ES

BBVA México seeks to have a positive impact on the lives of its clients, employees, suppliers, community and society in general, not only through its products and services, but also through programs, alliances and community investment. With its clients, the bank promotes financial inclusion, as well as health and financial education tools and knowledge. Employees develop professionally in safe and diverse work environments. The bank also encourages its suppliers to have responsible practices that contribute to sustainable development. Through Fundación BBVA México, it benefits the country’s most vulnerable communities.

Commitment to our Clients

Seamless experience


BBVA México reiterates its commitment to excellence in customer service, a priority that is maintained year after year, seeking to ensure that each client enjoys a seamless experience. To accomplish this goal, BBVA México provides its employees with the necessary tools and training programs to enable them to offer outstanding service and personalized attention.



Quality and client service


BBVA México uses a client-centric feedback strategy, employing a recommendation index obtained through surveys where clients rate, on a scale of 0 to 10, their willingness to recommend the bank to others. This index is important for the continuous improvement of the bank’s products and services, ensuring that they are closely aligned with the needs and expectations of the clients. The effective use of this tool has allowed us to strengthen the loyalty and trust of our clients, and at the same time gain recognition as one of the most recommendable banking institutions.

Open market recommendation index


In addition to the index that evaluates quality and client service, BBVA México also evaluates how much the general public recommends the bank using the open market recommendation index.

Business or channels

Points above the
nearest competitor

Commercial Banking

+26.4

Corporate and Government Banking

+41.5

SME Banking

+1.9

Telephone Banking

+10.0

Mobile Banking

+20.8

ATMs

+24.8

Client’s internal recommendation rating


BBVA México implements surveys, mostly digital, to broaden participation and consider employee opinions in its continuous improvement cycle. These evaluations are mainly carried out through questionnaires distributed by email that assess the impressions of the Commercial Networks with respect to the service provided by executives during client service.

On a monthly basis, the Net Recommendation Index (IReNe) is measured and, at the end of the year, an overall figure is compiled.

Client perception

Banking

Variation
2022 vs. 2023

Commercial Banking

+1.8

Private Banking and Wealth Management

+4.7

SME Banking

+6.5

Corporate and Government Banking

+8.0

Mortgages

+6.0

Consumer Finance

-0.2

Internal employee perception

Banking

Variation
2022 vs. 2023

Commercial Banking

+2.0

Private Banking and Wealth Management

+3.6

SME Banking

+2.4

Corporate and Government Banking

-0.6

Mortgages

+4.8

Consumer Finance

+8.4

Financial inclusion


Grupo BBVA has business initiatives around financial inclusion, support for entrepreneurship and the promotion of inclusive infrastructures. At BBVA México, Financial Inclusion actions are implemented to make products and services accessible to all, especially for people and/or entrepreneurs who belong to vulnerable groups such as women, the elderly, people with disabilities, residents in areas with limited access to financial services and micro-business owners.

Financial Health


One of Grupo BBVA’s priorities is to be the trusted financial partner of its clients to help them improve their financial health, through personalized advice, thanks to technology and the responsible use of data.

Financial education


BBVA México has a relevant interest and contribution in financial education and digital training to empower the population and improve their resilience. Through its multiple financial education initiatives, the bank makes different tools available to clients, employees and society in general, allowing them to responsibly manage their finances and take better advantage of the opportunities that arise for the wellbeing of their businesses or their lives.

In 2023, Financial Education reached 21.2 million beneficiaries with its entire program.

Specialized User Service Unit (SUSU)

With the aim of preserving the satisfaction and well-being of its clients, BBVA México provides a customer service system to receive and manage complaints and claims. This is the Specialized Customer Service Unit (SUSU), which is committed to ensuring efficient management and resolving each case with detailed attention and substantive solutions. The feedback obtained through this process is key for the bank, as it allows it to constantly improve its client service, as well as its products.

During 2023, 28,604 complaints were registered and the average time to resolve these complaints was 11 days.

In 2023, BBVA México benefited more than 97 thousand people with financial training workshops, mainly online.

Mexico was the first financial institution to achieve CONDUSEF’s “Commitment to caring for the elderly” certification.

