2021 INTEGRATED ANNUAL REPORT
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TRDIRECTORY
AN ASSESSMENT OF 2021: DEVELOPMENTS AND TARGETS FOR THE FUTURE

Ziraat Bank, the largest bank of the Turkish banking system, achieved a successful performance by once again implementing the right strategies in 2021.


The Bank further advanced its position of being the strongest national bank in a sector, which is characterized by intensive competition and the active involvement of international capital. The bank posted significant gains in all business lines and increased business volumes.

Having adopted a strategy based on sustainable profitability and growth, Ziraat Bank commanded TL 1,371 billion in total assets and TL 97 billion in shareholders’ equity as of the end of 2021. Attaching importance to backing its shareholders’ equity with sustainable profitability, the Bank attained a 6.9% return on equity (RoE) and 0.6% return on assets (RoA) in 2021.
Ziraat total lending amounted to TL 778 billion at the end of 2021, accounting for 57% of the Bank’s assets.

The Bank’s total deposits increased to TL 949 billion in 2021, accounting for 69% of its liabilities. Ziraat Bank remained the sector leader in terms of total deposits in 2021.

CORPORATE AND COMMERCIAL BANKING

Ziraat Bank is the strongest bank in Turkey in terms of its product, service and distribution network diversity. Its strength in offering low-cost funding and its advantages in terms of liquidity position the Bank as a service provider which is focused on rapid growth in the Corporate and Commercial Banking business line.

The Bank offers the most effective solutions to meet its customers’ product and service needs. It operates in accordance with its identity of a national bank by playing a role in every stage of the economic cycle. Ziraat Bank maintains its efforts to systematically integrate the environmental, social and governance related procedures into loan allocation processes in line with its sustainable banking policy.

Ziraat Bank is principally focused on manufacturers and exporters, as well as companies in the energy industries generating clean energy and which generate value-added activities in its disbursement of loans. The Bank’s most important mission is the financing of agriculture. Its loan support for the financing of agriculture gained momentum with the same determination and motivation. Throughout the year, the Bank extended a significant sum of loans to many of its customers.

Within the scope of the ongoing cooperation between Ziraat Bank and the KGF, a range of loan packages were introduced in 2021.

Support packages for SMEs
Ziraat Bank also continued to stand by the sectors and employees affected by the Covid-19 pandemic in 2021. Ziraat Bank signed a protocol with the Ministry of Treasury and Finance, the Credit Guarantee Fund (KGF), the SGK (Social Security Institution of Turkey) and İŞKUR (the Turkish Employment Agency). The purpose of this protocol is to meet the financing needs of the SMEs and non-SME businesses which commit to provide and maintain additional employment, with these SMEs receiving loans at affordable conditions with interest support.

İŞKUR will cover a portion of the interest expense for customers which fulfill their commitment to employment, in the loans included the package to be disbursed with the KGF guarantee. As of the end of 2021, a total of TL 4.35 billion of loans had been disbursed to 12,700 Ziraat Bank customers.

Within the scope of the ongoing cooperation between Ziraat Bank and the KGF, a range of loan packages were introduced in 2021. With these loans, the Bank aims to strengthen the competitiveness and sustainability of SMEs and to encourage a culture of enterprise.

The EIF (European Investment Fund)-COSME Program II was implemented in order to support SMEs’ access to finance and was renewed to provide corporate guarantee with the EIF counter-guarantee. The loan balance under the EIF-COSME Program II stood at TL 708.4 million with more than 2,000 Ziraat Bank customers in the program as of the end of 2021.

Ziraat Bank aims to meet the needs of businesses which are engaged in accommodation and food services, travel agencies, tour operators and other reservation services and related activities in the tourism sector, in addition to the goods and service suppliers of these businesses, at affordable conditions. To this end, the Tourism Support Package, which provides KGF guaranteed loans within the framework of the Treasury Backed Guarantee System, had a loan balance of TL 107.6 million with a total of 245 Ziraat Bank customers as of the end of 2021.

Ziraat Bank signed a protocol with the Union of Chambers and Commodity Exchanges of Turkey (TOBB) and the Credit Guarantee Fund (KGF) in order to provide special working capital financing and surety support to its SME customers at affordable conditions. With the 2021 TOBB Nefes Loan Package product, which was prepared in accordance with the aforementioned protocol, TL 621 million was disbursed to approximately 5,000 customers.

Ziraat Bank created the Manufacturing Based Import Substitution Support Package in order to finance the investments of businesses which hold an investment incentive certificate issued by the Ministry of Industry and Technology, at an affordable cost and with a guarantee support. Customers undertaking investments in specified regions or above the specified amount and who have obtained an investment incentive certificate within this scope may benefit from this loan. As of the end of 2021, TL 12.7 million of loans had been disbursed.

Floods and fires which affected various parts of Turkey during the summer months of 2021 caused losses to life and property. These disasters took a heavy toll on the people of the region and businesses operating in these regions.

Ziraat Bank prioritizes social responsibility and acts within the framework of its strategy of being a moral bank. The Bank postponed payment deadlines of more than 2,000 loans, without charging interest, in order to support affected customers whose address in the registration system or confirmed contact address in the Bank’s system were declared as being in a “Disaster Zone”. In addition, the Bank prepared the Tourism Sector Fire Support Package to financially support tourism businesses operating in the regions where fire disasters were experienced intensely.

Ziraat Bank launched the Edirne Province Emergency Support Loan, the West Black Sea Emergency Support Loan, the Artvin Province Emergency Support Loan and the Forest Fires Emergency Support Loan products. These products were put into place in pursuance to the protocols it signed with KOSGEB in order to provide financial support to the businesses approved for registration within the KOSGEB Database.

LOANS OBTAINED FROM INTERNATIONAL FINANCIAL INSTITUTIONS FOR THE SMEs

Since 2010, Ziraat Bank has obtained funds from international financial institutions at affordable conditions to be used in financing the working capital and investment loan needs of micro-enterprises, SMEs and larger companies.

With the strong sustainability capacity which it has built up over the years, Ziraat Bank has transferred a total of USD 1.7 billion which it obtained through the development themed funds from the international financial institutions, in order to contribute to sustainable agriculture, energy efficiency, rural development, protection and increasing of employment.

International Financial Institution

Project Topic

Amount

Maturity

World Bank (IBRD)

Financing for SMEs (SME II)

USD 200 million

25 years

World Bank (IBRD)

Financing for SMEs through leasing companies as an APEX loan (SME III)

USD 300 million

30 years

World Bank (IBRD)

Financing energy efficiency projects of SMEs

USD 67 million

30 years

European Investment Bank (EIB)

SME financing

EUR 100 million

10 years

European Investment Bank (EIB)

SME and MIDCAP financing (5 projects)

EUR 500  million

8 years

European Investment Bank (EIB)

Financing IPARD investments approved by the Agricultural and Rural Development Support Institution

EUR 100 million

14 years

German Development Bank (KfW)

Financing SMEs operating in the agricultural sector or rural areas

EUR 150 million

10 years

Council of Europe Development Bank (CEB)

Micro and SME business loan (to create employment or protect existing jobs)

EUR 100 million

7 years

French Development Agency (AFD)

Financing for SMEs which process agricultural products and food of animal origin

EUR 100 million

12 years

FINANCING OF THE AGRICULTURAL SECTOR

Ziraat Bank has been the largest source of finance for Turkey’s agriculture since its establishment. The Bank maintains its uninterrupted support for the agricultural sector with the loans it has disbursed at favorable conditions and new practices it has implemented.

In addition to its uninterrupted financing support for the agricultural sector, Ziraat Bank also develops various projects aimed at resolving the sector’s structural problems and facilitating direct access to finance. These projects are implemented through joint work with the related ministries, institutions, establishments and agricultural organizations.

In this context, the Bank prioritizes diversification of credit products which will facilitate access to financing for small business owner farmers, who constitute the most critical link in the agricultural value chain.

Investments and operations aimed at increasing agricultural businesses’ storage, processing, packaging and marketing capacities for their own production are among the Ziraat Bank’s focus areas, with a special emphasis on the following areas in operations carried out in line with this objective:

As of the end of 2021, the balance of agricultural loans disbursed from our Bank’s resources totaled TL 109 billion with almost 725,000 customers.

TL 109.2 billion in agricultural loans disbursed from the Bank’s resources
The balance of agricultural loans provided from the Bank’s resources had reached TL 86.6 billion by the end of 2021, and the number of customers with loans was nearly 542,000. The number of new customers added to the portfolio exceeded 83,000.

As of the end of 2021, the balance of agricultural loans disbursed from our bank’s resources totaled TL 109 billion with 724,805 loan customers. In the same period, we welcomed approximately 84,000 new agricultural producers to our Bank as customers.

