Digital dan Berkelanjutan

Digital dan BerkelanjutanDigital and Sustainable

Laporan Keberlanjutan 2020 Sustainability Report

Bank Hana terus mengembangkan digitalisasi produk dan layanan perbankan serta ekosistem digital sesuai kebutuhan nasabah korporasi dan individu serta sesuai perkembangan bisnis di era teknologi. Digitalisasi ini tidak hanya mendorong pertumbuhan aspek ekonomi, tetapi juga dapat mengefisienkan proses bisnis dari sisi waktu dan penggunaan sumber daya sehingga meminimalkan dampak dari aktivitas operasional Bank terhadap kelestarian lingkungan hidup. Inovasi ini telah disertai dengan peningkatan pembiayaan pada kegiatan usaha yang berwawasan sosial dan lingkungan sehingga diharapkan dapat menyukseskan pencapaian Tujuan Pembangunan Berkelanjutan (TPB) di Indonesia.

Hana Bank continues to develop the digitalization of banking products and services as well as the digital ecosystem according to the corporate and individual customer’s needs, also according to business developments in the technological era. This digitization does not only encourage growth in economic aspects, but can also streamline time and resources utilization in business processes to minimize the impact of the Bank’s operational activities on environmental sustainability. This innovation has also accompanied by an increase in financing for business that has a social and environmental perspective, therefore hopefully can contribution to a successful achievement of the Sustainable Development Goals (SDGs) in Indonesia.

Digital dan BerkelanjutanDigital and Sustainable

Laporan Keberlanjutan PT Bank KEB Hana Indonesia (yang selanjutnya disebut juga “Bank Hana” atau “Bank” atau “kami”) disusun sebagai bentuk pertanggungjawaban dan penyampaian informasi tentang penerapan prinsip-prinsip keberlanjutan dalam seluruh aspek bisnis yang dijalankan. Laporan ini merupakan inisiatif awal yang akan terus dikembangkan dalam penyampaian laporan secara periodik selanjutnya, yaitu setiap akhir tahun buku.

Laporan ini memuat informasi terkait kinerja ekonomi, sosial, dan lingkungan Bank selama periode 1 Januari 2020 hingga 31 Desember 2020, disertai dengan perbandingan kinerja pada 2 tahun sebelumnya. Dasar penyusunan laporan ini adalah Peraturan Otoritas Jasa Keuangan No. 51/POJK.03/2017 tentang Penerapan Keuangan Berkelanjutan bagi Lembaga Jasa Keuangan, Emiten, dan Perusahaan Publik. Penyusunan konten berdasarkan standar tersebut telah diverifikasi oleh pihak internal, tanpa proses penjaminan oleh pihak eksternal yang independen.

Informasi lebih lanjut terkait laporan ini dan muatan di dalamnya dapat diperoleh melalui:Bayu Wisnu WardhanaSekretaris PerusahaanMangkuluhur City Tower One Lt. 11Jl. Jend. Gatot Subroto Kav. 1-3Jakarta Selatan, 12930T : (+6221) 5081 1111F : (+6221) 5081 1123E : [email protected] : www.hanabank.co.id

The Sustainability Report of PT Bank KEB Hana Indonesia (hereinafter also referred to as “Hana Bank” or “the Bank” or “we”) is prepared as a form of accountability and to convey information regarding the implementation of sustainability principles in all business aspects. This report is an initial initiative that will continue to be developed in the submission of subsequent periodic reports, namely at the end of each financial year.

This report contains information related to the Bank’s economic, social, and environmental performance during the period 1 January 2020 to 31 December 2020, accompanied by a comparison of performances of the previous 2 years. The basis for the preparation of this report is the Financial Services Authority Regulation No. 51/POJK.03/2017 on Sustainable Finance Implementation for Financial Service Institutions, Listed Companies, and Public Companies. The preparation of contents is in accordance with these standards that has been verified by internal parties, without an assurance process by an independent external party.

Further information regarding this report and its contents can be obtained through:Bayu Wisnu WardhanaCorporate SecretaryMangkuluhur City Tower One 11 FloorJl. Jend. Gatot Subroto Kav. 1-3South Jakarta, 12930T : (+6221) 5081 1111F : (+6221) 5081 1123E : [email protected] : www.hanabank.co.id

Tentang Laporan KeberlanjutanAbout Sustainability Report

Daftar IsiTable of Contents

Ikhtisar Kinerja KeberlanjutanSustainability Performance Highlights

Laporan DireksiBoard of Directors’ Report

Referensi Kriteria POJK No. 51/OJK.03/2017Criteria Reference Pursuant to the Financial Services Authority’s Regulation of No. 51/OJK.03/2017

Lembar Umpan BalikFeedback Form

Tanggung Jawab Laporan KeberlanjutanSustainability Report Responsibility

Strategi KeberlanjutanSustainability Strategy

Penentuan Isi dan Topik Material Laporan KeberlanjutanThe Determination of Content and Material Topic of the Sustainability Report

PenghargaanAwards

6

PeringkatRating

6

Keanggotaan Asosiasi Association Membership

6

Tentang Laporan Keberlanjutan About Sustainability Report

2

Daftar IsiTable of Contents

3 Profil PerusahaanCompany Profile

Visi, Misi, dan Nilai-Nilai PerusahaanCorporate Vision, Mission, and Values

19

Sekilas Bank Hana Hana Bank at a Glance

20

Skala Organisasi Organizational Scale

22

Produk dan JasaProducts and Services

24

Wilayah OperasionalAreas of Operations

26

Perubahan Signifikan di Tahun 2020Significant Changes in 2020

27

Tata Kelola KeberlanjutanSustainability Governance

Prinsip Tata Kelola Keuangan BerkelanjutanSustainable Financial Governance Principles

28

Tahapan Penerapan Tata KelolaKeuangan BerkelanjutanSustainable Financial Governance Implementation Stages

30

Penanggung Jawab Penerapan Keuangan BerkelanjutanSustainable Finance Implementation Person in Charge

31

Manajemen Risiko Keuangan BerkelanjutanSustainable Financial Risk Management

32

Anti-Korupsi dan Anti-FraudAnti-Corruption and Anti-Fraud

36

Kinerja KeberlanjutanSustainability Performance

Keberlanjutan Produk dan Jasa Product and Service Sustainability

38

Keberlanjutan Pengembangan SosialSocial Development Sustainability

44

Keberlanjutan Ekosistem Lingkungan HidupEnvironmental Ecosystem Sustainability

58

7

64

69

4

19

28

37

11

12

16

IKHTISAR KINERJA KEBERLANJUTANSustainability Performance Highlights

Pendapatan Bunga - NetoInterest Income – Net

Kredit Loan

Laba Bersih Net Income

Pendapatan BungaInterest Income

Simpanan NasabahDeposits from Customer

Beban BungaInterest Expense

Total Pembiayaan Kegiatan Usaha Berkelanjutan

Total Sustainable Business Activities

Financing

Pendapatan Operasional Lainnya

Other Operating Income

Total Kredit/Pembiayaan Kegiatan Usaha

Berkelanjutan terhadap Total Kredit Bank

Total Loan/Sustainable Business Activities

Financing to Total Bank Loan

Penggunaan ListrikElectricity Utilization

Penggunaan Bahan Bakar MinyakFuel Usage

Juta Rupiah / Million Rupiah

Juta Rupiah / Million RupiahJuta Rupiah / Million Rupiah






%

GJ GJ

2020

1,487,697

2019

1,501,145

2018

1,479,483

2020

28,687,976

2019

33,405,771

2018

35,263,770

2020

489,104

2019

546,850

2018

545,445

2020

2,864,500

2019

3,442,748

2018

3,004,473

2020

23,740,157

2019

25,713,699

2018

25,122,643

2020

(1,376,803)

2019

(1,941,603)

2018

(1,524,990)

2020

6,443,765

2019

5,773,580

2018

6,865,172

2020

303,696

2019

221,868

2018

182,492

2020

22.46

2019

17.28

2018

19.46

2020

19,960.42

2019

22,614.72

2018

21,013.45

2020

12,515.45

2019

20,549.19

2018

21,493.75

Keberlanjutan Ekonomi Economic Sustainability

Ikhtisar Kinerja Keberlanjutan Sustainability Performance Highlights

4PT Bank KEB Hana Indonesia Laporan Keberlanjutan 2020

Jenis Kegiatan Activity Types

Jumlah KaryawanTotal Employees

Karyawan WanitaFemale Employees

Biaya Investasi Sosial Social Investment Cost

Karyawan Lokal Local Employees

Penggunaan AirWater Usage

Program / Program

Orang / People Orang / People


%

m3

2020

5

2019

6

2018

13

2020

1,093

2019

1,140

2018

1,246

2020

588

2019

617

2018

669

2020

2,449

2019

882

2018

1,945

2020

99.18

2019

99.30

2018

99.20

2020

23,895

2019

18,902

2018

17,496

Keberlanjutan Lingkungan Environmental Sustainability

Keberlanjutan Sosial Social Sustainability

Pengelolaan Tenaga KerjaPersonnel Management

Pengembangan Sosial dan Kemasyarakatan Social and Community Development

5PT Bank KEB Hana Indonesia

2020 Sustainability Report

PenghargaanAwards

PeringkatRating

Keanggotaan AsosiasiAssociation Membership

KategoriCategory

PeringkatRating

Tahun PerolehanYear Obtained

Berlaku HinggaValid Until

Perusahaan PemeringkatRating Institutions

Peringkat Kredit / Credit Rating

Foreign Currency

2019 2020 PT Fitch Ratings Indonesia

Long-Term IDR BBB

Short-Term IDR F2

Local Currency

Long-Term IDR BBB+

Viability Rating bb-

Support Rating 2

National

Long-Term Rating AAA(idn)

Short-Term Rating F1+(idn)

Sovereign Risk

Long-Term Foreign Currency IDR BBB

Long-Term Local Currency IDR BBB

Country Ceiling BBB

Outlooks/Watches

Foreign-Currency Long-Term IDR Stable

Local-Currency Long-Term IDR Stable

National Long-Term Rating Stable

Sovereign Long-Term Foreign Currency IDR Stable

Sovereign Long-Term Local Currency IDR Stable

Peringkat Obligasi / Bond Rating

Obligasi Subordinasi IDR & USD Bank KEB Hana I Tahun 2016 / Subordinated Bonds IDR & USD of Bank KEB Hana I Year 2016 AA 2016 2023 PT Fitch Ratings

Indonesia

Nama AsosiasiAssociation Name

Skala AsosiasiAssociation Scale

Posisi BankBank Position

Korean Financial Institution Association (KFIA) Internasional / International Anggota / Member

Foreign Policy Community of Indonesia (FPCI) Nasional / National Anggota / Member

Perhimpunan Bank Nasional (PERBANAS) Nasional / National Anggota / Member

Asosiasi Emiten Indonesia (AEI) Nasional / National Anggota / Member

Asosiasi Bank Kustodian Indonesia (ABKI) Nasional / National Anggota / Member

Lembaga Penjamin Simpanan (LPS) Nasional / National Anggota / Member

STP Awards US Dollar Clearing Payment 2020 Type EliteJP Morgan

Ikhtisar Kinerja Keberlanjutan Sustainability Performance Highlights


Jong Jin ParkDirektur Utama

President Director

Tahun 2020 menjadi tahun kedua penerapan keuangan berkelanjutan di Bank Hana, dimana kami telah memasuki tahap implementasi lanjutan. Pada tahap ini, kualitas penerapan keuangan berkelanjutan telah semakin baik, meskipun disertai tantangan. Tantangan tersebut bahkan semakin besar dengan adanya pandemi Coronavirus Disease (Covid-19) yang melanda seluruh negara, termasuk Indonesia.

