Interview Artamonov

Igor ArtamonovMember and Deputy Chairman of the Management Board
>> Sberbank is Russia’s largest financial institution, with customers and employees in every region of the country

The Bank recognises its responsibility to the state and to society, which is determined by the geography of its operations and the scale of its business.

Ensuring banking services are accessible is our priority. All Russians should have access to a full range of high-quality financial services. It is our social mission that shapes the geography of the Bank’s branch network. We have customer service outlets in every region of Russia, with over half of them based in rural areas where demand for banking services is much lower.

Sberbank actively contributes to the economic and social development of every Russian region. The Bank’s social role is particularly important at the regional level. First of all, this implies active participation in regional economic development projects, charity programmes and initiatives. The second important aspect is channelling regional social expenditures through our office.

Our branch network is our main point of contact with customers; in a sense, it is the “face” of Sberbank. This is why the programme we launched in 2011 to reformat our customer service outlets is of utmost importance to us. We embarked on a complex, integrated programme that at once encompassed the whole country, which, in itself, is a significant result given how important it is that we allow all our customers to benefit from changes in Sberbank’s approaches as soon as possible, regardless of where they live.

Our branch network is our main point of contact with customers; in a sense, it is the “face” of Sberbank. This is why the programme we launched in 2011 to reformat our customer service outlets is of utmost importance to us

In 2011, we opened 872 new-format outlets, and this is only the beginning.

It took considerable effort to prepare for this process. We designed new standard outlet formats and tested them, first and foremost, with our customers. And finally, having made the necessary adjustments, we approved optimised formats to be rolled out countrywide, thereby giving the green light to modernise our branch network on an unprecedented scale.

We see this outlet reformatting programme as a key element in the integrated modernisation process that will transform Sberbank into a first-class service company.

The new outlet formats are based on a new customer-centric philosophy for the Bank’s operations. Each standard outlet format — and we have eight of them — supports one or several sales and service models targeting different customer groups. Right from the start we designed the new outlet formats tailoring them to the specific needs of particular customer categories. This is a prerequisite for improving the effectiveness of customer services and achieving the ambitious business objectives Sberbank has set.

We have received positive feedback from our customers, which unequivocally goes to show we are on the right track.

    History

My Annual Report

Your page has been added successfully