36% of Ziraat Bank’s agricultural loan portfolio consists of investment loans while 64% of it consists of working capital loans.

On the other hand, the Bank also mediated in the payment of TL 153.4 million in loans from the funds provided by various institutions to a total of 1,860 individuals determined by the related institutions. In this context, a total of TL  2.1 billion originating from fund-based credit payments which it mediates were reached with the number of customers exceeding 80,000 by the end of 2021.

Overall, the total volume total of loans extended by Ziraat Bank from its own resources to finance the agricultural sector, together with the fund-based credits which it mediated in had reached TL 111.2 billion by the end of 2021, with exceeding a total of 805,000 customers receiving loans.

Affordable interest rates on agricultural loans
In line with the decree and communiqué on reduced interest rate loans, Ziraat Bank continued to extend loans to its customers operating in the sector at affordable interest rates within subsidized rates which are defined on the basis of production areas.

In 2021, TL 66.2 billion in subsidized loans, which carry preferential interest rates, were disbursed to around 405,000 producers and companies operating in the agricultural sector.

ZIRAAT BANK’S FINANCIAL MODEL CONTRIBUTION TO AGRICULTURAL-BASED COOPERATION BETWEEN INDUSTRIALISTS AND PRODUCERS

Contracted production
Within the framework of contracts entered into with 30 firms operating in a number of areas including vegetable farming, seed farming, broiler breeding, pepper and tomato cultivation and sugar beet production, Ziraat Bank’s balance of contracted production loans extended to more than 21,000 contract producers stood at approximately TL 553.6 million at the end of 2021.

Producer Financing System
The Producer Financing System was introduced in the second half of 2020 in line with Ziraat Bank’s strategy of “being an effective bank in financing the agricultural value chain from the farm to the plate”.

This system was put in place to promote the development of direct product trade between agricultural producers, notably producers of fresh vegetables, fruit and red meat, and buyers (such as chain markets, meat integrated facilities, canned food factories, ready-made food factories) without the use of intermediaries (such as brokers or merchants), while reducing the influence of intermediaries in the supply chain on the formation of the final product price and contributing to the formation of more reasonable product purchase prices and consumer prices by providing maturity advantages to buyers.

Within the scope of the system, approximately TL 381 million of loans had been extended for the sale of agricultural products as of the end of 2021.

Crop production loans
In 2021, Ziraat Bank extended a total of TL 29.7 billion in loans to more than 221,000 customers for vegetative production. As a result of this lending under various areas, the balance of loans disbursed for crop production had reached TL 34.4 billion as of the year-end, with the number of customers receiving credit exceeding more than 276,000.

Livestock loans
In 2021, Ziraat Bank extended a total of TL 31.8 billion in livestock production loans under various names to more than 222,000 customers. As of the end of 2021, the balance of loans disbursed for livestock production had reached TL 42 billion with the number of customers receiving credit exceeding 297,000.

Ziraat Bank offered the “Efficient Irrigation Loan” for producers in order to contribute both to the more efficient use of our country’s water resources and to enable farmers to purchase modern pressurized irrigation systems at affordable conditions.

Aquaculture loans
During the same period, Ziraat Bank extended TL 978.3 million in loans to more than 1,818 customers under various titles in the field of aquaculture. As of the end of 2021, the balance of loans disbursed in this area reached TL 1.3 billion and the number of customers receiving such credit was 2,728.

Efficient irrigation loan in order to roll out of the use of modern pressurized irrigation systems
The use of traditional irrigation methods in agricultural irrigation prevents the optimal use of water resources, and also causes losses and wear on the soil. Ziraat Bank offered the “Efficient Irrigation Loan” for producers in order to contribute both to the more efficient use of our country’s water resources and to enable farmers to purchase modern pressurized irrigation systems at affordable conditions.

Moreover, the Bank aims to expand its loan volume and customer portfolio in this field. The Bank disbursed the modern pressure irrigation systems loans of a total of TL 1.9 billion to more than 14,000 customers in 2021. The disbursed loans facilitated the irrigation of approximately 1.3 million decares of land with modern pressurized irrigation systems. These loans facilitated the prevention of excessive water consumption through the use of drip and sprinkler systems, achieving water savings of 30%-40%.

Agricultural mechanization loans
Ziraat Bank disburses the tractor and agricultural mechanization loans in order to increase the mechanization level of agricultural businesses and to ensure high efficiency and profitability in production. TL 8.2 billion in tractor loans was extended to more than 51,000 customers, along with TL 1.6 billion in agricultural mechanization financing loans to nearly 35,000 customers in 2021.

As of the end of 2021, the Bank had around 178,000 customers using a total of TL 14.4 billion in tractor loans, and nearly 100,000 customers using TL 3 billion in mechanization loans.

Ziraat Bank designed Small Equipment Credit provided for the purchase of small farming tools and equipment needed by agricultural enterprises belonging to real persons or legal entities, to help them sustain their operations efficiently and profitably. In 2021, TL 718.2 million of loans was extended to nearly 22.000 customers within this context.

Continued expansion of the “I Have Many Reasons To Live In My Village” project.
Ziraat Bank launched the “I Have Many Reasons to Live in My Village” project in the last quarter of 2020 in order to increase the number of small cattle (sheep and goats) and develop small cattle breeding.

The “I Have Many Reasons To Live In My Village” project had the following aims;

Under the “I Have Many Reasons to Live in My Village” project, the Bank signed a protocol with six governorships in 2021.

Thus, at the end of 2021,

Young Farmers Academy
The Young Farmers Academy, a social responsibility project launched in September 2018, continues to further develop and expand. Within the scope of the project through which Ziraat Bank has received more than 19,000 applications to date, the number of participants successfully completing the training programs organized on dairy cattle breeding, greenhouse farming and sheep breeding has approached 300 with the cooperation established with six universities.

28 young farmers, who graduated from the Young Farmers Academy, participated in agricultural production by establishing their own businesses in different fields.

With university education interrupted by the pandemic affecting the whole world, the Academy was unable to open for the new period. However, the Academy continued to receive applications.

The Bank plans to resume training at the Academy as soon as universities begin face-to-face education once the pandemic is brought under control.

RETAIL BANKING

In 2021, Ziraat Bank continued to offer its customers a diverse range of products in retail banking, the line of business in which it has the largest customer base. The Bank meets the banking needs of a large consumer group of individuals spread throughout the country. The Bank reaches its customers, including students, pensioners, traders, entrepreneurs, housewives and farmers through its branches in addition to its electronic service channels.

Always standing by its customers, in good times and bad, lies at the heart of Ziraat Bank’s service philosophy. It acts in line with the responsibility which comes with the Bank’s leadership and offers the most rational support needed by its customers from all walks of life.

Ziraat Bank moved a significant proportion of its retail loan applications to the digital media and non-branch channels in order to mitigate the effects of the Covid-19 pandemic and meet the needs of individual customers, removing the need to go to the branch or minimizing the amount of time needed to be spent in the branch. In addition, the Bank enabled the restructuring of support loans, which were disbursed during the pandemic, to be made through digital channels.

Within the scope of housing finance, a total of TL 15 billion in housing loan products were disbursed by Ziraat Bank in 2021. The Bank’s housing loan portfolio remained at TL 86 billion.

In 2021, the Bank’s consumer loans totaled TL 59 billion with TL 25 billion in loans being disbursed during the year. Vehicle loans totaled TL 670 million, with TL 285 million in loans being disbursed.

Within the scope of the protocol signed in 2020 between the Social Security Institution (SSI) and Ziraat Bank regarding the promotion payment to pension customers, a total of TL 2.8 billion was paid to 4.3 million people. In 2021, the Bank distributed TL 235 million in promotional payments to 364,000 people.

In 2021, the early closing loan campaign by TOKİ and the loan to restructure Bağ-Kur premium debt was brought into use with TL 154 million in loans disbursed to 4,651 people.

Ziraat Bank continued to market the State Subsidized Dowry (Çeyiz) and the State Subsidized Housing Account products set out in legislation drawn up by the Ministry of Family, Labor and Social Services and the Ministry of Treasury and Finance to promote savings among the general public. Accordingly, the Dowry Account had 5,900 customers with a balance of TL 65 million, while the Housing Account had 1,300 customers and a balance of TL 42 million as of the end of 2021.

The Bank transmits state subsidy applications from customers who have carried out payments regularly for three years to the Ministries, and state subsidies are deposited in the accounts of qualifying customers.

