Value creation
levers

COMPLY WITH BUSINESS ETHICS AND
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.

Preventing over-indebtedness

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 process.
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.

PROMOTING SUSTAINABLE FINANCE AND SOCIAL ENTREPRENEURSHIP

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 THEIR DEVELOPMENT

Women’s empowerment

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.

Career management

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.

EXERCISING GOVERNANCE AND RISK MANAGEMENT WITH
DILIGENCE

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 REDUCING THE
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 STAKEHOLDERS

Foundations

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.

Education

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.

Health

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.

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