Meskipun demikian, kami tetap memegang teguh komitmen kami untuk melaksanakan prinsip keuangan berkelanjutan sebagai bentuk tanggung jawab dalam menyukseskan Tujuan Pembangunan Berkelanjutan (TPB) di Indonesia. Kami melanjutkan inisiatif untuk mengelola aspek sosial dan lingkungan yang telah kami lakukan di tahun sebelumnya. Perjalanan kami dalam menerapkan prinsip keuangan berkelanjutan di Bank Hana kami uraikan sebagai berikut.

Pemangku Kepentingan yang Terhormat,

Dear Esteemed Stakeholders,

The year of 2020 would be the second year of the implementation of sustainable finance at Hana Bank, where we have entered the advanced implementation stage. At this stage, the quality of the implementation of sustainable finance has improved, despite the challenges. This challenge was even magnified with the spread of Coronavirus Disease (Covid-19) pandemic that has hit all countries in the world, including Indonesia.

Even so, we still hold firm our commitment to implement sustainable finance principles as a form of responsibility for the successful achievement of the Sustainable Development Goals in Indonesia. We have continued the initiatives in managing social and environmental aspects that we have done in the previous year. Our journey in applying sustainable finance principles at Hana Bank is described as follows.

Laporan DireksiBoard of Directors’ Report



Kebijakan Keuangan Berkelanjutan Bank Hana

Sebagai lembaga perbankan, Bank Hana berperan penting dalam mengendalikan portofolio pembiayaan pada kegiatan usaha yang berwawasan sosial dan lingkungan. Di tahun 2020, kami telah menargetkan pertumbuhan eksposur pembiayaan kategori tersebut sebesar 5% dari pertumbuhan kredit tahunan atau 20% dari penyaluran portofolio pembiayaan keuangan berkelanjutan tahun sebelumnya.

Untuk mencapainya, kami melaksanakan penyesuaian pada organisasi, sistem, dan prosedur standar operasional (SOP), khususnya yang terkait manajemen risiko keuangan berkelanjutan. Kami telah menyempurnakan Environmental and Social Risk Management System (ESMS), exclusion list, serta melakukan analisis industri yang kami bagi berdasarkan kategori tinggi atau rendahnya risiko sosial dan lingkungan yang dimiliki kelompok debitur atau calon debitur yang menyampaikan proposal kredit baru. Penyederhanaan kategori risiko ini akan memudahkan identifikasi dan pengelolaan risiko dalam rangkaian analisis dan penyaluran kredit.

Kami juga melaksanakan pengembangan kompetensi internal secara bertahap agar pengetahuan dan kapasitas penanggung jawab dan pelaksana keuangan berkelanjutan semakin mumpuni. Pengembangan kompetensi dilakukan secara berjenjang melalui penanggung jawab dan pelaksana utama keuangan berkelanjutan di kantor pusat yang kemudian diturunkan kepada seluruh karyawan di kantor cabang melalui rangkaian program transfer knowledge.

Seluruh penerapan fokus pengembangan keuangan berkelanjutan ini melibatkan beberapa unit yang terkait, khususnya Credit Reviewer dan Business Unit, yang juga merupakan pemilik risiko. Sedangkan, pengawasan dan evaluasi penerapannya menjadi tanggung jawab Satuan Kerja Manajemen Risiko (SKMR).

Tantangan dan Strategi Penerapan Keuangan Berkelanjutan

Penerapan keuangan berkelanjutan di Bank Hana disertai dengan beberapa tantangan yang datang dari eksternal dan internal. Tantangan terbesar di tahun 2020 adalah pandemi Covid-19 yang menyebabkan terbatasnya ruang gerak setiap insan Bank dalam melaksanakan tugas dan tanggung jawabnya. Analisis terhadap pembiayaan debitur baru menjadi terhambat. Kami pun menjadi semakin sulit menemukan debitur dengan kualitas risiko kredit yang tergolong rendah dan sesuai dengan kategori usaha berkelanjutan. Meskipun demikian, kami optimis bahwa tantangan ini dapat teratasi di tahun selanjutnya, seiring dengan pelaksanaan vaksinasi serta kebijakan pemerintah dan Bank Indonesia untuk

Hana Bank’s Sustainable Finance Policy

As a banking institution, Hana Bank plays an important role in controlling the financing portfolio in business activities with a social and environmental perspective. In 2020, we have targeted financing exposure growth on this category approximately 5% of the annual credit growth or 20% from the distribution of sustainable financing portfolio in the previous year.

To achieve this, we have implemented some adjustments to the organization, systems and standard operating procedures (SOPs), particularly those related to sustainable financial risk management. We have improved the Environmental and Social Risk Management System (ESMS), Exclusion List, and conducted industry analysis which we divided based on the level of social and environmental risk categories of debtor groups or prospective debtors that have submitted new credit proposals. The simplification of these risk categories will facilitate the risks identification and management process in a series of analysis and lending activities.

We also conducted internal competency development in stages so the knowledge and capacity of those in charge and the executor of sustainable finance will be getting better and better. Competency development was carried out in stages through the person in charge and main executor of sustainable finance at the head office which is then passed down to all employees at branch offices through a series of transfer knowledge programs.

The entire implementation of this sustainable finance development focus involves several related units, particularly Credit Reviewers and Business Units, which are also risk owners. Meanwhile, monitoring and the evaluation of its implementation is the responsibility of the Risk Management Working Unit (SKMR).

Challenges and Strategies for Sustainable Finance Implementation

The implementation of sustainable finance at Hana Bank was accompanied by several challenges that came from external and internal parties. The biggest challenge in 2020 was the Covid-19 pandemic which causes limited movement for every Bank personnel in carrying out their duties and responsibilities. Analysis of new debtor financing was also somewhat delayed. It was also becoming increasingly difficult for us to find debtors with credit risk quality that are classified as low and within the sustainable business category. Nonetheless, we are optimistic that this challenge can be resolved in the following year, in line with the implementation of vaccination programs as well as Government and Bank Indonesia’s policies to accelerate

Laporan Direksi Board of Directors’ Report


mempercepat laju pemulihan ekonomi nasional. Kami pun terus mengedukasi nasabah dan calon nasabah perihal kriteria-kriteria keuangan berkelanjutan dalam proses analisis risiko kredit yang dijalankan Bank Hana agar tingkat kesesuaian bisnisnya dengan prinsip berkelanjutan semakin tinggi.

Tantangan kedua berasal dari internal. Kesulitan dalam melakukan uji kelayakan terhadap industri yang dianggap ramah terhadap risiko sosial dan lingkungan menyebabkan kemungkinan tidak teridentifikasinya eksposur risiko tersebut dalam usaha debitur atau calon debitur sejak awal. Untuk mengatasinya, kami terus melakukan sosialisasi ESMS secara berkala kepada unit-unit kerja terkait, serta terus meningkatkan pelatihan untuk menambah pemahaman karyawan mengenai risiko sosial dan lingkungan.

Tantangan lainnya adalah terkait pengembangan kapasitas internal. Perbedaan tingkat keseriusan dan kemampuan karyawan dalam memahami materi pelatihan akan mempengaruhi tingkat keberhasilan pengembangan kompetensi terkait keuangan berkelanjutan. Selain itu, mendapatkan vendor/trainer yang sesuai dengan kebutuhan Bank tidaklah mudah. Meskipun demikian, kami telah menyusun rencana pelatihan dari penyelenggara eksternal yang merupakan profesional pada bidang keuangan berkelanjutan. Kami pun tetap aktif mengikutkan karyawan pada pelatihan rutin yang diselenggarakan oleh Otoritas Jasa Keuangan dan Kementerian Lingkungan Hidup, seperti training analisis lingkungan hidup (TAL).

Pencapaian Kinerja Keuangan Berkelanjutan

Pandemi Covid-19 memberikan dampak signifikan pada penurunan kinerja hampir seluruh sektor ekonomi di Indonesia yang menjadi target pasar kami. Namun demikian, kami tetap mampu mempertahankan pencapaian yang positif di tahun 2020 yang menantang, meskipun belum sepenuhnya sesuai harapan. Penyaluran kredit Bank Hana sebesar Rp28,69 triliun atau mencapai 91,07% dari target, sedangkan penghimpunan simpanan nasabah sebesar Rp23,74 triliun atau mencapai 88,04% dari target. Hal ini berdampak pada pendapatan bunga - neto sebesar Rp1,49 triliun atau mencapai 97,02% dari target dan laba bersih sebesar Rp489,10 miliar atau mencapai 206,33% dari target. Dari pencapaian tersebut, kami tetap menjaga tingkat kesehatan Bank yang antara lain ditunjukkan melalui rasio kredit bermasalah (NPL) bruto dan neto yang masing-masing tercatat sebesar 1,42% dan 0,85%, serta rasio kecukupan modal yang tercatat sebesar 26,69%.

national economic recovery. We also continue to educate customers and prospective customers about the criteria for sustainable finance in the credit risk analysis process carried out by Hana Bank thus increasing the level of their business compatibility with sustainable principles.

The second challenge came internally. Difficulty in conducting due diligence on those industries that deemed social and environmental risk-friendly has resulted in the possibility of risk exposures in the debtor’s or prospective debtor’s business not identifies properly from the beginning. To overcome this, we continue to conduct regular ESMS dissemination to related work units, and continue to improve training to improve employee’s understanding of social and environmental risks.

Another challenge was related to internal capacity building. The difference in the level of employee’s seriousness and ability to understand training materials will affect the success rate of competency development related to sustainable finance. In addition, finding a vendor/trainer that suits the Bank’s needs was not easy. However, we have prepared a training plan from an external provider who is a professional in the field of sustainable finance. We also continue to actively sending our employees to routine trainings organized by the Financial Services Authority and the Ministry of Environment, such as environmental analysis training (TAL).

Achievement of Sustainable Financial Performance

Covid-19 pandemic had a significant impact in the declining performance of almost all economic sectors in Indonesia that also our target market. However, we were still able to maintain positive achievements in this challenging year, although not quite as expected. Hana Bank’s lending reached Rp28.69 trillion or 91.07% of the target, while the accumulation of deposit from customers was recorded at Rp23.74 trillion or 88.04% of the target. This subsequently has an impact on interest income-net amounted to Rp1.49 trillion or 97.02% of the target and a net income amounted to Rp489.10 billion or 206.33% of the target. From this achievement, we have successfully maintained the Bank’s soundness level, which is shown by the gross and net non-performing loans (NPL) ratios at 1.42% and 0.85%, respectively, and the capital adequacy ratio at 26.69%.



We also strive to grow our financing portfolio in business activities with a social and environmental perspective, which in 2020 was recorded at Rp6.44 trillion. This financing achieved 22.46% of total lending and grew 11.61% from similar financing in 2019. This financing was dominated by micro, small and medium enterprises (MSMEs) amounted to Rp4.30 trillion or 66.80% of the total financing for sustainable business activities. Meanwhile, based on the business sector, financing for sustainable business activities was dominated by lending to the renewable energy sector by 15.10% and environmentally friendly transportation by 10.39%.

