Personnel turnover management using the example of Sberbank PJSC

2.1 Organizational, legal and economic characteristics of Sberbank PJSC

The Savings Bank of the Russian Federation is currently the largest bank in Russia and in fact is one of the guarantors of the stability of the current economy of our country. The bank's long-term stability and state guarantee make it very popular among the population. When considering banking services, one way or another, you have to focus on Sberbank of the Russian Federation, which offers a full range of services to both individuals and legal entities, however, the conditions for providing services do not always have an acceptable price, since the bank has a long-term serious reputation.

Sberbank of Russia was created in the form of an open public joint-stock company in accordance with the Law of the RSFSR “On Banks and Banking Activities in the RSFSR”. Full name: public joint-stock company Sberbank of Russia.

The founder and main shareholder of Sberbank of Russia is the Central Bank of the Russian Federation.

The history of the development of the Savings Bank of the Russian Federation began more than 160 years ago, when the first Sberbank was opened in 1841. It was called the “State Bank” and its main activity was ensuring the safety of deposits. Subsequently, the bank was transformed into Sberbank of the USSR, and in 1991 - into Joint-Stock Commercial Sberbank of the Russian Federation.

The bank has formed a stable resource base and increased the potential of branches and branches. The Bank was faced with the task of effective management of attracted resources. In the period from 1991 to 2008, Sberbank of Russia underwent significant changes, survived the crisis and finally emerged as a modern and universal bank, open to work with all groups of clients, a pillar and support of the Russian economy. In 2006, Sberbank implements its expansion policy in international markets and opens a representative office in Kazakhstan.

In 2007, a representative office of Sberbank opened in Ukraine; today it has over 190 branches.

Since 2008, Sberbank has received the status of a strategic partner of the World Economic Forum in Davos (Switzerland).

In 2010, Sberbank continued its sustainable development, a number of strategically important agreements were concluded, certification and assessment of working personnel was carried out, additional measures were taken to improve the quality of service to citizens, and socially significant and economic projects were implemented.

Sberbank of Russia in 2016 is a modern universal bank that meets the needs of various groups of clients in a wide range of banking services. The share of Sberbank of Russia in the total assets of the Russian banking sector was 29.4% as of August 1, 2014; in the private deposit market - 46.4%; the loan portfolio corresponded to 34.7% of all loans issued to the population. Sberbank occupies the largest share in the deposit market and is the main creditor of the Russian economy.

The activities of Sberbank have a wide range of services provided, the main of which are:

· Lending to individuals and legal entities

· Bank cards

· Investments and securities

· Translations

· Cash and traveler's checks

Precious metals and coins

· Rent of safes

· Online services, etc.

The dynamics of the main indicators of the Russian economy in 2014 were formed under the influence of negative external factors: falling oil prices, a significant increase in geopolitical tensions and the subsequent introduction of sectoral sanctions against Russia. Despite foreign economic difficulties, Sberbank maintained its leading position in the main segments of the Russian financial market.

The main performance indicators of this enterprise are the following economic indicators:

Table 2.

Key economic indicators of Sberbank PJSC

Having studied the data in the table, we can conclude that the dynamics of these indicators are positive. Despite the current situation in the financial market, the assets of Sberbank of Russia increased by 6990.5 billion, due to additional attraction of client funds (+ 3498.7 billion) and an increase in the bank’s own funds (+138.7 billion). The size of own funds can also be increased by increasing the number of loans issued, and as a result, Sberbank increased the number of loans issued by 4822.7 billion.

The bank's branch network as of April 1, 2015 includes 17 territorial banks and almost 20,000 structural divisions (branches) throughout Russia. Subsidiary banks of Sberbank of Russia operate in Kazakhstan, Ukraine, Belarus, and Germany. In June 2010, Sberbank received permission from the Chinese Banking Regulatory Commission to open a representative office in Beijing, and in September 2010, the Bank of Russia registered a branch of Sberbank of Russia OJSC in India.

The organizational structure of the bank is presented as follows:

Sberbank of the Russian Federation Territorial banks Branches

Diagram 1. Organizational structure of Sberbank

Regional business development is the main emphasis that Sberbank of Russia places in its activities. Sberbank branches, together with the Main Directorate, are part of the unified system of Sberbank of Russia. Sberbank branches that do not have the rights of legal entities act on the basis of provisions approved by the Board of the Security Council of the Russian Federation. The balance sheet of each branch is included in the balance sheet of Sberbank of the Russian Federation. The branch network of Sberbank of the Russian Federation covers the entire territory of the country. Branches of Sberbank of the Russian Federation are hierarchically structured and divided into regional banks, territorial banks and internal structural divisions.

