer customized solutions at the right time based on customer expectations.
With its innovative retail banking approach, TEB aims to reach more customers through more channels. In doing so, rather than creating physical connection with customers, it facilitates convenient, fast and secure access to all banking transactions through digital channels.
Within the scope of this goal, all TEB Retail Banking products and services reached all customer segments with access to banking services throughout the year with an effective communication approach.
During 2019, the Bank carried out effective, continuous and multi-channel communication activities in credit and deposit products and this contributed to new customer gains.
TEB, acts with a banking approach creating solutions and providing services at the same quality through all channels.
Fastest growing bank of the industry in 2019 with consumer credits increasing by 73% to reach 10 billion.
The Bank recorded a remarkable growth in consumer credits in line with the strategy defined at the beginning of the year by designing and implementing various strategic and tactical campaigns to increase its non-branch channels and new credit customers.
As the result of improvements made particularly in digital channels and call center and customized campaigns, share of non-branch channels in total production reached 50% in volume and 65 % in numbers.
With the credit campaign with “Welcome interest” designed to increase number of new customers, communication activities and consumer credits, the number of new customers exceeded 120 thousand.
Debt transfer and debt consolidation campaigns which started in mid-2019 and supported by communication channels were significant activities that contributed to consumer credit growth. With new improvements to be launched in 2020, TEB customers will be able to transfer their debts through digital channels without going to branches
TV advertising campaigns which are conducted in line with updated strategy and marketing actions throughout the year and which are updated continuously and consistently had significant contribution to be one of the most preferred banks in consumer credits.
With credit campaigns carried out at digital channels and effective marketing performance activities at digital media, number of customers using credit through digital channels increased by 3 times and number of credits used increased by 4 times in 2019.
TEB develops R&D projects with BNPP innovation platform on alternative credit evaluation techniques for those who do not have a credit note or have difficulties in accessing credit.
As a result of customer representatives in TEB branches reaching accurate target population determined by analytical CRM models with proper offers, campaign efficiency substantially increased.
Effective solutions for vehicle credits
One of the leading banks in vehicle financing, TEB continued to offer rapid solutions for vehicle credit needs in 2019 with a wide distributor network, contracted distributors and payment plans to meet customer needs.
Despite a stable market in automotive industry, TEB increased its market share to above 8.62% in 2019 and continued serving its customers.
TEB reached its contracted automobile distributors rapidly with its existing infrastructure and delivered its campaigns rapidly and accurately.
Marifetli Account: the most preferred savings account by the account holders
“Marifetli Account”, introduced by TEB to change Turkey’s savings habits, is a savings account with a daily term and provides account holders the flexibility of depositing or withdrawing cash at any time.
In 2019, with changing interest circumstances, Account holders showed more interest in Marifetli account and TL Marifetli Accounts grew by 59% in TEB savings accounts.
In 2019, Fırsat Account, which is a sub product of Marifetli Account for affluent and private segment customers was launched. This new product was offered as an alternative to our customers who want to receive interest income at favorable rates while using their money when they need and benefiting from market opportunities.
Marifetli Account communication emphasizing the importance of savings continued in 2019 and new savings account customers were gained to contribute to TEB’s liability structure.
Marifetli Account offered favorable interest rates to savings account holders with attractive campaigns throughout the year. Marifetli Account contributed to a significant increase in the number of first-time customers of TEB.
In 2019, TEB put its signature on another innovation and changed its campaign structure in its saving products similar to Marifetli Account introducing 30+30 campaign which is a first in the industry. Within the scope of this campaign, customers who started using Marifetli Account for the first time and who uses only 2 of the 4 products offered are given the opportunity to benefit from a second welcome period and receive an additional 0.50% interest.
Marifetli Account is good alternative for foreign currency deposit savings as well as for Turkish Lira. Marifetli Account allows for application of daily interest to USD, Euro and GBP accounts, thereof became a product preferred by savings account holders.
TEB FX Platform which was launched in 2018 offering customers favorable foreign exchange rates for sale and purchase transactions got richer with new features in 2019.
There has been an increase in single customer use and savings holders were given the opportunity to benefit from favorable interest rates for their daily foreign currency transactions.
Global Youth Account which is a sub product of Marifetli Account offers a lower limit of 100 TL/EUR/USD/GBP to encourage youngsters’ savings. By this account, youngsters earn income on savings of lower amounts and gain awareness on savings at an earlier age.
TEB took another step towards digitalization in 2019 and launched CEPTETEB MARİFETLİ ACCOUNT product. With this application, TEB customers can benefit from Marifetli Account features and interest rates via internet and mobile application.
TEB continued providing alternative products for deposit and savings account holders in 2019.
To increase Turkish Lira savings and to help increase attractiveness of TL, Inflation Indexed TL Based Time Deposit and TL Based Time Deposit Protected Against Inflation products were launched to protect customers’ deposits against inflation in a period of reduced interest rates.
Inflation Indexed TL Based Time Deposit account offers to make a choice of returns from either a fixed TL interest rate determined for a maturity period or an inflation premium calculated using the consumer price index at the end of the maturity period.
TL Based Time Deposit Protected Against Inflation product provides protection against inflation for the future period rather than giving a fixed TL interest return to savings account holders. This product offers a rate calculated as annual change in consumer price index + risk premium and protects the principal amount losing value against inflation. Maturity is 1 year and offers a choice of interest payment in three-month periods.
In 2019, in addition to alternative products offered to Retail and Affluent Banking customers the Bank continued to differentiate its services. While increasing the services for following up developments such as market notifications, Customer Gatherings, TEB continued to provide services with favorable costs for FX, DCD and Eurobond transactions through new platforms on the investment side.
