Our commitment to our
People

The evolution of our culture, which is grounded in our values, is vital for our sustainability. In addition to supporting knowledge and career development, we engage with our people in order to serve our customers well and deliver our strategic objectives.

Having sufficient depth and quality of people and being unable to retain key people and treat them in accordance with our values and ethical standards is fundamental for the achievement of our strategic goals. Our focus is to attract, engage, develop, retain and reward the right people. 

Our culture, vision and capabilities clearly define the behaviours and environment that are needed to deliver our multi-channel strategy. 

In 2020, during the Covid-19 pandemic, the health and safety of our colleagues were brought to the fore. In all our markets we deployed Global Care Programme, a people-focused framework, to deliver personal protective equipment (PPE) as well as safety and wellbeing guidance. We transitioned more than 6,000 people to work remotely with two weeks. Our people have told us that they felt cared for during the crisis, and able to work safety and with confidence. 

As part of the work we undertake continually to develop our culture, we researched, developed and plan to deploy a global employee value proposition. This will describe what we stand for and offer as an employer, and communicate the attributes and qualities that our employees and agents believe make us distinctive. It will also help us deliver an employee experience that appeals to those who will thrive and perform best in our culture and in all our locations – and ultimately will provide excellent service to our customers.

Developing our people is a key focus and we offer a number of leadership development programmes to strengthen the depth of talent across the Group. 

Resourcing for the future

  • Bringing in new capabilities to resource our growth strategy.
  • Achieving greater diversity to reflect our international business and our current and future customer base.
  • Building a robust and deep talent pipeline to support growth.
  • Ensuring there is dedicated resource in place for major initiatives.

Development

  • Our Aspire programme aims at accelerating the progression of those identified as being in succession for key roles in the organisation.
  • We are developing a wider resource pool with specific programmes such as the Credit Graduate Programme and Finance Leadership Programme. 
  • We have established an apprenticeship programme in our Group finance function with participants studying towards accounting qualifications.
  • We are increasing leadership capability across the finance function through selective recruitment and development of existing talent through a structured finance-specific development programme.
  • Our International Sales Leadership Academy aims to develop the skills, capabilities and behaviours that are essential for our customer-facing teams and to maintaining sustainable growth in our business.

International Sales Leadership Academy

Launched in 2019, our International Sales Leadership Academy  brings the latest leadership, customer experience and strategic thinking to our sales leaders, while offering a dynamic learning space where they can formulate innovative ideas on how we can continue to best serve our customers.

“One of the biggest values of the training is sharing knowledge between home credit and digital lending, and trying to collaborate and find common solutions suitable for both businesses.” Ruta Myle, IPF Digital marketing manager, Lithuania

Committed and engaged employees are more likely to be motivated to perform to the best of their ability.

They are also more likely to stay and develop their careers with us and contribute to the success of the business. We recognise that if our people are enthusiastic about working for us, it’s not only good for them, customers will benefit too. Only an engaged workforce can deliver world class customer service.

We focus on building an informed and engaged workforce: people who understand our purpose and how their work contributes to the delivery of our business goals, who are proud to work for the business, and who are motivated to give their best efforts to serve our customers.

We aim to maintain regular, open and two-way communication with employees and utilise internal communications mechanisms such as a company intranet, newsletters, Q&A sessions with our CEO, employee conferences and forums and suggestion schemes.

We monitor engagement and culture through regular surveys which measure how well employees are engaged with the business and our Strategy. In 2019, our Global People Survey received an excellent participation rate and achieved an overall IPF engagement score of 82%. The survey provided feedback on matters as diverse as work-life balance, leadership and sense of belonging. This allowed us to empower people managers to develop action plans targeted to the specific feedback of their teams and thereby continue to strengthen the engagement of our people.

Due to Covid-19 pandemic the survey wasn’t undertaken in 2020, but it is scheduled for 2021.

