In Italy, Intesa Sanpaolo supplies its services via a network of approx. 4,500 branches distributed throughout the country, boasting a market share of at least 13% in most regions.
The Group also has a selective presence in Central-Eastern Europe, the Middle East and North Africa thanks to around 1,400 branches of its international subsidiaries operating in retail and commercial banking in 12 countries. It also has an international network specialised in providing support to corporate customers in 29 countries.
Intesa Sanpaolo is fully aware that the branches remain an important part of the distribution network, a physical place where customers can get personal support and assistance, particularly with regard to more complex transactions. Given the diversification of solutions across the various channels, local branches must provide an increasingly focused, personalised and high value-added service. To this end, a general service model review project was launched in 2014 to combine with the innovations pursued or introduced during the year and described in the “Offering a valued service to customers” @ chapter.
BANCA DEI TERRITORI DIVISION: THE NEW SERVICE MODEL
The Banca dei Territori Division is Italy’s biggest banking network, serving families, businesses and non-profit organisations.
The new network service and organisational model is one of the pillars of the Business Plan, described by the Managing Director and CEO of Intesa Sanpaolo as a tool for “meeting the needs of customers with increasing efficiency, improving the standard of our service and using two distinctive elements as our foundations: our capacity for “good banking” and the importance of local areas which characterises the Intesa Sanpaolo Group”.
Launched at the end of 2014 and in force since January 2015, the new model is based on three specialist “commercial areas” – Retail, Personal and Corporate – to enable greater commercial focus and improved service levels, maximising the specific skills of employees.
The Retail area is tasked with meeting the banking needs of core customers, families and small businesses, and of attracting high-potential customers.
The Personal area is highly specialised in managing the advanced savings, investment and pension requirements of Personal and Professional customers1, also through distinctive advisory services. The Personal branches have a dedicated space in Retail branches, and each one has its own Personal branch manager.
The Corporate area guarantees commercial and credit monitoring for Small Business customers with complex needs and Corporate customers. The goal is to become the reference bank for leading Italian businesses.
The creation of the three areas is reflected in the organisation of the Regional Governance Centres (7): in each one, there are three commercial managers, one per area, that coordinate 400 commercial areas, reporting directly to the regional manager. Each Commercial Management Centre also includes Product Specialists who are tasked with guaranteeing technical/specialist support to the area structures. It is a simple organisational model with a streamlined hierarchy and specialist expertise that is designed to meet the needs and specific goals of different types of customers.
Alongside greater specialisation, another challenge was that of simplifying roles: from 12 to 4 roles in the retail area and from 20 to 9 roles in the corporate area.
A corporate simplification strategy has also been implemented in the Banca dei Territori Division, with the gradual reduction of the number of existing legal entities: at the end of 2014 Banca di Credito Sardo and Cassa di Risparmio di Venezia were incorporated in Intesa Sanpaolo and the merger of Banca di Trento e Bolzano was approved. The latter will come into force in 2015.
Diversified specialist hubs were developed in 2014 to offer services and products dedicated to different types of customers.
The SME Finance Hub was created following the merger by incorporation of the Group’s lease companies (Leasint, Centro Leasing and the lease unit of Neos Finance) in Mediocredito Italiano in January 2014, a process completed in July with the factoring (Mediofactoring) and agribusiness and food management (Agriventure) activities. The Hub is designed as a centre of excellence, innovation and specialisation that supports business investments as well as growth and change processes, and offers a wide range of consultancy and specialist credit for companies. In fact, the mid- to long-term financing solutions were supplemented with lease operations, with business finance activities dedicated to SMEs, the financing of current assets, and the factoring of receivables. The Hub has attracted and trained business professionals that are able to identify the best solutions for the most complex financial requirements of businesses, and SMEs in particular. A total of over 400 people were hired in 2014 and almost 2,000 days of specialist training provided.
The Social Economy Hub was expanded through the concentration of the non-profit activities of Intesa Sanpaolo and Banco di Napoli in Banca Prossima. Banca Prossima offers specific products and services for social enterprises and non-profit organisations, also developed in collaboration with Third Sector associations, and operates via a network of professionals chosen not only for their expertise but also for their proximity to the Third Sector (people that carry out activities in this field in their private lives).