The North-West Bank of Sberbank of Russia is one of 17 territorial banks of the largest banking institution in Russia - Sberbank and operates in 7 constituent entities of the Russian Federation - St. Petersburg, Leningrad, Kaliningrad, Murmansk, Pskov, Novgorod regions, as well as the Republic of Karelia. Currently, the North-West Bank of Sberbank of Russia has the most developed branch network in the region - more than 1 thousand branches. Let's look at its organizational structure:

Figure 3. Organizational structure of the North-Western branch of Sberbank PJSC

staff turnover mentoring regulations

In the ranking of the 1000 largest banks in the world in terms of first-tier equity capital, according to TheBanker magazine, Sberbank of Russia ranks 66th (in 2006 - 82nd). According to the rating of the FinancialTimes newspaper, the bank entered the Top 25 largest banks in the world by capitalization, taking 24th place (in 2006 - 43rd), and in the ranking of the 500 largest companies in the world by capitalization, Sberbank took 103rd place (in 2006 - 232nd), being included in the list of companies that made the most significant jump in the ranking.

They accept deposits: time deposit, online deposit, settlement deposit, savings certificate, DIA payments, compensation for deposits, as well as account tracing. Sberbank in St. Petersburg is part of the structure of North-West Bank with a central office in St. Petersburg

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The well-known Sberbank in our country is called the Savings Bank of the Russian Federation. It is one of the largest financial institutions in the country, which ranks top in the financial world on some specific macroeconomic parameters. Today we will give you a full description of Sberbank of Russia.

Peculiarities:

• the largest number of regional offices and branches throughout the country;
• state support;
• maintaining correct financial policy.

Sberbank's coverage network consists of:

• branches;
• branches;
• regional banks;
• other departments.

These can also be additional offices, mobile operating cash desks, mobile points.

Features of work

Sberbank is a joint-stock commercial bank established by the Central Bank of the Russian Federation. Form of organization – open joint stock company.

The official opening took place in 1991, although this is the very first bank in the country, which dates back to the beginning of the 19th century.

The management structure of Sberbank consists of the general meeting of shareholders, the Bank Council, the Board of Directors, and the Bank President. All transactions are carried out in this institution on the basis of the existing Charter, which is typical in form for all financial institutions.

In addition, one of the characteristics of the bank is its versatility. It is embodied in the fact that the bank provides more than a hundred different types of services. The most common services are lending, accepting funds on deposit at interest, and cash management services. The new, most relevant services of the bank are dealing services, conducting operations on the stock market, and providing intermediary services.

The bank's divisions actively work with both individuals and legal entities.

Working with individuals

The largest cash turnover comes from deposits from individuals to Sberbank. This happens because the customer service is the most developed. For the same individuals, Sberbank offers a wide range of additional services:

• providing various types of loans;
• additional bonuses on investments;
• favorable conditions for mortgage lending.

The main types of deposits are both ruble and foreign currency. The most popular currencies are the dollar and the euro. Moreover, foreign currency deposits are in no way inferior to ruble deposits, even among not very wealthy segments of the population.

Working with legal entities

Legal entities also “order” various services - mainly transfer of employee salaries or lending, depending on the capabilities of the legal entity being served.

Large companies and corporations trust Sberbank's services for foreign currency transactions.

Deposit transactions

It is believed that Sberbank is perhaps the only Russian bank that has a state guarantee on deposits, including the implementation of the necessary policies to stabilize depositors’ savings. Sberbank always guarantees the return of deposits, no matter how large. Thus, any depositor, if he urgently needs funds, can contact the nearest branch at his place of residence, and the funds on the deposit can be issued immediately. However, if the branch does not have the required amount of funds required, the user will be asked to wait up to 1 day - in principle, this is a very short waiting period. This is because the bank has a reserve fund in its reserves, which the general management carefully established.

This circumstance is Sberbank’s key “trump card” when drawing up agreements with depositors. This is why people trust the bank and put their savings into it without a doubt.

Why do we choose Sberbank?

Many sociologists and financiers are sometimes concerned with the question: why do people choose Sberbank for their investments and requests for loans, including mortgages? One of the reasons has already been described above - the creation of a reserve fund.

The second thing that attracts individuals is an automatic investment if a person has a salary account with Sberbank: that is, it is very convenient to receive a salary and have a loan in the same bank.

Sberbank is one of the reputable banks that use all the famous, most popular and reliable payment systems. Sberbank issues plastic debit and credit cards “Visa”, “Master Card”, “Eurocard”, as well as the latest models of microprocessor small cards.