As the basis of growth in Retail Banking, salary accounts constituted 33% of newly acquired customers in 2019.
TEB mediates salary payments of numerous large corporate and public sector institutions with the vision of being “the most preferred bank” in salary payments.
In 2019, special packages offered to customers with salary accounts are enriched with favorable credit terms, deposit rates and discount campaigns for a range of products and services from clothing to holidays organized through cooperation with various companies. Custom-tailored retention programs are developed for those customers whose salary agreements ended to allow them to make use of privileges TEB has to offer resulting in increased customer satisfaction.
Number of pension account holders increased by 122% compared to 2018.
TEB continued its operations with the goal of being the most preferred bank of pension account customers. The Bank offered customers who carry their pension accounts to TEB promotions amounting to TL 1,000 and as a result gained new customers and increased customer satisfaction.
To concentrate more on existing and new pension account customers, favorable rates for credits and special customer programs were implemented and with “Suggest a Retiree” campaign, advantages were offered to relatives and friends.
In customer satisfaction surveys, pension customers who receive services from TEB express their satisfaction from TEB and they were the first customer group that recommends TEB to their family and friends most.
Partnerships with various organizations and institutions to support new customer gain in 2019
In line with the goal of increasing the number of new customers, the Bank partnered up with management of apartments and building complexes and carried out activities for school payments and transferring parent accounts to TEB.
Products and services tailored for specific needs of different occupations
In 2019, TEB continued its close cooperation with different professional organizations or chambers such as the Bar, universities, veterinarians, dentists, pharmacists and chamber of medicine.
New partnership agreements were signed with various Bars in 2019. As of 2019 year-end TEB established partnerships with 22 Bars.
In accordance with the protocol signed with Turkish Pharmacists Association in 2018, TEB continued to offer special campaigns for pharmacists in 2019. With the special campaign for pharmacists, TEB offers a monthly contribution payment of TL 170 to pharmacists’ individual pension accounts (BES) who open an account for the deposit of Social Security Institution (SGK) payments and who actively use TEB POS devices.
Commercial credits up to a limit of TL 60 thousand and consumer credits up to a limit of TL 40 thousand with Turkish Pharmacists Association’s guarantee, free of charge money transfer and EFT via internet and mobile banking, free check book, account maintenance fee exemption for commercial accounts, cash register fee waiver for POS devices and favorable pricing in POS pricing are provided. All members of Turkish Pharmacists Association can benefit from these advantages TEB offers.
Focusing on university collaborations since 2015, TEB processed salary payments of 26 universities in 2019.
TEB provides services for accounts of management of more than 11 thousand apartment buildings and apartment complexes. Conducting joint projects with leading companies in apartment management, TEB became one of the the leading banks of apartment complex management with its strong structural support and digital solutions.
In 2019, TEB planned and launched both B2B and B2C projects with a leading start-up which has lots of new applications in building management business models. Behind all these activities was the motivation of reaching the customer outside the branch and bringing its customers together with solutions that ease their lives.
In 2020 TEB aims to be the major bank of an increasing number of customers from various professional groups by rising the number of similar cooperation and salary payments.
TEB Affluent (Yıldız) Banking
Asset size increase of Affluent Banking customers was 24 % in 2019
TEB offers privileged services to medium- and upper-segment customers with products and services customized for their specific financial needs, priority service through all channels and solutions for their social lives via customer representatives who have been specifically assigned to them. Additionally, TEB started to offer distant service approach through TEB Affluent (Yıldız) Banking personal customer assistants for customers who use branches less frequently.
Through the exclusive TEB Affluent (Yıldız) Line, the Bank’s affluent customers enjoy the privilege to easily and quickly perform their transactions.
TEB Affluent(Yıldız) Line customers can withdraw cash with their TEB Bank Cards from BNP Paribas Group or other in-network banks’ ATMs abroad without a charge.
Customers’ lifestyles and needs are analyzed and advantageous services were offered to TEB Affluent (Yıldız) Priority Card holders aside from their financial needs, such as 10% restaurant bonus, 50% discount at airport parking, 50% discount at movies and theaters on weekends and free fast track service at airports through CEPTETEB.
Adopting a customer focused approach in 2019, TEB Affluent(Yıldız) Banking made use of various organizations to understand customers’ needs and expectations and increase satisfaction, such as one on one meetings, surveys and other events.
In 2019, TEB Affluent (Yıldız) Banking started to work on renewing its value proposition presented to Affluent customers.
Effective service approach in bancassurance
With the frame of ongoing powerful cooperation with BNP Paribas Cardif A.Ş. and Zurich Sigorta in bancassurance services, TEB offers insurance products in a wide spectrum and with an effective service approach.
Becoming an effective distribution channel in bancassurance, specifically in life insurance, banks continue to develop in other segments as well.
Based on December 2019 figures of the sector, 83,2% of life insurance premium and 14.8% of non-life premium are produced via banks.
As of 2019 year end, TEB’s bancassurance premium production was TL 323,5 million in life and TL 208,7 million in non-life insurance contributing to Bank’s commission income.
In 2019, TEB bancassurance continued providing services through its branches and alternative distribution channels to meet their customers’ needs on their insurance and individual pension accounts. While allowing for policy purchasing, monitoring and downloading from customer interaction center and internet banking, studies are carried out on diversifying the range of products offered through these channels and on digital solutions. Additionally, there is an approval infrastructure for proposal and notification forms through digital channels.
In addition to insurance products, communication and marketing campaigns were carried out to inform existing and potential customers of Private Pension System regulations and government contribution practices and to help them take advantage of them.
