Bangkok Bank Archives - SustainCase - Sustainability Magazine Insights on how you can protect the environment, maintain and increase the value of your company, through a structured CSR/Sustainability process with the use of the GRI Standards. Learn how Today's Best-Run Companies are achieving Economic, Social, and Environmental Success - and How You Can Too... Mon, 06 Mar 2023 11:17:34 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 Case study: How Bangkok Bank promotes sustainability among its suppliers https://sustaincase.com/case-study-how-bangkok-bank-promotes-sustainability-among-its-suppliers/ Wed, 29 Jun 2022 06:06:51 +0000 https://ccprowebs.com/new-sustaincase.com/?p=13788 Bangkok Bank is a leading bank in Thailand and a major regional bank in Southeast Asia, a market leader in corporate and business banking with a large retail customer base. , including respect for human rights and labour rights, business conduct with transparency and fairness, and effective ESG risk management. This case study is based on the 2020 Sustainability Report by Bangkok Bank, prepared in accordance with the GRI Standards, that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it means: a) identifying a company’s most […]

The post Case study: How Bangkok Bank promotes sustainability among its suppliers appeared first on SustainCase - Sustainability Magazine.

]]> Bangkok Bank is a leading bank in Thailand and a major regional bank in Southeast Asia, a market leader in corporate and business banking with a large retail customer base. Bangkok Bank is committed to managing its supply chain counterparty relationships so that they understand and recognise their respective environmental, social and governance (ESG) responsibilities  Tweet This!, including respect for human rights and labour rights, business conduct with transparency and fairness, and effective ESG risk management.

This case study is based on the 2020 Sustainability Report by Bangkok Bank, prepared in accordance with the GRI Standards, that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it means: a) identifying a company’s most important impacts on the environment, economy and society, and b) measuring, managing and changing.

Abstract

Bangkok Bank prioritises the sustainable management of its supply chain by treating every supply chain counterparty equally and fairly in accordance with its code of conduct and business ethics, while also encouraging supply chain counterparties to take responsibility for all stakeholders and society. In order to promote sustainability among its suppliers Bangkok Bank took action to:

  • screen suppliers
  • assess risks
  • monitor and evaluate supplier performance

What are the material issues the company has identified?

In its 2020 Sustainability Report Bangkok Bank identified a range of material issues, such as cyber security and customer data, risk and crisis management, privacy protection, digitalisation and innovation, responsible finance. Among these, promoting sustainability among its suppliers stands out as a key material issue for Bangkok Bank.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The reporting organization shall identify its stakeholders, and explain how it has responded to their reasonable expectations and interests.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups Bangkok Bank engages with:

Stakeholder Group                Method of engagement
Shareholders and investors

 

 ·      Annual General Meeting of Shareholders and Extraordinary General Meeting of Shareholders

·      Disclosure of information in the Annual Registration Statement (Form 56–1), Annual Report (Form 56–2) and Sustainability Report published on the Bank’s official website

·      Disclosure of information through the SET portal of the Stock Exchange of Thailand, electronic publications and the Bank’s official website

·      Meetings with investors and stock analysts (11 persons)

·      Conference calls with investors and stock analysts (274 persons)

·      Meetings with stock analysts and individual investors (256 persons)

·      Investors’ meetings (3 meetings)

·      Virtual investors’ meetings (5 meetings)

·      Information inquiries through the Bank’s official website
Customers ·      Customer satisfaction survey at least once a year

·      Relationship building activities for the Bank and customers throughout the year

·      Periodic seminars to provide knowledge about finance, saving, trade and investment, and cyber threats which are held throughout the year

·      Customer visits to enhance relationships and accommodate customers’ needs through year-round appointments

·      Regular communications via digital channels e.g. LINE, Facebook and Twitter

·      Complaint and whistleblowing channels available through Bualuang Phone 1333 or the Bank’s official website www.bangkokbank.com 24 hours a day, 7 days a week
Employees ·      Orientation programmes for new employees which are held twice a month

·      Nationwide executive conference for policy announcements which is held once a year

·      Meetings between the Bank and representatives from the Bangkok Bank Managerial Officers Union, and Bangkok Bank Workers Union on a weekly basis.