Other Sberbank services

Sberbank's correspondent functions are extensive: it interacts with various foreign banks. This gives him the ability to conduct transactions with many currencies of the world, including the rarest and not so often used Russian ones.

There is such a community as the interbank financial community (international abbreviation - SWIFT), the purpose of which is to guarantee the immediate transfer of funds to any bank in the world. Sberbank also belongs to this association and is an active and reliable participant.

Our bank is also a member of specialized international organizations. This is the highest dignity of this Russian bank. This means that Sberbank maintains its strong position in reliability and competitiveness.

Sberbank’s participation in various incentive events is also not limited to conducting goodwill events, patronage of arts and patronage - those activities that have historically developed throughout the history of the existence of Sberbank of Russia. The bank's charitable endeavors have always been encouraged and are currently supported by the state.

The characteristics of Sberbank do not end there. Self-confidence, high quality of service, honesty and guarantees provided to clients form the image of Sberbank of Russia as the most reliable and successful financial organization.

Introduction

This report examines the public joint stock company Sberbank of Russia. Today, Sberbank of Russia reminds almost nothing of the savings banks, the functions of which it performed over a significant period of its history. But today, Sberbank of Russia is no longer even similar to itself just ten years ago. The ability to change and move forward is a sign of the excellent “sports” shape that Sberbank of Russia is in today. The title of the oldest and largest bank in Russia does not prevent it from openly and conscientiously competing in the banking market and keeping its finger on the pulse of financial and technological changes. Sberbank not only keeps pace with modern market trends, but also gets ahead of them, confidently navigating rapidly changing technologies and customer preferences. The purpose of educational practice is to consolidate and apply theoretical and practical knowledge acquired during training at the Department of Finance of Organizations. To achieve this goal, it is necessary to complete the following tasks:

· give a general description of PJSC Sberbank of Russia;

· consider the organizational structure of PJSC Sberbank of Russia;

· conduct a technical and economic analysis of PJSC Sberbank of Russia;

· analyze the financial condition of PJSC Sberbank of Russia.

The training practice was carried out at Sberbank of Russia in the Bank of Tatarstan Branch No. 8610, in the period from 03/28/2016 to 04/09/2016.

General characteristics of PJSC Sberbank of Russia

Sberbank financial organizational

Public Joint Stock Company "Sberbank of Russia" (hereinafter - PJSC "Sberbank of Russia") is a modern universal organization, one of the largest Russian commercial banks in Russia and the CIS countries.

Sberbank of Russia has a huge branch network: 17 territorial banks and more than 18,400 divisions. It provides services in all 83 constituent entities of the Russian Federation. Remote service channels have recently been introduced. The Sberbank Online and Mobile Bank applications are being developed with a wide customer base.

Also recently, Sberbank has significantly expanded its international presence. Previously, it was limited to the CIS countries, but recently the distribution area has increased significantly. Representative offices appeared in Central and Eastern Europe (Sberbank EuropeAG) and Turkey (DenizBank). The acquisition of DenizBank turned out to be the most significant in the entire 170-year history of the bank. In addition to the previously listed countries, Sberbank also has representative offices in China, India and Germany, and manages Sberbank Switzerland AG.

Sberbank of Russia was created in the form of an open joint stock company in accordance with the Law of the RSFSR “On Banks and Banking Activities in the RSFSR” in 1991. The founder and main shareholder of Sberbank of Russia is the Central Bank of the Russian Federation. The Bank's shareholders are more than 200 thousand legal entities and individuals.

The highest governing body of Sberbank of Russia is the general meeting of shareholders.

The bank is a legal entity and, with its branches, forms the unified system of Sberbank of Russia.

The history of the development of Sberbank PJSC in Russia began on November 12, 1841, Russian Emperor Nicholas I signed a decree on the establishment of savings banks in Russia “to deliver savings through this in a reliable and profitable way.” This date began to be considered the birthday of Sberbank.

A few months later, on March 1, 1842, an employee of the Loan Treasury, Nikolai Cristofari, crossed the threshold of the newly opened cash office in St. Petersburg. He could not even imagine that at that moment he was becoming the first client of a financial institution, whose history would be inextricably intertwined with the history of Russia.

Sberbank is the historical successor to the Savings Banks, founded by decree of Emperor Nicholas I, which at first were only two small institutions with 20 employees in St. Petersburg and Moscow. Then they grew into a network of savings banks that operated throughout the country and, even in difficult times, helped maintain the stability of the Russian economy. Later, during the Soviet era, they were transformed into the system of State Labor Savings Banks. And in modern times they have become a modern universal bank, a large international group whose brand is known in more than twenty countries around the world.

