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VAKIFBANK ANNUAL REPORT 2013
83
The oversight of the existing control mechanisms
for the compliance of the transactions performed
by VakıfBank with the relevant legislation,
banking practices, Bank’s internal policies and
ethical principles, is done by the Compliance
Directorate with the coordination of Audit Board
Department, Internal Control Department and Risk
Management Department.
The scope of the compliance function consists
of; tracking of the compliance risks that may
arise from the international regulations, in the
foreign branches and consolidated partners of
VakıfBank, performing necessary tasks in order to
continuously increase the compliance awareness
and culture within the Bank.
The Audit Board is directly informed about the
results of the activities carried out regarding the
compliance function.
12. Participation of the Stakeholders in the
Management
VakıfBank, primarily takes care of its employees
and all the stakeholders, and aims to meet the
expectations of its internal and external customers
by improving the quality of its products and
services and in order to achieve this aim, designs
all its systems in a manner that they can be
continuously improved.
VakıfBank pays at most attention that its
employees play an effective role at the production
stage of new products and services. With an
e-mail address created in the Bank, employees
were given the opportunity to state their
opinions within the scope of the new product
development. The presented opinions, after being
evaluated by the departments of the Head Office,
can be brought to the project stage.
If necessary, the Bank also provides information
to the stakeholders who are not Bank employees,
about the issues that concerns them via e-mail,
phone and other communication channels.
The Bank established the Customer Problems
Solution Unit, accessible via the Internet, to ensure
customer satisfaction. All suggestions, complaints
or positive feedback about the Bank’s products
and services are communicated to the relevant
department via email. Additionally, customers can
perform all banking transactions through a direct
call to Vakıfbank 7/24 branch at 444 0 724.
Within the scope of the decision (n.5491) taken
on the 22nd of August 2013 by “BRSA”; Metin
Recep ZAFER, Executive Vice President, was
appointed as “Consumer Relations Coordinator”
within the framework of the Article 93 of the
Banking Law n.5411, in order to ensure the
management of the complaints and requests
regarding products and services that are on an
individual basis.
13. Human Resources Policy
The Bank, on one hand prioritizes the issue of
motivation and job satisfaction by supporting the
progress of its employees within the framework
of the HR policies established in line with the
growth strategy and on the other hand aims
to create a loyal and happy staff at the highest
level. Within the scope of the growth strategy
and restructuring project, personnel recruitment is
going on while our growth strategy we have been
pursuing is supported with the enhancement
efforts in the performance evaluation, training,
career planning and promotion processes.
In line with the efforts to create a permanent staff
considering the new branches to be opened and
increasing workload and possible staff members
leaving, personnel planning and requirements are
determined while promotion exams are held and
recruitment is made.
In the recruitment process carried out to meet the
need for personnel, candidates can start working
for the Bank as an assistant auditor, assistant
financial analyst/associate and officer. Special
attention is paid to make sure the personnel that
will be working in the Bank have a bachelor’s
degree in banking from a 4-year department
of well-known universities of Turkey as well as
having a postgraduate degree and knowledge of
foreign language.
The performance process is continuously reviewed
and improved as the performance measurements
of branches and region offices (directorates) are
made; performances are fairly and objectively
evaluated; bonuses are paid to staff members
depending on their performances.
Training programs in and outside the Bank are
carried out to improve the competencies of
the staff and to ensure that the employees are
specialized in their jobs in line with their career
plans through the approach targeting continuous
learning, innovation and perfection.
Moreover, Training Department provides
orientation trainings within the scope of special
programs for novice assistant auditors, assistant
financial analysts/associates and officers in order
to help them get adapted to the Bank and in
order to make sure that the corporate culture is
adopted.
The aim is to create a structure based on the
specialization of the staff members in line with
their competencies and thus to determine
their career steps by taking their performance
measurements and trainings into consideration.
As a result of the evaluations made with an
organizational approach that grows its own
managers, competent staff members are
monitored and fostered for manager positions.
time, in order to ensure comparability, information
related to the past is also kept on the website
in a systematically arranged manner. By giving
emphasis to perform tasks in order to improve the
website, it is ensured that accurate and reliable
information is reached on the corporate website
through daily updates.
Opinion and information requests of all the
stakeholders in addition to their questions are
responded as earliest as possible by the Investor
Relations Department and the Shareholders
Relations Group. Postal addresses, phone and fax
information together with the e-mail addresses
of these units are available on the Turkish and
English corporate websites for the information of
the stakeholders.
10. Annual Report
The obligatory information, pursuant to the
provisions of the Communiqué (Serial IV, n. 56)
on “Determination and Implementation of the
Corporate Governance Principles” of the Capital
Markets Board and to the other legislative
regulations in force, are specified in the activity
reports of the Bank.
CHAPTER III - STAKEHOLDERS
11. Disclosure of Information To Stakeholders
VakıfBank stakeholders are informed regularly
about the issues deemed necessary, through
press releases, press conferences, interviews,
activity reports, news on the website,
announcements and various meetings.
In order to ensure accurate and reliable flow of
information, the Investor Relations Department
prepares presentations regarding the financial
statements disclosed each quarter, shares these
presentations with the investors via website
and e-mail and also announces them through
live teleconferences. The unit, by attending the
investor meetings organized by the investment
companies, shares the developments related with
the Bank and the sector and answers any type of
related question and request over the phone or
via e-mail on a daily basis.
Information requests, suggestions and complaints
of customers about the Bank’s products and
services as well as the problems of customers are
resolved by all relevant units of the Bank in the
most effective manner.
The Bank set up a separate Information System
Portal to provide internal information and
announcements to employees in the quickest
and most efficient manner. The intra-Bank
information sharing platform has improved
employee satisfaction and reduced loss of time
and effort, resulting in cost savings and faster
communications.