Return on equity of 21.9% was also the top performance, while the non-performing loan ratio is gradually descending in difficult economic circumstances, to 9% in 2007, from almost 12% a year earlier.
“Client satisfaction is our priority. Hence, we have been closely monitoring the client needs that are the key factor in our strategy development,” says Berislav Kutle, managing director of UniCredit Bank, Bosnia. “Enormous resources have been invested in the implementation of the new client satisfaction model, as well as in training and development,” he adds.
The new business model focuses on client needs at a single client level, and the IT system has also been upgraded, but Mr Kutle emphasises that there is no room for complacency. “As there is no magic formula for success, we believe in continuous work, education of our staff and keeping the ‘client’ at the centre of our attention,” he says.
The bank may help to cross boundaries in Bosnia-Herzegovina in the near future, with a plan to fold UniCredit Bank Banja Luka, its operations in the Bosnian Republika Srpska, into the rest of UniCredit Bank Bosnia.