Ziraat Bank suspended its marketing activities for the Inflation-Indexed-Inflation-Protected and Inflation-Protected products offered to its customers in 2019. As of the end of December 2021, current Inflation-Indexed-Interest-Protected accounts had a balance of TL 6.8 billion in 43,000 customer accounts. The Bank has TL 950 million in Inflation-Protected accounts in 8,000 customer accounts.

The products of the “Exchange rate-Protected TL Time Deposits” and the “FX-Converted Currency-Protected TL Time Deposits” were put into use at the end of December 2021. With these products, the Bank aims to meet the needs of customers who are sensitive to exchange rate fluctuations and protect customers who utilize their investments in Turkish Lira from being adversely affected by exchange rate risk and to prevent them from suffering losses incurred by exchange rate volatility.

INSURANCE ACTIVITIES

As of 1 September 2020, public insurance companies were merged under the umbrella of Türkiye Sigorta A.Ş. Work was carried out to offer services and products to state banks in a singular form. Ziraat Bank completed the integration activities with “Türkiye Sigorta A.Ş.” on 29 October 2021, enabling all public banks to use the same insurance system together.

The Bank aimed to save time and reduce the number of processes required with the “Digitalization of Contracts” project. Within the scope of the project the in-branch digital approval process of life insurance document approvals related to agricultural loans was completed in a manner to minimize operational risks. On 16 November 2021, the system was made available for the use of branches.

As of 31 December 2021, Ziraat Bank had obtained TL 1,048 million in commission revenues from agency activities.

Figures for the end of December 2021 were as follows:

BANKKART BAŞAK SETS ITSELF APART WITH ITS SUPERIOR FEATURES

In the first quarter of 2019, Ziraat Bank began offering the Bankkart Başak which combines the characteristics of a debit and credit card thus enabling “Assets and Liabilities Management with a Single Card” to its corporate and commercial customers.

Designed in accordance with market conditions in view of our country’s macroeconomic priorities and setting itself apart from other products in the market with its superior features, the Bankkart Başak promotes commercial shopping and introduces a new perspective to economic life, and continued to attract further growth in its customer portfolio and transaction volume in 2021.
Bankkart Başak is equipped with an array of features which support commercial life in addition to its features as a debit and credit card. These features include the following;

The number of cards in circulation reached 800,000 while total risk balance stood at TL 8 billion at the end of 2021.

Ziraat Bank introduced the Bankkart Başak Supply Chain Financing product which offers special pricing and maturity advantages to buyers and sellers in the supply chain through its merchant and corporate card infrastructure, and eliminates the risk of collection between buyers and sellers.

With the Bankkart Başak Supply Chain Financing product, buyers and sellers can safely trade among themselves through the card payment system by creating a payment schedule suitable for their own cash flows

OPERATIONAL PROCESS IMPROVEMENTS

Ziraat Bank continues to bring ease to the lives of its customers with payment and collection solutions in addition to its innovative products and services. The Bank carries out various activities in line with the objectives of simplification, centralization and digitalization of all operational processes. The main improvement activities carried out by the Bank in 2021 are summarized below.

The YETKİM project contributes to Ziraat Bank’s strategy of continuing its operations with advanced technological infrastructure. The project provided the following advantages;

With the project, bill collections can be performed with automatic payment orders, reducing back-office transactions and contributing to the digital experience for customers. The automation of cash expenditure objections (chargeback) improved customer satisfaction by reducing waiting times by processing objections collectively.

The OPI (Innovation in Operation) application was launched at the end of 2019, allowing customers to send their transaction orders directly to the HQ. The new version of the application, which is more functional and prioritizes the user experience and security, was put into practice. This new application contributed to the improvement in the digital banking experience while also contributing to the Bank’s platform banking strategy.

In December 2021, Ziraat Bank implemented the “Title Deed Trusted Account” application. This application enables the simultaneous exchange of real estate ownership and transfer amount between the seller and buyer in all title deed transactions involving the transfer of real estate ownership rights, with or without a mortgage. With this account application, the risk associated with carrying cash was eliminated for customers, while ensuring protection against counterfeiting and eliminating questions over trust between the parties. These transfers were facilitated with minimum cost and maximum speed.

In the 2021 operating period, more than 200 million transactions were performed through the Operations Center, supporting employee efficiency by reducing operational density in the branches.

Central branch telephone structure
The number of calls reaching Ziraat Bank on a monthly basis stood at 1.3 million at the branches and 6.5 million at the call center. When it is determined that the call center may handle a service for calls coming to the branches, the processes are forwarded to the call center. This ensures that branch employees may focus on sales and marketing activities and face-to-face service.

Ziraat Bank aims to ensure that 35% of incoming calls are handled by the call center in the upcoming period. In this context;

Bulk Payment System (BPS)
Ziraat Bank developed the “Bulk Payment System” that allows foreign currency transfers and cash/import transfers against goods to be made in bulk with the files that companies can upload.

The Bulk Payment System (BPS) is used to automatically perform transactions belonging to the Bank customers who carry out intensive transfer transactions.The system ensures that a spreadsheet created by the company, containing the payment (transfer) information, is left on an ftp area of the Bank that has been made accessible to the company, and that all transfers are automatically read by the Bank, regardless of the number of transactions.

Efforts are underway to include 34 new corporate customers in the system, which is actively used by 14 corporate customers. Currently, an average of 25,000 transfer transactions is carried out annually over the BPS.

Customer oriented cash management practices
Ziraat Bank diligently fulfils its role as a market maker in the sector with its rational pricing and competitive strategy. The Bank aims to maintain and improve its competitive advantage by providing quality service and contemporary products to its customers through effective cash management practices.

In line with this target, the Bank pressed ahead with its customer-focused cash management implementations in 2021.

The number of businesses covered under an agreement within Ziraat Bank’s Direct Debit System (DDS) stood at 865 at the end of the third quarter of 2021. The total collection volume reached TL 18.2 billion.

In addition, the Micro DDS (MDDS) product was introduced in order to guarantee the receivables of small-scale parent companies with extensive dealer and sales networks or to include dealers with relatively small volumes in the relevant sector into the system, allowing such companies to customarily take out instalment loans and offering them the opportunity to defer instalments. The number of companies, with which agreements were made within the scope of this product, increased to 719.

Ziraat Bank intermediates in invoice and other payments with hundreds of contracted organizations, and offers its customers the ability to carry out their payments through ATMs, Internet Banking, Mobile Banking and Automatic Payment channels in addition to the branches.

Within the scope of the Corporate Collection System, the Bank made 239.4 million collections making a total of TL 182.9 billion from contracted institutions in the third quarter of 2021. As of the third quarter of 2021, the Bank has 13.7 million automatic payment orders for corporate payments. In addition to these, 35.1 million Tax and Customs collections amounting to TL 310.2 billion were performed.

In addition, the Bank continued to offer customized payments, electronic cheques/notes, accounting integrations, pool accounts and cash collection services to meet the needs of its customers.

DIGITAL BANKING

Ziraat Bank ranks high among banks on the basis of using technology intensively in the banking sector, and integrating technology into the product and service delivery processes.

The Bank closely monitors developments in the field of technology. It maintained its efforts to improve the quality and efficiency of the information technology infrastructure in 2021.

Aiming to expand the use of alternative distribution channels, Ziraat Bank commanded a total of 27.7 million digital banking account customers along with 17 million digital banking active users at the end of 2021.

As of the end of 2021, there were a total of 10.3 million Ziraat Bank credit cards in circulation, with a 12.3% market share on the basis of the number of credit cards and a 10.2% market share in terms of monthly turnover. In the same period, there were a total of 42.6 million debit cards in circulation. With a 22.5% market share in monthly shopping turnover, the Bank maintained its leadership in the sector.

As of the end of 2021, Ziraat Bank’s customers included a total of 895,000 member businesses with 660,000 physical terminals. The total turnover of the Bank’s member businesses stood at TL 282 billion with the Bank’s market share in turnover standing at 15% as of the end of 2021. The Bank maintained its leadership position in the sector in terms of POS and PRD (Payment Recorder Device) units in 2021. Ziraat Bank anticipates that the progress it has achieved in this area will continue in the medium and long term.

Internet banking and mobile banking
At Ziraat Bank, 94% of customers’ financial transactions are carried out through digital channels. In 2021, the number of financial transactions conducted through the Bank’s mobile application increased by approximately 75% compared to the previous year.

Ziraat Bank implemented a wide array of projects to improve its digital channels in 2021. The main steps carried out by the Bank in this direction are listed below:

Ziraat Bank will continue to enrich its infrastructure for new business models such as open banking, service banking and platform banking. The Bank will also continue to develop strategic collaborations in the digital field also in the coming periods.

Ziraat Bank started to acquire customers remotely, 24 hours a day 7 days a week, from 1 May 2021.