TEB is focused to further develop and improve its business processes in order to provide the best insurance and private pension services to its customers.
Free-of-charge trainings for all at TEB Family Academy
TEB Family Academy, established in 2012, continues its operations with ‘Responsible Banking’ approach. The Academy carries out systematic activities for the last 7 years to extend saving habits in the society and raise a financially literate generation.
At TEB Academy trainings which is open to everyone, whether a TEB customer or not, essential financial literacy information is provided on basic topics such as saving, budget management, proper use of credit and cards and investing.
In the last few years, 11 million elementary school students have been supported about financial literacy through arts and music courses in the curriculum within the frame of the “Social and Financial Education through Art” project implemented in collaboration with the Ministry of National Education and UNICEF. Additionally, with protocols signed with General Directorates of Lifelong Education and Vocational and Technical Education which are affiliations of Ministry of National Education, 7,5 million trainees and students had a chance to receive financial literacy trainings.
Having given one-on-one financial literacy trainings to 350 thousand people in 2019, TEB reached 19 million people so far in various fractions of the society through various partnerships.
Digital Financial Literacy Program
Taking its pioneering position in financial literacy a step further, TEB started Digital Financial Literacy Program for university students in 2018.
Within the frame of the program the Bank met with more than 6,500 students at more than 20 universities on trending subjects such as Blockchain, Fintech, coding and digital transformation. Online trainings were delivered to more than 250 thousand individuals.
The objectives of the program are, raising individuals who have a command of financial technologies, who save, manage their money efficiently, know how to evaluate financial advantages and technologies and who are economically strong, hence contributing to digital transformation.
Providing private banking services since 1989, TEB is the first bank implementing private banking and wealth management services in real terms. TEB Private Banking has a pioneering approach that seeks to offer its customers different and alternative investment products besides existing products and services in light of its consultant bank concept.
TEB Private Banking develops solutions that are tailor-made and that will add value to assets by identifying customer needs and expectations through 11 Private Banking Centers and 4 in-branch corners all around Turkey. Combining TEB and BNP Paribas’ global knowledge and experiences with its innovative approach, TEB Private Banking continues to provide products and services that make a difference.
TEB Private Banking received “Most Innovative Private Banking” award given by International Finance in 2018 and 2019 and “Best Private Banking in Turkey” award by Global Finance in 2019 for its digital applications and services which made a difference in the industry. The Bank also received “Best Private Banking in Turkey” award in 2019 at the World Finance Banking Awards which is organized by World Finance every year to reward the most successful banking services. Prominent applications and services of TEB Private Banking are summarized below.
CEPTETEB Private
CEPTETEB application which enables TEB customers to perform their banking transactions easily from wherever they want was developed based on Private Banking customers’ needs and provide services as CEPTETEB Private.
Mobile Approval
With TEB Private Mobile Approval application, which is a first in the industry, processes for written bank orders and obtaining wet signature are digitalized enabling TEB to forward the orders to customers and receiving their approvals via CEPTETEB Mobile Banking and Internet Banking. With this project, operational workload, delays, courier/taxi/ telephone costs and risk of not being able to obtain the wet signature approvals are minimized. The process got more reliable with the digital solution leading to an increase in customer satisfaction.
Investments that Make a Difference and Openly Social Entrepreneurship Platform
Supporting the entrepreneurship ecosystem with numerous private projects such as TEB Private Angel Investment Platform, TEB Private Investor Club, CXO Club-Managing the Future Club and TEB Fintech Future Four, TEB Private Banking initiated a new project on social entrepreneurship concept which is gaining popularity in the world, as well as in Turkey. TEB has signed a collaboration agreement with Ashoka, the world’s first and leading social entrepreneurship network, and organized events called “Investments that Make a Difference” to bring together social entrepreneurs with potential investors and support sustainable business models. Within the context of this collaboration, “Social Finance Meetings” were organized with the objective of creating awareness on social finance concept, focusing on ‘social entrepreneurship’ with a vision to support these entrepreneurs in terms of social financing, resources and network.
Openly Açık Açık Social Entrepreneurship Platform which was launched within the scope of Investments that Make a Difference project with collaboration of TEB Private Banking, Openly Association, Ashoka Turkey and Prosumer Economy Society was established to define, support and encourage social entrepreneurships in Turkey.
TEB Private Meetings
Within the scope of TEB Private Meetings, “TEB Private Economy Talks” are organized in various cities and at these events, latest developments in markets are shared with TEB Private Banking customers.
Sponsorships
Besides financial activities, TEB Private collaborates with important institutions in sports and arts and continued its sponsorships for sports organizations in 2019.
Being a part of significant projects which contribute to sports tourism in different regions of our country since 2012, TEB Private Banking supported all sailing races of Turkish Offshore Racing Club (TAYK) as its sponsor in 2019.
The Bank continued its sponsorship to TEB Private Banking Bodrum Golf Tournament in Bodrum which is organized in September every year.
Aside from sports, TEB Private Banking continued its endorsement for art and has been the sponsor of the BASE event since 2017, which supports young artists from faculties of fine arts at various branches.
Investment Consultancy Services
Through the Investment Consultancy model developed under the context of TEB Investments at the beginning of 2017, 5 specialty branches were launched in 4 cities and Investment Consultancy services were provided to TEB Private Banking customers residing in Turkey by a total of 15 investment consultants.
In this context, all types of investment opportunities are being monitored instantaneously all around the world and appropriate alternatives for their assets and savings are offered to customers who sign an Investment Consultancy agreement.
