Sberbank information (materials)
Organization of Retail Services and Sales
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- 7.Operations in Financial Markets
- Operations in the Money Market, Foreign Exchange Market and Precious Metals Market
Organization of Retail Services and SalesThe Bank continued developing a fully functional telephone contact center to offer its clients round-the-clock services by telephone and multi-media channels throughout Russia. In 2011, four sites of the contact center, in Moscow, Voronezh, Yekaterinburg and Saint-Petersburg were joined by a new site in Volgograd. The total number of jobs at all sites of the contact center rose from 833 to 1,760. The need for the contact center’s services is confirmed by the growing number of calls received on a daily basis, from 57,000 in 2010 to 132,000 in the reporting year. Despite such a rapid growth in the number of calls, the contact center's performance remains high: two thirds of incoming calls are answered by the center's staff within 40 seconds. The Bank has been actively developing remote channels for selling banking products. In 2011, the share of transactions in remote channels increased from 57% to 71%. In 2011, the Bank:
Sberbank has set aside a separate line of business – operations with wealthy clients. Its employees offer such clients individual end-to-end banking services and financial consultations on a high professional level. By the end of 2011, the Bank provided services to VIP clients in 98 cities in 143 offices, including 15 offices under the new sub-brand of SBERBANK1. These offices not only provide a better level of service and additional confidentiality during business negotiations, but also offer a wide range of modern banking products and services. They include Visa Infinite and American Express Platinum/Black premium cards with the Concierge Service and the loyalty program, special deposits and loans, trust management, broking services, mutual funds, combined products, investment and insurance products, life insurance products. As of 1 January 2012, Sberbank had over 31,000 VIP clients and funds raised from them amounted to over 320 bn. rubles. Key aspects of Sberbank's 2011 operations included improving the quality of service to retail clients and shortening lines in the Bank's offices. To this end, the Bank created a service quality management system within service training programs developed within it for different staff categories and regular comprehensive assessments of the quality of service. A single system of handling client requests was created that includes information support of clients at the Bank's website, in social networks and on banking forums. These initiatives helped to enhance the quality index of the service that takes into account personnel performance, exterior and interior of the division and speed of service, from 78% to 86%. In addition, lines became much shorter: the share of clients that have to wait in line for over 15 minutes19 fell from 41% to 13% in the year. 7.Operations in Financial MarketsIn the first half of 2011, the situation with foreign currency liquidity remained stable. Sberbank placed Eurobonds worth 1 bn. US dollars in the second half of the year to increase long-term liabilities in the structure of its foreign currency liabilities and attracted a syndicated loan of 1.2 bn. US dollars. Coupled with an influx of client funds in foreign currencies, this was instrumental in reducing funds raised in a foreign currency through direct REPO transactions by almost 1.4 bn. US dollars. Excess liquidity in a foreign currency was placed by Sberbank mainly in deposits in leading western banks and used late that year for SWAP transactions to maintain its ruble liquidity. An excess ruble liquidity with a falling trend was maintained during the better part of 2011. Sberbank was actively involved in inter-dealer reverse REPO transactions and interbank lending transactions to place the surplus of ruble liquidity. In Q4, ruble liquidity significantly fell, mainly because of the granting of loans. In this regard, Sberbank raised funds on the interbank market, made SWAP transactions and raised funds within direct REPO transactions with the Bank of Russia. Operations in the Money Market, Foreign Exchange Market and Precious Metals MarketDuring 2011, Sberbank preserved the position of one of the principal operators in the market of interbank lending and the domestic forex market. Conversion operations in the interbank and stock markets reached 33.3 trillion rubles, deposit transactions (interbank lending and intra-system redistribution of resources) – 72.7 trillion rubles. The amount of conversion and deposit transactions in the currencies of the CIS and countries from further afield was over 20 bn. rubles. The Bank's main effort in furthering conversion and deposit transactions in 2011 was aimed at securing a more effective collaboration with the largest corporate clients and improving the quality of service. During the year in question, the number of transactions individually arranged with corporate clients increased from 100 to 300 a month, and the average monthly volume of conversion transactions arranged with clients went up from 1.5 bn. US dollars to 2 bn. US dollars. In terms of furthering its operations with derivatives, the Bank was largely focused on developing the client and trading infrastructure, actively promoting its range of derivative products for corporate clients. A standard English-law ISDA agreement was developed for transactions with corporate clients, a framework Russian-law ISDA agreement was developed, and mechanisms were designed for securing derivative transactions – pledge of shares and surety contract. In addition, the Bank was actively promoting a new range of products such as interest derivatives and structural deposits developed the year before. As a result, the volume of derivative transactions with clients reached 7 bn. US dollars in 2011, including:
Based on expert estimates, Sberbank's share in the derivative market grew from 1–2% to 10% over the year. The market of transactions in foreign currency cash was very active in 2011 because of the high volatility of currency rates. As a consequence, Sberbank's volume of note operations grew 1.5 times as compared to 2010 and reached 18 bn. US dollars. Sberbank's share in the import/export of foreign currency cash increased from 22.4% to 36.7%. Transactions of sale and purchase of precious metals in the foreign market, less SWAP transactions, grew 1.2 times to 7.6 bn. US dollars. SWAP volumes fell from 4.9 to 2.6 bn. US dollars because of a lack of need for raising US dollars in this manner throughout the better part of the year. Directory: common common -> Anbookstore com Copyright 2013 common -> Chapter 1: Property as rights, not thing common -> The Promise of Accessible Textbooks: Increased Achievement for All Students common -> Proceedings of the national assembly common -> Grade 8: Module 3B: Unit 2: Lesson 17 End of Unit 2 Assessment, Part 1 common -> Advanced 3G/4g vehicle Wi-Fi Router hw-wr1642 common -> Common Core and headsets: what you need to know Download 1.41 Mb. Share with your friends:
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