Closing

The achievement of Hana Bank’s sustainability performance in 2020 was the result of hard work and contributions from various stakeholders. Therefore, we would like to extend our gratitude and highest appreciation to all Hana Bank’s internal and external stakeholders. On this wonderful occasion, we also would like to continue encourage all stakeholders to increase their cooperation in managing sustainability issues for the success of sustainable development activities in Indonesia.

Kami juga mengupayakan pertumbuhan portofolio pembiayaan pada kegiatan usaha yang berwawasan sosial dan lingkungan yang di tahun 2020 tercatat sebesar Rp6,44 triliun. Pembiayaan tersebut mencapai 22,46% dari total penyaluran kredit dan tumbuh 11,61% dari pembiayaan serupa di tahun 2019. Pembiayaan tersebut didominasi penyaluran kepada usaha mikro, kecil, dan menengah (UMKM) sebesar Rp4,30 triliun atau mencapai 66,80% dari total pembiayaan kegiatan usaha berkelanjutan. Sedangkan, berdasarkan sektor usaha, pembiayaan kegiatan usaha berkelanjutan didominasi penyaluran kepada sektor energi terbarukan sebesar 15,10% dan transportasi ramah lingkungan sebesar 10,39%.

Penutup

Pencapaian kinerja keberlanjutan Bank Hana di tahun 2020 merupakan hasil kerja keras dan kontribusi dari berbagai pemangku kepentingan. Oleh karena itu, kami menyampaikan terima kasih dan apresiasi setinggi-tingginya bagi seluruh pemangku kepentingan internal maupun eksternal Bank Hana. Pada kesempatan ini, kami juga tetap mendorong seluruh pemangku kepentingan untuk meningkatkan kerja sama dalam mengelola isu-isu keberlanjutan bagi kesuksesan kegiatan pembangunan berkelanjutan di Indonesia.

Atas nama Direksi PT Bank KEB Hana Indonesia,On behalf of the Board of Directors of PT Bank KEB Hana Indonesia,

Jong Jin ParkDirektur Utama

President Director

Laporan Direksi Board of Directors’ Report


Tanggung Jawab Laporan Keberlanjutan Sustainability Report Responsibility

Surat Pernyataan Anggota Dewan Komisaris dan Anggota DireksiTentang Tanggung Jawab Atas Laporan Keberlanjutan 2020PT Bank KEB Hana IndonesiaStatement of Members of the Board of Commissioners and the Board of Directorson the Responsibility for the 2020 Sustainability Report ofPT Bank KEB Hana Indonesia

Kami, yang bertanda tangan di bawah ini, menyatakan bahwa semua informasi dalam Laporan Keberlanjutan PT Bank KEB Hana Indonesia tahun 2020 telah dimuat secara lengkap dan bertanggung jawab penuh atas kebenaran isi Laporan Keberlanjutan Bank.

Demikian pernyataan ini dibuat dengan sebenarnya.

We, the undersigned, hereby declare that the 2020 Sustainability Report of PT Bank KEB Hana Indonesia has already contained a complete information and we shall be fully responsible for the correctness of the Bank’s Sustainability Report content.

This statement is hereby made in all truthfulness.

Jakarta, April 2021

DEWAN KOMISARIS,Board of Commissioners,

Eka Noor AsmaraKomisaris Independen

Independent Commissioner

Lisana IrianiwatiKomisaris Independen

Independent Commissioner

DIREKSI,Board of Directors,

Jong Jin, ParkDirektur Utama

President Director

Bayu Wisnu WardhanaDirektur Kepatuhan & Legal Compliance & Legal Director

Hang Keun, ChoDirektur Keuangan Finance Director

Ratna NingsihDirektur Kredit Credit Director

Junita WangsadinataDirektur Bisnis

Business Director

Anton Hermawan Direktur Perbankan Konsumer

Consumer Banking Director

Catatan:Sesuai keputusan RUPS Luar Biasa tanggal 30 Maret 2021 bahwa Dewan Komisaris dan Direksi yang diangkat efektif menjabat setelah mendapatkan persetujuan dari Otoritas Jasa Keuangan, maka:

• Sungwhan, Lee : Komisaris Utama; serta• Sang Keun, Kwak : Direktur; Tidak ikut serta dalam pertanggungjawaban Laporan Keberlanjutan ini karena masih dalam proses penilaian kemampuan dan kepatutan.

Note:Following the decision of the Extraordinary General Meeting of Shareholders dated 30 March 2021 that the Board of Commissioners and Board of Directors appointed effectively served after receiving the approval from the Financial Services Authority, then:• Sungwhan, Lee : President Commissioner; and• Sang Keun, Kwak : Director; Not participated in the accountability of this Sustainability Report, due to an ongoing fit and proper test.

PT Bank KEB Hana Indonesia 2020 Sustainability Report

Fokus Keberlanjutan

Kami berkomitmen untuk menciptakan sinergi antara pertumbuhan bisnis Bank Hana dengan tanggung jawab terkait aspek ekonomi, sosial, dan lingkungan yang sejalan dengan Tujuan Pembangunan Berkelanjutan (Sustainable Development Goals/SDGs). Pelaksanaannya disesuaikan dengan POJK No. 51/POJK.03/2017 tentang Penerapan Keuangan Berkelanjutan bagi Lembaga Jasa Keuangan, Emiten dan Perusahaan Publik pasal 7 dan kegiatan yang dijalankan Bank. Berdasarkan hal tersebut, di tahun 2020, kami berfokus pada 3 prioritas utama, yaitu:

1. Pengembangan produk dan/atau jasa keuangan berkelanjutan, termasuk peningkatan portofolio pembiayaan, investasi atau penempatan pada instrumen keuangan atau proyek yang sejalan dengan penerapan keuangan berkelanjutan;

2. Pengembangan kapasitas internal Bank; atau3. Penyesuaian organisasi, manajemen risiko, tata kelola,

dan/atau standar prosedur operasional (SOP) Bank yang sesuai dengan prinsip penerapan keuangan berkelanjutan.

Pengembangan fokus dari tahun sebelumnya ini dilakukan dengan pertimbangan bahwa kapasitas karyawan internal telah mengalami perkembangan, baik dalam hal pengetahuan maupun pemahaman aspek bisnis dan aspek manajemen risiko terhadap portofolio pembiayaan yang sesuai dengan penerapan keuangan berkelanjutan. Hal ini memampukan kami untuk mengembangkan eksposur pembiayaan pada kategori sektor yang belum pernah kami berikan sebelumnya.

Rencana Aksi Keuangan Berkelanjutan

Dalam mencapai fokus keberlanjutan, setiap tahun, kami menyusun Rencana Aksi Berkelanjutan (RAKB). RAKB untuk periode tahun 2020 telah kami sampaikan pada tanggal 29 November 2019, dengan penyesuaian pada tanggal 26 Februari 2020.

Agar target RAKB tercapai, kami mengelola beberapa faktor penentu keberhasilan yang meliputi:1. Strategi bisnis Bank, khususnya terkait penyaluran kredit

kepada 12 kategori kegiatan usaha berkelanjutan;2. Kapasitas organisasi;3. Kondisi keuangan dan kapasitas teknis;

Sustainability Focus

We are committed to create a synergy between Hana Bank’s business growth and responsibilities related to economic, social, and environmental aspects that are in line with the Sustainable Development Goals (SDGs). The implementation is in accordance with POJK No. 51/POJK.03/2017 on Sustainable Finance Implementation for Financial Services Institutions, Listed Companies and Public Companies article 7 and activities carried out by Banks. Based on this, in 2020, we will focus on 3 main priorities, i.e.:

1. The development of sustainable financial products and/or services, including increasing the portfolio of financing, investing or placement in financial instruments or projects that are in line with the sustainable finance implementation;

2. Development of the Bank’s internal capacity; or3. Adjustments to the Bank’s organization, risk management,

governance, and/or standard operating procedures (SOPs) in accordance with the principles of sustainable finance implementation.

The focus development from the previous year was conducted with the consideration that the capacity of internal employees has developed, both in terms of knowledge and understanding of business aspects and risk management aspects of the financing portfolio in accordance with the sustainable finance implementation. This has enabled us to develop financing exposures in sector that we have never provided before.

Sustainable Finance Action Plan

In achieving sustainability focus, we prepare a Sustainable Action Plan (RAKB) every year. We have submitted RAKB 2020 on 29 November 2019, with adjustments made on 26 February 2020.

In order to achieve the RAKB target, we manage several critical success factors which include:1. The Bank’s business strategy, particularly related to

lending to 12 sustainable business activity categories;2. Organizational capacity;3. Financial condition and technical capacity;

STRATEGI KEBERLANJUTANSustainability Strategy

Strategi Keberlanjutan Sustainability Strategy


4. Cooperation with external parties;5. Communication strategy;6. Monitoring, evaluation, and mitigation systems; and7. Government policy.

The description of Hana Bank’s RAKB 2020 is described as follows.

4. Kerja sama dengan pihak eksternal;5. Strategi komunikasi;6. Sistem pemantauan, evaluasi, dan mitigasi; serta7. Kebijakan pemerintah.

Uraian RAKB Bank Hana untuk tahun 2020 dijelaskan sebagai berikut.

Program Pertama / First Program :Peningkatan eksposur pembiayaan yang tergolong kategori kegiatan usaha berkelanjutan. Hal ini ditujukan untuk meningkatkan reputasi pemangku kepentingan serta sebagai bentuk dukungan terhadap penerapan keuangan berkelanjutan di Indonesia. / Increasing financing exposure that is classified as a sustainable business activity category. The purpose is to improve the stakeholders’ reputation and as a form of support for the sustainable finance implementation in Indonesia.

UraianKegiatanActivity

Description

Periode Pelaksanaan

Implementation Period

Sumber DayaResources

Divisi yang Bertanggung Jawab

Responsible Division

Target PencapaianAchievement Target

Realisasi Realization

Peningkatanpembiayaankegiatan usahaberkelanjutan.Increasing sustainable business activity financing.

Januari-Desember 2020January-December 2020

Satuan Kerja Financial Planning, Business Unit, Satuan Kerja Business Strategic & Enablement, Satuan Kerja Credit ReviewFinancial Planning Work Unit, Business Unit, Business Strategic & Enablement Work Unit, Credit Review Work Unit

Satuan Kerja Business Strategic & Enablement, Business Unit (Korean Desk, SME, Commercial & Corporate)Business Strategic & Enablement Work Unit, Business Unit (Korean Desk, SME, Commercial & Corporate)

• Alokasi sebesar 5% dari pertumbuhan kredit tahunan; serta

• Pertumbuhan sebesar 20% dari portofolio pembiayaan keuangan berkelanjutan sebelumnya.

• 5% allocation from annual credit growth; and

• 20% growth from the previous sustainable financing portfolio.

• Alokasi pembiayaan terhadap kegiatan usaha berkelanjutan meningkat meskipun total kredit menurun akibat pandemi Covid-19; serta

• Pertumbuhan kredit kegiatan usaha berkelanjutan sebesar 10%.

• Financing allocation for sustainable business activities has increased even though total loans has decreased due to Covid-19 pandemic; and

• Loan growth for sustainable business activities increased by 10%.