·      News releases through the twice-monthly internal newspaper Our News

·      Timely dissemination of interesting news and activities for employees through internal communication channels such as BBL CONNECT, email, and the public address system

·      Sharing and exchanging opinions between managers and their team members during the employee performance evaluation period twice a year
Counterparties

 

 ·      Clarification of the Bank’s rules for new counterparties or new contracts

·      Written communication for counterparties in case of material changes in the Bank’s rules

·      Regular visits or phone calls to counterparties to strengthen the relationship and exchange opinions on products and services
Creditors

 

 

 ·      Direct and indirect communication via mass media or advertising media as needed

·      Suggestion and complaint channels through Bualuang Phone 1333 or the Bank’s official website www.bangkokbank.com 24 hours a day, 7 days a week
Industry peers

 

 

 

 ·      Exchange of ideas between members of the Thai Bankers’ Association in monthly meetings and collaboration under different clubs and working groups such as CSR Club, Credit Cards Club, 5-Year Plan Working Group and Sustainable Banking Working Group

·      Participation in the Joint Standing Committee on Commerce, Industry and Banking (JSCCIB – Thailand) comprising the Board of Trade of Thailand, the Federation of Thai Industries, and the Thai Bankers’ Association
Community, society and the environment

 

 

 ·      Production of weekly television programmes to promote tourism and small community businesses as well as the regular sharing of knowledge on finance and business administration with the general public and the business sector

·      Occasional community, social and environmental activities to promote religion, the arts and Thai culture

·      Regular awareness building and knowledge sharing on finance, investment, saving and business administration through training, seminars and various media channels for interested people and businesses

·      Suggestion and complaint channels through Bualuang Phone 1333 or the Bank’s official website www.bangkokbank.com 24 hours a day, 7 days a week

How stakeholder engagement was made to identify material issues

To identify and prioritise material topics Bangkok Bank engaged with its stakeholders through several rounds of surveys and in-depth interviews.

What actions were taken by Bangkok Bank to promote sustainability among its suppliers?

In its 2020 Sustainability Report Bangkok Bank reports that it took the following actions for promoting sustainability among its suppliers:

  • Screening suppliers
  • Bangkok Bank has created a systematic screening process for suppliers, starting by inviting potential suppliers to discuss their understanding of the bank’s supplier code of conduct, and giving them the opportunity to recommend products and services, and make other inquiries. Bangkok Bank requires all new suppliers and contractors to conduct a self-assessment on product and service quality, business security and ESG management approaches such as impact on the environment, respect for human rights in compliance with international principles and standards, respect for basic rights at the workplace in compliance with International Labour Organization (ILO) Conventions, the prevention and protection of personal information, and the prevention of corruption. When registered suppliers pass the assessment criteria set by Bangkok Bank and submit relevant evidence, officers of the concerned unit will visit the business before seeking internal approval to accept them as registered suppliers. For outsourced companies, the scrutinising committee will consider the application based on the selection guidelines for the outsourced company, which cover various issues including knowledge, ability, experience, past performance, financial security, business risk and company policies that are compliant with Bangkok Bank’s standards.
  • Assessing risks
  • Bangkok Bank has an assessment process that analyses ESG risks that critical suppliers may bring to the supply chain. Critical suppliers include high spending suppliers, from which the bank procures products and services with high value; critical component suppliers, which produce essential goods and services for the bank; and non-substitutable suppliers, which produce products and services that cannot be easily replaced by other sources. The assessment is attended by management, employees from the procurement department, user units, suppliers and the Compliance Division, involving discussions on possible measures to cope with risks and possible impacts, where necessary. Regarding identification of ESG risks from a supplier, Bangkok Bank identifies the top three most important risks in each sector:
    • Environment: 1. Greenhouse gas emissions, 2. Energy management, and 3. Waste and hazardous material management.
    • Social: 1. Human rights, 2. Treatment of employees, and 3. Occupational health and safety at the workplace.
    • Governance: 1. Corruption, 2. Privacy Protection, and 3. Fraud.
  • To assess whether a critical supplier is a high ESG risk, Bangkok Bank considers the likelihood and severity of a potential violation to identify appropriate preventive and mitigation measures. The outcome of this risk assessment and potential impacts will be used in the formulation of the supplier code of conduct and for improving the bank’s risk management processes to be more efficient and effective.
  • Monitoring and evaluating supplier performance
  • Every new Bangkok Bank supplier is required to pass a self-declaration that covers ESG issues and business security and reliability before being able to register as a bank supplier and participate in a procurement contract with the bank. Bangkok Bank carries out regular supervision, monitoring and evaluation of a supplier’s performance to ensure that they can comply with the contract and has also established a process for identifying and assessing risks and potential negative ESG impacts that may arise from the operations of suppliers that could prompt the bank to take appropriate preventive and remedial measures. Bangkok Bank expects the units involved in the procurement of suppliers to conduct monitoring, auditing and evaluation of suppliers’ ESG operations, and to carry out tracking information to indicate work that is non-compliant with the law or good ESG practices. Bangkok Bank will use this information, as well as information gathered from supplier registration to review an application for renewal upon completion of the contract. This is to make sure that the bank’s suppliers act in a responsible manner and are able to carry out their work as specified in the contract. During the review, Bangkok Bank will pay close attention to a supplier’s commitment and ability to conform to ESG best practices, along with other key factors such as their reliability, quality and the ability to produce products or provide service. Additionally, Bangkok Bank has established a channel for receiving complaints in case activities undertaken by its suppliers under a procurement contract have a negative impact on related stakeholders. Bangkok Bank has established a process for verifying evidence and remedying the effects that arise. All stakeholders are able to file complaints through the bank’s various filing channels. In addition, Bangkok Bank has established principles and measures for dealing with suppliers who breach the terms of the contract, which are clearly written in the procurement contract.

Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?

The GRI Standards addressed in this case are:

1) Disclosure 308-1 New suppliers that were screened using environmental criteria

2) Disclosure 414-1 New suppliers that were screened using social criteria

 

Disclosure 308-1 New suppliers that were screened using environmental criteria does not correspond to any SDG.

Disclosure 414-1 New suppliers that were screened using social criteria corresponds to:

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

  • Exclusive FBRH template to begin reporting from day one
  • Identify your most important impacts on the Environment, Economy and People
  • Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
  • Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.
References:

This case study is based on published information by Bangkok Bank, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original please revert to the following link:

https://www.bangkokbank.com/-/media/files/investor-relations/sustainability-report/2020/sr2020_en.pdf?la=en&hash=61D0CF6D089BF7D308F2254EB011F433F3471178

Note to Bangkok Bank: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

The post Case study: How Bangkok Bank promotes sustainability among its suppliers appeared first on SustainCase - Sustainability Magazine.

]]> Case study: How Bangkok Bank promotes employee welfare https://sustaincase.com/case-study-how-bangkok-bank-promotes-employee-welfare/ Mon, 16 Nov 2020 07:00:50 +0000 https://ccprowebs.com/new-sustaincase.com/?p=11715 Bangkok Bank is a leading bank in Thailand, a major regional bank in Southeast Asia and a market leader in corporate and business banking, with a large retail customer base. Nurturing employees by providing them with adequate and appropriate benefits, workplace safety, good living conditions, life security and long-term service at the Bank is a key priority for Bangkok Bank. This case study is based on the 2019 Sustainability Report by Bangkok Bank published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability […]

The post Case study: How Bangkok Bank promotes employee welfare appeared first on SustainCase - Sustainability Magazine.

