About report

For the second time now, the ING Bank Śląski S.A. Group has compiled the annual report in line with the best global practices of integrated reporting. To help readers use the interactive tools, we prepared a user guide with key features. We encourage you to watch a short animated video before reading the report.

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In 2014, ING Group implemented the Think Forward strategy. We want to be perceived as a bank of the future for the enterprising. The one that delivers practical solutions to its clients – the solutions they need and will be willing to use.

Our clients as well as the audience of our commercials probably associate us with the catchphrase: “It’s the people that count”. And that’s right, as we want people to be able to pursue their goals with our support. Often, we help them even become aware of and name their goals.

In practice, it means that – thinking of our clients and their satisfaction – we simplify our actions and how we communicate. We enhance our availability by putting the emphasis on the latitude of contact forms and times when the client may reach us. We are an organisation of committed people who derive satisfaction from improving themselves. And also from supporting our clients in their development. We want them to make informed choices.

Our promises

We talk and write to our clients in a clear fashion: without any banking lingo or legal intricacies. We simplify agreements and avoid asterisks. We create accessible online solutions.

We give our clients access to services from any device and at any day or night time. We rebuild our branches and adapt cash machines to client needs.

We educate clients, advise them and share knowledge with them. Our advisors assist clients in taking decisions. We develop innovative platforms and tools to streamline finance management.

Together with the clients we search for new solutions and improvements. We automate our internal systems. We engage all employees in searching for room for improvement.

We talk and write to our clients in a clear fashion: without any banking lingo or legal intricacies. We simplify agreements and avoid asterisks. We create accessible online solutions.

We give our clients access to services from any device and at any day or night time. We rebuild our branches and adapt cash machines to client needs.

We educate clients, advise them and share knowledge with them. Our advisors assist clients in taking decisions. We develop innovative platforms and tools to streamline finance management.

Together with the clients we search for new solutions and improvements. We automate our internal systems. We engage all employees in searching for room for improvement.

Strategic priorities

Clients are at the centre of our actions. We care about it that they are numerous and feel attached to us. We will be the primary bank for them only if they are satisfied with us and if it is with us that they find answers to their problems. We know that we can ensure them a lasting and good relationship if, at the same time, we look after our financial strength and stable infrastructure.

Creation of new solutions is the basic task of our organisation. That is why, we are looking for a new way of working. The method that will be optimal for the organisation composed of ambitious and committed people who care about their own and others’ development. The method that will get clients even more involved in the process of creating and modifying products.

We watch changes carefully and strive to use them in many areas. We turn them into products and services which are developed together with clients. We implement state-of-the-art technologies, but we remember that clients must find the technology both useful and safe.

ING Bank Śląski S.A. is not only about deposits and loans. We provide clients with a comprehensive view of their finance and offer them the solutions that go beyond the traditional banking.

Clients are at the centre of our actions. We care about it that they are numerous and feel attached to us. We will be the primary bank for them only if they are satisfied with us and if it is with us that they find answers to their problems. We know that we can ensure them a lasting and good relationship if, at the same time, we look after our financial strength and stable infrastructure.

Creation of new solutions is the basic task of our organisation. That is why, we are looking for a new way of working. The method that will be optimal for the organisation composed of ambitious and committed people who care about their own and others’ development. The method that will get clients even more involved in the process of creating and modifying products.

We watch changes carefully and strive to use them in many areas. We turn them into products and services which are developed together with clients. We implement state-of-the-art technologies, but we remember that clients must find the technology both useful and safe.

ING Bank Śląski S.A. is not only about deposits and loans. We provide clients with a comprehensive view of their finance and offer them the solutions that go beyond the traditional banking.

Execution of strategic priorities for 2017

As part of the business strategy implementation, we identified several key areas of focus for 2017. The table below presents the results of priorities’ implementation:

 

Priority Enabler Deliverables
Secure Bank Optimal and stable balance sheet Increase in net receivables from customers of PLN 9.5 billion or 12.1% y/y.

LTD ratio up by +2.3 p.p. y/y to 83.8%.

The share of current accounts in the deposits structure grew +2.8 p.p. y/y to 31.4%.

Total Capital ratio increase of +2.0 p.p. y/y to 16.7%.

Open for everyone Higher number of clients 408.1 thousand new retail clients gross.

Over 4.5 million retail clients (+260.5 thousand y/y).

55.5 thousand corporate clients (+6.9 thousand y/y).

Modern
and innovative
Digital technology leader Share of online sale of retail cash loans was 66.2% (41.4% in 2016).

Share of online credit applications in the corporate segment was 93.1% (91.2% in 2016).

Fit
and reliable
High operating effectiveness Cost to income ratio went down by -3.9 p.p. y/y to 44.6%.

Return on equity (ROE) improved by +0.9 p.p. y/y to 12.6%.

Commercial balance per FTE went up by +10.3% y/y to PLN 24.3 million.

 

It’s the people that count Sound employer For the eleventh time we were qualified to Respect Index.

We received the Top Employers certificate for the eighth time.

Nearly 6 thousand employees participated in the OHI survey in 2017.

 

Strategic priorities and main risks in 2018

Our strategic priorities for 2018

  • Increase in the number of clients supported by digital solutions and high client satisfaction.
  • Motivated employees, engaged in implementation of the Bank strategy.
  • Leader in artificial intelligence use and data management.
  • Optimal and stable balance sheet.
  • Operating effectiveness improvement.

Risks to business strategy implementation in 2018

  • New regulations and practices aimed at enhanced client interest protection.
  • Capital adequacy changes.
  • Primary account introduction.
  • Regulations on restructuring FX mortgage portfolio.
  • Split payment implementation.

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