Sustainability – building business resilience  

In 2020, most parts of souciety were affected by Covid-19 and in particular it put a spotlight on many of society's most troubling inequalities. Banks and the financial services sector will have an important role in the coming years, ensuring continued resilient financial ecosystems. Many small and medium sized enterprises and private households have been deeply affected financially as a result of the pandemic and will likely affect the whole banking sector in the coming years. Our purpose is to be by our customers' side and to be there when they need help managing their debts and financial needs. Therefore, we play an important role in helping the banks to offload their problematic debts enabling them to focus on their core business and we can focus on finding tailor-made solutions together with our customer.

During 2020, we experienced a fantastic effort from all our colleagues in turning around and mobilizing to enable 95 per cent of all employees to work from home in just three weeks. A truly impressive effort and illustration of good teamwork throughout the company.  We walked out of 2020 with many new learnings, one being the importance of continuously engaging with our employees and their wellbeing. This was reflected in our yearly human capital survey 2020 by Great Place to Work that resulted in an all time high TRUST index of 77 per cent. This is truly evidence of a good team spirit ensuring our business resilience in difficult times. 

If 2019 was the year of building the house, our sustainability framework, 2020 has been the year when we moved in and furnished the house. It has been a true joy to be part of the progress made in all markets to align and deliver on our sustainability goals.

In 2019, we created our sustainability framework with clear goals and indicators focusing on our co-workers and our customers. In 2020, we integrated and started to deliver on the strategy throughout the company. In Sustainability Reporting, you can get a flavour of the many activities put in place. To make sure that our sustainability agenda is part of our company fabric we launched an e-learning directed to all employees in multiple languages to educate everyone on our new sustainability policy.  The completion rate of that e-learning was 89 per cent throughout all markets.  A second important initiative to ensure full integration has been to include sustainability in the existing business review process ensuring that all markets have activities in place to deliver on our sustainability indicators.  Due to the nature of the year with most people working from home, a lot of focus has been on supporting our colleagues keeping their mental health, motivation and energy levels up.

During the year we have also conducted our first materiality analysis based on input from surveys with our client banks and employees and one-on-one dialogues with a number of key stakeholders. The results from these dialogues and surveys are found in our materiality matrix, which clearly illustrates the strong focus on customer treatment and employees. The matrix confirms that our sustainability strategy addresses the right aspects.

Our commitment for 2021 is unchanged, with some updates of indicators that we have delivered on in 2020.

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- Annual Report 2020 -
- Årsredovisning 2020 -