Glossary

BRAILLE
 — tactile writing system used by the blind and the visually impaired people.
EMPLOYEE ENGAGEMENT
 — emotional and intellectual state of an employee in which he or she is enthusiastic about the job and is willing to contribute to the development and success of the company.
GEOMARKETING
 — marketing survey technology that relies on geographic analysis of various geographically distributed items and events used to identify target audience in the relevant territorial unit, determine the best location for a new unit, develop concept for existing or proposed unit, etc.
STAKEHOLDERS
 — physical persons or business entities, or groups thereof, that affect or are affected by the bank’s operations (clients, employees, shareholders, government authorities, public organisations, etc.)
CONTACT CENTRE
 — a specialised internal operation unit that supports interaction with clients through communication channels (telephone, Internet) on various service related issues.
CORPORATE SOCIAL RESPONSIBILITY (CSR)
 — a set of principles and obligations that the bank follows in the fields of:
  • stakeholder relationship management;
  • assessment and management of own economic, social, and environmental impact.
CROWDSOURCING
 — finding critical solutions involving intellectual resources of unlimited number of volunteers, normally through IT channels.
CREDIT FACTORY
 — a loan process for retail clients and small businesses based on cetralised and automated processing of loan applications followed by loan approval or disapproval.
LOCAL SUPPLIERS
 — organisations or entities that supply products or services to a member of the Group and are registered in the same country as the member.
BANK’S OWN IMPACT
 — positive or negative social, economic or environmental changes that result, in full or in part, from the bank’s operations.
ENVIRONMENT
 — a natural environment in which organisation operates including air, water, land, natural resources, flora, fauna, humans, and their interrelation.
HAZARDOUS WASTE
 — toxic, explosive, flammable waste, highly reactive, waste containing infectious agents, as well as waste that may be of immediate or potential danger to the environment and human health by itself or when in contact with other substances.
OFFICE REFORMATTING
 — modernisation of the office and its upgrading to a new layout that meets modern requirements.
MANAGERS
 — supervisors according to the Sberbank’s grade pyramid, as well as employees who have/could have subordinates, or manage/could manage a project team (in subsidiaries and affiliated companies).
SKIMMING
 — card fraud that involves fraudulent scanning devices (skimmers) used to read card data, for example magnetic strip or PIN code.
TOP MANAGERS
 — President, Chairman of Executive Board, Vice Chairpersons of Executive Board, Senior Vice Presidents, Vice Presidents, Heads of Department.
CUSTOMER SERVICE OUTLETS
 — supplementary or operational offices, cash desks outside cash office, and mobile cash offices.
REMOTE CHANNELS
 — ATMs, payment terminals, mobile banking, Sberbank Online.
OUTPLACEMENT
 — further employment of former employees and retirement management programme.