First, the integration of assets acquired from BMN-Penedès in 2013 and the increase in customers and business resulting from the takeover of Banco CAM in December 2012 made it necessary to upgrade Banco Sabadell’s IT systems to obtain a very considerable increase in processing capacity. Increased capacity was required not only in the banking IT system to accommodate a twofold increase in activity, but in the IT systems running the BS Online and BS Móvil online banking services, which saw increased usage of 44% and 75% respectively. There was also room for some technological innovation during the year, including such state-of-the art projects as an e-banking app for Google Glass that is without equal in Spain.

The Bank continued its policy of providing training for all group employees, achieving high levels of participation. This included a highly successful programme to train new employees entering the organization as a result of recent acquisitions. These employees were supported by tutors assigned to newly integrated branches. In-service training was extended across the entire branch network, with more than 6,207 employees taking part. This included the “Laude” programme, an arrangement with the University of Barcelona to award university qualifications to employees successfully completing in-house training courses.

At senior management level fresh progress was made in the group’s approach to executive training, including 360-degree assessments in a continuation of the Executive Leadership Programme with 254 senior managers taking part, and a Senior Management Audit and Assessment exercise to draw up management structures for the new Catalonia and Northwest regional divisions. Other key training actions included online and attendance-based training for 400 managers from the group’s Central Services divisions. Our Business Development Programme helped branch employees meet the challenges of adapting to the new approach to customer relationship management and business development; a third Corporate Management Programme (CMP) provided recently appointed middle-management employees with the new management and leadership skills expected of a Banco Sabadell executive.

During the year, as permitted by the regulations on remuneration enacted by the European authorities and the legislation implementing these in Spain, and with the authority of a resolution of the General Meeting, the group approved the use of options on Banco Sabadell shares as a form of payment of variable compensation accruing in the year 2012, to which directors and employees subject to regulatory oversight have voluntarily agreed.

The assistance plan linked to the redundancy procedure applicable to employees of the former Banco CAM comprised two simultaneous initiatives: first, a plan to revitalize business in the levant regions and, second, an outplacement scheme that has enabled 33% of ex- employees enrolled in the scheme to find other jobs.

Banco Sabadell is a Spanish market leader in quality of service and customer satisfaction ratings from both business and individual customers. Professionalism, care and attention to detail, and insistence on best practice are the group’s defining values.

To make this possible, the Bank carries out regular studies that enable it to identify areas for improvement as they develop, both throughout the whole organization and at each individual branch. These include branch quality audits and customer satisfaction surveys (see Figure 5).

Any customer or user of group services can contact the Customer Service Department (CSD) if they have a complaint or a claim that cannot be settled with the branch in the normal way.

The CSD is independent from the business and operational side of the group and is governed by the group’s own rules and procedures on customer and user protection (see Figures 2, 3 and 4.)

Of particular interest are the prizes awarded to the best bank branches, as examples of successful teamwork. This year’s winners were the branches at la Jonquera, Illescas, Alhaurín el Grande, and Segorbe and the Elche-Parque Empresarial and Palma de Mallorca business branches. The Qualis Gold Prize, which is given in recognition of a person’s past career, was awarded to Luciano Méndez Sánchez, head of Caribbean Business.

During the year 2013 a total of 4,129 employees posted messages on BS Idea, the group’s Web 2.0-based collaborative platform, contributing 2,656 ideas.