Complaints to the SUSU

Claims before CONDUSEF

Claims resolved

Favorable to Grupo Financiero BBVA México

Favorable to client

Transparent, Clear and Responsible (TCR) Communication

Transparent, Clear and Responsible (TCR) communication establishes basic criteria for action and guidelines necessary to apply the maximum possible simplicity in the communication of products and services and at all points of contact with clients and stakeholders using the following channels:

Commercial documents

Public web

Digital solutions

Customer service

Campaigns

Commitment to our employees

Grupo BBVA places employees at the center of its values. “We are one team” guides the design and implementation of personnel management processes.


Grupo BBVA places employees at the center of its values. The value “We are one team” guides the design and implementation of personnel management processes. At BBVA México, commitment, trust, and pride in being part of BBVA are experienced throughout an employee’s lifecycle, from the selection of new hires to the end of the employment relationship. This includes processes such as role assignment, evaluation, development, and training, with consideration for diversity and inclusion aspects.

Talent and culture

Workforce by gender - BBVA México 2023

Gender

2021

2022

2023

Women

21,172

52%

22,744

52%

23,965

51%

Men

19,211

48%

21,246

48%

23,244

49%

Total

40,383

43,890

47,209

Scope: Employees of Grupo Financiero BBVA

Workforce by age - BBVA México 2023

Age

Number of employees

Percentage of employees

<30 years

15,257

32%

30-50 years

26,203

56%

>50 years

5,749

12%

Scope: Employees of Grupo Financiero BBVA

Workforce by contract and gender - BBVA México 2023

2021

2022

2023

Men

Women

Men

Women

Men

Women

Permanent
contract

17,776

19,876

17,776

19,876

21,467

22,467

Temporary
contract

1,429

1,285

1,429

1,285

1,777

1,498

Scope: Employees of Grupo Financiero BBVA

Workforce by type of workday and gender - BBVA México 2023

2021

2022

2023

Men

Women

Men

Women

Men

Women

Full-time

19,211

21,171

21,245

22,644

23,244

23,965

Part-time

0

1

1

0

0

0

Scope: Employees of Grupo Financiero BBVA

Employees by job category and gender - BBVA México 2023

Job category

Women
under 30
years of age

Men
under 30
years of age

Women
between 30 and 50
years of age

Men
between 30 and 50
years of age

Women
over 50
years of age

Men
over 50
years of age

Management

50

48

1,095

1,256

261

462

Executives

1,837

2,936

6,155

7,288

1,131

1,678

Administrative

2,384

2,230

2,945

2,140

576

437

Unionized

3,341

2,431

3,476

1,848

714

490

Total

7,612

7,645

13,671

12,532

2,682

3,067

Scope: Employees of Grupo Financiero BBVA
*In 2023, job categories were adjusted to align with the reporting categories outlined in the Global Reporting Initiative. As a result, no comparison with previous years is provided.

Unionized employees by gender - BBVA México 2023

2020

2021

2022

2023

Men

4,653

5,411

5,433

4,769

Women

7,669

8,209

8,308

7,531

Total

12,322

13,620

13,741

12,300

Scope: Employees of Grupo Financiero BBVA.

New employee hires

New hires by gender and age - BBVA México 2023

Number

Rate (%)

Women

4,386

45%

Women under 30 years of age

3,086

31.6%

Women between 31 and 50 years of age

1,254

12.8%

Women over 51 years of age

46

0.4%

Men

5,362

55%

Men under 30 years of age

3,651

37.4%

Men between 31 and 50 years of age

1,607

16.4%

Men over 51 years of age

104

1.0%

Total

9,748

100%

Turnover by age and gender - BBVA México 2023

Number

Rate (%)

Women

2,175

9.3%

Women under 30 years of age

1,097

14.8%

Women between 31 and 50 years of age

1,062

7.3%

Women over 51 years of age

16

1.2%

Men

2,389

10.6%

Men under 30 years of age

1,193

16.1%

Men between 31 and 50 years of age

1,142

8.5%

Men over 51 years of age

54

3.0%

Total

4,564

9.9%

Training


For BBVA México, training all its employees is a priority, as it is the way in which it can meet the needs of its clients, while promoting the personal and professional growth of its staff. The learning approach consists of providing the necessary tools and knowledge that favor the retention of talent and improve the capacity to provide solutions for clients.





