Sberbank - Annual Report 2010 - Our Mission and CSR

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# Our Mission and CSR

It is impossible for any organisation to be successful without a “compass” that determines the direction and defines the meaning of its activities. For us, this compass is our mission; it elucidates the core meaning of what we do and for whom we do it. Ultimately, it establishes our social role as an institution whose activities are capable of improving lives. From this perspective, the concept of corporate social responsibility is not something new to us — we have always considered our responsibility to those we work with, to our customers and to society as a whole, to be an integral component in our business policy.

Sberbank has followed this approach throughout its long history. The reward for this consistency is the most valuable asset any company could possess — the trust of our customers and society. According to an independent survey carried out at the end of 2010, Sberbank had the highest confidence rating of any Russian company.

In 2008, we adopted a new Development Strategy (http://www.sbrf.ru/en/investor_relations/strategy/), which defined our main goal — to become one of the world’s leading financial institutions. This ambitious goal made the Bank reconsider its understanding of social responsibility, as well as the associated approaches and limitations. Originally, social responsibility at Sberbank focused mainly on ensuring stability in the banking system and the accessibility of financial services, but now we have expanded this to incorporate service quality, professional and personal development for our employees and ensuring high standards of corporate governance among other aspects.

## Our mission

- We are committed to instill confidence, we make people’s lives better, helping them to fulfill their dreams and aspirations.
- We are determined to build one of the best financial companies in the world, and our success will be based on professionalism, harmony and satisfaction of our employees.

Guided by our mission, we strive to maintain a balance between the interests of all the stakeholders with whom we interact.

We view customer relations as a particular priority, recognising that only high quality customer service and attention to customer needs are consistent with our Mission. We value customer trust and work to justify it. In striving to ensure that every customer has access to modern, high quality financial services, we invest in developing our infrastructure and new products and introducing advanced technologies.

Our employees are the face of the Bank. Through interaction with our people, customers form their own opinions of Sberbank and share these opinions with relatives, friends and colleagues. This is why it is critical for us that we have a highly professional team in which each member is committed to working together in unity. For the Bank to become one of the world’s leading financial institutions, we must change the work culture of all our employees.

We are committed to the stability and prosperity of the society in which we work, its fast-paced development, and the growth of its scientific and cultural potential. In every aspect of our business we strive to consider the interests of current and future generations, preserving the natural riches of our country and limiting any adverse environmental impact from our operations. We also strive to support those members of society who for various reasons are unable to cope alone in difficult circumstances and in doing so we pay particular attention to the needs of children.

We recognise that our responsibility to shareholders is increasing shareholder value and return on equity. The fulfilment of this responsibility depends, among other factors, on our transparency and respect for the legal rights and interests of shareholders and investors. We continuously work to adopt best corporate governance practices, endeavouring to set the benchmark for all Russian companies in this regard. Our focus is ensuring that our shareholders receive a stable return on their investment. When making management decisions, we seek to strike a balance between short- and long-term goals.

We judge our success by our relationships with customers, employees, shareholders and society as a whole. We hope that through this Corporate Social Responsibility Report, Sberbank’s first, you will learn more about us and realise that we are more than just a Bank.

## History

- Address of the CEO and Chairman of the Management Board Herman Gref
- Notes
- Statement of Cash Flows
- Statement of Changes in Equity
- Statement of Comprehensive Income

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- Operating Income
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