Remote Customer acquisition
The BRSA brought the Regulation on Remote Identification of the Identity to be Used by Banks into effect on 1 May 2021. This regulation paved the way for customers to become bank customers without needing to go to the branch. Accordingly, Ziraat Bank started to acquire customers remotely, 24 hours a day 7 days a week, from 1 May 2021.

Turkish citizens wanting to become Ziraat customers can match information contained on their national ID Card with information on the bank card chip. As a result, NFC (near field communication) technology allows accessing the biometric photo inside the card and verifies the person’s image at the time of the application and a live analysis is carried out. The Bank then performs falsification checks on optical elements in the customer ID cards through video calls. Having conducted biometric verification, the account is opened by ensuring that the customer has applied their own consent. The customer account is defined in the digital banking system and a card application is accepted.

The ATM-Ankes (ATM-Cash Balance) Mobile Application
Ziraat Bank launched the ATM-Ankes Mobile application within the scope of its intense digital transformation activities. The application is aimed at bringing ease to the lives of its customers, to use technology more effectively in today’s conditions to minimize operational costs and to provide 24/7 access to ATMs, which are an indispensable part of the alternative distribution channels.

This application provides the opportunity to access the Branch Support Line along with the Active ATM List, ATM Fault Notifications, Instant and Closed Service Level Agreement (SLA) Status Reports, ATM Safe Status Tracking Screens and the E-Library application for the management of faults.

The introduction of the ATM-Ankes Mobile application removed the need to send 86 million SMS text messages per year.

Work to remove obstacles as part of the goal of banking without obstacles (Accessible Banking) and sustainability
Ziraat Bank carries out systematic work to support the participation of people with disabilities in economic and social life. The Bank carried out improvements to provide greater ease of access to products and services for disabled customers. The Bank rendered the 211 ATMs suitable for use for orthopedically impaired people as part of the work carried out in line with its Accessible Banking target.

Awards won in recognition of work in the digital channels
The PSM magazine has had its finger on the pulse of the payment world for 13 years as it supports innovative products and services which target the development of the finance and technology sector carried out by fintech providers, especially banks, payment institutions and insurance companies, as well as those companies which cooperate with and carry out joint projects with these institutions. The PSM magazine also aims to shape business models in the development of innovative products and services by highlighting innovative projects. Moreover, the PSM magazine aims to encourage creativity in the sector.

Ziraat Bank won the Golden PSM award in the “Digital Transformation” category for its “Remotely Customer Acquisition” project and the Silver PSM award in the “Best Promotion Marketing Achievement” category with its “Ziraat Mobile Story Implementation” project at the PSM Awards, which have been organized by PSM magazine since 2018.

INTERNATIONAL BANKING

Ziraat Bank issued its first sustainability bond with an amount of USD 600 million and maturity of 5 years in February 2021.

Conducting capital market activities in line with the responsible banking approach
Ziraat Bank aims to diversify its sources of funding and provide cost-effective, long-term funding. In line with this goal, the Bank carries out various activities for the purpose of borrowing from international capital markets.
The Bank’s USD 7 billion GMTN (Global Medium-Term Notes) program was updated on 5 May 2021. In addition, the Bank continued to obtain foreign resources through private placement issuances.

Ziraat Bank issued its first sustainability bond with an amount of USD 600 million and maturity of 5 years in February 2021. This issuance is the first such bond to be realized by a 100% state-owned financial institution in Turkey. This issuance paved the way for an expansion in the Bank’s existing investor base and has been a practice which reflects the Bank’s Responsible Banking approach.

Ziraat Bank will use this resource, which it obtained from the sustainability bond, for environmental and social themed loans specified in the “Green, Social, Sustainable Finance Framework” in which the areas of loans which may be issued are determined.

The Allocation Report, which sets out how this resource has been used, and the Impact Report, which sets out the impact measurement of the loans and projects financed by the resource, will be prepared within one year of the issuance as specified in the framework document. The reports will then be published on the Bank’s website.

Ziraat Bank also plans to obtain a limited assurance opinion from an authorized institution regarding the resource allocation.

The ninth borrowing transaction by syndication method
Despite the pandemic, which spread in Turkey in the second half of March 2020 and the effects of which continued in 2021, Ziraat Bank maintained its success in using foreign funding channels. The Bank renewed its ninth syndicated loan in April 2021, with the participation of 45 banks from 23 countries. The USD 1.3 billion loan had a maturity of 367 days and a conversion rate of more than 100%. Ziraat Bank’s success in obtaining this syndication loan from international markets with the purpose of financing foreign trade stands as testament to the international confidence placed in Turkey and the Bank.

In addition to syndication loans, Ziraat Bank provided USD 1.2 billion in alternative sources in 2021, including bilateral loans and post-financing from correspondent banks at affordable rates and with a favorable maturity structure.

In the latest addition to its string of successful collaborations in 2021, the Bank signed a loan agreement of USD 400 million with Exim Bank of China (The Export-Import Bank of China). This cost-effective loan was provided in two different tranches, including USD 320 million and Chinese Yuan 500 million. With this loan, Ziraat Bank contributed to the development of trade in local currencies and successfully continued its pioneering role in supporting the real sector with the strong international cooperation it has steadily developed over the course of many years.

Standing by its customers in every respect with the products and services it offers, Ziraat Bank actively supports its customers in foreign trade finance with a wide variety of financial products and services including discounted letters of credit and avalized/discounted bills of exchange/promissory notes. Working closely with export credit agencies such as Hermes, Serv and Sace to meet the investment needs of its customers, the Bank provides medium- and long-term country loans to its customers.

Within the scope of agreements with the Export Import Bank of Korea (KEXIM), the Export Import Bank of China (China Exim) and The Export-Import Bank of the Republic of China (Taiwan Exim), the Bank provides medium- and long-term and low-cost financing opportunities to meet the working capital and investment financing requirements of customers which have business ties with China, Taiwan and South Korea.

Ziraat Bank increased the number of customers performing foreign trade transactions by 16% compared to the previous year, expanding its foreign trade volume to USD 70 billion by the end of 2021.

A high share from global foreign trade volume
The Ziraat Finance Group’s share in global foreign trade volume is constantly growing. The strategy and vision of Ziraat Bank’s foreign subsidiaries and branches to increase their activities in the countries where they are active and to contribute to the development of commercial and economic relations between these countries and Turkey has played an important role in this growth.

The development of foreign trade between these countries and support to companies engaged in foreign trade are among the priorities of the Ziraat Finance Group.

A valuable contribution from the strong correspondent bank network during the pandemic
For Ziraat Bank, 2021 was a successful year when the Bank continued to contribute to the country’s economy in the field of foreign trade despite the difficult conditions of the pandemic.

Thanks to the strong cooperation provided by the extensive correspondent bank network established in 140 countries, the Bank reinforced its position as the preferred bank for customers by offering the fastest and most favorable conditions for foreign trade, financing of foreign trade and foreign exchange transfer transactions.

A reliable correspondent bank limit allocation model
Ziraat Bank updates the creditworthiness of resident and non-resident correspondent banks through periodic studies, and limits are allocated to these institutions based on internal rating model.

Ziraat Bank meticulously evaluates current and potential business opportunities in all regions where it provides services, with an integrated perspective in line with the slogan of “Ziraat is always with you wherever you are in the World”.

INTERNATIONAL BRANCH BANKING

Ziraat Bank has developed its operations in the field of International Branch Banking in line with its international banking strategy and vision. The Bank undertakes successful International Branch Banking operations with the following main objectives;

“Ziraat Is Always with You Wherever You Are in the World”
Ziraat Bank meticulously evaluates current and potential business opportunities in all regions where it provides services, with an integrated perspective in line with the slogan of “Ziraat is always with you wherever you are in the World”. Ziraat Bank aims to be the most powerful and effective bank in the regions where it operates, as well as in Turkey, both now and in the future. Some of the Bank’s key achievements in international banking in 2021 are listed below.

In its London Branch, in order to adapt to the dynamics of the London financial center, the Bank reshaped its products and services span in a way which would increase its effectiveness, particularly in the fields of structured finance and foreign trade finance. Serving as an important touch point in accessing international financial markets, the London Branch maintains its pioneering and advantageous position in terms of money market and treasury transactions.

In Greece, providing services through three branches in Athens, Komotini (Gümülcine) and Xhanti (İskeçe), Ziraat Bank focuses on services such as corporate banking and foreign trade financing. The Bank plays an active role in developing trade between the two countries.

Ziraat Bank operates in Bulgaria with four branches, including branches in Sofia, Plovdiv, Kardzhali and Varna, under the Bank’s Bulgarian Directorate. In Bulgaria, the Bank increased its number of branches to five with the opening of the Burgas Branch on 17 December 2021. This new step by the Bank will play an important role in widening its service network and effectiveness in Bulgaria.

