proximity approach and the amount of power they have to influence or be influenced by the Bank. Stakeholders are always engaged to discuss the environmental, social, and governance (ESG) and economic aspects on the application of sustainability and sustainable finance, and its impact on the Bank and other stakeholders. [102-
42] [SUSBA 1.1.1.7]
Identifikasi Kebutuhan dan Pendekatan Pemangku Kepentingan
[102-40] [102-43] [102-44] [SUSBA 1.1.1.9]Identification of Stakeholder Needs and Approach
Topik Topic
Metode Pelibatan Engagement Method
Frekuensi Pendekatan Approach Frequency
Respon Perusahaan Company Response 1. Pandemi COVID-19
2. Keamanan transaksi keuangan perbankan 3. Sosialisasi dan informasi
produk dan layanan perbankan yang jelas dan transparan
4. Fasilitas perbankan dan kemudahan akses 5. Penyelesaian pengaduan
nasabah sesuai dengan Service Level Agreement (SLA)
1. The COVID-19 pandemic 2. Security of banking
financial transactions 3. Clear and transparent
socialization and information on banking products and services 4. Banking facilities and ease
of access
5. Settlement of customer complaints in accordance with the Service Level Agreement (SLA)
Layanan call center, kantor cabang, phone banking, situs web, media sosial (Facebook, Instagram, dan Twitter) Call center services, branch offices, phone banking, websites, social media (Facebook, Instagram and Twitter)
Setiap saat Any time
1. Penerapan protokol kesehatan dilakukan sepanjang tahun selama masa pandemi COVID-19
2. Menerima keluhan/
pengaduan nasabah 3. Mengidentifikasi kepuasan
nasabah dan aspek peningkatan yang diperlukan 4. Penilaian pihak eksternal
terhadap kinerja terkait kepuasan pelanggan 5. Edukasi keuangan perbankan
terkait produk perbankan 1. Implementing Health
protocols throughout the year during the COVID-19 pandemic 2. Receiving customer grievance
/complaints 3. Identifying customer
satisfaction and the necessary improvement aspects 4. External parties’ assessment
related to customer satisfaction performance 5. Education on banking finance
related to banking products Survei kepuasan pelanggan
dan survei internal Customer and internal satisfaction surveys
Setahun sekali oleh Bank
Once a year by the Bank
Penilaian eksternal terhadap kepuasan pelanggan External assessments of customer satisfaction
Setahun sekali oleh masing-masing surveyor
Once a year by each surveyor
Informasi dari situs web dan frontliner
Website and frontliner Information
Saat diperlukan As needed Nasabah
Customer
PELIBATAN PEMANGKU KEPENTINGAN
[102-21]STAKEHOLDER ENGAGEMENT
Topik Topic
Metode Pelibatan Engagement Method
Frekuensi Pendekatan
Approach Frequency
Respon Perusahaan Company Response
1. Pandemi COVID-19
2. Pembaharuan kinerja keuangan dan non keuangan
3. Aktivitas/peristiwa penting perusahaan, misalnya kegiatan CSR 4. Penyampaian kinerja keuangan dan
non-keuangan akhir tahun 5. Penunjukkan kantor akuntan publik 6. Penggunaan laba perusahaan 7. Perubahan susunan Dewan