]]> Bangkok Bank is a leading bank in Thailand, a major regional bank in Southeast Asia and a market leader in corporate and business banking, with a large retail customer base. Nurturing employees by providing them with adequate and appropriate benefits, workplace safety, good living conditions, life security and long-term service at the Bank is a key priority for Bangkok Bank.

This case study is based on the 2019 Sustainability Report by Bangkok Bank published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it means: a) identifying a company’s most important impacts on the environment, economy and society, and b) measuring, managing and changing.

Abstract

Bangkok Bank makes sure it equitably provides additional welfare and privileges to its employees  Tweet This!, such as health benefits, loans, and life security after retirement, in order to lessen the burden and anxiety of employees and their families. In order to promote employee welfare Bangkok Bank took action to:

  • provide financial aid
  • establish a provident fund
  • help employees with family care

What are the material issues the company has identified?

In its 2019 Sustainability Report Bangkok Bank identified a range of material issues, such as economic performance, customer satisfaction, anti-corruption, community development. Among these, promoting employee welfare stands out as a key material issue for Bangkok Bank.

Stakeholder engagement in accordance with the GRI Standards              

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The reporting organization shall identify its stakeholders, and explain how it has responded to their reasonable expectations and interests.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups Bangkok Bank engages with:

Stakeholder Group                Method of engagement
Shareholders and Investors

 

 ·      Annual General Meeting of Shareholders once a year and Extraordinary General Meeting of Shareholders as required

·      Disclosure of information in the Annual Registration Statement (Form 56–1), Annual Report (Form 56–2) and Sustainability Report in print on an annual basis

·      Disclosure of information through the website of the Stock Exchange of Thailand (SET), electronic publications and the Bank’s official website on a regular basis

·      41 meetings with investors and stock analysts

·      169 conference calls with investors and stock analysts

·      20 meetings with investors

·      International roadshows in foreign countries
Customers ·      Conduct a customer satisfaction survey at least once a year

·      Organise activities throughout the year to foster positive relationships between the Bank and customers

·      Organise training and seminars throughout the year to provide knowledge and financial advice regarding saving, trade and investment, as well as cyber security

·      Arrange year-round appointment schedules for customer visits to strengthen relationships and accommodate their needs

·      Provide a range of digital channels for easy and quick communications with customers, such as LINE Groups, Facebook and Twitter

·      Receive and handle complaints and provide services through the Bank’s Phone Banking Centre on telephone number 1333, or website www.bangkokbank.com, 24 hours a day, seven days a week
Employees ·      Organise orientation programmes for new hires twice a month

·      Organise an annual meeting of executives from across the country at the beginning of January each year

·      Conduct an annual survey of executives’ satisfaction levels with the performance of the Human Resource Division

·      Assign representatives to take part in weekly scheduled meetings of the Bangkok Bank Managerial Officers Union and the Bangkok Bank Workers Union

·      Disseminate news and information to all employees in the “Our News” internal newspaper which is published every two weeks

·      Make announcements and disseminate news and information about interesting activities on the Bank’s intranet “BBL CONNECT”, internal e-mail, and public address system to keep employees up-to-date with important information and news

·      Evaluate the performance of employees twice a year
Counterparties

 

 ·      Meet with new vendors (or with existing vendors when new contracts are signed) to listen to their suggestions and clarify protocols for working together

·      Hold a seminar with counterparties to promote sustainable supply chain management once a year

·      Communicate in writing to inform counterparties of any significant changes to the Bank’s relevant rules

·      Maintain regular contacts with counterparties to listen to their opinions and recommendations on product development as well as to build good rapport
Creditors

 

 

 ·      Disseminate accurate and honest information

·      Communicate about the Bank’s products and services through mass media and advertising channels

·      Receive suggestions and complaints through the Bank’s Phone Banking Centre on telephone number 1333, or website www.bangkokbank.com, 24 hours a day, seven days a week
Industry Peers

 

 

 