Table 1.1 below presents the stages of development of PJSC Sberbank of Russia.

Table 1.2. Stages of development of PJSC Sberbank of Russia

		Foundation and development of banking in Russia. The first client of the country's first bank. Growth to 500 clients per day
		The “Golden Age” of the first bank of Russia and the development of financial literacy of the population. 3875 savings banks 2,000,000 issued passbooks
		The first revolution and global changes in Sberbank's policy. Savings banks began to carry out money transfers, issue their own loan certificates, and conduct transactions with interest-bearing and securities.
		Sberbank during the Great Patriotic War and the post-war period, participation in projects of national and global significance. A new Charter of state savings banks was established.
		Development and transformation of Sberbank during the “thaw”, “stagnation” and “perestroika”. The number of savings banks doubled: from 40 thousand to 79 thousand. The number of bank clients increased 12 times.
		Global changes in Sberbank of Russia: life according to new economic laws. The first ATMs began to operate. The Sberbank Non-State Pension Fund was created. The Sberbank Online service began operating.
		Activities and measures of Sberbank of Russia in a difficult financial situation: the crisis has been overcome. The Sberbank Business Online system began to operate. Sberbank entered the top 20 largest banks by market capitalization. The bank became the general partner of the Sochi 2014 Olympic Games.
		A new stage in the history of Sberbank of Russia: the introduction of innovative solutions, new programs and advanced technologies. New future of the country. Sberbank has canceled all fees for reviewing and issuing loans. Lending interest rates were reduced twice.

Sberbank is a modern universal bank with a large share of private capital, including foreign investors. The structure of Sberbank's share capital indicates its high investment attractiveness.

Today, PJSC Sberbank of Russia, as one of the market participants, occupies a leading position in the Russian banking sector, as well as in the lending market, this rating is presented in Figure 1.1.

Rice. 1.1.

The main goal of PJSC Sberbank of Russia is to ensure growth in investment attractiveness and maintain leadership in the Russian financial services market by modernizing management and technological processes. To achieve this goal, the activities of Sberbank of Russia OJSC are aimed at improving client policy, creating a flexible, effective system of interaction with clients based on taking into account the needs of various client groups.

PJSC Sberbank of Russia is a universal commercial bank that meets the needs of various groups of clients in a wide range of high-quality banking services throughout Russia.

Acting in the interests of depositors, clients and shareholders, PJSC Sberbank of Russia strives to effectively invest raised funds from private and corporate clients in the real sector of the economy, lend to citizens, promote the sustainable functioning of the Russian banking system and save household deposits.

The main activities of PJSC Sberbank of Russia:

· attracts funds from individuals and legal entities into deposits;

· Places funds on its own behalf and at its own expense;

· opens and maintains bank accounts for individuals and legal entities,

· carries out settlements on behalf of clients;

· collects bills, cash, payment and settlement documents and provides cash services to individuals and legal entities;

· buys and sells foreign currency in cash and non-cash forms;

· attracts deposits and places precious metals;

· issues bank guarantees;

· carries out money transfers on behalf of individuals without opening bank accounts;

· carries out leasing operations;

· provides brokerage, consulting and information services;

· issues and services bank cards;

· carries out the issue, purchase, sale, accounting, storage and other operations with securities, and much more.

Funds for carrying out these activities are attracted by the Bank from the following sources: funds of shareholders; deposits of private clients; funds of legal entities; other sources, including borrowings on international financial markets.

The educational practice was completed in the lending department for medium and large businesses of the Bank of Tatarstan branch No. 8610.

Providing services to medium-sized, large and private individuals is a priority activity of the Bank of Tatarstan branch No. 8610.

“Bank of Tatarstan” No. 8610 is actively developing lending programs, offering its clients profitable loans for project and investment business lending, improving housing conditions, purchasing vehicles, obtaining higher education and solving many other financial issues. Sberbank of Russia helps carry out payment transactions, takes responsibility for storing and increasing the funds of its depositors.

Each client of the Bank of Tatarstan branch No. 8610 can always count on the help of qualified specialists, an individual approach and attentive attitude.

The reliability of PJSC Sberbank of Russia and its impeccable business reputation in Russia and abroad are confirmed by high ratings from leading rating agencies.

The SWOT analysis of PJSC Sberbank of Russia is given in Table 1.2.