Ziraat Bank continues to provide services in the corporate and retail segments in Bulgaria as well as financial services and solutions to customers through non-branch channels such as ATM and internet banking.

In Kosovo, a wide range of products are provided in the corporate and retail segments with 4 branches operating in Pristina, Prizren, Peja and Ferizaj under the Bank’s Kosovo Directorate.

In the TRNC (Turkish Republic of Northern Cyprus), the Bank continues its activities with a focus on customers and the market, operating from eight branches. The Bank has diversified its product range and is continuously increasing its service quality. The TRNC branches offer their customers corporate and retail banking products to Turkish standards. The Bank has provided significant contributions to the economic development of the TRNC.

In Iraq, the Bank supports the development of economic and trading activities between Iraq and Turkey with its two branches in Baghdad and Erbil. The branches play an important role in fulfilling the contracting firms’ requirements for letters of guarantee, in addition to serving as the financial solution point for international companies, organizations and institutions and, in particular, for Turkish and Iraqi corporate customers operating in the country.

In Saudi Arabia, the Jeddah Branch opened its doors in 2011. The Bank continues to expand the branch’s product and service range with the aim of meeting the banking needs of Turkish and Saudi corporate customers operating in the country, and in particular the letter of guarantee needs of Turkish contracting companies The Bank also aims to act as a broker in foreign trade between Turkey and Saudi Arabia and developing the trade between the two countries.

Ziraat Bank’s second address in the Gulf region, the Bahrain Branch, plays an active role in accessing international financial markets.

Sustainable and responsible banking in foreign branches
In Greece, the transition to the new main banking software was completed, representing an important step both towards ensuring product diversity and managing banking business processes more effectively.

The Bank continued to increase the financial support for direct investments conducted by Turkish entrepreneurs operating in Bulgaria.

Ziraat Bank plays an important role in financing Kosovo’s infrastructure investments, primarily transportation infrastructure and renewable energy resources. The Bank continued to contribute to the financing needed in the development of Kosovo’s economy.

In accordance with the responsible banking approach adopted in the TRNC, loan support packages were created under the coordination of the TRNC Central Bank during the pandemic. They were offered to customers requiring financing in the most effective way and accounted for a significant share of total loan volume. Ziraat Bank accelerated its banking activities for education and tourism, which are two of the leading sectors in the TRNC economy.

With the mission of being an important financial solution and contact point of the Ziraat Finance Group in Iraq, the Baghdad Branch has played an active role in ensuring our country’s access to international energy resources, with a high level of efficiency and speed manner under favorable conditions.

In Saudi Arabia, the foreign trade taking place between the two countries continued to be supported by non-cash loans in addition to cash loans.

Digital channels at foreign branches
With the increasing importance of digital channels, Ziraat Bank focused on internet and mobile banking investments in its international branches in 2021. With the Internet Banking and Mobile Banking channels, customers were provided with online access to the Bank’s financial products globally.

Among the Bank’s employees, 85% had an associate, undergraduate, graduate or doctorate education. The average year of service is 13 years.

HUMAN RESOURCES PRACTICES

The Bank has always employed a distinguished team with superior competencies since its establishment. This forms the basis of customer satisfaction, an area which Ziraat Bank attaches great importance to.

Ziraat Bank is aware of the need for high-performing personnel for sustainable success and continuous customer satisfaction. Accordingly, Ziraat Bank aims to maximize the motivation, knowledge and skill level of its employees. To this end, Ziraat Bank offers all of its employees systematic training opportunities focused on career and development.

Career management operations
Operating in the banking sector, which is characterized by intensive international competition, each and every year Ziraat Bank strives to take a step further on its status as the strongest national bank. The Bank is aware that it owes its exclusive and distinguished position in the sector to high-level human resources which offer the right value proposals to its customers at the right time, through the right channel with their original market knowledge and experience. With this the Bank continued to develop its adopted modern human resources management system in 2021.

The global pandemic conditions of the last two years obliged the human resources units to take on major responsibilities in order to ensure business continuity, put in place crisis management systems and support the motivation of employees. In this tough period, Ziraat Bank carried out studies to understand the needs and motivating factors of employees in order to create an employee experience which is able to respond to changing demands brought about by the new conditions.

In line with this, the Bank analyzed the effects of employees’ psychology on performance during this challenging process and continued to offer training activities on online platforms to increase the psychological resilience of employees in spite of the pandemic. Practices were developed aimed at accelerating the flow of information in terms of crisis management and increasing employees’ ability to take quick actions.

Any employee experiencing health problems or found to be struggling with this process was contacted on a one-on-one basis and efforts were made to meet their needs and requirements. In terms of business continuity, remote and rotational working models have been adopted, and working hours have been regulated.

Taking all of these into account, the Bank aimed to manage the pandemic process as well as was possible, to make employees feel that they are accompanied under all conditions and to create an employee experience which will respond to changing conditions.

Employee profile
Ziraat Bank aims to provide modern and reliable banking services by fulfilling the requirements of the banking and international competitive environment.

Serving its customers with a total of 24,607 employees as of the end of 2021, the Bank provided jobs for 608 people in 2021.

At year-end 2021, the average age of employees in the Bank stood at 37. Among the Bank’s employees, 85% had an associate, undergraduate, graduate or doctorate education. The average year of service is 13 years.

BREAKDOWN OF ZIRAAT BANK’S HUMAN RESOURCES BY LOCATION, AGE GROUP AND EDUCATIONAL BACKGROUND: 

BREAKDOWN BY HEAD OFFICE. REGIONS AND BRANCHES

Unit

Number of People

%

Head Office

5,456

22.2

Regions

285

1.2

Branches

18,777

76.3

International

89

0.4

Grand Total

24,607

100

BREAKDOWN BY AGE

Age

Number of People

%

30 -

1,496

6.1

30 – 50

21,979

89.3

51 +

1,132

4.6

Grand Total

24,607

100

BREAKDOWN BY EDUCATIONAL BACKGROUND

Educational Background

Number of People

%

Post-Graduate

43

0.2

Graduate

2,260

9.2

Undergraduate

16,216

65.9

Associate

2,477

10.1

High School

3,551

14.4

Secondary School

60

0.2

Grand Total

24,607

100

Recruitment
In 2021, Ziraat Finance Group opened its doors to young people seeking to progress in a career in banking. In order to meet Ziraat Bank’s need for Assistant Inspectors and Assistant Specialists, and the personnel needs at its subsidiaries, Ziraat Participation Bank and Ziraat Teknoloji, applicants were invited to attend an exam. Within the scope of “Candidate Satisfaction” pre-interview preparatory training including various training and tasks was provided in order to relieve the anxieties surrounding examinations among new graduates, with the selection and evaluation carried out afterwards through a structured interview process.

Career management
Ziraat Bank, which has a transparent career management approach in the field of human resources, trains its own management candidates among its staff. Accordingly, 1,075 existing employees who were succeeded in the written promotion exams conducted in 2021 were promoted to a higher position. In addition, more than 100 employees who successfully completed the Management Trainee Program were appointed to management positions in the branches and units.

There are a total of 28,971 employees within the Ziraat Finance Group, including domestic and foreign subsidiaries. Ziraat Bank has taken firm steps towards becoming a global brand in the banking sector in all countries where it operates, offering attractive career progression, pay, training and development opportunities to all employees working under the Ziraat roof.

In addition to the companies operating in Turkey, efforts continue to expand Ziraat HR practices among the subsidiaries located abroad.

The Ziraat Finance Group pays attention to the satisfaction and happiness of its employees, its most precious resource, and the effective management of their experiences in this context. The Group continues to strengthen its communication channels in order to support its employees not only in managing their career, financial situation or working environment, but also their expectations and concerns regarding life.

The Ziraat Finance Group held the Ziraat Finance Group Human Resources Summit for the first time in 2021, under the Ziraat umbrella. The purpose of the summit was to achieve continuous improvement in human resources practices and create a strong employee experience in all countries where the Group operates. Thirty employees who are specialized in the field of human resources, and working in foreign subsidiaries and branches from 18 countries, as well as those working in domestic subsidiaries, attended the event.

Held under the theme of Employee Experience, the summit featured presentations from all participants. Goals and strategies were determined in order to enhance and develop employee satisfaction across the Ziraat Finance Group and to strengthen the communication and joint efforts of the personnel working in the foreign branches and subsidiaries. The final reports which were created with the outputs of the Ziraat Finance Group Human Resources Summit and which included opinions, requests and suggestions, were published by Banking School Publications.