The Private Banking Hub coordinates the Group companies dedicated to high-end customers2 with the aim of improving and expanding the range and the quality of the service for Private customers3 and High Net Worth Individuals. Through private bankers and dedicated branches, it provides across-the-board financial consultancy and a wide range of solutions to satisfy the financial, pension and insurance requirements of the most demanding customers.
The Asset Management Hub monitors the Group’s asset management structures in Italy and abroad4, managing the savings of retail and institutional customers, and offering a wide range of specific products and investment services.
The Insurance Hub includes all the Group’s bancassurance activities5 and is one of the leading insurance hubs in Italy. It offers products in the areas of investment and savings, investment and savingsphysical protection (damage to the person, to vehicles and the home), financial protection (protection of mortgages and loans) and supplementary pensions, as well as marketing hardware and software solutions for security and providing remote assistance services. Relations with customers are developed in the Group branches through the Intesa Sanpaolo Personal Finance network and through advisors present in all regions and in the major Italian cities.
Capital Light Bank
Capital Light Bank was set up at the end of 2014 with the aim of coordinating the optimisation initiatives of the Group’s financial resources, such as the strengthening of the management of doubtful loans and real estate assets in the non-performing loans portfolio, the transfer of non-core equity investments and the proactive management of other non-strategic assets.
A dedicated Re.O.Co. (Real Estate Owned Company) unit was set up within the Capital Light Bank with the goal of enhancing the assets that are repossessed and of protecting the Bank's assets. During the year, Re.O.Co participated in a number of auctions, encouraged the participation of other interested parties and assisted other business units in the finalisation of property management actions.
CORPORATE AND INVESTMENT BANKING DIVISION
The Corporate and Investment Banking Division is dedicated to large and medium-sized corporate companies6, entities involved in public expenditure and public utility services, and financial institutions in Italy and abroad, via an international network of branches, representative offices and subsidiaries that assist customers in the world’s biggest financial hubs. It works with a mid to long-term view through a complete and integrated range of capital market, investment banking and structured finance activities (via Banca IMI), in addition to merchant banking solutions.
Since 2014 the organisational model, previously structured according to the size of the customer, has evolved into a qualitative model firmly centred on the complexity of the customer and with a strong sector imprint through the definition of managers, teams of specialists and diversified portfolios broken down by sector. There are three new areas of action:
- International Network & Global Industries, which manages relations with Italian and international industrial groups with a high level of internationalisation that operate in eight key sectors with high growth potential (Oil & Gas, Power & Utilities, Automotive and Industrials, Infrastructures, Telecom, Media & Technology, Consumer, Retail & Luxury, Healthcare & Chemicals, Basic Resources & Diversified), is responsible for international branches, representative offices and international corporate companies7, and provides specialist assistance for exports and for the internationalisation of Italian companies;
- Corporate and Public Finance, which follows large and medium-sized Italian groups and the Italian public sector in specific markets and on the basis of strong sectorial and production chain specialisation (Business Solutions; Automotive, Mechanics & Electronics; Consumer Goods & Services; Large Scale Food & Beverage Retail Distribution; Healthcare; Materials; Services; Public Entities and State-owned Companies; General Contractors & Infrastructures);
- Global Banking & Transaction, which manages relations with Italian and international financial institutions and deals with transnational services relating to payment systems, trade and export finance, and the custody and settlement of Italian securities.
1 Retail customers with financial assets of between 100,000 and 1 million euro
2 Intesa Sanpaolo Private Banking, Banca Fideuram, Fideuram Investimenti, Sirefid and Intesa Sanpaolo Private Banking Suisse.
3 Retail customers with financial assets of over 1 million euro.
4 Eurizon Capital, Fideuram Investimenti and Fideuram Asset Management Ireland.
5 Fideuram Vita and Intesa Sanpaolo Vita. Intesa Sanpaolo Vita has incorporated Intesa Previdenza and controls EurizonVita, Intesa Sanpaolo Life, Intesa Sanpaolo Assicura and Intesa Sanpaolo Smart Care
6 With turnover of over 350 million euro.
7 Société Européenne de Banque and Intesa Sanpaolo Bank Ireland.