Table 1.2. SWOT analysis of PJSC Sberbank of Russia

Strengths: Sberbank of Russia is a reliable credit institution. The bank has high ratings both in Russian and international rating agencies, and is also one of the largest companies in Russia; The controlling stake in the bank belongs to the state. If the bank has problems, it can count on the help of the main shareholder; Has a developed regional network of branches throughout Russia; The publication of quarterly reports according to international standards indicates great transparency of the bank’s activities; It has high liquidity of its securities, which have long been perceived by the market as a protective security. The bank has a diversified resource base, which gives it stability.	Weak sides: The bank's low agility to changes in external conditions will contribute to a gradual decline in its market share; Increased competition in the Russian banking services market.
Features: - Sberbank of Russia seeks to strengthen its position as a leader in the retail sector; The bank's plans include issuing global depositary receipts (GDRs) for existing shares on the London Stock Exchange. The release of shares to Western trading platforms will further increase the liquidity of securities.	Threats: ѓ The possibility of a conflict between the business development of Sberbank of Russia and the interests of the main shareholder; Increased competition in the banking services market in the event of accession to the WTO and the entry of foreign banks into the Russian market; Possible increase in share price volatility due to personnel changes on the bank's board.

Let us present the main technical and economic indicators of PJSC Sberbank of Russia from 2013 to 2015 in Table 1.3, which is presented below.

Table 1.3. Main technical and economic indicators of Sberbank PJSC

Basic indicators	Unit
Key Indicators of the Income Statement
Operating income before provisions	in billion rubles
Profit before tax	in billion rubles
Net profit	in billion rubles
Main balance sheet indicators
Provision for impairment of loan portfolio	in billion rubles
	in billion rubles
Client funds	in billion rubles
Main quality indicators
Ratio of provision for impairment of loan portfolio to non-performing loans	Meaning
Loans/Deposits

We will consider Sberbank PJSC as an object for conducting an audit of personnel training.

In modern Sberbank, almost nothing reminds of the savings banks, the functions of which it performed over a significant period of its history. But something else is surprising: Sberbank no longer even resembles itself just ten years ago.

The ability to change and move forward is a sign of the excellent “sports” shape that Sberbank is in today. The title of the oldest and largest bank in Russia does not prevent it from openly and conscientiously competing in the banking market and keeping its finger on the pulse of financial and technological changes. Sberbank not only keeps pace with modern market trends, but also gets ahead of them, confidently navigating rapidly changing technologies and customer preferences.

Sberbank today is the circulatory system of the Russian economy, a third of its banking system. The bank provides work and a source of income to every 150th Russian family.

The leader of the Russian banking sector in terms of total assets accounts for 28.7% of total banking assets (as of January 1, 2016).

The bank is the main creditor of the Russian economy and occupies the largest share in the deposit market. It accounts for 46% of household deposits, 38.7% of loans to individuals and 32.2% of loans to legal entities.

Sberbank today is 14 territorial banks and more than 16 thousand branches throughout the country, in 83 constituent entities of the Russian Federation, located in 11 time zones.

In Russia alone, Sberbank has more than 110 million clients - more than half of the country's population, and about 11 million people use Sberbank's services abroad.

The range of Sberbank services for retail clients is as wide as possible: from traditional deposits and various types of lending to bank cards, money transfers, bancassurance and brokerage services.

All retail loans at Sberbank are issued using the “Credit Factory” technology, created to effectively assess credit risks and ensure high quality of the loan portfolio.

In an effort to make service more convenient, modern and technologically advanced, Sberbank is increasingly improving its capabilities for remote management of customer accounts every year. The bank has created a system of remote service channels, which includes:

· online banking “Sberbank Online” (more than 30 million active users);

· Sberbank Online mobile applications for smartphones (more than 18 million active users);

· SMS service “Mobile Bank” (more than 30 million active users);

· one of the world's largest networks of ATMs and self-service terminals (more than 90 thousand devices).

Sberbank is the largest issuer of debit and credit cards. A joint bank created by Sberbank and BNP Paribas is engaged in POS lending under the Cetelem brand, using the concept of “responsible lending.”

Sberbank's clients include more than 1 million enterprises (out of 4.5 million registered legal entities in Russia). The bank serves all groups of corporate clients, with small and medium-sized companies accounting for more than 35% of the bank's corporate loan portfolio. The remaining part is lending to large and major corporate clients.

Sberbank today is a team of more than 260 thousand qualified employees working to transform the bank into the best service company with world-class products and services.

Sberbank today is a powerful modern bank that is rapidly transforming into one of the world's largest financial institutions. In recent years, Sberbank has significantly expanded its international presence. In addition to the CIS countries (Kazakhstan, Ukraine and Belarus), Sberbank is represented in nine countries of Central and Eastern Europe (SberbankEurope AG, former Volksbank International) and in Turkey (DenizBank).