Komisaris, Direksi, dan Dewan Pengawas Syariah
8. Penetapan gaji atau honorarium, bonus, dan tunjangan lain untuk Dewan Komisaris, Direksi, dan Dewan Pengawas Syariah
1. The COVID-19 pandemic 2. Financial and non-financial
performance updates
3. Important activities/events, (CSR activities).
4. Submission of year-end financial and non-financial performance 5. Appointment of the public
accounting firm 6. Use of Company profits 7. Changes in the Board of
Commissioners, Board of Directors and Sharia Supervisory Board composition
8. Determination of the salary or honorarium, bonuses and other allowances for the Board of Commissioners, Board of Directors and Sharia Supervisory Board
Pelaporan Kinerja dan Pertemuan Analis
Performance Reporting and Analyst Meeting
Setiap kuartal
Quarterly
1. Penerapan protokol kesehatan dilakukan sepanjang tahun selama masa pandemi COVID-19
2. Menyampaikan kinerja organisasi perusahaan 3. Melaporkan kinerja akhir
tahun
1. Implementing Health protocols throughout the year during the COVID-19 pandemic 2. Convey Company organization
performance 3. Reporting year-end
performance Public expose Minimal 1 kali setahun
At least once a year Pelaporan ke Bursa
Efek Indonesia (IDX)
Reporting to the Indonesia Stock Exchange (IDX)
Sesuai dengan ketentuan IDX
In accordance with IDX provisions
Rapat Umum Pemegang Saham
General Meeting of Shareholders
Minimal 1 kali setahun
At least once a year Pemegang Saham/Investor
Shareholders/Investors
Topik Topic
Metode Pelibatan Engagement Method
Frekuensi Pendekatan Approach Frequency
Respon Perusahaan Company Response 1. Kepatuhan pada
perundang-undangan dan peraturan
2. Prinsip kehati-hatian dalam operasional dan layanan perbankan konvensional dan syariah 3. Keuangan Berkelanjutan 1. Compliance with laws and
regulations
2. The prudencial principle in conventional and sharia banking operations and services
3. Sustainable Finance
1. Penyampaian Rencana Bisnis Bank (RBB) dan realisasinya kepada Bank Indonesia dan Otoritas Jasa Keuangan (OJK) 2. Penyampaian RAKB pada
OJK
3. Pelaporan kepatuhan aspek syariah terhadap Dewan Syariah Nasional 4. Pelaporan lainnya sesuai
ketentuan yang berlaku kepada regulator
1. Submission of the Bank Business Plan (RBB) and realization to Bank Indonesia and the OJK 2. Submission of RAKB to
OJK
3. Sharia compliance report to the National Sharia Board
4. Other reports in
accordance with applicable regulations to regulators
1. Setahun dua kali 2. Sesuai dengan ketentuan
OJK
1. Twice a year
2. In accordance with OJK regulations
1. Menginformasikan rencana dan pencapaian Perusahaan sesuai dengan peraturan dan ketentuan perundang- undangan 2. Menginformasikan tingkat
kepatuhan terhadap prinsip-prinsip syariah 1. Reporting the Company’s
plans in accordance with the laws and regulations 2. Reporting the level of
compliance with sharia principles
Topik Topic
Metode Pelibatan Engagement Method
Frekuensi Pendekatan Approach Frequency
Respon Perusahaan Company Response 1. Hubungan saling
menguntungkan dengan pemasok
2. Proses pengadaan barang dan jasa yang adil dan transparan
1. A mutually beneficial relationship with suppliers 2. A fair and transparent
process for procuring goods and services
Sosialisasi kebijakan Policy socialization
Minimal satu kali setahun At least once a year
Pengembangan kerja sama dengan mitra kerja dalam penyediaan barang dan jasa untuk Bank
Developing cooperation with partners for the procurement of goods and services to the Bank
Regulator Regulator
Pemasok Suppliers
Topik Topic
Metode Pelibatan Engagement Method
Frekuensi Pendekatan Approach Frequency
Respon Perusahaan Company Response 1. Pandemi COVID-19
2. Hak-hak karyawan 3. Kesetaraan kesempatan
pengembangan karir 4. Proses rekrutmen 5. Pembaharuan kinerja
Perusahaan 6. Pengalaman bekerja
yang berharga dan menyenangkan 1. The COVID-19 pandemic 2. Employee rights
3. Equal career development opportunities
4. Recruitment process 5. Company performance
updates
6. A valuable and enjoyable working experience
1. Media internal (HR Info, e-Manual, Majalah Digital
