2012 Annual Report - Ixe

Informe Anual 2010
Annual Report 2012
Stakeholder Main Concerns Organization’s Response
Customers
Employees
Community
•Be served by staff with broad knowledge who
advise customers to choose the product or
service that best suits their needs.
•Delivery of products and services within the
specified timeframes.
• Obtain easy access to funds through different
channels that make them close, secure and
available.
• Work stability following the merger of Ixe.
• Quality of life (balance between personal life
and work, health care.
• Remuneration and opportunities for growth.
• Provide social assistance.
• Rebuild the social fabric.
• There is an ongoing training and staff certification program
to ensure that staff provides the right advice and good
quality attention.
• We have automated processes and service level
commitments that support the efficient delivery of products
and services to the customer; we continually seek to
improve our operating and sales processes to meet not
only our customers’ needs but also their expectations.
• Banorte is constantly innovating delivery channels with
reference to the strictest security measures so that our
customers can undertake transactions securely and easily.
Every year Banorte increases its network of branches, ATMs,
third party correspondents and develops new access points
through mobile and internet devices so it is always at the
forefront of innovation and security.
• In coordination with Great Place to Work Mexico a program
has been implemented to improve the work culture, aimed
mainly at Group leaders in order to increase leaders’ skills
at generating certainty among staff as well as improving
the quality of life of our colleagues and involving them in
Group projects.
• Human Resources has generated a new health scheme
that gives each employee better medical services both
for themselves and their beneficiaries.
• As a result of these actions, Grupo Financiero Banorte was
given the GPTW certification ranking 6 th out of the best
places to work in Mexico.
• In November 2012, Human Resources brought the salaries
and benefits of the two banks (Banorte-Ixe) into line, salaries
at Banorte and benefits at Ixe.
• Grupo Financiero Banorte currently has one of the best labor
offers with benefits that exceed legally mandated ones.
• Through GFNorte’s Foundation, we have supported the
actions and initiatives of Civil Society Organizations (CSOs)
and government institutions that provide social assistance
to improve the quality of life of disadvantaged communities
through donations, partnerships or knowledge-sharing.
• Link solutions to social problems affecting communities with
organizations that serve vulnerable populations.
• Invest funds in community development initiatives that
strengthen co-existence and interaction with members
of a community and participate in the generation of
opportunities for progress with the support of the n Red
SumaRSE network of like-minded companies.
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