Ziraat Bank developed the “artificial intelligence supported career planning robot” to ensure that the right decisions are taken in career management processes. The robot was deemed worthy of the “Company of the Year in the Banking Sector” Golden Globee award in the “Bests of International Business World in 2021” category at the “International Best in Business Awards”, which was held for the 8th time this year by the Globee Business Awards organization, one of the world’s leading business awards.

Ziraat Bank launched the “Artificial Intelligence Supported Virtual Assistant” application, which was developed to answer frequently asked questions and address issues of interest regarding human resources processes.

The Bank rolled out the “Satisfaction Barometer” questionnaire, which it had started to circulate in 2020, to its foreign subsidiaries in 2021. The questionnaire allows the Bank to keep in touch with its employees’ wishes. The Bank identified employee-specific reasons for low satisfaction through one-to-one interviews with the employees participating in the questionnaire, as well as general reasons for a lack of satisfaction. The Bank created plans to resolve these problems.

Performance management
The Individual Performance Management System measures each employee’s individual achievements and ranking in each period on the basis of objective and quantifiable criteria. The system consists of two basic components; numeric-based and competence-based criteria.

The Bank’s goals and strategies are reflected in the field through the performance management system. Indicators associated with customer-focus, profitability, productivity and risk management have a significant impact on the numeric performance score and listing. Individual rankings are created as a result of combining the quantitative performance scores, which are achieved as a result of the calculations based on targets, with the competency scores. These form the basis for the performance bonus payments.

The individual performance bonuses, which are determined and paid on the basis of periodically conducted individual performance reviews, are intended to strengthen the Bank’s customer-focused business model, to promote an approach to work which is focused on marketing and effectiveness, to increase company loyalty by motivating personnel and to provide tangible benefits to those whose individual achievements are compatible with the Bank’s corporate objectives.

A current bonus budget is determined by taking the Bank’s profitability and operational results into account with the proviso that the budget’s total amount shall not exceed 8% of the Bank’s aggregate monthly salary payments in 2021. This allocation is paid out to recipients as an individual performance bonus at three-month intervals together with their monthly salaries in the months of February, May, August, and November and is based on objectively defined and numerically expressible specific criteria.

In this system, which has been set up to focus mainly on marketing in line with the Bank’s strategies and targets, bonuses are paid to reward those who contribute more to the realization of the Bank’s strategies and targets. While calculating bonuses, different coefficients are used according to branch segment and scale, individual performance ranking and job position criteria. Sales group personnel bonuses are calculated in direct proportion to the individual performance points in each section.

Aiming to motivate employees towards increasing their corporate engagement and to reward individual achievements aligned with the Bank’s corporate strategies, Ziraat Bank included all other Head Office units within its performance management system in the second quarter of 2018, as well as the units subject to numeric performance measurement, taking into account the competence-based evaluation system.

On the other hand, within the framework of the fundamental Ziraat Finance Group concept, individual performance evaluation, competence evaluation and bonus system practices were carried on throughout the domestic subsidiaries. In 2021, the Bank also continued to take steps to introduce individual performance management systems in its foreign subsidiaries.

Ziraat Bank plans to start paying bonuses to employees working for its subsidiaries operating in Azerbaijan, Georgia and Bosnia in 2022. The Bank also plans to create the design for bonus payments by monitoring the results of the performance system, which was designed for other foreign subsidiaries and branches.

Remuneration practices
The Remuneration Committee is responsible for overseeing and supervising Ziraat Bank’s remuneration practices on behalf of the Board of Directors. The Committee assesses the remuneration policy and practices within the framework of risk management to ensure that remuneration policies are aligned with the Bank’s ethical values and strategic goals, and shares its suggestions with the Board of Directors.

Within the context of the third term collective bargaining agreement signed between Ziraat Bank and Öz Finans-İş Trade Union to be effective from 1 January 2021 through 31 December 2023, union members were granted certain personnel rights including leave in addition to receiving additional monthly payments. In the Bank, which has a unionization rate of around 91%, adjustments to pay for 2021 were carried out in accordance with the Collective Labor Agreement.

The system, set up to monitor the amount of overtime carried out by personnel continued to be used effectively in 2021. A focus was placed on reducing overtime, in keeping with the sensitivity placed on maintaining the work-family life balance for employees.

In order to ensure that the employees receive basic health services within the scope of early diagnosis and preventive healthcare, the “mobile healthcare service” application was launched.

Health benefits and practices
In addition to the health services provided by the Social Security Institution, Ziraat Bank provides benefits regarding health insurance to its employees and family members subject to the provisions of private law;

Projections for 2022
The advance in technological developments, digitalization of work processes and the new generation’s changing expectations of working life require new designs for the employee experience, especially in the recruitment, career management and talent management processes.

In this context, Ziraat Bank continues its activities to transform processes into an agile structure which is able to respond to changing needs more quickly, to increase employee satisfaction, to design processes to enhance the employee experience, to expand digitalization and to use data analytics. The Bank’s priority projects in 2022 will be aimed at integrating employee experience and smart technologies into HR processes and implementing flexible working models.

Talent Management Practices
Ziraat Bank conducts training and development activities aimed at improving both the professional knowledge and skills and personal talents of its employees within the framework of its strategy of “Investing in Human Resources and Learning Organization”.

By contributing to the development of its employees and adding value, Ziraat Bank aims to discover, evaluate and develop talent in the most efficient manner by standing by these individuals in every period of their business life. Accordingly, an extensive and user-friendly rate of content was diversified by taking various user needs into consideration and transferring them from various channels.

Ziraat Bank offered a range of training programs in different areas which would directly affect the quality of life of its employees, such as being a parent, healthy living, movement literacy.

Training activities
Offering its employees opportunities for continuous professional and personal development, Ziraat Bank provided an average of 11.8 hours of classroom training and 25.3 hours of online training per person in 2021. As the vaccination rollout gained pace, in-class training was also stepped up in the second half of 2021, while virtual classroom practices and e-training continued.

A summary of the training activities which Ziraat Bank offered its employees in 2021 is provided below:

In addition to the training programs listed above, Ziraat Bank offered a range of training programs in different areas which would directly affect the quality of life of its employees, such as being a parent, healthy living, movement literacy (knowing how to move), coping with stress, and emotional resilience.

The Bank also signed a cooperation protocol with the Ankara University, which is another well-established institution, and that is a value of our country. The purpose of this protocol is to improve the academic aspect of its training programs and to initiate a cooperation that will enable those, who work in education programs, to obtain a master’s degree at the same time. The Bank completed the design of its first post graduate programs.

Digital transformations in education
In line with its “Digital Solutions” strategy, Ziraat Bank also brings applications using state-of-the-art technology in the field of education into practice.

Ziraat Bank’s online training programs provide the opportunity to train more personnel in a short space of time at low cost, and employees can access training content whenever they wish from any location. E-training has gained even greater importance during the pandemic.

With the support of work units, the Bank expanded its e-training catalogue with new content which contribute to the professional development of its employees. In addition, the Digital Library, which contains more than 1,000 volumes, continued to be used by all employees. Our library contains a range of interesting e-training content, videos, audio files and documents for all employees seeking to develop themselves either in a professional or personal capacity.

The “Ziraatli-comment” block, which is used by 15,064 employees and enables our employees to share their knowledge and experience with all employees, was diversified with the addition of 459 articles.

Through the mobile application, Ziraat Bank prepared journeys which are tailored to the position of each employee. This application allows information to be collected instantly from the field, in addition to ensuring permanence through micro-learning and reinforcement. The application, which is designed to offer the practicality of mobile learning by accompanying employees in the fast flow of life, elements such as questionnaire and exam questions, reminders, greetings and congratulatory messages can be performed daily within the framework of a planned calendar, in addition to micro-learning elements.

The Bank supported its employees by organizing competitions with didactic mobile games and thus ensuring knowledge gained permanence. A total of 3,507 employees played the mobile game, spending a total of 31,887 hours on the game and solving 7,421,216 questions.

Sustainability in Education
Ziraat Bank also observes sustainability in its training activities, where it reflects its “Responsible Banking” strategy.

There are training programs designed specifically for the customers and children on Ziraat Bank’s website. The training program, which is offered under the name of “Our E-Training programs specific to the Little Ones”, aims to raise awareness of the importance of saving among children and to introduce them to basic financial concepts. In this fun-packed program, children learn about the relationship between money and the bank, the functioning of banks, internet and telephone banking, loans and credit cards, the efficient use of all resources from money to electricity and water with the themes of “Money-Bank Island, Savings Island, Loan and Credit Card Island, Budget Island”.

The Bank’s customer training also include programs on secure credit card use and agricultural insurance.