The acquisition of DenizBank was completed in September 2012 and became the largest acquisition in the Bank's more than 170-year history. Sberbank of Russia also has representative offices in Germany and China, a branch in India, and operates in Switzerland.

In July 2014, Sberbank took first place among banks in Central and Eastern Europe, as well as 33rd place overall in the annual ranking of the TOP 1000 banks in the world, published by TheBanker magazine. In addition, Sberbankonline was recognized as the best retail online banking in Central and Eastern Europe according to GlobalFinance magazine, and was also recognized as the best bank in Russia according to a study conducted by this magazine in 2015.

In 2014, DenizBank (Turkey) was named the Most Innovative Bank in the World at the BAI InnovationAwards.

The main shareholder and founder of Sberbank of Russia is the Central Bank of the Russian Federation, which owns 50% of the authorized capital plus one voting share. Other shareholders of the Bank are international and Russian investors.

The bank's ordinary and preferred shares have been listed on Russian stock exchanges since 1996. American Depositary Receipts (ADRs) are listed on the London Stock Exchange, admitted to trading on the Frankfurt Stock Exchange and on the over-the-counter market in the United States.

Sberbank's vision for 2018 is based on five main development areas or strategic themes. The Bank believes that it is focused work in these areas that will lead the company to success and will allow it to achieve all the financial and quality goals that it has set for itself for the period until the end of 2018 (Figure 4). These five areas are:

With a client - for life: the organization will build very deep, trusting relationships with its clients, and will become a useful, sometimes unnoticeable and integral part of their lives. The main goal is to exceed customer expectations;

Team and culture: strives to ensure that Sberbank’s employees and corporate culture become one of the main sources of competitive advantage;

Technological breakthrough: will complete the technological modernization of the Bank and learn to integrate all the latest technologies and innovations into our business;

Financial performance: will increase the financial return of the business through more effective management of costs and risk-return ratio;

A mature organization: will develop organizational and management skills, create processes that correspond to the scale of the Sberbank Group and our level of ambition.

Figure 4 – The main development strategy of Sberbank for the period from 2014-2018.

The entire management structure of Sberbank PJSC was built by dividing the territory in which it is distributed (that is, all of Russia) into 14 territorial banks: Baikal, Volgo-Vyatka, Far Eastern, West Siberian, Western Ural, Moscow, Volga, Northern, North -Western, Siberian, Central Russian, Ural, Central Black Earth and South-Western banks. In turn, territorial banks include several administrative-territorial units. Further, regional banks have their own branches (OSB), which in turn are divided into internal structural divisions (VSP). Also in the Sberbank management system there are remote service channels - these are Unified Regional Contact Centers (URCC). Throughout Russia, their sites are located in 5 cities: Volgograd, Voronezh, Omsk, Stavropol and Yekaterinburg. The number of contact center employees can exceed 500 people. The ERCC provides services to bank clients by telephone. Questions and situations of various nature are in most cases resolved through dialogue. This is aimed at improving service. In the bank's future development there is an initiative to build another contact center in the city of Krasnodar. Sberbank also plans to switch completely to remote servicing, towards which it is already moving in small steps. And VSP will be reduced until it is completely closed.

In his final qualifying work, the personnel training system of the ERCC of Sberbank PJSC will also be examined in detail.

Introduction

Personnel motivation is the main means of ensuring optimal use of resources and mobilizing existing human resources. The main goal of the motivation process is to obtain the maximum return from the use of available labor resources, which makes it possible to increase the overall effectiveness and profitability of the enterprise.

A feature of personnel management during the transition to a market is the increasing role of the employee’s personality. Accordingly, the ratio of incentives and needs on which the incentive system can rely changes. To motivate employees, companies today use both financial and non-financial reward methods. Meanwhile, neither management theory nor the practice of personnel management provides a definite picture of the relationship between individual aspects of the motivational sphere of employees today and the most effective methods of managing them.

The purpose of this course work is to develop ways to improve the personnel incentive system in modern conditions using the example of Sberbank PJSC. To achieve this goal, the following tasks were solved:

· Study of the theoretical foundations and modern trends of labor motivation and its role in increasing the efficiency of an enterprise.

· Analysis of the organization of incentives for personnel of PJSC Sberbank.

· Development of measures to improve incentives for personnel of Sberbank PJSC.

This course work consists of three chapters, the first chapter is devoted to the general characteristics of the enterprise, the second is the theoretical basis for improving the motivation and stimulation of staff work, the third chapter is the practical part of the completed course work. The first chapter provides a general description of the organization's activities, analyzes the motivational types of employees using the Gerchikov test for motivational types.