 ·      Participate in activities and meetings of the Thai Bankers’ Association and those of its working groups and associations. These include for instance the CSR Club, Credit Cards Club, Thai Commercial Bank Branch Executives Club, and Sustainable Banking Working Group

·       Participate in the Joint Standing Committee on Commerce, Industry and Banking (JSCCIB – Thailand) comprising the Board of Trade of Thailand, the Federation of Thai Industries, and the Thai Bankers’ Association
Community, Society and Environment

 

 

 ·      Produce weekly television programmes to share knowledge about finance and business administration with the general public and business sector

·      Organise regular community, social and environmental activities with a focus on preserving the uniqueness of Thai identity and culture

·      Build awareness and share knowledge with people and businesses about finance, investment, savings and business administration through training, seminars and various media channels on a regular basis

·      Receive complaints and suggestions through the Bank’s Phone Banking Centre on telephone number 1333, or website www.bangkokbank.com, 24 hours a day, seven days a week

How stakeholder engagement was made to identify material issues

To identify and prioritise material topics Bangkok Bank carried out a survey, using questionnaires, among both internal and external stakeholders, including the Bank’s management and staff, shareholders, investors, customers, business partners, creditors, community members and industry peers.

What actions were taken by Bangkok Bank to promote employee welfare?

In its 2019 Sustainability Report Bangkok Bank reports that it took the following actions for promoting employee welfare:

  • Providing financial aid
  • Bangkok Bank provides additional benefits on top of those specified by law to lessen burdens and anxiety for employees. For example, an employee who has children is entitled to an allowance of Baht 600 per month for each of the first three children until they reach their legal age or graduate with a Bachelor’s degree. In addition, Bangkok Bank provides a special allowance to employees working in high-risk areas in the southernmost provinces. The Bank provides a gratuity benefit equal to the last 15 months’ salary to an employee’s family in case of death or disability of employees from a cause not related to work, under specified terms and conditions. In case of death or dismissal from work due to sickness or accident from a cause related to work resulting in the inability to work, Bangkok Bank provides a gratuity benefit equal to the last 30 months’ salary, with specified terms and conditions, and children continue to receive the allowance as if the employee remained employed. Bangkok Bank also provides loans with special interest rates for employees in need to help them have a good quality of life throughout their career with the Bank. The loans include home loans, car loans, educational loans, medical loans, debt consolidation loans, living-cost loans and disaster relief loans.
  • Establishing a provident fund
  • Bangkok Bank encourages saving and investment through the provident fund established in 1989, to make sure employees have enough savings for their retirement. Members of the provident fund can choose an investment policy that suits their expected return on investment at their retirement with acceptable risk levels. Employees can change their investment policy twice a year during specified periods. In 2019, Bangkok Bank received the Silver Award from the Happy PVD Company Project organised by the Securities and Exchange Commission (SEC) to raise awareness of Thais about the need to have sufficient long-term savings for their living after retirement, under the concept “Optimum saving. Well planned. Sufficient funds”. Bangkok Bank encouraged employees to be aware of retirement savings through the provident fund scheme. Employees can contribute between 3 percent to 15 percent of their monthly salary, with the Bank contributing 6.75 percent to 8.75 percent of their salary, depending on their years of service. At present, 95.4 percent of the employees participate in the provident fund.
  • Helping employees with family care
  • Bangkok Bank believes in the importance of family and has set some benefits higher than the minimum standards specified by law to promote strong relationships and a good quality of life for the families of its employees. Employees can take maternity leave, before and after delivery, for a maximum of 98 days. Male employees can take paternity leave for five days with full pay to take care of their wives during the first 15 days after delivery. Bangkok Bank also allows sick leave for up to 90 working days with full pay (the law requires 30 days).

Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?