Through TEB Investment consultants who provide services to TEB Private customers, customers’ investment profiles are reviewed and portfolio management model alternatives based on different risk levels are presented taking into consideration BNP Paribas Wealth Management’s global market forecasts and investor profiles.
Starting from the second quarter of 2019, in order to benefit from international market opportunities and decreasing interest rates, products were launched to provide returns by issuing Structured Bonds with a minimum return guarantee.
TEB will continue to be a leader in the industry in products to increase returns which respond to customers’ needs in the following period.
With its customer-focused and innovative perspective, TEB continued to invest in digital channels in 2019.
In 2019, 81% of TEB customers used digital channels. Number of customers using mobile banking reached 1,5 million and ratio of customers using online banking reached 60%.
CEPTETEB Digital Banking Platform continued its rapid growth and reached 930 thousand customers at 2019 year-end. Share of credit applications through digital channels reached 45% of sales and ratio of deposits in total volume reached 30%.
Visual designs of CEPTETEB Credit and Bank cards which offer a world of advantages to its customers were renewed.
To improve, facilitate and speed up its customers’ foreign travel experiences, TEB offers Fast Track at IGA, TAV and SAW airports, free-of-charge cash withdrawal abroad and departure fee payments through CEPTETEB mobile banking application.
Investment in value-added technologies
Aside from providing support for customers to develop and renew their technologies, TEB also focused on value added technologies for its customers and continued its investments in 2019.
TEB launched its personal banking assistant TELEPATI in 2019 which provide services via TEB and CEPTETEB web sites and started answering its customers’ questions instantly.
TEB continued investing in TEB FX platform in 2019 which was launched in 2018 to provide services for both individual and corporate customers through its Digital Banking Platform CEPTETEB. “Set an alarm” and “Place an order” features which were added to TEB FX made the platform more effective and practical.
TEB Fon Danışmanım which was launched in 2019 helps customers to manage their savings easily through CEPTETEB Internet Branch. TEB Fon Danışmanım offers its customers the most appropriate fund distribution based on their investment preferences.
CEPTETEB started to provide a user-friendly banking experience designed for its commercial customers with CEPTETEB İŞTE in 2019. CEPTETEB İŞTE customers can perform many transactions such as daily banking transactions and cash management through mobile application without going to the branch.
Creating value through social responsibility projects
With TEB My Tree project, the Bank prevents carbon emissions that would come out as a result of the vehicles used by customers going to the branch rather than using CEPTETEB Internet Banking Branch.
When the carbon emission prevented through internet banking reaches the level that will be produced by a tree, a donation is made to TEMA Foundation for one tree sapling.
So far, TEB My Tree has supported planting of 50 thousand trees on behalf of its customers.
Two new awards for CEPTETEB Mobile application in 2019
CEPTETEB Mobile Application received the “Best Mobile Banking in Western Europe” award given by Global Finance Magazine. The application also won the Gold Prize in “Mobile Site ve Mobile Application” category at the 2019 Stevie International Business Awards.
ATM
Having one of the youngest networks of ATMs in the industry, TEB offers 7/24 services with an ATM market share of 3.30% whether the user is a customer or not.
In 2019, TEB ATMs provided its services with their new user-friendly front-end.
All TEB ATMs allow for cash depositing and 88% have conversion feature (all cash deposited can be used in all withdrawal transactions). With the developments planned for the first quarter of 2020, this rate is expected to reach 100%.
It is possible to withdraw foreign currency from 85% of TEB ATMs.
69 million transactions are realized through 1,728 ATMs annually.
TEB’s Global ATM agreement enables the use of TEB cards for cash withdrawals at BNP Paribas ATMs in various countries as well as other banks’ ATMs free of charge. This service is being offered in 6 continents at around 50,000 ATMs.
In addition to those, new channels are being set up for customers to perform their cash or other banking transactions through new ATM sharing collaborations.
With the partnership ‘3 Banks Single ATM’ established with two leading banks in the sector, number of ATMS in TEB ATM network reached 7,718.
Open Banking operations
TEB continued its operations within the scope of Open Banking in 2019 with two main programs: API and Fintech Collaboration programs. Open Banking is considered as the new station of financial system after digital banking.
Under API program, APIs of main banking services were defined such as account information, account movements, credit applications, interest rates and ATM/branch inquiry.
In terms of business development in start-up ecosystem, purchase and set up of “API Portal” is completed which will be used as the interface while working with TEB and content development process started.
Within the scope of Fintech collaboration, presentation of many innovative projects which will prepare TEB for the future were made to Bank units and approvals were obtained. Contracts were signed with some of the start-up partners and POC’s are being continuing with others.
TEB started to share BNPP Opera Tech Venture program with start-up partners with promising future who completed successful projects. The process is being monitored closely so that BNPP subsidiaries operating in other countries can benefit from these start-ups as well.
TEB continued its efforts in 2019 to facilitate payments of individual and corporate customers and develop new payment alternatives.
TEB carries out activities to help customers perform their shopping transactions more easily, quickly and securely.
While providing a secure environment for card payments, cards are being developed with additional product features. Moreover, TEB continued its innovative activities to offer all types of payment alternatives to increase revenues of businesses.
Changes and improvements realized in credit and bank card segments in 2019 are summarized below:
TEB keeps on increasing its POS solutions and packages offered for each segment.
Through acceptance of all popular cards via single bank and account, the Bank aimed to make the merchants’ lives easier and add value to their businesses. This way, members are able to accept five card brands with one single agreement.
In the context of responding to sector-specific needs, the Bank expanded its service spheres by offering solutions and packages catering to customer needs and expectations, such as TEB Milyem POS for jewelers, Harman Card and Harman POS for the needs for farmers, Doctor POS for doctors and Professionals Packages.