The second examines personnel motivation as the most important factor in increasing production efficiency, characterizes in detail the types of employee motivation, and also develops methods for stimulating personnel.

In the third chapter, based on an analysis of the motivation system in this organization, ways to improve staff incentives are outlined. Particular attention is paid to the use of the form of remuneration.

Chapter 1. Analysis of the effectiveness of personnel motivation of Sberbank PJSC.

Characteristics of PJSC Sberbank.

PJSC Sberbank is the largest bank in Russia and the CIS with the widest network of divisions, providing the full range of investment banking services. Since September 2012, 50% plus one share of the bank is under the control of the Central Bank of the Russian Federation, over a third of the shares belong to foreign companies. About half of the Russian private deposit market, as well as every third corporate and retail loan in Russia, comes from Sberbank.

The history of Sberbank of Russia begins with the personal decree of Emperor Nicholas I of 1841 on the establishment of savings banks, the first of which opened in St. Petersburg in 1842. A century and a half later - in 1987 - a specialized bank for labor savings and lending to the population was created on the basis of state labor savings banks - Sberbank of the USSR, which also worked with legal entities. The Sberbank of the USSR included 15 republican banks, including the Russian Republican Bank.

In July 1990, by a resolution of the Supreme Council of the RSFSR, the Russian Republican Bank of Sberbank of the USSR was declared the property of the RSFSR. In December 1990, it was transformed into a joint-stock commercial bank, which was legally established at a general meeting of shareholders on March 22, 1991. In the same 1991, Sberbank became the property of the Central Bank of the Russian Federation and was registered as a joint-stock commercial Savings Bank of the Russian Federation. Largely thanks to the support of the Central Bank of the Russian Federation and an increase in fees for settlement services, Sberbank managed to withstand the default on the GKO-OFZ of 1998 (at that time the share of government debt obligations in the bank’s assets was 52%, and the loan portfolio accounted for only 21% of net assets).

In September 2012, the Central Bank of the Russian Federation sold a 7.6% stake in Sberbank to private investors for 159 billion rubles, or almost $5 billion. Currently, the Central Bank continues to control a controlling stake in Sberbank (the regulator has 50% plus one share). Minority shareholders are about 250 thousand legal entities and individuals, including foreign institutional investors, who own more than a third of Sber shares.

The management of Sberbank of Russia is based on the principle of corporatism in accordance with the Corporate Governance Code approved by the annual General Meeting of Shareholders of the Bank in June 2002. All management bodies of the Bank are formed on the basis of the Charter of Sberbank of Russia and in accordance with the legislation of the Russian Federation.

The management system of the Savings Bank of the Russian Federation is enshrined in the main legal document - the Charter of the Savings Bank of the Russian Federation, since it largely depends on this. In 2014, Sberbank took 63rd place in the ranking of the world's most valuable brands, published by the consulting company Brand Finance. The value of the Sberbank brand is estimated at $14.16 billion: over the year it has grown by almost $3.4 billion. Thus, Sberbank is recognized as the most expensive brand in Russia.

Hereby Open Joint Stock Company “Sberbank of Russia” (hereinafter referred to as the Bank) notifies that on August 4, 2015, the Office of the Federal Tax Service for Moscow registered a new version of the Bank’s charter, containing a new corporate name of the Bank, which was recorded in the Unified State Register legal entities.

In connection with the receipt by the Bank on August 11, 2015 of the corresponding message from the Central Bank of the Russian Federation and the registered version of the Bank’s charter, reports the following information:

The new full corporate name of the Bank in Russian: Public Joint Stock Company “Sberbank of Russia”.

The new abbreviated corporate name of the Bank in Russian: PJSC Sberbank.

The management structure of Sberbank of the Russian Federation, which currently exists, was approved by a decision of the Board of Sberbank of the Russian Federation and is as follows:

Organizational management structure of Sberbank of the Russian Federation:

General Meeting of Shareholders.

The General Meeting of Shareholders is the highest management body of the Bank. At the General Meeting of Shareholders, decisions are made on the main issues of the Bank's activities. The list of issues falling within the competence of the General Meeting of Shareholders is determined by the Federal Law “On Joint Stock Companies” and the Charter of the Bank.

The General Meeting of Shareholders approves the Bank's annual report, and also makes decisions on the distribution of profits and payment of dividends, approves the auditor for the next year, elects members of the Supervisory Board and the Audit Commission, approves the new version of the Charter and Regulations on the Management Board, makes decisions on the payment of remuneration to members of the Supervisory Board council and the Audit Commission.

Supervisory Board.

