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Annual report 2021

About Bank

Strategy 2021-2024: Responsible Bank. Modern banking

In March 2021, Pekao Bank announced a new Strategy for 2021-2024: “Responsible Bank. Modern Banking.” According to the strategic plan, Bank Pekao will: become a universal bank, the bank of first choice for its clients, develop a remote distribution and customer service model, focus on cost and process efficiency, and grow in the most profitable market segments.

The strategy is based on four pillars: Customer, Growth, Efficiency and Responsibility.

PILLAR: CUSTOMER

The Bank will put the customer and their needs at the centre of all its activities, and therefore intends to intensively develop digital channels and fast and convenient service processes. Bank Pekao will strive to enable retail clients to handle almost any matter online. A digitization rate of nearly 100 percent is one of the key strategic aspirations. The PeoPay mobile application will be the main channel of contact with the client. Bank Pekao will make even greater use of advanced data analytics and modern sales support tools in order to personalize the offer, improve service quality and increase the propensity to recommend its services. A key measure of success that Bank Pekao will strive for is promotion in customer satisfaction rankings,

PILLAR: GROWTH

The bank will focus on business growth in the most profitable market segments, product groups and areas of untapped potential, i.e. consumer finance, micro-enterprises, SMEs and MID enterprises (medium-sized enterprises). Over the next four years, Pekao wants to acquire more than 400,000 individual customers every year and increase its share in the cash loan market from 7 percent to 10 percent. By 2024, the demographic structure of the retail customer base is expected to rejuvenate over 600,000 customers under the age of 26. The growth in the SME segment will translate into an increase in the market share in this segment to 12%. On the other hand, in the micro-business segment the Bank plans to acquire over 40 thousand clients a year and increase its market share by 3 percentage points to 8%. Pekao will also focus on digital growth in investment products and will strengthen business synergies and cooperation with the PZU Group. The Bank also aspires to strengthen its presence in the online shopping and e-commerce market,

PILLAR: EFFICIENCY

The bank will focus on technological transformation and improving the efficiency of operations, accelerate digitization and migration of processes to remote channels, and optimize credit processes. The driving force behind the transformation and execution of the strategy will be IT – flexible and able to respond quickly to the needs of the bank’s operating units and customers in changing market conditions. Looking ahead to 2024, the Bank plans to invest in transformation and develop IT in the areas of technology and innovation, modern architecture, rapid software development, infrastructure reliability, human resources and competence,

PILLAR: RESPONSIBILITY

Bank Pekao wants to support economic development by focusing on distributing government and EU economic recovery and climate transformation programmes to its customers. At the same time, the very commercial and operating activities of the Bank will be more based on the factors of sustainable development. Pekao wants to maintain a safe risk profile in the changing market environment and have one of the lowest risk costs among the largest banks. To do so, it will improve its risk model infrastructure, automate credit scoring processes, and ensure cybersecurity.

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