THE GROUP AND ITS HUMAN RESOURCE
Our human resource is the most important asset of the Group and it comprises the main component for the retention of its good name.
One of our continuous goals is to recruit, reward and fairly promote our staff according to their performance, potential, academic/professional qualifications, banking experience and years of service.
The Group places a great deal of emphasis on the systematic training and development of its staff in all areas of work and recognizes performance and individual abilities.
No discrimination is allowed against any member of staff as a result of age, gender, race, religion or other beliefs and special needs. In addition, harassment against any staff member is strictly prohibited.
Personal issues raised by members of staff are treated in the strictest confidence but they must not conflict with rules of employment, regulations set by the Group or other existing legislature.
INTERPERSONAL RELATIONSHIPS AT THE WORKPLACE
Interpersonal relationships at all levels must always be characterized by politeness, honesty and mutual respect.
Conflicts or arguments at the workplace are not allowed under any circumstances.
Omissions or mistakes made unintentionally must be treated with the appropriate level of understanding depending on the degree of severity/importance. If, in a particular case, the supervisor must reprimand an employee, this must be done in a discreet manner and in private.
A certain level of sensitivity must be displayed both in cases of praise and in cases of criticism. Criticism must always be given in a constructive way and in good faith.
SEXUAL HARASSMENT
“Sexual Harassment” is considered to be any unwilling sexual favour or any actions of sexual content at the workplace which deprive men and women of their dignity.
The Group is committed to maintaining a working environment free of any form of sexual harassment. It is therefore inappropriate for any member of staff, male or female, to sexually harass another employee of the same or the opposite sex. Thus, strict measures will be taken against any member of staff in cases where it has been proven beyond any reasonable doubt that he/she has exercised sexual harassment.
BEHAVIOUR TOWARDS CUSTOMERS
CUSTOMER SERVICE
A major priority for the Group is to offer the highest quality service to our customers as they are the source of our lifeline. That is why looking after their best interests must be at the centre of all our actions.
Our goal is to develop and maintain productive and long-term relationships with our customers. To this aim we must be creative and resourceful in servicing the new and constantly changing needs of our customers, whilst still be ready to face the competition effectively.
PROFESSIONAL BEHAVIOUR
As one of the Group’s main targets is to maintain high levels of professional behaviour in its entire doings, it expects from its staff to always act with honesty, professionalism and responsibility in all its dealings with the customers.
Within this framework, the staff must treat all customers, without exception, in a just and unbiased way, bearing in mind the goodwill of the Group as well as the customers.
In cases where a member of staff feels he cannot exercise his duties in an unbiased way, he must ask to be relieved from his duties or replaced. This applies in cases of day to day banking transactions as well as in cases of taking decisions/putting forward suggestions for granting loan facilities.
The staff has a duty of advising the Group Management of any information that it might come across, relating to the Group’s customers if the information affects the Group’s relationship with that customer.
All staff must behave with politeness and discreteness towards the customers. Each one of our customers must feel that he is important to us and that it is our pleasure to service him not only our duty.
PROFESSIONAL DRESS/APPEARANCE
In view of the need to act professionally, staff must also pay particular attention to their appearance/dress, which must at all times be appropriate and by no means provocative. Personal hygiene and a neat appearance are vital criteria of professional dress and for creating positive impressions to both customers and staff alike.
The management of the Group pays particular attention to professional appearance by staff and it considers it to be a basic component of quality service.
SMOKING AT THE WORKPLACE
Bearing in mind the serious side effects of smoking for smokers as well as passive smokers, the Bank has forbidden smoking at the workplace. As far as the customers are concerned, they should be advised of this policy and discreetly be asked for their cooperation on this matter.
DISCREETNESS - CONFIDENTIALITY - DATA PROTECTION
It goes without saying that customers expect their relationship with the Group to remain confidential and that no information regarding their financial affairs or other information regarding their personal affairs or those of their immediate family will be revealed to a third party without their approval. Relaying information to a third party is only allowed after approval by the Management or by court order.
All records/information held by the Group (in electronic form or otherwise) in relation to customer accounts and their cooperation with the Group, will only be used in good faith and strictly for providing the relevant services.
The use of information regarding customers for personal gain is strictly forbidden. This action can have serious consequences for the employee involved as well as the Group.
ILLEGAL/CRIMINAL ACTIVITIES
The Group points out that under no circumstances will it become a means of handling money originating from criminal activities (e.g. money laundering). Staff must be convinced of the legality of customers’ commercial transactions as well as the honesty of their intentions. In cases where a member of staff comes across illegal or suspicious customer activities, they should inform their immediate supervisor or the Money Laundering Officer immediately.
BRIBERY - OTHER BENEFITS
Staff is not allowed to accept gifts or other benefits from customers unless they are of insignificant value or importance.