Alokasi Dana: Fund Allocation:

Rp75,000,000,000

Tantangan dan Strategi ke Depan / Future Challenges and Strategy :Pandemi Covid-19 yang terjadi sejak awal tahun 2020 menjadi tantangan dalam memberikan pembiayaan kepada debitur, khususnya debitur dengan kualitas risiko kredit yang tergolong rendah dan sesuai dengan kategori usaha berkelanjutan. Meskipun demikian, kami optimis bahwa kondisi pandemi akan berangsur membaik seiring dengan sedang berjalannya program vaksinasi massal dari Pemerintah Indonesia. Oleh karena itu, kami terus berupaya untuk meningkatkan portofolio pembiayaan untuk kegiatan usaha berkelanjutan, termasuk kepada UMKM. / Covid-19 pandemic that has spread since the beginning of 2020 has become a challenge for the Company in providing financing to debtors, especially those with low credit risk quality and within sustainable business category. Nevertheless, we are optimistic that this pandemic condition will gradually improve as the Government of Indonesia’s mass vaccination program is already underway. Therefore, we continue to strive to increase the financing portfolio for sustainable business activities, including for MSMEs.



Program Kedua / Second Program :Pengembangan kapasitas karyawan Bank terkait keuangan keberlanjutan. Hal ini ditujukan untuk meningkatkan kualitas penilaian uji kelayakan agar dapat mencerminkan bisnis debitur yang sesungguhnya. / Hana Bank’s employee capacity development related to financial sustainability. The purpose is to improve the quality of due diligence assessment to reflect the real debtor’s business.


Description

Periode Pelaksanaan







Pelatihan keuangan berkelanjutan.Sustainable finance training.


Semua unit terkait dan penyedia training eksternalAll related units and external training providers

Learning and Development Division

• Sosialisasi sebanyak 4 kali kepada seluruh divisi/pejabat Bank yang terkait; serta

• Mengikutsertakan sebanyak 50% pejabat Bank dalam pelatihan terkait aktivitas bisnis perkreditan terkait keuangan berkelanjutan.

• Dissemination shall be conducted 4 times to all relevant Bank divisions/officials; and

• Sending 50% of Bank officials to attend training related to credit business activities related to sustainable finance.

• Pada tahun 2020, sosialisasi telah dilakukan sebanyak 3 kali dalam bentuk public training, inhouse training, dan e-learning; serta

• Peserta yang mengikuti pelatihan sebanyak 484 orang dari total karyawan sebanyak 1.093 orang atau sekitar 44,28% dari total karyawan.

• In 2020, dissemination has been conducted 3 times in the form of public training, inhouse training, and e-learning; and

• There were 484 participants who attended the training from a total of 1,093 employees or about 44.28% of total employees.

Alokasi Dana: Fund Allocation:

Rp21,198,816

Tantangan dan Strategi ke Depan / Future Challenges and Strategy :Tingkat keseriusan dan pemahaman karyawan yang mengikuti pelatihan akan berbeda-beda sehingga mempengaruhi efektivitas peningkatan kompetensi yang diharapkan. Selain itu, mendapatkan vendor/trainer yang sesuai dengan kebutuhan Bank tidaklah mudah. Namun demikian, kami akan tetap mengikutsertakan karyawan pada pelatihan rutin yang diselenggarakan oleh Otoritas Jasa Keuangan dan Kementerian Lingkungan Hidup, seperti training analisis lingkungan hidup (TAL). / The level of employee’s seriousness and understanding who take part in training will vary so thus affecting the effectiveness of the expected competency improvement. In addition, it is not easy to get a vendor/trainer that suits the Bank’s needs. However, we will still sending our employees in routine training organized by the Financial Services Authority and the Ministry of Environment, such as environmental analysis training (TAL).

Strategi Keberlanjutan Sustainability Strategy


Program Ketiga / Third Program :Melanjutkan penerapan Environmental and Social Risk Management System (ESMS), exclusion list, serta analisis industri yang sesuai dengan penerapan keuangan berkelanjutan. Melalui ESMS dan analisis industri, risiko sosial dan lingkungan debitur kategori tinggi diidentifikasi berdasarkan uji kelayakan pada setiap proposal kredit baru. Selain berdasarkan risiko, kami juga tidak menyalurkan pembiayaan ataupun berinvestasi pada perusahaan yang tidak ramah lingkungan (exclusion list). / Continue the implementation of the Environmental and Social Risk Management System (ESMS), exclusion lists, and industry analysis in accordance with the implementation of sustainable finance. Through the ESMS and industry analysis, high-category debtor’s social and environmental risks can be identified based on a due diligence on each new loan proposal. Apart from based on risk assessment, we also do not channel financing or invest in companies that are not environmentally friendly (exclusion list).

Uraian KegiatanActivity Description

Periode Pelaksanaan



Divisi yang Bertanggung

JawabResponsible

Division

2019 2020 2021 2022 2023

RealisasiRealization


TargetTarget

TargetTarget

TargetTarget

TargetTarget

Melanjutkan penerapan ESMS secara penuh. Continue the full implementation of ESMS.

2019 - 2023 Business Unit, Credit Reviewer, dan Satuan Kerja Manajemen Risiko (SKMR)Business Unit, Credit Reviewer, and Risk Management Work Unit (SKMR)

SKMR 100% 100% 100% 100% 100% 100%

Melakukan sosialisasi kembali secara berkala kepada unit bisnis terkait penerapan ESMS.Regularly conduct re-dissemination to business units regarding the implementation of ESMS.

2019-2023 Credit Reviewer dan SKMRCredit Reviewer, and Risk Management Work Unit (SKMR)

SKMR 100% 100% 100% 100% 100% 100%

Melakukan kaji ulang penerapan ESMS.Perform a review on the ESMS implementation.

2020-2023 SKMR, Credit Reviewer, Business Unit, dan International Finance Corporation (IFC)SKMR, Credit Reviewer, Business Unit, and International Finance Corporation (IFC)

SKMR 100% 100% 100% 100% 100% 100%


Description

Periode Pelaksanaan







Melakukan refreshment terhadap penerapan ESMS dan exclusion list.Refreshment on the implementation of ESMS and exclusion list.


SKMR, Credit Reviewer, dan Business UnitSKMR, Credit Reviewer, and Business Unit

SKMR Sosialisasi sebanyak 4 kali kepada seluruh divisi/pejabat Bank yang terkait.Dissemination shall be conducted 4 times to all relevant Bank divisions/officials.

Telah dilakukan sosialisasi sebanyak 4 kali kepada seluruh divisi/pejabat Bank yang terkait.Dissemination has been conducted 4 times to all relevant Bank divisions/officials.



PENENTUAN ISI DAN TOPIK MATERIAL LAPORAN KEBERLANJUTANThe Determination of Content and Material Topic of the Sustainability Report

Pemetaan Pemangku Kepentingan

Penetapan fokus isi dan topik material dalam Laporan Keberlanjutan Bank Hana melibatkan dan mempertimbangkan kebutuhan dari pemangku kepentingan. Dengan mengidentifikasi kebutuhan pemangku kepentingan, kami dapat mempertimbangkan ketepatan sasaran pelaporan dari program dan kebijakan yang ditempuh Bank. Hasil identifikasi isu penting pemangku kepentingan serta rencana strategis kami untuk memenuhinya dijelaskan sebagai berikut.

Pemangku KepentinganStakeholders

Metode PelibatanEngagement Methods

Isu PentingImportant Issues

Rencana StrategisStrategic Plan

Pemegang Saham dan Investor

Shareholders and Investor

• Rapat Umum Pemegang Saham (RUPS);

• Paparan publik; serta• Akses informasi.

• General Meeting of Shareholders (GMS);

• Public exposure; and• Access to information.

• Kinerja keuangan dan non-keuangan;

• Arah dan kebijakan strategis; serta

• Keberlanjutan usaha.

• Financial and non-financial performance;

• Strategic direction and policies; and

• Business sustainability.

• Pertumbuhan kinerja operasional dan keuangan;

• Penyusunan Rencana Bisnis Bank (RBB);• Penyusunan Rencana Aksi Keuangan

Berkelanjutan (RAKB); serta• Penyusunan Laporan Tahunan.• Operational and financial performance

growth;• Preparation of Bank Business Plans (RBB);• Preparation of a Sustainable Finance

Action Plan (RAKB); and• Preparation of Annual Reports.


Description

Periode Pelaksanaan







Melakukan analisis industri.Perform an industry analysis.


SKMR, Credit Reviewer, Business Unit, Research Report SKMR, Credit Reviewer, Business Unit, Research Report

SKMR Melaksanakan 1 kali penilaian analisis industri.Perform one industry analysis assessment.

Telah dilakukan 1 kali penilaian analisis industri.Have conducted one industry analysis assessment.

Tantangan dan Strategi ke Depan / Future Challenges and Strategy :Tantangan utama dari pelaksanaan ESMS adalah sulitnya melakukan uji kelayakan terhadap industri yang dianggap ramah terhadap risiko sosial dan lingkungan hidup. Hal ini menyebabkan adanya kemungkinan eksposur risiko sosial dan lingkungan hidup yang terpapar dalam usaha bisnis debitur atau calon debitur tidak teridentifikasi sejak awal. Bank akan terus melakukan sosialisasi ESMS secara berkala kepada unit-unit kerja terkait, serta terus meningkatkan pelatihan untuk menambah pemahaman karyawan mengenai risiko sosial dan lingkungan hidup. / The main challenge in the implementation of the ESMS is the difficulty of conducting due diligence on industries that are considered social and environmental risks- friendly. This results in the possibility of social and environmental risk exposure in the debtor’s or potential debtor’s business venture cannot be identified from the outset. The Bank will continue to disseminate ESMS periodically to related work units, and continue to improve training to increase employee’s understanding of social and environmental risks.

Stakeholder Mapping

The determination of content and material topics in the Hana Bank’s Sustainability Report involves and considers the stakeholder’s needs. By identifying the stakeholder’s needs, we can determine the accuracy of the reporting objectives of the Bank’s programs and policies. The results of the identification of important stakeholder’s issues and our strategic plan to fulfill them are described as follows.

Penentuan Isi dan Topik Material Laporan Keberlanjutan The Determination of Content and Material Topic of the Sustainability Report


Pemangku KepentinganStakeholders

Metode PelibatanEngagement Methods

Isu PentingImportant Issues

Rencana StrategisStrategic Plan

Pemerintah dan Regulator

Government and Regulator

Pelaporan secara berkala.

Periodic reporting.

Kepatuhan terhadap peraturan dan ketentuan yang berlaku, termasuk tanggung jawab terhadap lingkungan hidup.

Compliance with applicable rules and regulations, including responsibility for the environment.

• Penyampaian laporan kepada Bank Indonesia dan Otoritas Jasa Keuangan;

• Produk dan/atau jasa keuangan berkelanjutan; serta

• Pemenuhan kewajiban perpajakan.• Submission of reports to Bank Indonesia

and the Financial Services Authority;• Sustainable financial products and/or

services; and• Fulfillment of tax obligations.

Karyawan

Employee

• Focus Group Discussion (FGD);• Gathering karyawan;• Survei keterlibatan karyawan;

serta• Sarana pengaduan karyawan.

• Focus Group Discussion (FGD);• Employee gatherings;• Employee engagement

surveys; and• Employee complaint facility.

• Pengelolaan ketenagakerjaan yang adil dan bertanggung jawab; serta

• Kesehatan dan keselamatan kerja.

• Fair and responsible employment management; and

• Occupational Health and Safety.

