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ANNUAL REPORT
2018

Key figures

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Our clients

5,685,000 retail clients

23,700 corporate clients

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Our employees

6,524 FTE in mBank Group

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Mobile application

1.5 million users

Transactions

Nearly 850,000 of our clients use BLIK

Mobile banking at its best
Customers acquired by mobile Clients logging in to the account via mobile devices mAccelerator Omnichannel: application, mLine, chat, video
Mobile onboarding – opening an account via application, without
a courier or visiting
the branch		 an average of 27 logins a month 38% of clients uses the mobile application Cooperation in scope
of i.a. cybersecurity
and robotisation		 32.2% of all mLine interactions came from mobile application
Key results and indicators
Revenues Cost to income ratio Total assets growth ROE net
PLN 5,059 million 42.8% +10.9%
year on year		 9.5%
Basic facts for investors
Capitalisation Share price Member of the WSE indices, including: mBank ratings
PLN 18.0 billion
(EUR 4.2 billion) 		 PLN 424.2 WIG Banks, WIG20, Respect Index  Fitch: BBB
Standard & Poor’s: BBB+
[FS6] 

A comprehensive offer in three main business segments

Retail operations in Poland, the Czech Republic and Slovakia. Service for individual clients and microenterprises, constantly improved with new solutions.

65.7% of the Group’s pre-tax profit

Number of clients:  5.7 M

Number of branches: 1741              

Increase in loans
(excluding FX effect): 7.5%

Increase in deposits: 18.4%

1Including 141 branches in Poland and 33 in Foreign Branches, without mKiosks and mFinanse outlets.

Supporting the development of SMEs and corporates based on the bank’s many years of experience in providing services to enterprises.

30.3% of the Group’s pre-tax profit

Number of clients: 23,700                 

Number of branches: 46            

Increase in loans
(excluding FX effect): 15.2%

Increase in deposits: 1.4%2

2 Excluding repo/sell-buy-back transactions.

Services on behalf of clients and mBank, including sales of financial products, liquidity management, mBank balance sheet management, interest rate risk and custody services.

4.6% of the Group’s pre-tax profit

IRS / FRA market share: 10.7%

Market share of Treasury bills and bonds: 14.3%

Mid-term bank debt market share: 23.4%

mLeasing

Financial and operating leasing of cars, trucks, machines and real estate.

mFaktoring

Domestic and export factoring with and without recourse, as well as import guarantees

mFinanse 

An open platform for the sale of financial services: loans, accounts, insurance, investment and savings products.

mBank Hipoteczny                         

The loan offer on the real estate market and the issue of covered bonds.

Key projects and innovations of mBank Group in 2018

In 2018, we became a banking partner of the Great Orchestra of Christmas Charity Foundation (WOŚP) – a non-governmental organization having the greatest social trust in Poland. We processed financial transactions of WOŚP both during the 26th Finale of the Orchestra on January 14, 2018 and throughout the whole year. We not only encouraged our clients to support the initiative, but also decided to donate PLN 7 million to WOŚP.

For more information about our strategic co-operation with the Great Orchestra of Christmas Charity, see WOŚP – we play together!

 

In 2018, mBank set up mElements, a company specialising in innovative banking application programming interface (API) solutions. mElements maintains mBank’s API platform created as a result of the EU PSD2 and uses the established know-how to expand mBank Group’s offer.

The company has successfully launched a unique credit API which allows mBank to incorporate its credit processes for both retail clients and SMEs into e-commerce platforms. The solution has been used in practice by Allegro and DotPay, which enabled micro-enterprises operating on the internet to apply for a credit limit and have their credit applications processed in an online process using, among other data, information on their e-commerce sales. The process is fast and simple, the clients can apply online in the used service.

mBank will further develop and enhance e-commerce processes to offer both buyers and sellers a more convenient experience while ensuring the highest level of security and providing them with comprehensive technical support.

mAccelerator has been the first investment fund in Central and Eastern Europe supporting the development and commercialization of new technologies. It was equipped with a budget of EUR 50 million (an equivalent of over PLN 200 million). The fund invests in start-ups which later should become partners for financial institutions from around the world. It focuses on cybersecurity, biometrics, robotic process automation (RPA), artificial intelligence and digital marketing (in particular chatbots and communicators).