The GRI Standards addressed in this case are:

1) Disclosure 401-2 Benefits provided to full-time employees that are not provided to temporary or part-time employees

2) Disclosure 401-3 Parental leave

 

Disclosure 401-2 Benefits provided to full-time employees that are not provided to temporary or part-time employees corresponds to:

Disclosure 401-3 Parental leave corresponds to:

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

  • Exclusive FBRH template to begin reporting from day one
  • Identify your most important impacts on the Environment, Economy and People
  • Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
  • Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.
References:

1) This case study is based on published information by Bangkok Bank, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to Bangkok Bank: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

The post Case study: How Bangkok Bank promotes employee welfare appeared first on SustainCase - Sustainability Magazine.

]]> Case study: How Bangkok Bank promotes employee development https://sustaincase.com/case-study-how-bangkok-bank-promotes-employee-development/ Wed, 11 Dec 2019 13:35:48 +0000 https://ccprowebs.com/new-sustaincase.com/?p=10246 Bangkok Bank is a leading commercial bank in Thailand, providing a complete range of financial services. Seeing employees as invaluable human capital and a vital factor for elevating the Bank’s capabilities, , by providing regular training and development for employees in every position, in every department. This case study is based on the 2018 Sustainability Report by Bangkok Bank published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it means: a) identifying a company’s most important impacts […]

The post Case study: How Bangkok Bank promotes employee development appeared first on SustainCase - Sustainability Magazine.

]]> Bangkok Bank is a leading commercial bank in Thailand, providing a complete range of financial services. Seeing employees as invaluable human capital and a vital factor for elevating the Bank’s capabilities, Bangkok Bank places great importance on empowering employees with the knowledge and skills necessary for achieving future business growth  Tweet This!, by providing regular training and development for employees in every position, in every department.

This case study is based on the 2018 Sustainability Report by Bangkok Bank published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it means: a) identifying a company’s most important impacts on the environment, economy and society, and b) measuring, managing and changing.

Abstract

Bangkok Bank seeks to make sure its employees are quality personnel equipped with the skill sets, knowledge and expertise to cope with change and provide the foundation for the Bank’s sustainable growth. In order to promote employee development Bangkok Bank took action to:

  • provide a digital learning platform
  • launch the Transformative Leadership Project
  • organise the Knowledge Day Forum

What are the material issues the company has identified?

In its 2018 Sustainability Report Bangkok Bank identified a range of material issues, such as customer satisfaction, economic performance, data protection and customer confidentiality, responsible lending. Among these, promoting employee development stands out as a key material issue for Bangkok Bank.

Stakeholder engagement in accordance with the GRI Standards              

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The reporting organization shall identify its stakeholders, and explain how it has responded to their reasonable expectations and interests.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups Bangkok Bank engages with:

Stakeholder Group                Method of engagement
Shareholders and investors

 

 ·      Annual General Shareholders’ Meeting

·      Disclosure of information in the Annual Registration Statement, Annual Report, and Sustainability Report in print or electronic form

·      55 meetings with investors and stock analysts in 2018

·      123 conference calls with investors and stock analysts in 2018 (including calls made after announcement of performance results)

·      15 meetings with investors in 2018
Customers ·      Conduct customer satisfaction survey every year

·      Organise activities throughout the year to promote relationships between the Bank and its customers

·      Organise training and seminars to provide knowledge and financial advice regarding savings, trade and investment throughout the year

·      Visit customers in accordance with year-round appointment schedules to strengthen relationships and accommodate their needs

·      Receive complaints and provide services through the Bank’s Phone Banking Centre or website, 24 hours a day
Employees ·      Organise orientation for new hires

·      Organise an annual meeting with executives from units nationwide to announce the Bank’s policy

·      Conduct an annual survey on executives’ satisfaction levels with the performance of the Human Resource Division

·      Assign a team of staff members to represent the Bank at scheduled weekly meetings with the Bangkok Bank Managerial Officers Union, and Bangkok Bank Workers Union

·      Disseminate information to all staff in the “Our News” internal newspaper

·      Disseminate daily announcements, news, and information about interesting activities on the Bank’s intranet “BBL Connect”, internal e-mail, and public address system

·      Evaluate the performance of staff
Counterparties

 