• Kesetaraan dan keadilan dalam rekrutmen, pengembangan kompetensi, dan pengembangan karier;

• Remunerasi yang layak dan kompetitif; • Tunjangan kesehatan dan kecelakaan kerja;• Pengelolaan sarana dan prasarana

keselamatan kerja; serta• Program pensiun.• Equality and fairness in recruitment,

competency development and career development;

• Adequate and competitive remuneration;• Health benefits and work accidents;• Management of work safety facilities and

infrastructure; and• Pension program.

Nasabah

Customer

• Survei kepuasan nasabah; serta

• Sarana pengaduan nasabah.

• Customer satisfaction survey; and

• Customer complaint facility.

• Produk dan layanan; • Keamanan dana simpanan;

serta• Keamanan informasi

nasabah. • Products and services;• Security of savings funds;

and• Security of customer

information.

• Penciptaan produk dan jasa yang menarik dan kompetitif;

• Ikut serta dalam Lembaga Penjaminan Simpanan (LPS); serta

• Peningkatan keandalan teknologi informasi.• Development of attractive and competitive

products and services;• Participating in the Indonesia Deposit

Insurance Corporation (LPS); and• Increased information technology reliability.

Mitra Usaha

Business Partner

• Perumusan kontrak kerja; serta

• Survei kepuasan mitra.

• Preparation of employment contracts; and

• Partner satisfaction survey.

• Perlakuan yang adil dan setara; serta

• Ketepatan waktu pembayaran.

• Fair and equal treatment; and

• On time payment.

• Penetapan mitra usaha berdasarkan prosedur yang disepakati; serta

• Pemenuhan kewajiban pembayaran secara tepat waktu.

• Determination of business partners based on agreed procedures; and

• Fulfillment of payment obligations in a timely manner.

Masyarakat

Community

Website dan sarana komunikasi lainnya.

Website and other communication facility.

• Peningkatan kesejahteraan ekonomi dan sosial; dan

• Informasi aktivitas Bank.

• Increasing economic and social welfare; and

• Bank activity information.

• Penggunaan tenaga kerja lokal;• Pengembangan UMKM;• Pelaksanaan aksi sosial; dan• Pemutakhirkan website Bank secara berkala.• Use of local labor;• MSME development;• Implementation of social activities; and• Update the Bank’s website regularly.

Media

Media

• Paparan publik;• Media gathering; dan• Keterbukaan informasi pada

website atau media terpilih.

• Public exposure;• Media gathering; and• Information disclosure on

selected websites or media.

Kinerja dan aktivitas Bank.

Bank performance and activities.

• Pelaksanaan public expose dan media gathering;

• Pemutakhirkan website Bank secara berkala; dan

• Penyampaian informasi pada media harian berperadaran nasional.

• Conducting public expose and media gatherings;

• Updating the Bank’s website regularly; and• Submission of information to daily media

with national circulation.



Material Topics

Based on important issues relevant to the stakeholders and the focus of Hana Bank’s sustainability in 2020, we determined material topics to be addressed in this Sustainability Report. The material topics are grouped based on the level of materiality, as shown in the following matrix.

Topik Material

Berdasarkan isu-isu penting yang relevan bagi para pemangku pentingan dan fokus keberlanjutan Bank Hana di tahun 2020, kami menentukan topik material untuk disampaikan dalam Laporan Keberlanjutan ini. Topik material tersebut dikelompokkan berdasarkan tingkat materialitasnya, sebagaimana ditunjukkan pada matriks berikut.

Berp

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Per

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Pe

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Impa

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Cons

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Mak

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Deci

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Berpengaruh Signifikan bagi Keberlangsungan Usaha Bank HanaHas a Significant Impact on Hana Bank’s Business Continuity

Matriks Topik Material / Material Topic Matrix

Kinerja Ekonomi Economy

Performance

Tata Kelola Keberlanjutan Sustainability Governance

Kerahasiaan Data NasabahCustomer Data Confidentiality

Inklusi Keuangan dan Pengembangan Masyarakat

Community Development and Finance Inclusion

Pembiayaan Kegiatan Usaha Berkelanjutan Sustainable Business Activities Financing

Pengembangan Kompetensi Karyawan Employee Competency

Development

Energi dan Sumber Daya

Energy and Resources

Sangat Tinggi Very High

Tinggi High

Daftar Topik Material dan Batasan List of Material Topics and Limitations

Topik MaterialMaterial Topic

Alasan Bersifat MaterialMaterial Reason

Aspek Ekonomi / Economy Aspect

Kinerja EkonomiEconomy Performance

Pertumbuhan ekonomi menjaga keberlangsungan usaha Bank.Economic growth maintains the sustainability of the Bank’s business.

Pembiayaan Kegiatan Usaha BerkelanjutanSustainable Business Activities Financing

Pertumbuhan pembiayaan kegiatan usaha berkelanjutan penting untuk mendukung penerapan keuangan berkelanjutan dan SDGs.Sustainable business activities financing growth is important to support the implementation of sustainable finance and SDGs.

Tata Kelola KeberlanjutanSustainability Governance

Organisasi dan sistem yang memadai sangat penting untuk mendukung keberhasilan pencapaian target keuangan berkelanjutan.Adequate organization and systems are essential to support the successful achievement of sustainable finance targets.

Aspek Sosial / Social Aspect

Kerahasiaan Data NasabahCustomer Data Confidentiality

Bank wajib merahasiakan informasi mengenai identitas dan transaksi nasabah untuk melindunginya dari dampak negatif.Banks are required to keep confidential all information related to customer identities and transactions to protect them from negative impacts.

Pengembangan Kompetensi KaryawanEmployee Competency Development

Pendidikan dan pelatihan karyawan diperlukan untuk menunjang pengembangan produk dan jasa yang andal, serta pengelolaan ketenagakerjaan yang memadai.Employee education and training is needed to support the development of reliable products and services, as well as adequate employment management.

Inklusi Keuangan dan Pengembangan MasyarakatCommunity Development and Finance Inclusion

Kehadiran Bank harus berdampak langsung kepada peningkatan kualitas hidup masyarakat, baik dalam pemahaman terkait perbankan maupun terkait kesejahteraan ekonomi dan sosial.The presence of a Bank must have a direct impact on improving the quality of life of the community, in terms of understanding related to banking or related to economic and social welfare.

Aspek Lingkungan / Environment Aspect

Energi dan Sumber DayaEnergy and Resources

Aktivitas perbankan menggunakan energi dan sumber daya tertentu yang besar sehingga perlu diefisienkan penggunaannya untuk mengurangi dampak negatif terhadap lingkungan hidup.Banking activities use large amounts of energy and certain resources, so it is necessary to use them more efficiently to reduce the negative impact on the environment.

Penentuan Isi dan Topik Material Laporan Keberlanjutan The Determination of Content and Material Topic of the Sustainability Report


Visi, Misi, dan Nilai-Nilai PerusahaanCorporate Vision, Mission, and Values

Visi Keberlanjutan

Sustainability Vision

MisiKeberlanjutan

Sustainability Mission

NilaiKeberlanjutan

Sustainability Values

Menjadi Bank terbaik yang berfokus pada nasabah dan keuangan berkelanjutan di

Indonesia.

To be the best Bank focusing on customers and sustainable

financing in Indonesia.

Memberikan pelayanan perbankan yang cepat, nyaman, dan

berorientasi kepada kepuasan nasabah serta memiliki komitmen

yang tinggi dalam penerapan keuangan berkelanjutan di

Indonesia.

To provide with fast, convenient and customer-satisfaction-oriented banking services as well as to have high commitment on sustainable

finance implementation in Indonesia.

Kontribusi Bank Hana dalam upaya pencapaian tujuan pembangunan

berkelanjutan di Indonesia dilaksanakan melalui strategi utama, yaitu peningkatan

pertumbuhan portofolio pembiayaan yang sesuai dengan prinsip keuangan

berkelanjutan, disertai dengan pengembangan kompetensi dan kapasitas

SDM internal secara berkesinambungan serta penerapan aspek sosial dan lingkungan

hidup ke dalam pengelolaan risiko.

Hana Bank’s contribution in efforts to achieve sustainable development goals in Indonesia

is carried out through the main strategy, i.e. increasing financing portfolio growth in

accordance with the principles of sustainable finance, complemented by the continuous development of competence and capacity of internal Human Resources as well as the

application of social and environmental aspects into risk management.

PROFIL PERUSAHAANCompany Profile

Jaringan Kantor Cabang

Branch Office Network

Layanan Mesin ATMATM Service

Jumlah KaryawanTotal Employees

Rasio Karyawan Pria dan Wanita

Ratio of Men and Women Employees

53 220 1,093 1 : 1.16Unit / Units Unit / Units Orang / People



Sekilas Bank HanaHana Bank at a Glance

Nama Perusahaan / Company’s NamePT Bank KEB Hana Indonesia

Bidang Usaha / Business LinePerbankan / Banking

Status Perusahaan / Company’s StatusPerusahaan tertutup yang menjual obligasi.Private limited company selling bonds.

Kode Swift /Swift Code

HNBNIDJA

Mangkuluhur City Tower One Lt. 11Jl. Jenderal Gatot Subroto Kav. 1-3Jakarta Selatan, 12930T : (+6221) 5081 1111F : (+6221) 5081 1123E : [email protected] : www.hanabank.co.id

Kode Bank / Bank Code

484

Akta Pendirian / Deed of Establishment

Akta No. 25 tanggal 27 April 1971 oleh Notaris Andjar Djarkasih, pengganti dari Notaris Soedjono, di Jakarta.Deed No. 25 dated 27 April 1971 by Notary Andjar Djarkasih, as a substitute for Notary Soedjono, in Jakarta.

Modal Ditempatkan dan Disetor Penuh / Issued and Fully Paid-up Capital

Rp3,160,092,563,000,-

Peringkat / Rating• National Long Term Rating ‘AAA(idn)’, Fitch Ratings Indonesia 2020;

dan/and• National Long Term Rating ‘F1+(idn)’, Fitch Ratings Indonesia 2020.

Total Karyawan / Total Employees

1,093 orang / people

Modal Dasar / Authorized Capital

Rp4,600,000,000,000,-

Media Sosial /Social Media

: hanabank.id

: Hana Bank Indonesia

: Hana Bank IndonesiaAlamat Perusahaan / Company’s Address

Profil Perusahaan Company Profile


Dasar Hukum Perubahan /Legal Basis of Amendment

• Surat Keputusan Menteri Keuangan Republik Indonesia No. 1306/KMK.013/1989 tanggal 30 November 1989 tentang Pemberian Izin Usaha Peningkatan Status PT Bank Pasar Pagi Madju menjadi Bank Umum dengan Nama PT Bank Bintang Manunggal di Jakarta;

• Surat Keputusan Gubernur Bank Indonesia No. 10/20/KEP.GBI/2008 tanggal 18 Maret 2008 tentang Perubahan Izin Usaha Atas Nama PT Bank Bintang Manunggal menjadi Izin Usaha Atas Nama PT Bank Hana;

• Keputusan Dewan Komisioner Otoritas Jasa Keuangan No. 6/KDK.03/2014 tanggal 11 Februari 2014 tentang Pemberian Izin Penggabungan Usaha (Merger) PT Bank KEB Indonesia ke dalam PT Bank Hana; dan

• Keputusan Dewan Komisioner Otoritas Jasa Keuangan No. 13/KDK.03/2014 tanggal 27 Juni 2014 tentang Penetapan Penggunaan Izin Usaha Atas Nama PT Bank Hana menjadi Izin Usaha Atas Nama PT Bank KEB Hana Indonesia.

