COMPLY WITH BUSINESS ETHICS
RESPECT CUSTOMER INTERESTS
BANK OF AFRICA’s commitment to social responsibility is inextricably linked to its performance and value creation goals. The Group’s CSR policy ensures close cooperation with stakeholders as well as being a source of innovation. It ensures that strategy is consistent with a new value chain and helps identify new business opportunities.
Respecting customer interests
Above all, BANK OF AFRICA is committed
to providing customers with accurate
information and ensuring an optimal
framework for dialogue and negotiation.
Every action is framed by total respect for customer interests, in particular, customer confidentiality and protection of personal data.
The Bank has also drawn up transparent procedures ensuring that customers’ complaints, rights and obligations are taken into account.
BANK OF AFRICA provides personalised
support to financially vulnerable customers. As
a result, the Bank has introduced various control
mechanisms as part of the credit application
Checks as part of the decision-making process protect not only customer interests but the Bank’s interests too. These control measures, which are carried out early in the process, help prevent over-indebtedness. They enable the Bank to detect vulnerable customers at an early stage and offer them appropriate solutions.
In addition, as part of the amicable loan recovery procedure, BANK OF AFRICA has introduced a process to be able to provide genuine support for its financially vulnerable customers. Specific training is provided to loan recovery managers specialising in handling sensitive customer dossiers. These managers are required to work with customers to identify solutions that will enable them to settle their arrears on a gradual basis. In addition, so as to continuously improve existing procedures, BANK OF AFRICA is reviewing its processes for preventing over-indebtedness and measure their effectiveness. This consists of ensuring that customers are satisfied about the way in which their situation has been handled.
FINANCE AND SOCIAL
BANK OF AFRICA’s initial commitment to
sustainable finance saw it sign up to a number
of international frameworks. In May 2010, the
Group adopted the Equator Principles (EP),
which provided it with a suitable framework for
incorporating environmental and social risk in
funded projects. Signing the Positive Impact
Manifesto in October 2015 and becoming
a member of the Positive Impact Finance
Initiative in 2017 accelerated the Group’s
commitment to sustainable finance.
BANK OF AFRICA is heavily involved in UNEPFI’s Positive Impact movement. This initiative has now reached a stage where BANK OF AFRICA will be able to conduct impact analysis of its entire portfolio and adopt an impactbased approach to economic development.
Bridging the Sustainable Development Goals (‘SDGs’) financing gap is not just a financial challenge. Business models themselves are under scrutiny. Economic crises resulting from health crises will further emphasise the need to drastically improve the economic efficiency of social and environmental investments.
An ‘impact-based’ economy is one in which income is created by social and environmental impacts and related income. The environmental and social impacts generated are therefore intrinsic to the ‘business model’ and measurement of the impact ceases to be non-financial (questionable therefore, or not proven).
BEING A RESPONSIBLE
EMPLOYER, ATTENTIVE TO ITS
EMPLOYEES AND SUPPORTING
EMPLOYEES AND SUPPORTING THEIR DEVELOPMENT
The Group is determined to encourage more women into the workforce and has adopted specific recruitment measures to meet this goal. The Group is also doing everything it can to increase the proportion of women in managerial posts.
The Group is particularly attentive to the mobility and career management of its employees. It encourages retraining and promotion as well as international mobility. The Group also supports skills development through major training programmes, primarily delivered by a specialised entity, BANK OF AFRICA Academy. The training focuses on the banking professions but is also aimed at developing managerial and commercial skills. BANK OF AFRICA ensures that a large majority of its employees benefit from at least one training course per year.
Health, safety and well-being
As part of its occupational health and safety policy, BANK OF AFRICA carries out a number of awareness and prevention initiatives on health and hygiene issues. The Group is fully aware that occupational well-being is a performance driver, which is why it implemented a cornerstone initiative to manage workplace stress and reduce psychosocial risks.
Collective bargaining and social dialogue
Social dialogue enables the Group to build trust-based relationships and foster an atmosphere that is conducive to improving each employee’s quality of life at work. A number of committees exist within BANK OF AFRICA’s Human Resources department which engage in ongoing discussions about a variety of issues including training, appraisals, remuneration, managing staff loans, occupational health and employee benefits. The Group acts with transparency and actively encourages collective bargaining and decision-making.
AND RISK MANAGEMENT WITH
BANK OF AFRICA adheres to the main
international benchmarks for achieving
sustainable development goals - the United
Nations’ Principles for Positive Impact Finance,
the Global Compact, the Equator Principles,
the Climate Action in Financial Institutions
initiative and the IFC’s Environmental and
Social Management System. These international
undertakings have led BANK OF AFRICA to
establish a framework enabling it to incorporate
environmental aspects into its operations.
In 2019, the Bank thus continued to focus its efforts in E&S risk management.
The Bank also enhanced its E&S risk management system by identifying and clarifying its scope of application (investment loans) and by better defining roles and responsibilities when analysing customer dossiers. BANK OF AFRICA also made progress in developing operational tools that are adapted to the new ESMS.
PROTECTING THE ENVIRONMENT
FOOTPRINT ACROSS THE GROUP
CARBON FOOTPRINT ACROSS THE GROUP
In order to contribute to the collective effort
to combat global warming, BANK OF AFRICA
bolstered its CSR strategy by adopting an ISO
14001-certified environmental management
system in 2011 and a genuine environmental
and energy policy within the Group. The Bank
has also adopted a number of programmes to
reduce the carbon footprint from its operations.
BANK OF AFRICA was the first bank to obtain ISO 50001 certification for its Energy Management System.
BANK OF AFRICA also implemented a sustainable construction policy which applies to renovation and construction projects for buildings and new sites. The HQE-certified BANK OF AFRICA Academy building was designed in such a way so as to reduce the impact from construction on the environment while providing occupants with a healthy and comfortable indoor environment. This multicriteria approach combines eco-construction and eco-management with comfort and health.
Alongside its environmental policy, the Bank is keen to develop a culture and awareness of the challenges of sustainable development at Group level. Various training initiatives and internal campaigns are regularly implemented to encourage employees to adopt good habits and behaviour.
ACTING IN THE INTERESTS OF
COMMUNITIES AND ENGAGING
IN DIALOGUE WITH OUR
IN DIALOGUE WITH OUR STAKEHOLDERS
The intention of BANK OF AFRICA is to capitalize on BMCE Bank Foundation’s experience and to create solutions based on latest technologies that are also financially sustainable.
School is the primary learning place and the
basis for any society’s economic and cultural
development. This is why BANK OF AFRICA
places education at the heart of its endeavours
and plays an active role in Morocco and in
several African countries. The Group engages in
education development through BMCE Bank
Foundation and its Medersat.com program,
building new schools, and rehabilitating
infrastructures and finance equipment
dedicated to education, especially in rural areas.
With the strengthening of BMCE Bank Foundation’s presence in sub-Saharan Africa, schools and socio-educational centres were built in Senegal, Republic of the Congo, Mali, Rwanda and Djibouti.
The Group is fully aware of the major health
challenges, including the current global health
crisis, which weigh on Africa. To reduce their
human, economic and social impact, the Group
is committed to building Health Care Centres in
several countries in Africa, also reducing infant
and maternal mortality.
In addition, mobile medical units are also made available to rural communities.