 ·      Meet with new vendors (or with existing vendors when new contracts are signed) to listen to their suggestions and clarify protocols for working together

·      Communicate in writing to inform vendors of every significant change to the Bank’s relevant rules

·      Hold meetings with vendors at least once a year to hear their opinions and give suggestions for improving their products and services
Creditors

 

 

 ·      Disseminate accurate information on a regular basis

·      Communicate about the Bank’s products and services through mass media and advertising with comprehensive coverage

·      Receive suggestions and complaints through the Bank’s call centre or website, 24 hours a day
Industry peers

 

 

 

 ·      Participate as a member of the Thai Bankers’ Association, and gain opportunities to exchange opinions with other member banks every month

·      Participate as a member of various associations and clubs
Community, society and environment

 

 

 ·      Produce weekly television programmes to share knowledge of financial and business management with the general public and with businesses

·      Continue to organise community, social and environmental activities

·      Receive suggestions and complaints through the call centre or website, 24 hours a day

How stakeholder engagement was made to identify material issues

To identify and prioritise material topics Bangkok Bank surveyed stakeholders, including shareholders and investors, customers, counterparties, creditors, communities, society, environmental interests and industry peers, using a questionnaire and obtaining 292 responses.

What actions were taken by Bangkok Bank to promote employee development?

In its 2018 Sustainability Report Bangkok Bank reports that it took the following actions for promoting employee development:

  • Providing a digital learning platform
  • Bangkok Bank seeks to build a culture of Learning Agility for Bank employees through the “Professional Living through Agile Learning” project and a self-learning, skills-building process on a digital learning platform, in order to be ready for intensifying competition in the banking industry. Accordingly, the Bank has selected 900 employees from all functions to undergo online training on a digital learning platform that provides more than 400 courses. Participants can take courses and repeat the same courses for better understanding as often as they want. To promote learning in this project, the Bank has conferred recognition awards on participating employees with the highest training hours and number of courses, and to employees who review their lessons, learn constantly and share the knowledge earned with others the most.
  • Launching the Transformative Leadership Project
  • Bangkok Bank has initiated the Transformative Leadership Project to encourage managerial employees or team leaders to initiate or try new things given the environment they face and the resources they have, while building morale, enthusiasm, and commitment to make changes in the team in order to achieve desired goals. The project includes a wide range of activities, such as training, workshops, presentation of projects designed to drive behavioural change in the team to achieve goals, coaching by experienced people, project monitoring, experience sharing, and giving feedback.
  • Organising the Knowledge Day Forum
  • Bangkok Bank organised the “Knowledge Day Forum: Cultivate Innovative Thinking” event for managerial and operational employees from all areas of the Bank. The Forum’s purpose was to learn about the concept of creation and how to use innovation from experts and successful entrepreneurs, create awareness of innovation, and stimulate the creative thinking and enthusiasm of employees in suggesting ways for improving working processes or creating new products and services. The event was held during September 13-14, 2018, with 1,365 participants. The Bank invited innovation experts and successful entrepreneurs to share their knowledge and experience, with participants also joining a gamification activity, a technique for learning by playing games. Additionally, Bangkok Bank organised training for 120 executives and staff to build awareness and understanding in sustainable development as well as in the Bank’s role in enhancing and supporting undertakings to uphold sustainable development goals set by the United Nations. Content from the training was further developed into an e-Learning curriculum, so that it was widely accessible to employees.

Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?

The GRI Standards addressed in this case are:

1) Disclosure 404-1 Average hours of training per year per employee

2) Disclosure 404-2 Programs for upgrading employee skills and transition assistance programs

 

Disclosure 404-1 Average hours of training per year per employee corresponds to:

Disclosure 404-2 Programs for upgrading employee skills and transition assistance programs corresponds to:

  • Sustainable Development Goal (SDG) 8: Promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all
  • Business theme: Employee training and education

 

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References:

1) This case study is based on published information by Bangkok Bank, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to Bangkok Bank: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

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