Our business model
We are a universal bank and, together with other companies from our group (for more information on our group please go to “About us”), we serve both individual clients and corporate clients.
Our business model works effectively thanks to a group of more than 8 thousand employees. We care about their motivation, varied experience, seniority and extensive knowledge. In our work, we rely on our business ethics code, or the Orange Code, which is a set of ING Behaviours and Values (for more details please go to “Way of Working”).
We realise that we have an impact on many economic processes and individual choices. The decisions we make determine what the world will look like and what the reality of the next generations will be like in the future. That is why in our business and non-business decisions we follow the principles of sustainable development (for more on that topic please go to Sustainable Growth and CSR).
As a public trust organisation, we know how important aspects related to a stable and effective risk management system are for the banking sector and the entire economy. The risk management system at our bank is constructed in line with the best market standards based on the three-lines of defence approach, with the first line being the business managers, the second one being the risk- and finance managers and the third one being the internal audit. We also care about the optimal management of the assets and liabilities structure of our balance sheet within the risk appetite limits.
It is our mission to empower people to stay ahead in life and in business. The roles each person plays in the society change throughout their lifetime – starting from a child, student, parent, entrepreneur, bank employee, our vendor or an employee of another company to a pensioner. It is a journey during which the clients will make various choices that are important both for their private- and professional lives. As a bank, we help them make financial decisions that are best for them. That is why we provide our clients with knowledge and tools as well as simple and useful solutions that suit their needs. We also help them to gain a better understanding of their financial standing.
It is our role to enable them to save money in a safe and effective manner. Deposits entrusted by one group of clients help finance the loans granted to another group of clients, and the loans are beneficial for the development of the society at large and of the economy. With the external funding, clients may purchase flats, start or develop their business.
We also take efforts to ensure an effective payment and transaction system. With the growing popularity of cashless trading, an effective electronic payments system becomes more and more important. We provide our clients with transaction banking, we process their transfer orders, card payments, phone payments or BLIK payments, and we build a network of devices for cashless payments.
We offer our clients banking products and services (such as loans, savings accounts and transfer orders) but we also offer them products and services that are not linked with traditional banking. Our competences help us build positive customer experience. We also take advantage of big data and artificial intelligence, and cooperate with fintechs – as a result, we are able to reach even higher. We do not offer only insurance products, accounting service or investment products. We also offer a wide array of finance management tools (for more information on our offer of products and services please go to “Customer experience”).
We divide our clients into two main segments – retail clients and corporate clients – as presented below.
Segregation of companies into categories by annual revenue
up to EUR 1.2 millon
||MID and BIG companies
up to EUR 125 million
above EUR 125 million
Electronic- and mobile banking is the basic channel we use to interact with the clients, both retail- and corporate ones. We want our clients to have tools that allow them to make payments in a modern way and to deal with simple things via direct channels (for more details please go to “Customer experience”).
At the same time, we notice the changing role of bank branches (for more details please go to “Customer experience”). That is why in 2019 we made changes in terms of distribution and rolled out One Way of Working in the area of retail clients. We no longer talk about branches but rather about meeting places where we help our clients with daily banking, we help them live better, develop their business and take care of their financial future.
Corporate clients who expect high-quality service may be served in a branch or at their company’s premises, depending on their needs. It is the responsibility of our employees to support them in taking financial decisions, by analysing their financial needs and goals, their financial standing or the investment risk level, among other things.