About Bank
Our ambition is a strong position among the most profitable and effective banks in Poland, including increasing the return on equity (ROE), reducing the cost-to-income ratio and increasing the number of active mobile banking customers.
„Responsible Bank. Modern banking” is the new strategy of Bank Pekao S.A. for the years 2021-2024.
The strategy is based on four pillars: Customer, Growth, Efficiency and Responsibility
We will put customers and their needs at the center of all its activities, therefore it intends to intensively develop digital channels as well as fast and convenient service processes. We will strive to enable retail clients to handle almost any matter online. The digitization rate amounting to nearly 100% is one of the key strategic aspirations for 2024. The PeoPay mobile application will be the main contact channel with our customers. We are planning to make even greater use of advanced data analytics and modern sales support tools in order to personalize the offer, improve the quality of service and increase customers’ willingness to recommend its services. A key measure of success that we will strive for is a significant improvement in customer satisfaction rankings.
In line with the Strategy, we focus on business growth in the most profitable market segments, product groups and areas of untapped potential, which will bring improved profitability, i.e. consumer finance, microbusiness, SME and MID enterprises.
Over the next year, we want to acquire over 400 thousand individual customers every year and increase our market share in cash loans. Moreover, we will seek to rejuvenate the demographic structure of the retail customer base. Our goal is to acquire a total of over 600 thousand customers under 26 years of age by 2024.
We want to strengthen our market position and increase our market share in the segment of small and medium-sized enterprises and in the segment of micro-enterprises.
We plan also to strengthen business synergies and cooperation with PZU, which will result in an increase in sales of insurance products and a twofold increase in the gross written premium by 2024.
In line with our Strategy, we will strengthen our presence on the e-commerce market through making installment loans available on-line. We will also offer solutions for e-stores and e-commerce platforms enabling sale in installments.
In times of strong pressure on the profitability of the banking sector, the ability to effectively manage costs and process excellence has become even more important, which is why the Bank focuses on technological transformation and improvement of efficiency of operations, accelerates digitization and migration of processes to remote channels and optimizes credit processes. An important element of the Strategy is the expansion of the self-service zone for customers in remote channels. We will strive to increase the level of customer self-service so that by 2024 80% of customers from the SME, MID and Corporate segments will use the self-service zone in digital channels.
In line with the Strategy, we strive to optimise key credit processes, which should result in shortening the time to loan decision.
We want to support economic development by actively engaging in governmental, EU economic recovery, and climate transformation programs for our clients. Our commercial and operational activities will be even more based on the factors of sustainable development.
We will strive to maintain a safe risk profile in the changing market environment and to maintain one of the lowest costs of risk among the largest banks. To achieve that, we will improve the infrastructure of risk models and automate credit assessment processes.