With Bot4Business and SaveCart added in 2018, the fund’s portfolio is now composed of four companies:

  • Centrum Bezpieczeństwa Cyfrowego – a provider of cybersecurity solutions based on passive biometrics and 24/7 customer support in the area of online security;
  • Digital Teammates – a company specialising in RPA;
  • Bot4Business (B4B) – an AI-powered messaging platform;
  • SaveCart – a developer of personalised offers from online shops.

B4B has been developing a platform for communication with clients via messaging apps (such as Messenger and Viber). The platform is supported by artificial intelligence and suggests consultants how to answer clients’ questions. B4B provides the service to an entity from the cybersecurity industry and is in the process of acquiring another client.

SaveCart has created a client activity monitoring tool that examines client preferences and builds behavioural profiles. It uses the data to send clients real time ads, messages and shopping recommendations.

In December 2018, mBank launched a behavioural user verification pilot programme in cooperation with Centrum Bezpieczeństwa Cyfrowego. It analyses a user’s interactions with the computer or mobile device, i.e. mouse and keystroke dynamics. After the trial phase the service will be made available to all clients and will constitute an additional security element. The bank will check the identity of the user who logged into the system and will be able to immediately respond to security threats.

We started to refresh our online banking for individuals and SMEs (excluding the mBank CompanyNet platform for corporate clients) in 2018. The upgraded online banking will be easy to use and more flexible. We want to make it easier for users to adjust the service to their needs. Thanks to this, users will be able to better adapt it to their needs.

We have been improving the design and rolling out new features gradually to give our clients time to learn them. All changes in the design and features have been developed in consultation with our clients.

Our clients supported us in changing the looks and features of the service. We spent more than a year collecting their opinions and asking them about which online banking features were important to them, how they rated the existing service and how they would like to use it in the future. We also added a “Rate us” button in the online banking enabling clients to leave comments in sections which were important to them.

In August 2018, we implemented the “Qlips” service making it easier to pay bills directly in electronic banking. Clients can select providers for whom payments will be generated automatically in the transactional system. Unlike the conventional direct debit, the service enables clients to verify data before accepting a payment. The Qlips service is used both by paying bills and their issuers – service companies can use a convenient and easy to use channel of communication with their customers.