In keeping with its consultant bank approach, TEB has been one of the banks that offered the most alternatives to businesses and led the sector through campaigns, which include opportunities intended for end-users and device variety.
In 2019, the number of banks with joint POS deals reached seven and the number of brands & models collaborated for cash registers reached 18.
Along with POS payment services, TEB provides support to member merchants with analyses and special reports which offers added value for business specific needs and expectations.
The following activities were realized to make merchants lives easier within the frame of digitalization:
As of 2019 year end;
Payment system collaborations increased in 2019.
The Bank’s market share in payment systems kept growing in 2019 with new agreements executed for the provision of infrastructure services subject to cash management processes with companies that began operations under the Law no 6493 on Payment and Security Settlement Systems, Payment Services and Electronic Money Institutions.
In this context, TEB added 4 new payment institutions within the scope of its collaborations in the area of bill payment systems, one of them being an affiliate of Turkey’s leading telephone operator. The number of companies TEB provides services increased to 22 in 2019.
Operations under European Union Payment Service Directive 2 (PSD2) which came into effect in January 2018 were closely monitored and steps were taken towards new collaboration in this context.
TEB has been providing services to payment institutions who handle bill payment of Turkey’s largest corporations. In 2019, TEB provided invoice collection services for Turkey’s leading six electric distribution, two GSM and two natural gas distribution companies.
Facilitating the lives of tradesmen with new products and fee packages
TEB offers businesses the opportunity to manage and monitor fees for products and transactions with both product and fee packages appropriate for their banking needs.
Businesses can select the most appropriate package among different package alternatives including various product and transaction sets for transactions they use most. Transaction sets to serve customers’’ cash flow needs which include collection and payment products via check, POS, transfer and EFT are offered to TEB customers in 3-month, 6-month and annual packages.
24/7 service for tradesmen with Patron Card
The Bank’s Patron Card product provides tradesmen and small enterprises with the opportunity to quickly access credit facilities with a single card through alternative distribution channels.
TEB customers can access their full limits in commercial installment loans, seasonal loans, overdraft accounts and company credit cards over a single card with the TEB Patron Card and can meet their commercial loan needs with terms of up to 36 months from TEB ATMs and the TEB Corporate Internet branch on a 24/7 basis.
Bills, cheques, social security contributions and HGS label charges (bridge and road tolls) can be paid on time with the overdraft account linked to the Patron Card, saving them a trip to the branches.
The Patron Card offers businesses operating in the tourism sector seasonal loan payment options. They are able to make their loan repayments in May-October period in two installments in line with their cash flows.
The TEB Patron Card company credit card feature allows users to pay for purchases confidently and securely both in Turkey and abroad.
Financial convenience for tradesmen through agreements with more than 250 chambers
TEB Microbusiness Banking works in cooperation with tradesman chambers which have a significant role in their industries.
Within the scope of collaborations with professional chambers and associations in 2019, TEB visited 250 chambers around the country. Convenient services were provided to professional chambers and their members such as free cash transfer and favorable interest rates.
Better service at digital channels
In accordance with TEB’s “your business is always with you” approach which aims to have its customers use of banking products and services easily, CEPTETEB İŞTE was launched.
Infrastructural developments are carried out to have TEB customers apply for credits without coming to the branch.
A bank as well as a guide for microbusinesses
In addition to the financial solutions it offers to the customers, TEB also delivers guidance services designed to help them use the funding to grow their businesses. In this context, customer representatives working in branches go through special training programs to help microbusiness owners grow their business and give guidance on risk management based on their needs with customized analyses and roadmaps.
According to McKinsey Global Institute 2015 Gender Equality Report, the global growth figures would go up by USD 12 trillion by the year 2025 provided that gender equality is achieved in business life.
Increasing women’s participation in the business world and strengthening their presence in every area is crucial in terms of the added value contributed to the economy.
Support to women with high economic potential
In 2019, TEB continued its activities targeted to cater women business owners’.
In this context, the Bank is focused on providing support for financial and non-financial needs of women business owners for sustainable economic growth and aims to reveal the hidden potential of women bosses in keeping with its vision of being the “women’s consultant bank”.
TEB eases access to funding facilities. Generating guarantee and difficulties in obtaining credit take the first place in challenges women face who are either starting or growing their businesses. Solving these problems is highly important for preparing the stage for women where they can take part in the economy not only as consumers also as producers.
Within the scope of the protocol signed with EBRD (European Bank for Reconstruction and Development) TEB Women Banking provided a resource of Euro 50 Million to women entrepreneurs without guarantee.
TEB Women Banking offers advantageous prices in its banking products and services with fee packages designed particularly for women business owners.
In 2019, credit volume allocated for women business owners increased by 17%.
Women business owners who are in foreign trade or have a target to enter into foreign trade transactions were supported with special pricing and limits determined by Eximbank within the scope of the protocol signed with Eximbank in 2019.
Support for women with a variety of routes to access information
TEB develops a number of quality solutions to provide the women business owners with the information they need to grow their businesses.
Structured in line with this objective, TEB Women Academy is a special program that offers women bosses training to build on their leadership and business management skills through workshops and brings women bosses together with the inspiring women of the business world.
Aimed to contact women in various Anatolian cities, these events continued in 2019 in collaboration with local non-governmental organizations and TOBB (The Union of Chambers and Commodity Exchanges of Turkey) Women Entrepreneurs Board.
Approximately 6,000 women were reached through 36 Women Academies organized in 27 cities.
TEB meets women bosses’ coaching and mentoring needs.