‘Potrait’) 2. Town Hall
3. Survei Kepuasan Karyawan 4. Internal Customer
Satisfaction (ICS) 1. Internal media (HR Info,
e-Manual, Digital Magazine
‘PORTRAIT’) 2. Town Hall
3. Employee Engagement Survey (EES)
4. Internal Customer Satisfaction (ICS)
1. Setiap terdapat informasi yang perlu disampaikan kepada karyawan 2. Setiap ada perubahan
kebijakan 3. Dua tahun sekali 4. Setiap tahun 1. Any information that
needs to be conveyed to employees
2. When policy changes occur 3. Twice a year
4. Every year
1. Penerapan protokol kesehatan dilakukan sepanjang tahun selama masa pandemi COVID-19 2. Melakukan sosialisasi
kebijakan dan strategi bidang ketenagakerjaan 3. Mengidentifikasi kepuasan
dan harapan karyawan 1. Implementing Health
protocols throughout the year during the COVID-19 pandemic
2. Socializing employment policies and strategies 3. Identifying employee
satisfaction and expectations Karyawan
Employees
Topik Topic
Metode Pelibatan Engagement Method
Frekuensi Pendekatan Approach Frequency
Respon Perusahaan Company Response 1. Menyelenggarakan
program 2. Mengembangkan
dan memberdayakan masyarakat yang dapat memberikan nilai tambah bagi komunitas 3. Mengukur dampak
kegiatan bagi penerima manfaat
1. Conducting program 2. Developing and
empowering
communities to provide added value to the community 3. Measuring the
activities’ impact on the beneficiaries
1. Diskusi dengan para penerima manfaat 2. Meeting dan Diskusi
dengan Yayasan ataupun konsultan sebagai mitra pengembangan masyarakat 1. Discussions with
beneficiaries 2. Meetings and
discussions with foundations or consultants as community development partners
1. Dilakukan pada saat inisiasi, implementasi dan pengawasan program
2. AdHoc jika ada kebutuhan
mendesak yang perlu dikomunikasikan 1. Performed
during initiation, implementation and supervision of any program
2. AdHoc if there is an urgent need that needs to be communicated
1. Memberikan solusi atas isu yang timbul
2. Mengadakan kunjungan lapangan ke komunitas penerima manfaat program
1. Providing solutions to issues that arise 2. Conducting field visits
to community program beneficiaries
Komunitas Lokal Local Communities
Topik Topic
Metode Pelibatan Engagement Method
Frekuensi Pendekatan Approach Frequency
Respon Perusahaan Company Response 1. Kebijakan Perusahaan
terkait dengan pengelolaan karyawan
2. Permasalahan yang terkait dengan karyawan dan telah disampaikan kepada pihak Serikat Pekerja sebagai organisasi perwakilan karyawan
3. Penyelenggaraan hubungan industrial di Perusahaan
4. Perundingan Perjanjian Kerja Bersama (PKB) 5. Masukan dari pengurus
Serikat Pekerja terhadap manajemen terkait dengan hak dan kewajiban karyawan maupun perusahaan 1. Company employee
management policies 2. Employees’ problems
that have been submitted to the Unions as the employees’ representative organization
3. Implementation of the Company’s industrial relations
4. Negotiation of the Collective Labor Agreement (PKB) 5. Unions` input to the
management regarding the employees’ and the Companies’ rights and obligations
Pertemuan dan diskusi Meetings and discussions
1. Setiap saat apabila diperlukan
2. Pada tahun 2020, telah dilakukan pertemuan dengan pihak Serikat Pekerja sebanyak lima kali untuk mendiskusikan hubungan kerja yang baik 1. As needed
2. In 2020, there were five meetings with Unions to discuss good working relationships
1. Menampung dan mengidentifikasi usulan dan masukan dari Serikat Pekerja
2. Melakukan proses komunikasi apabila terjadi perselisihan hubungan industrial
3. Melakukan pendekatan, baik yang bersifat formal maupun informal, serta merancang konsep kerja sama yang baik antara manajemen dan Serikat Pekerja guna menciptakan hubungan industrial yang harmonis
1. Accommodating and identifying proposals and input from the Unions 2. Conducting
communications to resolve industrial relations disputes
3. Adopting a formal and informal approach, as well as creating a concept of good cooperation between management and Unions to create harmonious industrial relations Serikat Pekerja
Union