The Bank implemented a new program to contribute to the development of university students who are carrying out internships at Ziraat Bank, enabling them to make efficient use of the time they spend in internship. With its “Customer Experience” approach, the Bank planned every day down to the smallest detail by putting itself in the shoes of the students from welcoming them on their first day to bidding them farewell at the end of their internship. More than 100 items of content including videos, e-learning and reading material were made available to the students.

The training programs offered over the mobile application included topics such as basic banking, loan information from A to Z, digital literacy, correspondence techniques, corporate professionalism, resilience, information security and zero waste. The Bank also organized small competitions to increase participation and encourage learning. The Bank monitored every step of the program on a daily basis through the mobile application.

Ziraat Bank continued its contributions to Turkey’s social, cultural and economic development in 2021 as well.

SOCIAL RESPONSIBILITY AND PROMOTION WORK

The spirit of social sharing forms the basis of Ziraat Bank’s contributions to the fields of culture, the arts and sport. In addition to the museums and art galleries which the Bank hosts within its organization, the Bank also fulfils its responsibilities towards society with the projects it supports.

With these efforts, Ziraat Bank takes the initiative in the complete transfer of our national values to the next generations.

Culture and the arts
Since its establishment, Ziraat Bank has integrated the importance it attaches to the arts and artists under the banner of “In Art for Art”. The Ankara Kuğulu and the Istanbul Tünel Art Galleries, which are part of the Bank, have been serving art connoisseurs for many years. Unfortunately, they have been closed since March 2020 due to the pandemic. The Ankara Çukurambar Art Gallery, whose doors are still open to the public, hosted three exhibitions in 2021 and attracted more than 3,000 visitors.

The State Theatres Ziraat Stage, which was brought to life with the cooperation of Ziraat Bank and the General Directorate of State Theatres, continues to serve lovers of the theatre.

The Headquarters Building, which is located in Ankara’s Ulus district, was built in 1929 by the Italian architect Giulio Mongeri. The building is one of the buildings reflecting the First National Architectural Period. The Ziraat Bank Museum is located in the Hall of Fame on the ground floor of the building. The museum was opened in 1981 to pass the Bank’s know-how and experience on to future generations. The Ziraat Bank Museum exhibits the commercial, economic, political, cultural, artistic and educational change which has taken place in the Turkish banking system since its beginnings to the present, and its development from past to present. The museum showcases many antique objects, which contain these features, used in the banking system in a historical atmosphere.

After the restoration works that started in the historical building in 2017, the Ziraat Bank Museum was expanded with the inclusion of the basement floor and started operating again in 2019. The museum was temporarily closed to visitors in March 2020 due to the pandemic. In addition, visitors were given the opportunity to visit and experience the Museum step by step through the prepared three-dimensional Virtual Tour.

Ziraat Bank boasts one of Turkey’s leading collections of sculptures and paintings. The Bank brings works of art in its collection to the public with its collection and comprehensive exhibitions which it organizes. With more than 2,500 works, the Ziraat Bank Painting Collection continues to expand with the works of art purchased from artists exhibited in the Ziraat Bank galleries.

Ziraat Bank will maintain its support for art and artists with the “Ziraat Bank Art Museum” to be opened in its historical building in Alsancak, İzmir. Ziraat Bank started extensive restoration and restitution works to transform the Historical İzmir Branch building into a museum in 2018. The Art Museum is planned to be opened to art lovers in September 2022.

An important supporter of the development of Turkish sports
Having put its name on the Turkish Cup with its sponsorship in the past 13 seasons, Ziraat Bank has contributed invaluably to the development of Turkish sport. Additionally, the Ziraat Volleyball Team, competing in the Turkish Men’s Volleyball leagues since 1981, competed successfully in the Efeler (Premier) League, the AXA Sigorta Cup Volley (Turkish Cup) and the CEV Challenge Cup in Europe in the 2020/2021 season. Having succeeded in qualifying as the runner-up in the CEV Cup in the 2017-2018 season, the Ziraat Volleyball Team represented Turkey at the Balkan Cup held in Pazardzhik, Bulgaria and claimed the championship title. The team also won the Turkish Champion titles in the U-18 and U-20 categories at the latest Infrastructure Turkey Championships.

In its 40th year, our Efe* brothers succeeded in becoming champions in the Efeler League for the first time in their history. In addition, our team, which competed in the CEV Challenge Cup in the 2020-2021 season, played in the finals in the cup, completing the tournament on second place.

After winning the championship, our team went on to win the Super Cup game played in 2021 and became the Super Cup Champion.

Social responsibility projects
In order to fulfil the mission which comes with its social responsibility and to bring land ravaged by forest fires in the province of Hatay back to life as soon as possible, the Bank donated 10 saplings on behalf of each employee.

In addition, the Medeniyet University Ziraat Bank Library Project, which is planned to be the largest library in İstanbul, was completed with Ziraat Bank contributing to efforts to consolidate its support to the socio-cultural and economic development of Turkey as well as to provide a gift of permanent value to our country.

Ziraat Bank’s efforts to school improvements in priority regions for development continued in 2021 within the scope of the “Children on Vacation, Schools in Renovation” social responsibility project.

In 2021, the Bank continued to support seminars, conferences and educational activities organized by the Ministry of Young People and Sports. The purpose of this support is to raise awareness of our cultural values, history and literature to young people in higher education, living in dormitories under the General Directorate of Credits and Dormitories of the Ministry of Young People and Sports.

Advertising and communication activities
The advert explains how customers can easily transfer money from Ziraat Mobile or the Internet Branch by defining their mobile phone number and their national ID number, Tax ID number, Foreigner ID Number, e-mail or passport number as an easy address and transfer money without an IBAN. The “how to” film also explains how to define an Easy Address. Both films were announced to the public on social media.

The “Ziraat Bank Agriculture Film” explains how Ziraat Bank has strengthened the power of farmers for 157 years and how it is more than just a bank for farmers.

The advert for the “Irrigation Loan with Savings”, specially prepared for the World Water Day, was broadcast to the public.

Three “how to” films were created to explain how to create QR codes, share QR codes and transfer money with QR codes through the Ziraat Mobil and posted on social media.

An advert promoting Bankkart’s special campaign for the month of Ramadan was broadcast. It was shared with the public on national TV channels and social media accounts. In addition, an advert where Bankkart celebrates the Ramadan Feast (Eid Al Fitr) was filmed and broadcast on social media accounts.

Desktop commercial films, which set out Bankkart’s special campaigns for Mother’s Day and Father’s Day, were filmed and broadcast to the public on social media.

An advert explaining how customers of Ziraat Mobile are instantly notified when money enters their accounts, and a “how to” film which explains how to buy and sell gold through the Ziraat Mobile were prepared and posted on social media accounts.

Our how to film, which explains how customers can perform their Stock Public Offering Request transactions on our Internet Branch and Ziraat Mobile was posted to the public on social media.

During the public offering of Ziraat REIT, which is Turkey’s real estate giant, three adverts were broadcast. Our adverts, which are “Ziraat REIT Image”, “Ziraat REIT IPO” and “Ziraat REIT Acknowledgment”, were broadcast on national television channels and on our social media accounts.

The desktop commercial film, which explains how to become a Ziraat Bank customer by making a video call with a customer representative over the Ziraat Mobile, without needing to go to the branch, was shared with the public on social media.

As a result of the work carried out in order to increase the number of active users of Ziraat Mobile and to explain the recognition, ease of use and means of the application in a way which would be different and entertaining, the new promotion platform, “Z-Mobile Generation”, was shared with the public through national television channels, printed media and social media accounts.

In this context, first of all, three teaser films cut from the main film shots were broadcast on national channels and attracted considerable interest from the general public as well as curiosity about the nature of the Z-Mobile Generation. Together with the broadcast of the main film on national television channels and social media accounts, images depicting the Z-Mobile Generation began to appear in the printed media and social media accounts. Finally, the advert about being a Ziraat Bank member over Ziraat Mobile without needing to go to the branch, in order to join the Z-Mobile Generation was broadcast on national television channels and social media accounts. The Z-Mobile Generation campaign attracted wide public acclaim.

A new advert with the title of “Don’t Worry (Merak Etme Sen)” explains how Ziraat Bank has been standing with farmers for 157 years. It was broadcast on national television channels and social media accounts. The short advert, which was cut from this film, and which celebrates 14 May Farmers’ Day, was shared with the public on social media accounts.