Worldwide research concluded that women display an increase in their self-confidence, awareness and use of skills when they receive coaching/mentoring.
TEB initiated Women Banking support programs in order to fulfill one of the most important needs of women bosses which is coaching and mentoring.
By this vision TEB is the pioneer bank that has started a program called by TEB Star Cluster project, with this project, TEB branch managers selected to extend support to women bosses were trained as “Enterprise Coaches” with a special curriculum. As being a first initiative under a Bank’s roof in Turkey, this project was intended to provide coaching to women bosses to solve the day-to-day problems they face and to take the actions necessary to grow their establishments.
With TEB Growth Academy which is a group coaching program, women business owners selected are included in a three-day special training program and leave the program with a 90-day business plan and business goals. Within the scope of this program, women entrepreneurs are provided both training and coaching services and they are encouraged to take steps toward growing their businesses with a systematic method and perspective.
Communication language designed with encouraging statements
Besides special products and services for women bosses, the Bank also sponsors special events formulated on the basis of the women’s role in social life and leadership and conducts communication activities.
The advertising campaign of TEB with the title “Elalem Ne Der”, prepared for the International Women’s Day and aired on online and offline channels on 8 March 2018 was a great success.
Keeping its encouraging statement for women, the Bank highlighted the motto of Success does not have a Gender on 8 March 2019. This strong statement which inspires women received nice feedback and reached a level of more than 7 million access on online channels and more than 4 million viewings.
TEB puts forward its support to help women business owners in Anatolia and extend women entrepreneurship in Anatolia by providing training opportunities and sponsorships.
The Bank supported rewarding successful women entrepreneurs in Adana region by sponsoring İŞKAD Women Entrepreneurship Awards in 2019.
TEB Women Banking received an award from EBRD
European Bank for Reconstruction and Development (EBRD)
EBRD (European Bank for Reconstruction and Development) nominated projects of TEB Women Banking within the scope of financial or non-financial services among 52 different projects around the world under Environmental and Social Innovation category at its summit.
As a result of the evaluation process, TEB Women Banking received the “Gold Prize” leaving many projects around the world behind.
TEB is one of the first banks in Turkey to develop an “Asset and Liability Management” approach.
Since 2005, Asset and Liability Management and Treasury Group has managed interest rate, liquidity and structural exchange rate risks with the aim of maintaining a sustainable profit for the Bank.
The Group has adopted a management style based on sound, prudent and long-term strategies with its competent and experienced staff and the know-how developed in cooperation with the BNP Paribas Group.
In 2019, the Asset-Liability Management and Treasury Group continued to contribute to its subsidiaries to work efficiently in their respective fields within the boundaries set by compliance.
Liquidity ratios kept within limits
In 2019, despite the economic and political risks, the Asset and Liability Management and Treasury Group exceeded its targets through proactive hedging strategies in interest rate risk management and contributed significantly to the Bank’s profitability.
The actions taken to secure funding diversity and funding maturity extension with the aim of reaching solid and consistent liquidity targets has continued to keep the liquidity ratios within limits.
Close watch of global and local markets
The Group monitors the local and international markets closely to foresee the potential volatility in the market and so as to mitigate the structural risks in interest rate, FX and liquidity positions in the Bank’s balance sheet. The expertise that is required to be able effectively manage those risks is another strength of the Asset-Liability Management and Treasury Group.
The Group is in constant communication with all the business lines to ensure that the balance sheet is composed of assets and liabilities with the right cost structure and in line with the competition faced from the market. Periodical meetings and visits are scheduled to establish an efficient relationship with the branch network.
Asset-Liability Management and Treasury Group plays an important roles in modeling interest and liquidity risks accurately, measuring the realizations and the decision-making processes of the Bank through reports prepared for matters under the Group’s responsibility.
Diversified funding sources
In 2019, the Asset-Liability Management and Treasury Group aimed at creating a stronger and more consistent liquidity for the Bank by securing a broad base of deposits, which represents one of the main sources of funding. To this end, the Bank focused on Marifetli Account and a substantial growth has been recorded in that product.
In line with TEB’s targets in digital banking, the Asset-Liability Management and Treasury Group maintained its supportive stance for the pricing made through the CEPTETEB channel. For diversifying funding sources, the Group also initiated working on a cash flow based funding product towards securing long term funding from international markets. Particularly in the first half of the year, within the favorable market conditions, the frequency of TEB Bond issues has been increased in order to enhance product diversity.
Collaboration of experience with BNP Paribas for effective liquidity and risk management
Information flow between specialist teams to adapt BNP Paribas know-how in modeling analyses to the requirements of Turkey by the TEB ALMT modeling team continued efficiently in 2019.
Competitive pricing of export loans and corporate loans have been enabled by the low-cost funding provided by BNP Paribas.
Additionally, work was carried out to adapt the liquidity and risk management policies implemented by the BNP Paribas Group to the Bank, and experiences were shared for a more efficient liquidity and risk management.
Specific activities were performed for intraday liquidity management and experiences were shared to effectively manage intraday liquidity under stressful situations. Efforts continue to adapt best practices within the Group to TEB.
TEB Wholesale Pricing Department started to show its impact on the Bank’s balance sheet
Deposit pricing of upper segment corporate customers was centralized. Relations with this customer group was emphasized and new customers were gained. As a result of these changes, processes became faster and more effective which had positive contributions to the Bank’s profitability.
Operating since 2011, TEB Corporate Investment Banking Group provides Turkish companies targeting strategic opportunities at home or abroad with consultancy support that will cater to such pursuits, and supports this service with loans and capital market transactions.
