İŞBANK ADOPTS A
PROACTIVE APPROACH
AND RESPONDS TO
RAPIDLY-EVOLVING
CUSTOMER DEMANDS
AND EXPECTATIONS
WITH INNOVATIVE,
TRENDSETTING,
TECHNOLOGY-INTENSIVE
PRODUCTS THAT REFLECT
CONSTANTLY-CHANGING
MARKET CONDITIONS.
THE POSITIVE IMPACTS OF THE
EFFICIENCY AND COST CONTROL
PROJECTS BEGAN TO BE EVIDENT.
Efficiency and cost control projects were
among the greatest contributors to the
attainment of the targets we had set for
2012.
Launched within the framework of İşbank’s
medium-term strategy and designed to
assess our Bank’s operational and service
processes from the perspective of “lean
management”, the Operational Excellence
project enabled significant increases in
efficiency, as well as cost savings. During
2012, we continued with our activities to
expand the distribution network in regions
offering potential while taking into account
productivity and profitability criteria.
Meanwhile, within the framework of
İşbank’s objective to achieve enhanced
customer satisfaction, we have maintained
the efforts that will provide the highest
added-value to our Bank in customer
relationship management systems and
alternative distribution channel technology.
The common focal points of these efforts
were accurate and timely fulfillment of
customers’ needs, while further upgrading
the infrastructure to increase effectiveness
in cost management.
INNOVATIVE PRODUCT DEVELOPMENT
CONTINUES AT FULL SPEED
İşbank adopts a proactive approach and
responds to rapidly-evolving customer
demands and expectations with innovative,
trendsetting, technology-intensive products
that reflect constantly-changing market
conditions.
Parakod (MoneyCode) and Karşılıklı Çek
(Certified Cheque), launched for the first
time by our Bank in Turkey, along with a
number of other services and products
introduced to the market in 2012, served
as exemplary practices for the sector.
Pioneering technology implementations
contributed to our goal of increasing our
Bank’s overall productivity.
With a long tradition of taking on trailblazing
roles in the banking industry, İşbank will
continue to offer its customers applications
that serve as a model in product engineering
in 2013 and facilitate banking transactions
through this year and the years to come.
THE VISION TO BE TURKEY’S BEST
MULTICHANNEL BANK - INSTANT
BANKING.
İşbank designed its vision for alternative
distribution channels with the intent to
become “Turkey’s Best Multichannel Bank,”
and all our applications in this field are
coordinated under the “Instant Banking”
brand. Instant Banking will continue
to deliver innovative products to our
stakeholders, including millions of retail
customers, while making banking easier.
As we endeavored to ensure that our
customers can easily access and use all our
transaction channels, we simultaneously
improved the capabilities of our channels
and enhanced customer experience.
Accordingly, a number of new products and
services were launched during 2012.
WE ARE EXPANDING OUR
INTERNATIONAL SERVICE NETWORK IN
KEEPING WITH OUR TARGET OF BEING A
REGIONAL AND GLOBAL BANK.
Aiming to offer service to every customer
under any circumstance, İşbank continued
to broaden its international service network
during 2012. Within the scope of our
international expansion strategy, based on
becoming first a regional and then a global
bank, we have conducted comprehensive
analyses of the Azeri, Iraqi, Pakistani,
Egyptian and Georgian markets which were
identified as our target regions.
As a result of our undertakings to expand
our international organization, two new
branches were brought into service in
2012: our Batumi, Georgia and Prishtina,
Kosovo branches were opened in July and
December, respectively. Additionally, İşbank
Germany, our Frankfurt-based financial
subsidiary, opened the Mülheim, Cologne
branch in December, increasing the number
of branches in Germany to 13 and the total
number of international branches to 17.
Another focus for us in 2012 has been to
broaden the product range offered by our
overseas organization. Accordingly, we have
taken major steps to align the products
offered to our customers abroad with
those available to our customers in Turkey,
through various initiatives including ATMs,
internet banking, credit cards, debit cards
(Bankamatik) and POS machines. We have
also initiated infrastructure work to improve
CEO’S MESSAGE
18
İŞBANK
ANNUAL REPORT 2012
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