Jaringan ATM /ATM Network

ATM Bank Hana : 220 ATM dan CRM / 220 ATMs and CRMsATM PRIMA : >101.000 ATM / >101,000 ATMsATM dalam jaringan VISA / : >1,9 juta ATM / >1.9 million ATMs ATM within VISA networkATM Bersama : >87.758 ATM / >87,758 ATMs

Jaringan Perusahaan / Company Network

53 kantor layanan di seluruh Indonesia53 service offices throughout Indonesia

Kepemilikan Saham /Share Ownership

KEB Hana Bank, Seoul : 69.01% LINE Financial Asia Corporation Limited : 20.00% International Finance Corporation : 9.98% Bambang Setijo : 0.85% Biantoro Setijo : 0.16%

69.01%20.00% 9.98% 0.85% 0.16%

• Decree of Minister of Finance of the Republic of Indonesia No. 1306/KMK.013/1989 dated 30 November 1989 on Business License Issue on Status Improvement for PT Bank Pasar Pagi Madju to be Commercial Bank under the name of PT Bank Bintang Manunggal in Jakarta;

• Decision of the Governor of Bank Indonesia No. 10/20/KEP.GBI/2008 dated 18 March 2008 on the Change of Business License in the name of PT Bank Bintang Manunggal to Business License in the name of PT Bank Hana;

• Decision of the Board of Commissioners of Financial Services Authority (OJK) No. 6/KDK.03/2014 dated 11 February 2014 on the Business Merger License Grant (Merger) of PT Bank KEB Indonesia into PT Bank Hana; and

• Decision of the Board of Commissioners of Financial Services Authority (OJK) No. 13/KDK.03/2014 dated 27 June 2014 on the Stipulation on Applying Business License in the name of PT Bank Hana to be Business License in the name of PT Bank KEB Hana Indonesia.



Skala OrganisasiOrganizational Scale

Uraian SatuanUnit 2020 2019 2018 Description

Aspek Keuangan Financial Aspects

Pendapatan Bunga - Neto

Juta RupiahMillion Rupiah

1,487,697 1,501,145 1,479,483 Interest Income – Net

Pendapatan Bunga 2,864,500 3,442,748 3,004,473 Interest Income

Beban Bunga (1,376,803) (1,941,603) (1,524,990) Interest Expense

Pendapatan Operasional Lainnya 303,696 221,868 182,492 Other Operating Income

Laba Bersih 489,104 546,850 545,445 Net Income

Total Aset 42,689,638 45,050,371 46,206,842 Total Assets

Total Liabilitas 32,778,285 35,630,993 39,584,439 Total Liabilities

Total Ekuitas 9,911,353 9,419,378 6,622,403 Total Equity

Aspek Operasional Operational Aspects

Jaringan Kantor

Unit

54 61 66 Office Network

Kantor Pusat 1 1 1 Head Office

Kantor Cabang (KC) 16 16 16 Branch Offices

Kantor Cabang Pembantu (KCP) 33 39 39 Sub-Branch Offices

Kantor Kas (KK) 4 5 6 Cash Offices

Kantor Pembantu Kas (KPK) - - 4 Sub-Cash Offices

Kantor Fungsional Non-Operasional - - - Non-Operational Functional Offices

Total Karyawan OrangPeople 1,093 1,140 1,246 Total Employees

Jaringan ATM Unit 220 232 235 ATM Network

Total Nasabah Produk Simpanan Unit

RekeningAccount Unit

225,908 241,495 227,640 Total Customers of Savings Product

Jumlah Karyawan Berdasarkan Status Kepegawaian Total Employees by Employment Status

UraianDescription

2020 2019 2018

PriaMale

WanitaFemale

PriaMale

WanitaFemale

PriaMale

WanitaFemale

OrangPeople % Orang

People % OrangPeople % Orang


People %

Karyawan Tetap / Permanet Employees 467 42.73 559 51.14 492 43.16 581 50.96 512 41.09 580 46.55

Karyawan Kontrak / Contractual Employees 38 3.48 29 2.65 31 2.72 36 3.16 65 5.22 89 7.14

Sub Total 505 46.20 588 53.80 523 45.88 617 54.12 577 46.31 669 53.69

Total 1,093 1,140 1,246



Jumlah Karyawan Berdasarkan Level Jabatan Total Employees by Level of Position

UraianDescription

2020 2019 2018

PriaMale

WanitaFemale

PriaMale

WanitaFemale

PriaMale

WanitaFemale

OrangPeople % Orang



People %

Manajerial / Managerial 193 17.66 142 12.99 186 16.32 143 12.54 187 15.01 128 10.27

Supervisor 219 20.04 291 26.62 238 20.88 298 26.14 282 22.63 362 29.05

Staff 93 8.51 155 14.18 99 8.68 176 15.44 108 8.67 179 14.37

Sub Total 505 46.20 588 53.80 523 45.88 617 54.12 577 46.31 669 53.69

Total 1,093 1,140 1,246

Jumlah Karyawan Berdasarkan Tingkat Pendidikan Total Employees by Educational Level

UraianDescription

2020 2019 2018

PriaMale

WanitaFemale

PriaMale

WanitaFemale

PriaMale

WanitaFemale

OrangPeople % Orang



People %

S2 / Master 51 4.67 27 2.47 54 4.74 24 242.11 53 4.25 16 1.28

S1 / Bachelor 403 36.87 481 44.01 407 35.70 494 43.33 464 37.24 552 44.30

D3 / Diploma 23 2.10 48 4.39 22 1.93 52 4.56 20 1.61 56 4.49

SLTA / High School 28 2.56 32 2.93 40 3.51 47 4.12 40 3.21 45 3.61

Sub Total 505 46.20 588 53.80 523 45.88 617 54.12 577 46.31 669 53.69

Total 1,093 1,140 1,246

Jumlah Karyawan Berdasarkan Usia Total Employees by Age

UraianDescription

2020 2019 2018

PriaMale

WanitaFemale

PriaMale

WanitaFemale

PriaMale

WanitaFemale

OrangPeople % Orang



People %

> 46 Tahun / Years Old 74 6.77 40 3.66 70 6.14 36 3.16 75 6.02 33 2.65

36-45 Tahun / Years Old 170 15.55 156 14.27 158 13.86 142 12.46 147 11.80 114 9.15

26-35 Tahun / Years Old 235 21.50 361 33.03 271 23.77 387 33.95 305 24.48 428 34.35

≤ 25 Tahun / Years Old 26 2.38 31 2.84 24 2.11 52 4.56 50 4.01 94 7.54

Sub Total 505 46.20 588 53.80 523 45.88 617 54.12 577 46.31 669 53.69

Total 1,093 1,140 1,246



Produk dan JasaProducts and Services

Produk/Jasa TreasuryTreasury Products/

Services

Produk SimpananSavings Products

Produk PinjamanLoan Products

Produk BancassuranceBancassurance

Product

• Tabungan KEB Hana;• Tabungan Berjangka KEB Hana;• Tabunganku;• Rekening Giro;• Deposito; dan• Premium Account.

• KEB Hana Savings;• KEB Hana Future Savings;• Tabunganku;• Current Account• Deposits; and• Premium Account.

• Kredit Tanpa Agunan;• Kredit Pemilikan Rumah;• Kredit Pemilikan Mobil;• Kredit Modal Kerja;• Kredit Investasi;• Kredit Sindikasi (Club Deal); dan• Value Chain Financing.

• Unsecured Loans;• Home Ownership Credit;• Car Ownership Credit;• Working Capital Credit;• Investment Credit;• Loan Syndication (Club Deal);

and• Value Chain Financing.

• Telegraphic Transfer (GBP/USD, EUR/USD, AUD/USD, USD/JPY, USD/HKD, USD/SGD, USD/KRW, USD/CNY, dan USD/IDR);

• Penjualan valuta asing (KRW dan USD);

• Currency Forward;• Currency Swap;• Obligasi Subordinasi IDR

dan USD; • Negotiable Certificate of Deposite

(NCD); serta• Medium Term Note (MTN).

• Telegraphic Transfer (GBP/USD, EUR/USD, AUD/USD, USD/JPY, USD/ HKD, USD/SGD, USD/KRW, USD/CNY, and USD/IDR);

• Foreign Exchange Sales (KRW and USD);

• Currency Forward;• Currency Swap;• Subordinated Bonds IDR

and USD;• Negotiable Certificate of

Deposite (NCD); and • Medium Term Note (MTN).

Produk bancassurance bekerja sama dengan:• PT Chubb Life Insurance

Indonesia;• PT Avrist Insurance;• PT Hanwha Life Indonesia;• PT Asuransi Jiwasraya (Persero);• PT FWD Life Indonesia; dan• PT Tokio Marine Life Insurance

Indonesia.

Bancassurance products cooperate with:• PT Chubb Life Insurance

Indonesia;• PT Avrist Insurance;• PT Hanwha Life Indonesia;• PT Asuransi Jiwasraya (Persero);• PT FWD Life Indonesia; and• PT Tokio Marine Life Insurance

Indonesia.



Produk Reksa DanaMutual Fund Products

Jasa TradeTrade Services

Kartu DebitDebit Card

Layanan E-ChannelE-Channel Services

Layanan LainnyaOther Services

• Kartu Debit KEB Hana berlogo Visa;

• Kartu Debit KEB Hana berlogo Gerbang Pembayaran Nasional (GPN); dan

• Kartu Debit KEB Hana Priority Banking.

• KEB Hana Debit Card with Visa Logo;

• KEB Hana Debit Card with Gerbang Pembayaran Nasional (GPN) Logo; and

• KEB Hana Priority Banking Debit Card.

• Internet Banking; dan• Mobile Banking.

• Internet Banking; and• Mobile Banking.

• Bank Hana Priority Banking;• Kas Keliling;• ATM Keliling;• Pembayaran Tagihan; • Mesin EDC; dan• Safe Deposit Box.

• Hana Bank Priority Banking;• Mobile Cash;• Mobile ATM;• Bill Payment;• EDC Machine; and• Safe Deposit Box.

• Reksa Dana Pasar Uang;• Reksa Dana Pendapatan Tetap;• Reksa Dana Saham;• Reksa Dana Campuran; dan• Reksa Dana Terproteksi.

• Sight and Usance LC/SKBDN;• UPAS LC;• Trust Receipt;• Transferable LC;• Shipping Guarantee;• Bank Garansi; dan• Negosiasi Dokumen LC.

• Money Market Mutual Fund;• Fixed Income Mutual Fund;• Share Mutual Fund;• Mixed Mutual Fund; and• Protected Mutual Fund.

• Sight and Usance LC/SKBDN;• UPAS LC;• Trust Receipt;• Transferable LC;• Shipping Guarantee;• Bank Guarantee; and• LC Documents Negotiation.