The main purpose of Corporate Investment Banking Group is to deliver customized international solutions with high added value to customers in a fast and effective manner. To this end, BNP Paribas’ financial strength competency in global products is presented to the clients, which may result in opportunities of an international scale.
In 2019, the Group carried on with its customer-oriented activities in Global Markets, Large Corporate Groups, Large Corporate Financing Groups and Corporate Finance.
In 2019, TEB successfully sustained the acceleration it has gained despite the ongoing competition and toughening market conditions. In almost every borrowing and international market transaction realized by the targeted clients, BNP Paribas’ wide range of products and geographical network has been efficiently utilized. In a year when corporate firms and financial institutions were inclined to diversify their resources, Corporate Investment Banking group offered international debt instruments to its customers and brought them together with international investors as in prior years.
Global Markets continued its operations in changing and developing global markets in a strong and sustainable growth trend in 2019. Using domestic and foreign markets effectively, it enhanced its position as a solution generating center with its staff experienced in managing currency, interest and commodity risks in a wide range of instruments such as spot, swap, options and structured derivative products. Following today’s technologies closely, TEB focused on new generation digital solutions to carry customer experience to the highest level and TEB FX platform was launched. With this platform, Retail, Private, SME and Corporate Banking customers are provided the opportunity to perform transactions in more than 40 pairs of currency at market exchange rates as well as accessing market and economy news, setting up alarms and placing orders thus making use of market opportunities rapidly.
Large Corporate Groups Department, which was established to develop financial solutions tailored for large corporate clients, kept offering various structured products and funding alternatives to the pioneering companies in Turkey by making use of the BNP Paribas’ worldwide network.
Acting as an intermediary in organizing the first Sustainability Indexed Credit for a corporate firm in Turkey, TEB set forth an innovative example. With this financing transaction, TEB exhibited its leadership in financial markets in sustainability area which is recently gaining importance.
Corporate Finance Department provided consultancy services in big infrastructure projects in 2019, helped private capital funds in Turkey with their business ideas thanks to the rich client portfolio of TEB and intermediated strategic investments.
TEB built a structure that meets all the customer needs in Investment Banking.
The Corporate Investment Banking Group is a structure that combines TEB’s power in the local market with BNP Paribas’ financial strength, position in global finance markets, expertise and experience in capital markets, structured finance and consulting.
Capable of single-handedly responding to a corporation’s all requirements in these areas; the Corporate Investment Banking is integrated into TEB’s client portfolio and BNP Paribas’ product range. This allows the Group to benefit from both the growing network of clients within TEB and the strong product specialists at BNP Paribas.
TEB will continue to stand by its customers in the following periods with qualified products and solutions by providing structured financing, capital markets, treasury solutions and strategic investment opportunities.
TEB Securities Services provides post-trade services for capital market instruments of its clients with its team of specialists at the TEB Head Office.
In cooperation with BNP Paribas Securities Services, which is Europe’s largest custodian bank, the department creates solutions for post-trade needs pertaining to capital market instruments, which may arise subsequent to the investment decisions of financial institutions, institutional investors and issuers, with an innovative and meticulous approach.
Completing its 12th year in the industry, TEB Securities Services started to operate within TEB since 2007, and has been providing local custody and settlement services , that were at first originally established by BNP Paribas in Turkey back in the 1990s.
As part of BNP Paribas Corporate and Institutional Banking (CIB), TEB Securities Services serves with a consultancy approach in terms of market operations and new products.
TEB Securities Services provides the following services:
TEB Securities Services sustained its successful performance in 2019.
Sustaining its successful performance as in the previous years, Securities Services Department won new clients and managed the transactions of existing clients successfully in 2019.
TEB Securities Services ranked number one in the following surveys conducted by leading institutions and based on comments and ratings of clients:
TEB is the choice of clients that seek much more than a custodian bank.
Having the global perspective with a pioneering and client-focused approach TEB remains the choice of clients seeking more than a custodian bank for post-trade services in capital markets.
TEB Securities Services closely monitors all the developments realized by regulatory bodies, namely Capital Markets Board of Turkey (CMB), Takas Istanbul (Istanbul Clearing, Settlement and Custody Bank Inc.), Borsa Istanbul (BIST) and Merkezi Kayıt Istanbul (Central Securities Depository of Turkey) from legal, technological and operational aspects. The department promptly responds to client needs on the securities services business with investments in new products and technology.
Making use of these developments as an opportunity to cooperate with clients and developing joint projects with them, the department stands out from the competition with its investments aimed at achieving operational excellence with priority given to helping its clients expand their businesses.
As a pioneering post-trade services provider, the objective of the department is to implement innovative solutions that will contribute to the development of the capital markets and the Bank .
To achieve this objective, collaborations continue with BIST, Takas Istanbul, Merkezi Kayıt Istanbul (MKK) and Turkish Capital Markets Association (TSPB).
Significant developments occurred in Turkey’s capital markets in 2019.
In 2019, long-awaited omnibus account structure for International Central Securities Depositories (ICSD) was launched.. With this change, omnibus account structure which allows beneficiaries abroad to monitor and manage all their capital market instruments in an collective manner has been added to account types held under MKK.
Omnibus account structure is compatible with working principles of ICSDs. Using the account system adopted by these institutions all around the world for our country’s capital market instruments will help increase the use of Turkish capital market instruments in international transactions as colleteral and facilitate integration of domestic markets with international markets.
Within the frame of the approval obtained, domestic government bonds owned by non-resident institutions and funds can be included in omnibus accounts held at MKK. ICSDs are required to sign a service agreement with a bank holding a general custody license to conduct their transactions with MKK and other legal liabilities in Turkey.