In accordance with the Charter, the general management of the Bank's activities is carried out by the Supervisory Board. The competence of the Supervisory Board includes issues of determining the priority areas of the Bank's activities, the formation of the collegial executive body of the Bank - the Management Board, issues of convening and preparing general meetings of shareholders, recommendations on the amount of dividends and the procedure for their payment, periodic hearing of reports from the President, Chairman of the Management Board of the Bank on the financial results of the Bank's activities , implementation of priority tasks and other issues.

The Supervisory Board of Sberbank consists of 17 members. In 2010, 12 board members were elected to the Supervisory Board - representatives of the main shareholder, the Administration of the President and the Government of the Russian Federation; 2 Bank managers; 3 independent directors who fully meet the requirements for independent directors under Russian legislation.

Committees of the Supervisory Board.

Committees of the Supervisory Board are bodies created for preliminary consideration of the most important issues within the competence of the Supervisory Board and the preparation of recommendations on them. The formation of Committees is carried out annually from among the members of the Supervisory Board. Each Committee includes independent directors. The committees facilitate working interaction with the Bank’s management bodies. The decisions of the Committees are advisory in nature.

The Audit Committee carries out a preliminary assessment of candidates for auditors of the Bank, reviews the conclusions of the auditor and the Audit Commission, evaluates the effectiveness of the Bank's internal control, and preliminary reviews the Bank's annual financial statements.

The HR and Remuneration Committee is designed to help attract highly qualified specialists to manage the Bank and create the necessary incentives for their successful work.

The Strategic Planning Committee carries out preliminary consideration of issues related to the strategic management of the Bank's activities in order to improve the efficiency of its activities in the long term.

Governing body.

Management of the current activities of the Bank is carried out by the President, Chairman of the Management Board of the Bank and the Management Board of the Bank.

The Management Board is a collegial executive management body. The Board preliminarily discusses all issues subject to consideration by the general meeting of shareholders and the Supervisory Board of the Bank; determines the Bank's policy in the field of risk management; discusses reports from heads of departments of the Bank’s central office and heads of territorial banks on the results of activities; organizes the introduction of the most advanced banking technologies into the Bank's practice; ensures the creation of a modern banking infrastructure; forms collegial working bodies; approves internal documents regulating the Bank's current activities, including those defining the Bank's policy in various areas of activity; and also considers and resolves other issues of the Bank’s activities.

Committees under the Management Board.

In order to improve operational efficiency and business development, the Bank has a number of collegial bodies (committees) reporting to the Management Board of Sberbank PJSC, the main tasks of which are to resolve issues and implement a unified, coordinated policy in various areas of the Bank’s operating activities.

Collegial bodies of Sberbank of Russia and their main tasks:

Corporate Business Committee Makes decisions on key issues of corporate business, Loans and Investments Committee. Makes decisions on the largest loans and related issues, Troubled Assets Committee Makes decisions on key issues of organizing work to repay loan funds, makes decisions on writing off bad debts Retail Business Committee Makes decisions on key issues of retail business, Retail Lending Committee Makes decisions on issues of lending to individuals Asset and Liability Management Committee Makes decisions on issues of managing the Bank’s assets and liabilities, liquidity risk and market risks Management Committee for the Implementation of the Development Strategy Makes decisions on key issues related to the implementation of the Bank’s Strategy Committee on Processes and Technologies Accepts decisions on technology development in the Bank, manages a portfolio of IT projects, approves models of banking processes Committee on Personnel Management Makes decisions on issues of organizing work with personnel, reviews organizational structures and staffing schedules of the central office

Board of the Bank

Since 2008, the Bank has had a permanent collegial working body - the Board of the Bank, which includes members of the Bank's Management Board, heads of territorial and subsidiary banks, and a number of heads of departments of the central office. This collegial body is a platform for active discussion of strategic issues of the Bank’s development and development of optimal solutions that take into account the regional characteristics of the Bank’s activities. Meetings of the Board are held regularly, as a rule, on the basis of one of the territorial banks, which makes it possible to study the best local practices and visit regional banking divisions.

Audit committee.

To exercise control over the financial and economic activities of the Bank, the Audit Commission is elected by the annual General Meeting of Shareholders. The Audit Commission checks the Bank's compliance with legislative and other acts regulating its activities, the establishment of internal control in the Bank, and the legality of transactions performed. The Audit Commission assesses the reliability of the data included in the annual report and contained in the annual financial statements of the Bank.

As of January 1, 2011 The Sberbank of Russia network consists of 17 regional banks and 521 branches throughout Russia, has 1 foreign branch (India), 2 foreign representative offices (Germany, China) and 3 subsidiary banks (Kazakhstan, Ukraine, Belarus).