During 2023, 2,269,601 hours of training were provided, equivalent to an average of 48.07 hours of training per employee.

Total number of employees, hours of training and average hours of training by job category and gender - BBVA México 2023

Job category

Total number
of women in
the workforce

Total hours of
training for
women

Average hours
of training per
year - women

Total number
of men in the
workforce

Total hours
of training
for men

Average hours
of training per
year - men

Management (CEO, Heads of Division and Functional Directors)

1,406

93,396

66.43

1,766

100,955

57.17

Executives (Managers, Leaders and Coordinators)

9,123

459,732

50.39

11,902

627,829

52.75

Administrative (Analysts, Administrative Assistants and Assistants)

5,905

233,770

39.59

4,807

211,976

44.10

Unionized (Operators)

7,531

294,201

39.07

4,769

247,738

51.95

Total

23,965

1,081,101

45.11

23,244

1,188,500

51.13

Anti-Corruption Training, BBVA México 2023


The anti-corruption course is regulatory and therefore mandatory for all BBVA México employees. This course is updated every three years and the refresher course is sent to all active employees at that time. In the years that the course is not updated, it is only sent to new employees so that they can take it. In 2023 the anti-corruption course was updated and a total of 42,816 BBVA México employees were trained.

Management (CEO, Heads of Division and
Functional Directors)

3,076

Executives (Managers, Leaders
and Coordinators)

19,669

Administrative (Analysts, Administrative
Assistants and Assistants)

8,027

Unionized (Operators)

12,044

Total

42,816

Note: While 100% of employees active at the time of the anti-corruption course update must complete it, the total number of employees who finish the course may not align with the total number of employees reported in indicator 2-7. This discrepancy is attributed to employee turnover during the year and variations in the number of temporary employees.

Sustainability training, BBVA México 2023


In the past three years, BBVA México has actively promoted sustainability training for all its employees. Presently, there is a tailored academic offering designed to meet the specific needs of each of the bank’s Business Units. Specialized internal and external training programs are available for business teams engaged in sustainability-related solutions. Additionally, there is an express sustainability course accessible to all employees, along with voluntary training modules available on Campus BBVA, which can be accessed by any interested employee.

In 2023, over 44 thousand BBVA employees enrolled in the Sustainability Express course, representing 93.86% of the total workforce. This enrollment number reflects a 38% increase compared to 2022.

Performance evaluation


In 2023, performance evaluations were conducted for 45,369 employees. Before these annual evaluations, webinars were offered to clarify the process for employees. These sessions covered topics such as development conversations between managers and employees, selection of evaluators, and the evaluation process on the platform, among others.

Number of employees who have received periodic performance and career development evaluations

Job Category

Women

Men

Managers (employees with subordinates)

3,343

3,289

Employees (rest of the employees)

19,886

18,851

Responsible supply chain

BBVA México’s supply chain comprises suppliers of various sizes engaged in diverse economic activities, including companies from different regions of Mexico and abroad, although the majority are local, thereby contributing significantly to the local economy.

BBVA México does not currently train its suppliers on anti-corruption issues. However, a commitment to ethical conduct is outlined in the Suppliers Code of Ethics. In 2023, a communication regarding anti-corruption policies and procedures was distributed to 708 suppliers of BBVA México.

Communication and training on anti-corruption policies and procedures.
Only communications on anti-corruption policies and procedures are sent, currently no training is provided. In 2023, 708 suppliers received communication on BBVA México’s anti-corruption policy and procedures.

BBVA México supplier evaluation


Grupo BBVA provides complete and transparent information to its suppliers in the procurement processes, ensuring compliance with legal requirements, considering labor and environmental aspects, respecting human rights and stimulating the demand for socially responsible products and services.

During 2023, BBVA México began to integrate ethical, social and environmental factors into its supply chain as part of its commitment to a responsible value chain. As a result, of 734 new suppliers that established a relationship with BBVA México in 2023, 117 were evaluated according to environmental and social criteria (15.94%).