14.1
Relations with customers
From the beginning of its existence Alior Bank plays a key role on the market, maintaining high service quality standards, as confirmed by many prizes and awards. The Bank cares for its customers at each stage - both when developing its product offer and when creating the network of outlets and employing staff. The Bank’s success is based on its organizational strategy aimed at addressing customer requirements through advisory services based on benefits and tailoring products to expectations.
The Bank’s care to maintain high commitment is reflected in regularly monitoring the work of its employees and reviewing customer satisfaction by conducting telephone and internet surveys. By conducting regular training and tests, the Bank maintains a high level of factual preparedness for work.
The Bank also analyzes customer claims which enables immediate reaction and – if necessary – remedial action. As of the beginning of 2011, the Bank enabled its customers to ask questions and file claims electronically through internet banking. It is a convenient and easily available communication channel between the customers and the Bank.
14.2
Relationship with employees
Innovations in Alior Bank have always played a key role, as reflected in implementations of innovative products and services, such as Alior Sync.
The Bank implemented a series of programs enabling all employees to report and realize their own innovative ideas, which include:
the initiative “Innovative Mondays” in the form of working meetings where apart from the ideas proposed by employees themselves the latter may acquaint themselves with the newest trends in the banking sector and innovative actions of domestic competitors and international leaders.
the iAlior portal – an innovative platform where more than 1000 threads were
existing processes and services. The platform is also used to share knowledge and experience submitted by customers. The Bank recruited people to test new products and solutions from among iAlior platform users.
the ZineINC communication platform – Alior Bank as the first firm in Poland implemented an innovative multi-layer communication platform - ZineINC. The tool is used in the Bank’s internal communications ensuring constant access to information to the Bank’s employees at any place and time. This is enabled by mobile applications available for the iOS (iPhone + iPad) systems and Android (telephone + tablet) and on www pages. The use of functions known from social media enable the Bank’s employees to actively use topical channels by monitoring information which is published there, adding comments, discussing and participating in competitions. They also are able to participate in creating particular channels and perform editorial functions.
Several trainings are also organized for the Bank’s employees. Each newly-employed person in a branch starts his/her work with introductory training. Such training is conducted in the Bank’s especially adapted training centre and may last for up to three weeks. New employees have a chance to better acquaint themselves with the organization, integrate into the firm and make new relationships. After beginning work each employee has a coach in the branch and a dedicated internal trainer. Alior Bank employees may participate in various types of training programs conducted both by internal and external trainers. The Bank conducts a wide range of training courses – product, sales, general and many others. In the first six months of 2013 employees participated in training which lasted more than 132 500 hours.
14.3
Educational, cultural and charity activities
Alior Bank is a socially responsible corporation. From the beginning of its operations it supports local communities and undertakes many charity and sponsoring initiatives. In January 2013 during the 21st Final of Wielka Orkiestra Świątecznej Pomocy (Great Orchestra of Christmas Charity) Alior Bank together with the Siepomaga.pl portal joined in collecting money and enabled customers and the Bank’s employees quick and easy transfers of funds. In effect, over 600 of the Bank’s customers and employees participated in the collection of funds on the Siepomaga.pl portal and managed to collect PLN 18 762, which was earmarked for saving children’s lives and providing medical care for senior citizens.
In March 2013, Alior Bank became partner in the Inspiring Solutions conference on IT applications in business. During the three days of the conference, students of the Warsaw School of Economics and other economic universities learned about the significant role played by IT in companies’ operations. Students also could meet with Alior Bank specialists and find out about possibilities of employment in the Bank.
On the occasion of Children’s Day, Alior Bank once again organized a cruise on the Warmia lakes for 70 children from Olsztyn and its vicinity. The group included children chronically ill with leukemia, children from the Olsztyn Orphanage and a group of youth from the Voluntary Labour Corps.
The Bank also engages in actions which promote high culture. In June it sponsored the Charity Maltese Knights Concert where works of Paganini, Mozart, jazz standards and
other works were presented by such stars as Gary Guthman, Stanisław Drzewiecki and Konstanty Wileński. The Lviv National Chamber Orchestra also participated in the concert. The concert, to which customers of Alior Bank were invited, took place on 5 June 2013 at the National Philharmonic Hall in Warsaw.
Moreover, Alior Bank together with Alior Instytut Szkoleń, prepared a series of training sessions on psychology in business, management competencies and personal development for its customers. Lectures were held by such international experts as Prof. Robert Cialdini, or the world class authority on personal finance management – Harv Eker.