[New Year's Message] Jin Ok-dong, Shinhan Bank CEO: "Let's Create a Customer-Centered Bank"

2020 New Year Strategic Goal: 'Customer-Centered! Creating Value Together with Shindaraum'

[Image source=Yonhap News]

[Asia Economy Reporter Haeyoung Kwon] Last year, emphasizing 'Customer First' upon his inauguration, Jin Ok-dong, CEO of Shinhan Bank, set this year's strategic goal also as 'Customer-Centric.'

On the 2nd, in his New Year's address, Jin Ok-dong stated, "We have set the 2020 New Year strategic goal as 'Customer-Centric! Creating Value Together with Shinhan-ness,'" adding, "Let's build a bank centered on customers, a bank faithful to the basics, a bank leading innovation, and a bank where employees are happy."

He emphasized, "The standard for execution must be the 'customer' who made the current Shinhan Bank possible," and "We have redesigned the entire evaluation system to be customer-centric. If the purpose of customer consultations shifts from our profit to the customer's success, the pride of all employees will also rise significantly."

He also mentioned that to spread Shinhan Bank's new culture, leaders, the relationship between branches and headquarters, and competitors must all change. Jin said, "Recently, Professor Canter from Harvard University, who visited Shinhan Financial Group, made a meaningful remark that 'Branch performance indicators (KPIs) are lagging indicators based on past data, while culture is a leading indicator that can predict a company's future,'" adding, "We need courageous leaders who recognize the potential of people and ideas and give opportunities to that potential, field-centered sales strategies and headquarters support, and a shift in competition targets from inter-branch rivalry to surpassing past achievements and overwhelming external competitors."

He referred to the four-character idiom 'Silcheon Gunghaeng,' meaning to not just speak but to act directly, saying, "Let's look at customers and society and put Shinhan-ness into action," and emphasized, "Let's open the path to a first-class Shinhan and vigorously move toward becoming a true leading bank."

Meanwhile, this year Shinhan Bank did not hold a separate opening ceremony but instead arranged communication time for departments and branches to share New Year's wishes and blessings, delivering the CEO's New Year's address to employees via the internal bulletin board. Previously, the New Year's address was delivered through an opening ceremony attended by headquarters employees on the first business day of the year, with branch employees watching via internal broadcasting, but this year the opening ceremony culture was improved to suit changes in the working environment.

This content was produced with the assistance of AI translation services.