The Bank’s resilience and leadership of the Israeli banking system are reflected in its financial statements. In March 2021, the Bank published its results for 2020, which show that the net income for 2020 was NIS 2,056 million, compared with NIS 1,799 million in 2019. The net return on equity attributable to Bank’s shareholders in 2020 was 5.3%. Net income in 2020 totaled NIS 2,205 million, compared with NIS 2,278 million in 2019. The net return on equity* attributable to the Bank’s shareholders in 2020 without said effects was 5.7%.
Shareholders’ equity totaled NIS 39.9 billion at the end of 2020, compared with NIS 38.2 billion at the end of 2019.
Bank Hapoalim and the Leading International Rating Agencies:
Moody’s at (A2); Standard & Poor’s at (A), and (A) by Fitch Ratings. In Israel, the Bank is rated by Standard & Poor’s Ma’alot at (AAA) and by Midroog (a subsidiary of Moody’s) at (Aaa).
The Bank Group is active in Israel in various areas of banking and interfaces with the capital markets through three central divisions – the Corporate Division, the Retail Division, and the The Financial Markets and International Banking Division.
The Corporate Division serves most of the Bank’s business customers. In the large corporate segment, the Division operates through sectors with broad industry expertise. In the mid-market segment, the Division operates through business centers throughout the country and through the Bank’s branches that provide operational services to its customers.
The Retail Division serves households, private banking, small businesses, and foreign residents, through over 180 branches, five investment advisory centers – Poalim INVEST, and two mobile branches that offer clients service points (approximately 60% of them are in nursing homes/sheltered housing and senior citizen centers), (all said as of April 2021), along with a variety of direct channels including devices for self-service in branches and client centers throughout Israel, “Poalim on the Internet,” “Poalim on the Mobile Phone,” “Poalim by Phone” call center, the “Connect center for clients with a digital orientation, a voice system for receiving information and transactions (IVR) and inquiries through the social networks.
In addition, the Bank has increased the use of the meeting coordination services with bankers, and has added additional channels for meeting to enable customers to coordinate a high quality, personal and professional meeting.
As a part of the bank’s perception of the customer service and social responsibility, it considers accessibility to people with disabilities as a significant and business- required issue. Under the concept of the Bank’s service, all banks services are extended to people with disabilities, and accessibility is considered when developing new products and processes.
The The Financial Markets and International Banking Division coordinates the Bank Group’s operations in most areas of the capital markets, in Israel and abroad, including brokerage services, securities custodianship, currency and derivatives trading services, research and consulting, services to financial asset managers, portfolio management, investment banking, underwriting and security issuance management.
Besides banking, the Bank Group is involved in interfacing operations, mainly in the capital markets, which is reflected, inter alia, in providing brokerage services for trading in securities, securities custodianship, trading in currencies and derivatives, research and consulting, services for financial asset managers, investment portfolio management, investment banking, underwriting, and security issuance management.
Besides its operations in Israel, the Bank Group operates abroad in the business sector in Israel, Europe, and the United States. The business sector’s foreign operations include approving credits to local and international borrowers, by providing credit for business operations of the Bank’s customers.
Commitment to Personal, Human, and
The Bank serves the most significant number of customers in the Israeli banking system, with over 2 million customers. The broad range of Bank customers requires change and diversification of the range of products and services offered by the Bank to the public. Thus is a growth engine for the Bank’s commitment to personal, human, and technological service.
Leading Banking Innovation
The Bank considers technological development as an opportunity to launch advanced financial products and services for its customers, and thus encourages innovation in the Israeli economy in general and in the banking system in particular. The Bank’s innovation efforts are led by a dedicated division – the Innovation and Strategy Division, which aims to initiate, create and leverage innovative solutions and new digital and technological growth engines, which will be a leap forward in offering digital value to the customer. The Division developed “bit” – a groundbreaking payment app that has already recorded some 5 million downloads. “bit,” which was developed to provide a technology solution for transfers between people in a relaxed, convenient and secure way, has evolved and now leads the payments revolution in various sectors, including insurance and pensions, retail, and transportation.
Bank Hapoalim will strive to create significant growth in its retail, commercial, and business banking clients. Growth is based on three main factors:
• Growth in banking activity – During the past year, there was an acceleration in the trend of shifting the activity of retail customers from the branch network to the direct channels. In line with this trend, the Bank will work to develop advanced tools for identifying customer needs in the digital space and to make a leap in customers’ abilities to purchase more complex products through digital channels. In addition, the Bank will work to improve the service through measures to strengthen service awareness, improve banker availability, increase digital operations and product offerings, expand banker’s workforce at the call centers, and expand the range of communication channels between the Bank and its customers.
In the arena of commercial and business customers, the Bank will continue to work to maintain its leading position in order to be the first choice of business customers.
• Development of new banking approaches – Along with improving the competitiveness of the renewing traditional banking, the Bank will promote the development of new distribution channels for banking services and products, with an emphasis on new digital distribution channels that rely on advanced data analysis capabilities and excellence in the user experience. In February 2021, the Bank launched a digital wallet service as part of the Bit app. “bit Wallet” serves as a technology platform for Bit users, based on Contactless EMV-based payment technology, for making debit card transactions at businesses by affixing their smartphone to the point-of-sale unit. The Bit app, which now has millions of customers from all banks, will be a powerful platform for the Bank to expand the scope of its activities with new customers in the digital arena.
• Building an organizational infrastructure that supports growth – To carry out the business plan for growth in the existing activities and the development of new banking activities, the Bank will make, in several ways, a leap forward in its organizational and technological capabilities. It will strive to initiate processes that will encourage a customer-focused organizational culture, support growth, and enable improved delivery and “time to market.”
The Bank has begun a project to modernize its core systems, to create a more flexible and straightforward banking infrastructure, which will accelerate the pace of implementation of the new business processes and new product development (time to market), Open Banking Infrastructure (Open API) and a future reduction of IT costs.
Along with its business leadership and initiatives in the economic and digital field, Bank Hapoalim also considers itself committed to active involvement in society and the community.
In its work for the community, the Bank focuses on projects in social employment, accessibility, and empowerment of people with disabilities, digital literacy for senior citizens, financial freedom, while placing particular emphasis on prudent economic conduct. Bank Hapoalim is the largest public donor among Israeli public companies in the economy. The Bank’s social investment in the community in 2020, in monetary terms, was approximately NIS 50.5 million.
* The effect of the closure of private operations abroad, net income from the sale of Isracard, and the loss from impairment due to the Bank’s investment in BankPozitif.
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