We organise various engagement initiatives throughout the business including:

  • Employee awards, nominated by their colleagues, in each of our businesses to recognise employees that are delivering excellently against our ethical and commercial values.
  • Our Dialogue roadshows in our Czech business see top management visit local branches to answer questions from employees and agents and to bring their feedback to Head Office.
  • Our Bring Colour into your Life initiative in our Romanian business is based on six pillars of activity; health, development, recognition, fun in the team, family and be efficient.·
  • Our ‘Engagers’ team in Mexico home credit is piloting new arrangements such us flexible working to deliver better work-life balance to our colleagues.
  • We use feedback pods in our digital businesses to measure how colleagues feel about specific matters. 

We are committed to having a diverse workforce and take steps to ensure that our business processes encourage recruitment, selection and reward based purely on merit. 

We actively encourage gender diversity through our executive search criteria and target numbers of women on certain job shortlists. At 31 December 2020, three members of the IPF Board are female (30% of total membership). We also look to develop future talent through our Aspire Leadership programme with 37.5% female representation, our Finance Future Leaders Programme which is 18% female, our Credit Risk Management Graduate Programme which is 50% female, our International Sales Leadership Programme which is 43% female and our Global Mentoring Programme which is 50% female.

Gender split  at 31 December 2020 Men Women
Board 6 3
Senior managers 107 35
All other employees 3,134 5,036

Throughout our business we get involved in a number of initiatives to help promote diversity including:

  • Our Polish, Czech and Hungarian businesses have signed the Diversity Charter. The charter, supported by the European Commission and adopted by several EU countries is a written commitment to implement effective solutions for promoting diversity in the workplace. 
  • Our Hungarian business has produced a guide for maternity leave and young mothers to help them understand the process regarding maternity leave and reintegration into the business. Mothers returning from maternity leave may choose to work a six-hour day to help them balance work and family life.
  • Provident Hungary has a programme for recruitment of people with disabilities with most opportunities in IT and local call centre. They have also established contact with Roma minority self-government to learn best practice in employment and providing equal opportunities for candidates from Roma minority.

 

We manage health and safety risks by means of a management framework, accident and incident reports, safety inspections, and risk assessments in all our branches and head offices. 

To support our workforce we operate an independently verified safety management system compliant with ISO 45001 in all our markets. This ensures all employees and self-employed agents are provided with the highest standards of safety supervision, training, education and advice.

How we manage safety at all levels of our business:

  • All employees and agents undergo a safety induction. We also provide refresher training and seasonal safety campaigns focussed on localised risks. A customised approach to health and safety training has been developed and rolled out through training modules for various roles and levels.
  • We have helplines in all home credit markets to provide support and guidance for agents and staff concerned about their safety or wellbeing.
  • An Annual Safety Report and presentation is delivered to the IPF Board to ensure Top Management oversight and health and safety policy is aligned with the organisations strategic direction.  
  • The Group Loss Prevention Committee meets on a quarterly basis and is responsible for setting policy and monitoring performance.
  • Each market has its own Safety Committee, responsible for monitoring safety and ensuring Group policy matches local legislation.
  • Operational managers hold meetings at regional level and below to consult with workers, assess localised risks and deliver appropriate training and advice.
  • We have a network of Safety Champions from a number of business functions role modelling safety and helping to embed safe behaviours within the business culture.   
  • A web-based portal helps improve timeliness and ease of reporting and provides an effective tool for managing group safety performance.
  • A safety satisfaction survey allows us to obtain feedback from employees and agents. Issues can also be raised confidentially through the Speak Up service.

The wellbeing of our people is very important in increasing levels of engagement and providing an excellent service to our customers. We comply with local law on working hours and overtime and respect the minimum wage in all countries where we operate. In addition, we provide a range of resources and services to support various elements of wellbeing.

The theme of our wellbeing programme is resilience – helping our employees to become more resilient to business and personal life changes.

We provide an employee assistance telephone line and website, a dedicated intranet site ‘the wellbeing hub’, regular health awareness campaigns, workshops and newsletters covering a variety of topics such as stress management, mental health and healthy eating.

We also offer some benefits designed to support wellbeing of our people such as flexible working, travel to work schemes, and team building days.

In some of our markets, we offer free consultation with physicians and dietitians and support internal sports clubs with equipment, time and office space.