The Stevie Awards, which is one of the world’s prestigious international business awards program, rewards successful organizations, projects and work at international standards. In the Stevie Awards, Ziraat Bank won the Golden Stevie award with the “157th Anniversary Advert - Always Smile”. In addition, the Bank won the Bronze Stevie award with its “2020 Integrated Annual Report”, the Bronze Stevie award with “New Trends in the IT Request Management”, the Bronze Stevie award with “Turkey through the Eyes of Our Employees”, and the Bronze Stevie award with “1IZ E-Magazine”. The Bank announced the awards it won to the public on social media.

The 157th Anniversary film, “Always Smile”, was also awarded the Golden Award in the category of “Creative Communication-Best Creative Use of Celebrity” at the Sardis Awards.

The advert entitled “For Generations” was prepared to mark the 158th Anniversary of Ziraat Bank, which has touched the lives of many generations throughout its 158-year history and which will touch the lives of many generations to come in the future. The film was broadcast on national television channels and social media accounts, and received wide acclaim from the general public.

Ziraat Bank was selected as Turkey’s Most Loved Bank in 2021 in the Turkey’s Lovemarks Survey. The Bank has received this award for six consecutive years. This success was announced to the public through social media and printed media.

Other work
Ziraatbank.com.tr is the Bank’s corporate website and was designed to be responsive and developed on the MS SharePoint 2016 infrastructure. The website provides easy access to Ziraat Bank’s services and functions. In 2021, new technological advances were integrated into the website and its functionality was improved.

In accordance with the corporate identity principles of the Ziraat Finance Group, the websites of domestic and overseas subsidiaries were renewed in order to provide a common experience for the customers.

Within the framework of Intellectual and Industrial Property Rights, all kinds of application, objection and registration transactions carried out by Ziraat Bank and the entire Ziraat Finance Group both domestically and abroad regarding trademarks, patents and registrations, as well as renewal procedures for registered trademarks, patents and design certificates were carried out.

The html-based interactive magazine, 1iz (We Are One), was published on the Bank’s portal and the Ziraat Finance Group mobile application on a bimonthly basis, pursuing the goals of fostering a sense of belonging among Ziraat Finance Group employees, informing them of developments in the Finance Group and the Bank, ensuring the continuity of corporate culture, creating an institutional memory and for creating a communication platform between Ziraat Family members.

Ziraat Bank has become the most effective Bank in the sector in the social media channels in which it operates intensely in order to respond to its customers’ requests and expectations on each platform and to maintain the highest level of customer satisfaction. Attracting more than 2,300,000 likes and followers on its Facebook page in 2021, the Bank has steadily increased its effectiveness in social media with more than 450,000 followers on Twitter, 217,000 followers on the Bank’s Instagram account and more than 80 million views on YouTube and other similar platforms.

Contributing to the development of Turkish sports, Ziraat Bank was again named sponsor of the Turkish Cup in the 2021/2022 season.

Sponsorships
The Volleyball Team, which Ziraat Bank sponsors and which is supported by the employees, were crowned Champions of the Efeler League in the 2020-2021 season. The team went on to achieve great success, playing in the European finals. The Bank continued its sponsorship support in the 2021/2022 season for the Ziraat Bank Sports Club in what was a magnificent season, and will represent our country in the CEV Champions League this season.

Ziraat Bank sponsored the movie called “Kesişme, İyi ki Varsın Eren” (Intersection, Thank God you exist, Eren), which was to be released in cinemas on 1 January 2022. With the co-production support of the TRT (Turkish Radio and Television Corporation), the screenplay of the film was written by Mert Dikmen, Alper Uyar and Özer Feyzioğlu and the film was produced by Mustafa Uslu. The film tells the real-life story of Eren Bülbül, who left a mark on the conscience and hearts of people when he was brutally murdered in front of his home in Maçka, Trabzon at the age of 15, and the hero of the story, Petty Officer Senior Sergeant Major Ferhat Gedik, who used his body as a shield to protect Eren.

In addition, the Bank supported the movie “15/7 Dawn Time” as a sponsor. The movie will tell the story of resistance and real-life stories of many heroes and heroines who were involved in resistance against the coup attempt on 15 July 2016, with a cast of many famous artists, all of whom work in the State and City Theatres. Mr. Fatih Özcan wrote the script of the film and undertook the general directing.

To mark the occasion of the 101st anniversary of the opening of the Turkish Grand National Assembly, various celebrations, scientific, cultural and artistic activities and visual and audio promotional activities were planned in order to inform the public. In this context, Ziraat Bank provided support for the realization of the “Turkish Grand National Assembly 101st Anniversary Symphony” project composed by Mr. Can Atilla in order to demonstrate our country’s values through art.

Ziraat Bank supported the exhibition of “Finance History from Past to Present” held in Galata in Istanbul between 15 and 30 December 2021. Selected documents and photographs from the Central Bank’s collection, interactive presentations and an extensive range of digital works of art are featured in the exhibition, which features the historical adventure of the Turkish Lira from past to present, from İtibar-ı Milli Bank (the National Reputation Bank) of the Ottoman Empire to the Central Bank of the Republic of Turkey.

Ziraat Bank was again named sponsor of the Turkish Cup in the 2021/2022 season, extending its run of sponsorship since 2009. The purpose of this is to advertise and promote the Bank more effectively and to contribute to the development of Turkish sports by considering the influence of football on a vast number of people.

OUR AWARDS

Brandon Hall

  • Excellence Awards Ceremony, “Ziraatliyorum” Platform - Golden Award for the Best Co-Learning Tool
  • Excellence Awards Ceremony, Customer e-learning - Golden Award for the Best Customer Education Application
  • Excellence Awards Ceremony, From B4A to Z Credit Videos - Silver Award for the Best Use of Video in Learning
  • Excellence Awards Ceremony, Financial Literacy Videos - Bronze Award for the Best Use of Video in Learning

Stevie Awards

  • “Communication or PR Campaign of the Year, Internal Communication - 100 or more employees” Bronze Stevie award with the “1iz E-magazine” work
  • “Communication or PR Campaign of the Year - Relations with Dijital Media” the Bronze Stevie award with the “Turkey through the Eyes of Our Employees” work
  • Marketing Campaign of the Year - Financial Products and Services “Ziraat Bank Corporate Image Campaign - the Golden Award with the 157th Anniversary Commercial Film - Always Smile”
  • Bronze award with the “Best Annual Report” “Ziraat Bank 2020 Integrated Annual Report - We have been generating value for Turkey for 157 years”
  • Bronze Award with “IT Awards - Best Technical Support Strategy and Application”, “Ziraat Bank, New Trends in the IT Request Management”

Golden Spider

  • Ziraat Bank Corporate Website, First Prize in the Banking Finance category
  • Ziraat Bank Corporate Website, Third Prize in the Corporate Website category
  • Ziraat Bank Corporate Website, Third Prize in the Mobile Compatible Design category
  • Ziraat Mobile, Third Prize in the Mobile Application-Banking & Finance category

Golden Bridge Business and Innovation Awards

  • “Gold Globee Winner” in the “Success of Human Resources” category

Social Media Awards Turkey

  • Banks, the Golden Award, the most effective bank of social media for the 5th time
  • Silver Award with Credit Cards - Bankkart
  • “Use of New Technologies” Ziraat Bank, the 157th Anniversary Commercial Film - Silver Award with “Always Smile”

Global Council of Corporate Universities

  • Corporate Universities Global Council - Environment & Social Responsibility Award

Global Banking & Finance Review

  • “Banking & Finance Technology Awards” Best Banking Technology Application in 2021 (YETKİM)
  • “Banking Process & Product Awards” the Most Innovative Banking Process in 2021 (IT Request Management)

Stevie Mena Awards

  • Covid 19- The Most Valuable Product, Golden Award
  • Success in Product Innovation, Bronze Award
  • “Innovative Achievement in Science or Technology”, the Bronze Award
  • Financial Sector, Excellence in Innovation Award - Organizations with 100 or More Employees with “Improvements of National ID Card and Ziraat Mobile/Internet Banking Online Application & I Forgot My Password Functions”

PSM Awards

  • Innovative Customer Interaction and Experience, the Golder Award with “National ID Card and Ziraat Mobile/Internet Banking Online Application & I Forgot My Password Functionality”
  • The Silver Award for the “Social Responsibility” “Individual Basic Needs Support Loan work”

İPSOS-MEDIACAT, Lovemarks Awards

  • 2021, The Most Loved Bank

Marketing Turkey and Akademetre

  • The Brands Best Managing Customer Experience Award

Globee Business Awards

  • The Best in International Business World in 2021, the Company of the Year in the Banking Sector, the Golden Globee award

CX Awards Turkey

  • Customer Experience Awards, Digital Customer Experience Category, Productive Project Award

B2B Excellence Awards

  • Excellence in B2B Satisfaction, Most Reputable Business Partner of the Year Award
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