Awards and distinctions

  • mBank’s mobile application won the first prize in the mobile banking category and was honoured by internet users at the Mobile Trends Awards 2018 gala, the most prestigious event of the mobile industry in Poland;
  • mBank also won international recognition for its mobile banking by making it to the top four in the BAI Global Innovation Awards competition in the category Innovative Touchpoints & Connected Experiences. BAI is a prestigious programme promoting the most innovative solutions in the financial services industry worldwide;
  • mBank was named one of the top three mobile banking applications in Europe by the consulting company Forrester.
  • Once again mBank triumphed in the Stars of Banking competition organised by Dziennik Gazeta Prawna daily and PwC. mBank ranked second in the Star of Innovation category (among others in recognition of its application, mobile authorisation and multi-currency card). In the main category honouring growth rate, stability, efficiency, innovation and customer relations, mBank came fourth;
  • For the second time mBank won the Trustworthy Brand statuette in the third edition of a poll organised by My Company Polska monthly, taking the top spot in two categories: “Bank offering company accounts” and “Bank offering corporate loans”. The online poll was conducted in the Polish SME sector by Kantar Millward Brown. The poll covered more than 184 product brands, but it was mBank that made it to the elite group of 21 brands that won the trustworthy brand title;
  • mBank came second in the “Banks recommended for businesses” ranking organised by The magazine recommended banks that were rated highest for their offer and service quality. According to Forbes, mBank’s offer is second to none and scored 28.5 out of a maximum of 30 points. In the remaining categories: loans, deposits, mobile banking and offer diversity, mBank scored perfectly;
  • mBank won the best funding bank award of the Polish Private Equity and Venture Capital Association (Polskie Stowarzyszenie Inwestorów Kapitałowych, PSIK). The PSIK Awards contest honours private equity/venture capital fund managers and consultancies, banks and law firms for their achievements on the Polish private equity/venture capital market;
  • mBank was among the winners of the Global Finance contest in the category “World’s Best Corporate/Institutional Digital Banks 2018”, while its online transactional service for corporate clients was once again named the best in Poland;
  • EUROMONEY magazine awarded mBank first place for “Best Service Bank in Poland”. Corporate clients, including chief financial officers, directors, treasurers and accountants, decided that the financial services offered by mBank are the best in Poland.
  • mBank’s campaign “Year 1999” won the golden statuette in the “Effie Awards Poland 2018” in the “Finance” category.
    The campaign was addressed to people who came of age in 2017;
  • mBank won the prestigious “Golden Clip” for the best campaign in the “Finance” category. The success was owed to mBank’s innovative and engaging campaign accompanying its move to new headquarters in Łódź (“Przystanek mBank”);
  • The 2018 survey of journalists’ opinion about banks and their Public Relations policy, done by ARC Rynek i Opinia institute, showed that mBank’s press office is the best in Poland;
  • mBank is one of the best Listed Companies in 2017. In the ranking organised by Puls Biznesu, mBank came third and was the only bank among the winners. The team led by Ernest Pytlarczyk ranked second in the category “Best Investor Relations”;
  • In the “Golden Banker” competition organised by Bankier.pl and Puls Biznesu daily mBank triumphed in two categories: Socially Responsible Bank (for the book “Mathematics is everywhere. Family adventures with mathematics” published by mFoundation) and Social Media (the best social media appearance). In January mBank made its debut in joining the 26th Grand Finale of the Great Orchestra of Christmas Charity (WOŚP) and was the first in Poland to livestream the event with a “donate” option;
  • mBank was once again recognised for applying the best security practices. The award was granted not only for the security tools and procedures used in the bank, but also for its additional educational efforts in the area of safe electronic banking. For three years we have been running the “Be Cautious Online” campaign (“Uważni w sieci”) raising people’s awareness of the threats lurking online and promoting positive behaviours keeping them safe;
  • Again mBank joined the prestigious group of companies included in the RESPECT Index on the WSE. It includes most liquid companies which undertake socially responsible initiatives for the environment, community and employees;
  • mBank was named one of the best employers in Poland once more, and was awarded the Top Employer 2018 title given to companies that create the best working conditions and care for employees’ talents and development at all levels of the organisation. At the same time, mBank was awarded two distinctions for the Best Employer Branding Campaign;
  • mBank’s Social Media team was awarded in the category “Best Contact Centre Team” in the Golden Receiver contest organised by SMB Polish Marketing Association. Moreover, mBank was among the winners of the category “Excellent Client Communication” for the project “Talk to your client like with a good friend”;
  • Industry experts praised mBank for its online security campaign (“Uważni w sieci”), which impacted not only mBank clients, but also on all internet users. mBank’s commitment to educating clients was awarded at the Secure Tech conference in the Best Practice category;
  • Once again mBank won the ranking organised by Bankier.pl in the category “best mobile application developed by a commercial bank”. The bank was appreciated for its payment infrastructure, scoring the maximum points in this category, and for high quality customer service in the area of finance management on mobile devices;
  • In the HR DREAM TEAM 2018 mBank was awarded a statuette for the project “To help. Not to annoy. To delight. Anywhere.” in the category “Effective and friendly recruitment”. The contest promotes highly effective teams implementing projects in the Human Resources area;
  • Voted by international experts, mBank secured the top spot as the “Best Private Bank in Poland” in a competition organised by PWM and The Banker magazines, for the second time.

More information on awards and distinctions can be found on the bank’s website in the “Press Centre” section: http://media.mbank.pl/

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