Abbreviations

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# Abbreviations

ANE Academy of National Economy

BU Business Units

VMI Voluntary Medical Insurance

EBRD European Bank for Reconstruction and Development

EIB European Investment bank

UDCC Unified Distributed Contact Center

ZAO Open Joint Stock Company

DP Disabled People

IFC International Finance Corporate

CSS Common service staff

CSR Corporate Social Responsibility

OAO Open Joint Stock Company

CC Client Complaint

AML/FT Counteracting the legitimisation of the proceeds of crime (money laundering) and the financing of terrorism

MCO Mobile Cash Office

RAS Russian Accounting Standards

Russia Russian Federation

Mass media Mass Media

CIS Commonwealth of Independent States

QMS Queue Management System

PMS Performance Management System

EDCS Electronic Document Circulation System

SSM Self-service Machine

BDC Business Development Centre

CAS Central Automated System

24/7 24 hours a day, 7 days a week

UNEP United National Environment Program

BelSEFF Belarus Sustainable Energy Finance Facility Programme

GRI Global Reporting Initiative

HR Human Resources

LBS London Business School

PR Public Relations

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