In the opposite case, the member of staff involved as well as the Group might be exposed to possible legal action.
It should be noted that, at the same time, customers must be discouraged from offering staff valuable gifts or other benefits/personal favours. This of course should be done with the utmost tact/discretion and in such cases the member of staff involved should refer to the Group’s Code of Conduct and inform the Bank’s Management. Business lunches are of course excluded.
BEHAVIOUR TOWARDS THE GROUP
HONESTY
It is imperative that all members of staff act with honesty, both within and outside the Bank.
Stealing, fraud, misuse, forgery and embezzlement – even temporary – of money, values or other property belonging to the Bank is considered a serious offense, for which the member of staff will face sanctions and probably dismissal.
It should be noted that such actions are inevitably detected by the Bank’s audit systems. It is therefore of paramount importance that staff facing financial or other problems should refer to their supervisor for finding a solution.
PERSONAL/FINANCIAL MATTERS
Staff must handle their personal affairs including their financial matters in a way that does not expose himself or the Group in any way and must ensure that he is doing so within the Group’s regulations and according to his contract of employment.
PERSONAL STAFF ACCOUNTS
It is not permitted for any member of staff to exceed his account limit without prior authorization.
If a member of staff is facing financial problems, he should inform his Manager and together they must work towards finding the best possible solution.
CONFLICT OF INTEREST
No staff member is allowed to have direct or indirect involvement in a commercial, manufacturing or other business activity without the approval of the Group’s management.
It is forbidden to carry out work which is irrelevant to the Group’s activities or to use technical or other equipment belonging to the Group for personal reasons, including the buying & selling of shares, within the work place.
In addition, staff is not permitted to use knowledge they have acquired through the Group for personal financial gain, unless it is used for their own personal development, in a spirit of noble emulation.
GAMBLING - SPECULATION
Members of staff are forbidden from all sources of gambling for personal gain.
They must also refrain from buying & selling of shares in the Cyprus Stock Exchange on a systematic basis as well as using/assessing information acquired due to the fact that he is a Bank employee for financial gain (insider trading).
EVIDENCE OF INTERNAL IRREGULARITY/MISCONDUCT
In cases where a member of staff spots an internal irregularity which is due to the actions of another member of staff and which affects adversely the normal activities and interests of the Group, he must, without fail, and with tact inform the Management/Head Office. If the irregularity affects the management of a branch/division, then he must inform the highest authority.
BEHAVIOUR AND RESPONSIBILITY TOWARDS SHAREHOLDERS
Our Group has traditionally been characterized by a high sense of responsibility towards its shareholders therefore it has had always at its focus the protection and promotion of their interests.
Our aim is to secure such profits to our shareholders that will allow a steady increase in their investment as well as high levels of return.
BEHAVIOUR TOWARDS SUPPLIERS
Our goal is to establish a mutually profitable relationship with our suppliers based on the internal regulations and the same principles that govern all the Group’s transactions. Professionalism, honesty and commitment towards the payment of the various invoices must characterize the relationship between the Group and its suppliers.
In return, the Group expects from its suppliers logical prices, high quality of products and exceptional service.
Accepting gifts or other benefits from suppliers or potential suppliers is prohibited unless they are of insignificant value or importance.
BEHAVIOUR TOWARDS THE COMMUNITY
DIGNIFIED/PROPER BEHAVIOUR/ATTITUDE WITHIN OR OUTSIDE THE GROUP
All staff must know that they reflect the image of the Group. The Group is assessed according to their deeds, actions or omissions. That is why they should always behave in a dignified manner whether within or away from the workplace.
ABUSE OF HIS POSITION AS A MEMBER OF THE GROUP
Being a member of the Bank of Cyprus Group should not in any way be used for personal benefit or gain.
It is forbidden for any member of staff to take advantage of his position in order to obtain special treatment in his personal transactions/settlements. Being involved in publications, announcements, lectures etc that relate to the Bank or any if its subsidiaries/sister companies in any way, are not allowed without prior permission from the Bank.
PARTICIPATING IN ASSOCIATIONS AND PUBLIC CIRCLES
Group staff members can participate in various societies and associations which carry out voluntary work for the common good but not in various parties and political affiliations.
USEFUL INFORMATION/TIPS
There is no code of conduct that can provide a solution to all the situations that you might have to face.
The Group depends on individual judgement as to what is right and appropriate in each case.
The following questions might prove useful in case you come across a difficult issue:
Is the life, health, security, dignity of anybody in danger because of my actions?
Is my action the correct action? Is it according to my personal code of conduct? Can I justify my action against any customer, shareholder or close associate?
Is my action legal and according to the Bank’s policy and common practices?
Does my action seem logical?
Would I be exposed if my action was known to my Manager, colleagues, subordinates or my friends?
Generally, do I behave in a way that I want others to behave towards me?