BPCE - 2019 Universal Registration Document

RESPONSIBLE INTERNAL AND EXTERNAL PRACTICES NON-FINANCIAL PERFORMANCE REPORT

TRAINING FOR PERMANENT STAFF ACCORDING TO GENDER AND CATEGORY

2019

2018

2017

Employees trained

Women 27,357 11,812 39,169

Men

Total

Women 27,397 11,699 39,096

Men

Total

Women 27,581 10,948 38,529

Men

Total

Non-management

13,577 15,783 29,360

40,934 27,595 68,529

13,290 16,286 29,576

40,687 27,985 68,672

13,855 15,637 29,492

41,436 26,585 68,021

Management

TOTAL

Number of hours/FTE

33

32

32

Staff with permanent contracts present or having left at December 31.

2

Training courses targeted primarily advisory and management functions in response to the Group’s strategy of establishing a human-relations-based banking model that even better satisfies our customers. In line with its employer promise, Groupe BPCE’s training policy focused on three main areas in 2019: Boosting expertise to support the transformation: MANAGEMENT OF OMNI-CHANNEL RELATIONSHIPS Training for all customer advisors in 2019 focused on the appropriation of omni-channel business relationships (the capacity to serve, inform and advise customers across all The Group’s relations-based banking model aims to have 50% more specialized advisors in 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 dual goal of enhancing expertise and facilitating the rollout of these positions in all local regions. In addition, in 2019, the Group organized its first “Business Customer Management Excellence” program. This program, which is offered in partnership with ESSEC business school and the CFPB school for the banking industry, leads to a Master’s qualification. BANKING PENETRATION AND ACCOUNT FEES To meet customer requirements, new offerings to increase banking penetration rates have been rolled out, with the “Cristal” range at the Banques Populaires and “Les Formules” for the Caisses d’Epargne. Training was provided to accompany the launch of these products. CONSTANTLY ADAPTING TO NEW REGULATORY REQUIREMENTS Since 2018, the companies of the Group have made considerable investments to comply in full with increasing regulatory requirements. Putting customer satisfaction first: The service-minded approach involves adopting attitudes that are aligned with our customer segmentation. In addition to the reference framework for corporate client markets, delivered under the HR Lab program, an “Excellence in customer relations” program has begun to be rolled out in Group companies. Enabling employees to co-write their career paths: The Group continues to invest in providing its employees opportunities to self-train at their own pace and according to distribution channels). SPECIALIZED ADVISORS

their personal needs. Mobile Learning solutions offer short training sessions available on all devices (videos, quizzes, etc.). This format has been chosen by the Group to enhance its employees’ digital acculturation with B’digit. In 2019, the Group laid the foundations for a self-learning organizational model by rolling out a solution to enable all employees to share their knowledge, experience and practical advice with their peers by posting short video explanations, for example. The Group also set up a process to generalize Workplace Training Initiatives (AFEST program) as required in the French Future Career Planning Act of September 6, 2018. This way of learning delivers excellent results. It is fully aligned with participants’ requirements, does not disrupt the unit’s operations and therefore helps improve customer satisfaction.

BREAKDOWN OF PERMANENT STAFF TRAINED BY AREA OF TRAINING

Cross-business 13 %

Regulatory 33 %

Information technology 14 %

Management 4 %

Banking and insurance techniques 19 %

Expertise 1 %

Professional or certified programs 3 %

Sales 13 %

Training is primarily focused on regulatory issues, followed by banking and insurance techniques and IT.

FACILITATING INTERNAL TRANSFERS Groupe BPCE launched an internal mobility portal in 2017: Mobiliway. This fun and informative Intranet site displays job vacancies available at Group companies. Mobiliway is being gradually rolled out at all Group companies and will be expanded and improved in response to user feedback.

101

UNIVERSAL REGISTRATION DOCUMENT 2019 | GROUPE BPCE