Wilayah OperasionalAreas of Operations

ATM On-Site

ATM Off-Site

Layanan ATM KelilingMobile ATM Service

Unit Mobil KelilingUnit of Mobile CarKantor Cabang

Branch Office

53

88132

3

1



Perubahan Signifikan di Tahun 2020Significant Changes in 2020

Di tahun 2020, kami melakukan perubahan pada jaringan kantor sesuai dengan RBB, yaitu:1. Membuka 1 Kantor Fungsional Non-Operasional untuk

call centre dan collection di Jakarta;2. Memindahkan alamat KCP Pantai Indah Kapuk; 3. Menutup 6 Kantor Cabang Pembantu, yaitu KCP

Ciracas, KCP Cicurug, KCP Glodok, KCP Sawah Besar, KCP ITC BSD, dan KCP Sadang;

4. Melakukan peningkatan status pada Kantor Cabang Medan Sudirman; serta

5. Menurunkan status pada Kantor Cabang Pembantu Medan MT Haryono.

In 2020, we made changes to our office network in accordance with the RBB, namely:1. Opened 1 Non-Operational Functional Office for call

centers and collections in Jakarta;2. Moved KCP Pantai Indah Kapuk to another address;3. Closed 6 Sub-Branch Offices, i.e. KCP Ciracas, KCP

Cicurug, KCP Glodok, KCP Sawah Besar, KCP ITC BSD, and KCP Sadang;

4. Upgraded the status of Sudirman Branch Office in Medan; and

5. Lowered the status of MT Haryono Sub-Branch Office in Medan.



The sustainable finance implementation at Hana Bank needs to be based on the implementation of strong sustainable financial governance principles. This strengthening of the implementation basis is carried out by integrating the economic, social, and environmental aspects management, as described below.

Peningkatan Kualitas Penerapan Environmental

and Social Risk Management System serta

Analisis IndustriImprovement of the

Environmental and Social Risk Management System Implementation Quality

and Industry Analysis

Penerapan Tata Kelola Keuangan Berkelanjutan

Tahun 2020 di Tahap Implementasi Lanjutan

Implementation of Sustainable Financial

Governance in 2020 at the Advanced Implementation

Stage

Pengembangan Kompetensi terkait

Keuangan BerkelanjutanCompetency Development

related to Sustainable Finance

Sepanjang Tahun 2020 Tidak Terdapat Laporan

Kasus Fraud yang Diterima Bank Hana

There Was No Report of Fraud Cases Received by Hana Bank Throughout

2020484

Rp21,198,816Peserta / Participants

TATA KELOLA KEBERLANJUTANSustainability Governance

Prinsip Tata Kelola Keuangan BerkelanjutanSustainable Financial Governance Principles

Penerapan keuangan berkelanjutan di Bank Hana perlu didasarkan pada penerapan prinsip tata kelola keuangan berkelanjutan yang kokoh. Penguatan dasar penerapan ini dilakukan dengan mengintegrasikan pengelolaan aspek ekonomi, sosial, dan lingkungan, sebagaimana dijelaskan berikut.

Prinsip Keuangan BerkelanjutanSustainable Finance Principles

Bentuk Internalisasi di Bank HanaInternalization at Hana Bank

Investasi Bertanggung Jawab

Responsible Investment

Keputusan investasi kami mempertimbangkan faktor ekonomi, sosial, lingkungan hidup, dan tata kelola agar dapat mengelola risiko secara lebih baik dan menghasilkan keuntungan jangka panjang yang berkelanjutan. Our investment decisions consider economic, social, environmental and governance factors in order to better manage risk and generate long-term, sustainable returns.

Strategi dan Praktik Bisnis Berkelanjutan

Sustainable Business Strategies and Practices

Kami berfokus pada pencapaian tujuan jangka panjang dan menetapkan strategi jangka pendek untuk mencapainya.We focus on achieving long-term goals and setting short-term strategies to achieve them.



Prinsip Keuangan BerkelanjutanSustainable Finance Principles

Bentuk Internalisasi di Bank HanaInternalization at Hana Bank

Pengelolaan Risiko Sosial dan Lingkungan Hidup

Environmental and Social Risk Management

Kami menerapkan prinsip kehati-hatian dalam mengukur risiko sosial dan lingkungan hidup dari aktivitas penghimpunan dan penyaluran dana.We apply the prudence principle in measuring social and environmental risks on the raising and channeling funds activities.

Tata Kelola

Governance

Manajemen dan seluruh aktivitas operasi kami menerapkan prinsip “TARIF”, yaitu transparansi, akuntabilitas, tanggung jawab, independensi, serta kewajaran dan kesetaraan, secara konsisten.The Management and all of our operating activities consistently apply the “TARIF” principle, i.e. transparency, accountability, responsibility, independence, fairness and equality.

Komunikasi yang Informatif

Informative Communication

Kami menyediakan laporan yang informatif, mencakup strategi, tata kelola, kinerja, dan prospek ke depan.We provide informative reports, covering strategy, governance, performance and future prospects.

Inklusif

Inclusive

Kami berupaya menjamin ketersediaan dan keterjangkauan produk dan layanan sehingga dapat diakses oleh seluruh lapisan masyarakat, bahkan termasuk yang belum memiliki akses terhadap produk dan layanan perbankan.We strive to ensure the availability and affordability of products and services so they can be accessed by all levels of society, including those who do not have access to banking products and services.

Pengembangan Sektor Unggulan Prioritas

The Development of Priority Leading Sector

Kami mempertimbangkan sektor-sektor unggulan prioritas yang telah ditetapkan oleh pemerintah melalui Rencana Pembangunan Jangka Menengah (RPJM) dan Rencana Pembangunan Jangka Panjang (RPJP). Dalam hal ini, kami memfokuskan pembiayaan pada 12 kategori kegiatan usaha berkelanjutan.We consider priority leading sectors set by the Government through the Medium-Term Development Plan (RPJM) and the Long Term Development Plan (RPJP). In this case, we focus on financing in 12 sustainable business activities categories.

Koordinasi dan Kolaborasi

Coordination and Collaboration

Dalam rangka menyelaraskan kebijakan, strategi, peluang bisnis, dan inovasi produk dan layanan dengan kepentingan nasional, kami berpartisipasi dalam forum/kegiatan/kerja sama terkait keuangan berkelanjutan, baik pada tingkat lokal, nasional, maupun regional.In order to align policies, strategies, business opportunities, as well as products and services innovation with national interests, we participate in forums/activities/cooperation on sustainable finance, both at the local, national, and regional levels.



A successful good sustainable financial governance implementation is important so the sustainable finance application can go as planned. The application goes through several implementation stages which are described as follows.

In 2020, we have entered the advanced implementation stage for sustainable financial governance implementation. Each activity at this stage has been equipped with a program implementation evaluation system as well as strategies to overcome challenges so the quality of the implementation can be improved in each implementation period.

Keberhasilan penerapan tata kelola keuangan berkelanjutan yang baik menjadi penting agar pelaksanaan keuangan berkelanjutan dapat berjalan sesuai dengan yang direncanakan. Penerapannya melalui beberapa tahapan implementasi yang dijelaskan sebagai berikut.

Tahap PersiapanPreparation Stage

• Edukasi intern;• Identifikasi unit yang terkait

keuangan berkelanjutan;• Evaluasi RAKB jangka pendek

dan jangka panjang untuk disesuaikan dengan aspek keuangan berkelanjutan.

• Internal education;• Identification of units related to

sustainable finance;• Evaluation of short-term and

long-term RAKB to be adjusted to the sustainable financial aspects.

Tahap Implementasi AwalEarly Implementation Stage

• Pengembangan kompetensi karyawan;

• Penunjukan unit tertentu yang bertanggung jawab terhadap pelaksanaan keuangan berkelanjutan;

• Pengelolaan lingkungan intern yang ramah lingkungan hidup;

• Penyesuaian klasifikasi kegiatan usaha Bank dengan kriteria dan kategori kegiatan usaha berkelanjutan.

• Employee competency development;

• Appointment of a specific unit responsible for the implementation of sustainable finance;

• Environmentally friendly internal environmental management;

• Adjustment of the classification of the Bank’s business operations with the sustainable business activities criteria and categories.

Tahap Implementasi LanjutanAdvance Implementation Stage

• Pengembangan karyawan tingkat lanjut;

• Pengembangan portofolio;• Pengawasan dan pelaporan;• Penyusunan sistem pengelolaan

bisnis yang mengintegrasikan komponen sosial, lingkungan hidup, dan tata kelola dalam pengelolaan risiko;

• Edukasi nasabah.

• Advanced employee development;

• Portfolio development;• Monitoring and reporting;• Preparation of a business

management system that integrates social, environmental and governance components in risk management;

• Customer education.

Di tahun 2020, kami telah memasuki tahap implementasi lanjutan untuk penerapan tata kelola keuangan berkelanjutan. Setiap kegiatan pada tahapan tersebut telah dilengkapi dengan sistem evaluasi pelaksanaan program serta strategi untuk mengatasi tantangan sehingga kualitas penerapannya dapat meningkat pada setiap periode pelaksanaan.

Tahapan Penerapan Tata Kelola Keuangan BerkelanjutanSustainable Financial Governance Implementation Stages



The sustainable finance implementation in Hana Bank involves several related units, particularly Credit Reviewers and Business Units, which are also risk owners. Meanwhile, monitoring and evaluation of its implementation is the responsibility of the Risk Management Work Unit (SKMR). The evaluation stage can also involve units related to the program in the RAKB to analyze the gap between the realization and the plan or, if needed, acceleration to realize the RAKB. If there is a deviation between the realization and the plan, then corrective action will be taken, accompanied by a review of existing policies related to the program in the RAKB.

In implementing sustainable financial governance, the Board of Commissioners and Board of Directors will play an active role in conducting comprehensive supervision, particularly on sustainable financial risk management. With the support of the Risk Monitoring Committee, the Board of Commissioners supervise control of risk exposures in accordance with applicable regulations. Meanwhile, the Board of Directors supervise risk management in accordance with its duties and responsibilities. Collegially, the Board of Directors will also evaluate and ensure the effectiveness of the risk management implementation.

To increase the capacity of executor staff and persons in charge of sustainable finance, we have sent related unit personnel to participate in various sustainability finance competency development programs.

Penerapan keuangan berkelanjutan di Bank Hana melibatkan beberapa unit yang terkait, khususnya Credit Reviewer dan Business Unit, yang juga merupakan pemilik risiko. Sedangkan, pengawasan dan evaluasi penerapannya menjadi tanggung jawab Satuan Kerja Manajemen Risiko (SKMR). Tahap evaluasi juga dapat melibatkan unit yang terkait dengan program dalam RAKB untuk menganalisis kesenjangan antara realisasi dengan rencana ataupun jika diperlukan aksi percepatan untuk merealisasikan RAKB. Apabila terdapat deviasi antara realisasi dengan rencana, maka tindakan korektif akan ditempuh, disertai dengan kaji ulang kebijakan yang ada terkait program dalam RAKB.

Dalam penerapan tata kelola keuangan berkelanjutan, Dewan Komisaris dan Direksi akan berperan aktif dalam melakukan pengawasan yang menyeluruh, khususnya terhadap manajemen risiko keuangan berkelanjutan. Dengan dukungan Komite Pemantau Risiko, Dewan Komisaris mengawasi pengendalian terhadap eksposur risiko sesuai ketentuan yang berlaku. Sedangkan, Direksi mengawasi manajemen risiko yang sesuai dengan tugas dan tanggung jawabnya. Secara kolegial, Direksi juga akan mengevaluasi dan memastikan efektivitas pelaksanaan manajemen risiko tersebut.

Untuk meningkatkan kapasitas pelaksana dan penanggung jawab keuangan berkelanjutan, maka kami mengikutsertakan personil unit terkait dalam berbagai program pengembangan kompetensi keuangan keberlanjutan.

