BPCE - 2018 Registration document

2 NON-FINANCIAL PERFORMANCE REPORT Responsible internal practices

Service-minded approach As social media become omnipresent and customers become increasingly connected, they expect a faster, higher-quality response from our advisors. More than ever, customers expect to see a human approach throughout their entire digital experience. Over and above service quality, which is essential, customer satisfaction increasingly depends on the added value provided by the advisor. The HR Lab has mapped out expected behaviors and put together an advisor pack, currently being tested at selected companies. In addition, for Private Banking, an “Excellence in customer relations” training program has been rolled out. Constantly adapting to new regulatory requirements The Group’s companies have made considerable investments to comply with new regulatory requirements. A training optimization project was launched in this area in early 2018. By better organizing and combining content common to multiple regulatory obligations, training time was reduced by nearly 20%. training in the new Markets in Financial Instruments Directive ● (MiFID II), adapted to the different customer markets, was rolled out in January 2018. This training program was rounded out by a skills assessment and adaptation system (DEAC), which identifies areas where employees need more training and focuses the content on the skills they need to enhance before they can sell financial instruments; the new sales interface, L’Épargne Active (LEA), allows advisors to ● recommend a tailored investment allocation to each customer, in accordance with MiFID II requirements. A large-scale training program was organized for the roll-out of this new system; as of January 1, 2017, pursuant to the French act on Housing ● Access and Renovated Urban Planning (ALUR), real estate service providers must complete at least 14 hours of training per year (or 42 hours over the past three years); the 7 hours of mandatory annual training required by the Mortgage ● Credit Directive (MCD) were completely overhauled in 2018 and a second course was added; The Risk, Compliance and Permanent Control functions produced a ● new serious game, Risk Pursuit to enhance risk management and control culture among all members of staff in a fast, fun format; the new General Data Protection Regulation (GDPR) strengthens ● some of the key principles of the existing Data Protection Act (Loi informatique et des libertés) and creates new rights in terms of personal data protection. An e-learning training module was provided for all members of staff, comprising a video and quiz on each topic; the “Fundamentals of professional ethics” training course added ● two new modules focused on bribery risk as defined in the Sapin 2 Act. Using appropriate teaching methods and formats Given the extent of the Group’s training efforts and the various new learning methods out there, we need to constantly modernize our teaching methods and formats, and find new ways to motivate participants.

and supporting managerial changes. ● Upskilling to facilitate the bank’s transformation:

B’digit rolled out groupwide An individual quiz was included directly in B’digit, the mobile learning solution intended to develop employees’ digital skills. The personalized training course recommends fun training “assignments”, each lasting around ten minutes, divided into two main categories: basic digital skills: a general introduction to the main changes in ● consumption and communication methods; online banking: learning about the Group’s online banking features, ● understanding how they work, and knowing how to talk about them to different audiences ( e.g. Banxo, Cyber). The goal is for all Groupe BPCE employees to have digital training so they can understand the major transformations affecting our environment and the new rules they imply. B’digit allows employees to continuously develop their skills, keeping pace with innovations and new digital applications developed by BPCE. Appropriation of omni-channel relationships To bolster its omni-channel distribution policy, BPCE and eight Group companies created a training program entitled “Pass Omnicanal”. This program addresses how advisors need to change their approach in a “phygital” market impacted by technological transformation, new customer preferences and the emergence of new digital environments. It follows the service-minded approach and helps advisors adapt to each customer segment and the corresponding levels of customer relations. In November 2018, 21 companies took part in the Pass Omnicanal pilot scheme, which will be rolled out groupwide in early 2019. Specialized advisors The Group’s relationship banking model will require 50% more specialized advisors by 2020. The career paths that currently allow access to positions as Professional CRMs, Private Banking CRMs, Corporate CRMs and Market CRMs have been updated with the double goal of enhancing expertise and facilitating the rollout of these positions in all local regions. after completing the Professional CRM training course provided by ● branch entities, employees can choose to complete a Pro CRM Bachelor’s degree with the Centre de Formation de la Profession Bancaire (notably via their CPF personal training budget allowance); Paris Dauphine University now offers part of its Financial Advisors ● degree as an e-learning course, with equivalent opportunities in the regions; the new Corporate CRM training course provides cross-disciplinary ● skills in different specialized markets. At the same time, to facilitate the professional development of specialized advisors, the Group’s training offer added new content to enhance business and interpersonal skills, focusing on customer acquisition and retention, and to improve expertise in the agricultural, self-employed professionals and private banking sectors.


Registration document 2018

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