TEB Securities Services which has the general custody license can provide account operator services in accordance with principles defined for ICSDs and omnibus accounts. The Bank started analysis and preparations for system developments to offer this this service.
In 2019, market structure of Borsa Istanbul Stock Market changed. Stocks traded at Star Market and Main Market are classified under two groups, Group 1 and Group 2 based on similarities in size, depth and liquidity. Purposes of this new market structure is development of new products in capital markets, growtht of capital markets and making maximum use of order processing and speed capacity.
New product developments and collaboration efforts continued in 2019.
As the central counterparty (CCP) services started to be provided in capital markets, TEB Securities Services conducted comprehensive evaluations with Takas İstanbul and the clients on the impacts of these changes on markets and services provided. Following these developments, TEB started preparations towards being a General Clearing Member in the BIST Equity Market.
TEB continues its efforts to support development and growth of this market by becoming the leading bank providing this new service.
The department also works in close collaboration with other TEB affiliates active in capital markets. In particular, the services related to BIST Futures and Options Market offered in partnership with TEB Investment has brought considerable success.
Ongoing collaborations with professional organizations within the market continued in 2019. TEB Securities Services took part in the Content Committee of the Capital Markets Congress 2019 organized by TSPB and participated in the Congress at the highest level as a sponsor.
TEB Securities Services Department continued to provide collective portfolio custody and fund services for portfolio management companies in 2019.
Moreover, the Department is keen to develop Turkish Lira correspondence banking transactions given by TEB, particularly for
banks that already active in securities services activities.
TEB was granted the Bronze Stevie award at Stevie International Business Awards in New Product/Service category with development of Mobile-Ink Cash Flow Portal’s second version.
TEB continues to make new investments to develop its existing cash management products while creating new products. In 2019, SWIFT gpi payment monitoring system was shared with customers via Corporate Internet Banking screen which allows the follow up of every stage of foreign currency transfer until it reaches the account of the receiver.
SME Banking Group will provide services with its new service model.
As the first bank in Turkey that comes to mind in SME Banking, TEB aims to provide service at appropriate level in correct segments while observing customer needs.
As the companies’ needs are getting diversified these days, the need for segmentation emerged. In its new structure, TEB segmented its customers in SME and SME Plus groups and updated its definition of SME.
Within the scope of its segmentation activities, customer representatives were supported with specific trainings suitable for their segments on cash management, foreign trade and financial markets.
TEB SME Banking aims to increase its contribution by providing advisory services for SMEs with its expert staff. TEB believes that it will differentiate itself in the industry with new cash management products it will offer its customers.
With this new strategic perspective, TEB offers services for companies with specific needs in a wide range of areas, from foreign trade to project financing, derivative instruments and supplier financing.
TEB SME Banking Group also re-designed its digital service model to include automatized credit processes with the purpose of providing faster daily banking services for small enterprises. This initiative will contribute to increase in customer number and customer satisfaction.
Financial assistant of commercial customers CEPTETEB İŞTE is live
TEB continues to be by SMEs side as the bank producing solutions for both financial and non-financial needs of SMEs.
The Bank conducts activities focused on offering new digital experiences to facilitate its customers’ daily financial needs in the changing world.
The Bank held discussions with more than 100 firms and based on the results of workshops organized with the participation of TEB employees and firm representatives, the new digital platform CEPTETEB İŞTE was launched which is designed for commercial firms to facilitate their daily banking transactions.
CEPTETEB İŞTE is the only platform in the industry designed specifically for commercial customers with rich transaction functions, a welcome screen that gives a summary of customer’s products and daily financial status and with features such as a financial calendar and POS management.
TİM-TEB Start-up House was the first and only acceleration center from Turkey to be included in GAN
After opening an office in San Francisco, USA to facilitate global operations of start-ups, TİM-TEB Start-up House became the first and only acceleration center from Turkey which was included in Global Accelerator Network (GAN) with operations at 120 cities in 94 countries and which will give start-ups the opportunity to meet with more than 100 prestigious accelerator centers.
GAN partnership provided the opportunity for TİM-TEB Start-up House participants to be included in GAN Ventures Global Investment network with more than 10 thousand start-ups and benefit from acceleration services this network offers and support from other global acceleration services within this network.
Technological solutions from TEB to ease farmers’ lives
With products and services in Agricultural Banking TEB continues to support Anatolia’s value, farmers. Operating with the mission of being the consultant of the farmer, TEB opened up its technological infrastructure for their use.
In this context, farmers can apply for Harman Card and TEB agricultural credits without coming to a branch via SMS.
In 2019, TEB put its signature on new projects which provide better service to meet Retail and Private Banking customers’ needs.
With the partnership ‘3 Banks Single ATM’ established with two leading banks in the sector, ATM network got wider. Another step in digitalization is taken and CEPTETEB Marifetli Account product is launched. At the same time TEB started the ‘welcome interest’ credit campaign with an objective to increase new customers and gained 120 thousand new customers. TEB introduced its personal banking assistant TELEPATI in 2019 which provide services via TEB and CEPTETEB web sites and started answering its customers’ questions instantly.
With the goal of being the most preferred bank of pension account customers, TEB offered customers who carry their pension accounts to TEB promotions amounting to TL 1,000. The Bank gained many new customers and maintained its assertion of being the bank of retirees.
Within the scope of Women Banking, TEB offers its products and services with more advantageous prices with fee packages designed specific for women business owners. Additionally, TEB started serving its customers via its new chatbot application called ‘’Telepati’’. The application provides rapid service to customers in areas such as branch/ATM inquiry, frequently asked questions and product pricing.