Program Pendidikan/PelatihanTraining/Education Program

PenyelenggaraOrganizer

Periode Pelaksanaan


PesertaParticipant

Unit JumlahTotal

Training Analisis Lingkungan Tingkat Dasar Tahun 2020 / Basic Environmental Analysis Training in 2020

Trisakti Sustainability Center (TSC)

12 November 202112 November 2021

Business, Direct Report to CEO,

Compliance, dan RiskBusiness, Direct Report to CEO,

Compliance, and Risk

20 Orang People

Training Aspek Lingkungan (AMDAL) dalam Pemberian Kredit (Sustainable Finance) / Environmental Aspect (AMDAL) Training in Channelling Credit (Sustainable Finance)

Bank Hana

1 November 2020- 31 Desember 20211 November 2020- 31 December 2020

Seluruh KaryawanAll Employees

462 Orang People

Sosialisasi Sustainable Finance (E-Learning) / Dissemination of Sustainable Finance (E-Learning)

Otoritas Jasa KeuanganFinancial Service Authority

3-6 Maret 2021 3-6 March 2021

Risk dan BusinessRisk and Business

2 Orang People

Biaya Program Pengembangan Kompetensi Keberlanjutan / Sustainability Competency Development Program Costs Rp 21,198,816

Penanggung Jawab Penerapan Keuangan BerkelanjutanSustainable Finance Implementation Person in Charge



Risk Management Process

As the implementor of sustainable financial intermediation function, we recognize the importance of our role in striving for prudent financing growth and meeting the aspects of sustainable financial risk management. In this case, there are 2 aspects of risk management that we need to pay attention to, as described below.

1. Credit Channelling Business We diversify our credit channelling mechanism, in terms

of debtor grouping and the type of business/industry to be financed. We have set limits on channelling credit to non-individual and group-related debtors, as well as limits for channelling credit in certain industrial sectors. This will minimize the risk of loss on the credit portfolio, if economic conditions deteriorate.

Regarding diversification in the implementation of sustainable finance, we have established plans for channelling credit to 12 sustainable business activities categories in accordance with the Bank’s strategic plan as well as financing for the micro, small, and medium enterprises (MSMEs) sector.

2. Credit Analysis Before channelling credit, we first consider social and

environmental risks that can contribute to debtor credit risk. Therefore, we have required additional specific due diligence for business activities with high social and environmental risks by implementing ESMS and industry analysis.

We also strive to balance social and environmental aspects into all banking business activities through the social and environmental responsibility plan (TJSL). This TJSL will also cover corporate social responsibility (CSR) activities that are focused on the education and community welfare fields.

Proses Manajemen Risiko

Sebagai pelaksana fungsi intermediasi keuangan berkelanjutan, kami menyadari pentingnya peran dalam mengupayakan pertumbuhan pembiayaan yang prudent dan memenuhi aspek manajemen risiko keuangan berkelanjutan. Dalam hal ini, terdapat 2 aspek manajemen risiko yang perlu kami perhatikan, sebagaimana dijelaskan berikut.

1. Bisnis Penyaluran Kredit Kami melakukan diversifikasi dalam penyaluran kredit,

baik dari sisi pengelompokan debitur maupun jenis bisnis/industri yang akan dibiayai. Kami telah menetapkan limit penyaluran kredit kepada debitur tidak terkait individual dan grup, serta limit untuk penyaluran kredit pada sektor industri tertentu. Hal ini akan meminimalisir risiko kerugian pada portofolio kredit, jika kondisi ekonomi memburuk.

Terkait diversifikasi pada penerapan keuangan berkelanjutan, kami telah menetapkan rencana penyaluran kredit kepada 12 kategori kegiatan usaha berkelanjutan yang sesuai dengan rencana strategis Bank serta pembiayaan sektor usaha mikro, kecil, dan menengah (UMKM).

2. Analisis Kredit Sebelum menyalurkan kredit, kami terlebih dahulu

mempertimbangkan risiko sosial maupun lingkungan hidup yang dapat berkontribusi pada risiko kredit debitur. Oleh karena itu, kami telah mewajibkan uji kelayakan tambahan khusus bagi kegiatan usaha yang memiliki risiko tinggi pada aspek sosial dan lingkungan hidup dengan mengimplementasikan ESMS dan analisis industri.

Kami juga berupaya untuk menyeimbangkan aspek sosial dan lingkungan hidup ke dalam seluruh aktivitas usaha perbankan yang dijalankan melalui rencana tanggung jawab sosial dan lingkungan hidup (TJSL). TJSL ini juga akan mencakup pada aktivitas tanggung jawab sosial perusahaan (CSR) yang difokuskan pada bidang pendidikan dan kesejahteraan masyarakat.

Manajemen Risiko Keuangan BerkelanjutanSustainable Financial Risk Management



Untuk memastikan program manajemen risiko aspek sosial dan lingkungan hidup berjalan dengan efektif pada semua aktivitas, produk, dan jasa, kami melakukan beberapa langkah strategis yang diuraikan sebagai berikut. 1. Memastikan bahwa seluruh aktivitas yang kami

jalankan telah sesuai dengan persyaratan yang berlaku, sebagaimana telah diatur dalam kebijakan internal Bank.

2. Memastikan bahwa seluruh penyaluran kredit terhadap proyek telah ditinjau ulang secara berkala terhadap persyaratan yang berlaku.

3. Memaksimalkan upaya untuk memastikan bahwa seluruh penyaluran kredit terhadap proyek dilaksanakan sesuai dengan persyaratan yang berlaku secara berkesinambungan, selama Bank Hana membiayai proyek tersebut.

4. Memastikan bahwa Manajemen dan Pemegang Saham serta para nasabah memahami komitmen kebijakan yang disusun oleh Bank Hana pada bidang tersebut.

5. Dalam proses pemberian kredit, Bank akan melihat dampak pemberian kredit tersebut terhadap sosial dan lingkungan hidup, apakah debitur tersebut termasuk kategori potential high risk E&S debtor atau tidak.

6. Untuk setiap debitur yang termasuk potential high risk E&S debtor, kami akan melakukan proses due diligence lebih lanjut.

7. Hasil due dilligence yang berpotensi berdampak negatif terhadap sosial dan lingkungan hidup wajib disertai rencana aksi untuk mengelola risiko tersebut; dan

8. Laporan due dilligence akan menjadi salah satu faktor pertimbangan Komite Kredit.

Mitigasi Risiko

Bank Hana menyusun Daftar Pengecualian (exclusion list) dalam Kebijakan Kredit Bank untuk aktivitas/industri/bisnis yang tidak diperbolehkan untuk mendapatkan pembiayaan berdasarkan dampaknya terhadap sosial dan lingkungan hidup. Kami juga meningkatkan kualitas ESMS dan penerapannya dengan beberapa perubahan mendasar dari yang telah ada sebelumnya.

Penyempurnaan tersebut termasuk penyederhanaan pada kategori risiko untuk debitur baru (ataupun debitur existing yang ingin melakukan perpanjangan atau penambahan fasilitas kredit) yang memiliki risiko tinggi untuk selanjutnya diidentifikasi risiko sosial dan lingkungan hidupnya. Proses identifikasi (due diligence) dilakukan melalui media kuesioner yang harus diisi oleh pihak internal berdasarkan kunjungan ke lokasi proyek debitur. Selanjutnya, kuesioner tersebut akan menjadi bagian dari credit report dan bahan pertimbangan bagi Komite Kredit dalam pengambilan keputusan apakah debitur tersebut layak dibiayai atau tidak.

To ensure that the risk management program for social and environmental aspects runs effectively in all activities, products and services, we take several strategic steps which are described as follows.1. Ensuring that all of our activities are in accordance

with applicable requirements, as provided in the Bank’s internal policies.

2. Ensuring that all credit chanelling to any project have been re-reviewed periodically against applicable requirements.

3. Maximizing efforts to ensure that all credit chanelling to any project have conformed with applicable requirements in a sustainable way as long as Hana Bank still finances the project.

4. Ensuring that the Management and Shareholders as well as customers understand the commitment to policy prepared by Hana Bank on that particular matter.

5. In the process of credit extension, the Bank will review the credit extension process towards social and environmental aspects, whether the debtor is belongs to potentially high-risk E&S debtor category or not.

6. For any potentially high-risk E&S debtor, the Bank will carry out further due diligent process.

7. Due diligent analysis that resulted in potentially negative impacts on social and environmental aspects must be accompanied with action plan to manage such risks; and

8. The due diligent report will be one of many consideration factors by the Credit Committee.

Risk Mitigation

Hana Bank prepares an Exclusion List in the Bank’s Credit Policy for activities/industries/businesses forbidden from receiving financing due to their social and environmental impacts. We are also improving the quality of the ESMS and its implementation with some fundamental changes from previously-applied system.

These improvements include simplification of the risk categories for high-risk new debtors (or existing debtors who wish to extend or add their credit facilities) that will be further identified on related social and environmental risks. The identification process (due diligence) is conducted by using questionnaire that must be filled out by an internal party after a visit to the debtor’s project site. And then, the questionnaire will be part of the credit report and consideration for the Credit Committee to make decision whether the debtor is eligible for financing or not.



Terdapat beberapa faktor yang menjadi indikator dalam menentukan kategori risiko tinggi, yaitu:1. Debitur baru atau debitur existing dengan kondisi

penambahan fasilitas kredit atau penambahan plafond kredit yang sudah berjalan;

2. Project finance atau pinjaman investasi dengan jangka waktu lebih dari 36 bulan dan jumlah pinjaman lebih dari USD10 juta atau setara maupun pinjaman sindikasi dimana partisipasi Bank di atas 20% dan jumlah pinjaman lebih dari USD10 juta atau setara; dan

3. Diklasifikasikan sebagai aktivitas berisiko tinggi berdasarkan kategori industri.

Selanjutnya, kredit akan dibagi menjadi 2 kategori, yaitu non-high risk dan high risk. Portofolio dengan kategori non-high risk tidak memerlukan tindak lanjut. Namun, portofolio dengan kategori high risk mewajibkan Satuan Kerja Credit Review dan Marketing untuk mengunjungi tempat usaha debitur, terutama sebelum dilakukan Loan Committee Meeting (untuk debitur baru). Sedangkan, untuk debitur existing, kunjungan dari pihak Bank hanya akan dilakukan pada saat proses perpanjangan.

Sebagai bentuk upaya menjaga kualitas kredit yang berlandaskan prinsip kehati-hatian, Bank telah memisahkan fungsi pemasaran dan analisis kredit dalam penerimaan permohonan kredit. Selanjutnya, pemberian kredit wajib mendapatkan persetujuan dari Komite Kredit yang memiliki integritas, profesionalisme, serta berkompeten di bidang perkreditan.

Manajemen Risiko untuk Mengendalikan Dampak Pandemi Covid-19

Pandemi Covid-19 yang terjadi di tahun 2020 dapat menimbulkan risiko pada berbagai aktivitas operasional maupun berbagai kelompok pemangku kepentingan Bank. Untuk memitigasi risiko yang mungkin ditimbulkan, maka SKMR mengambil langkah untuk:a. Memantau perkembangan dan tren industri saat pandemi;b. Melakukan pemutakhiran limit industri; danc. Melakukan pengawasan kredit yang direstrukturisasi

akibat pandemi.

Restrukturisasi KreditKami telah menerapkan program restrukturisasi kredit sesuai dengan Peraturan Otoritas Jasa Keuangan No. 11/POJK.03/2020 tentang Stimulus Perekonomian Nasional sebagai Kebijakan Countercyclical Dampak Penyebaran Coronavirus Disease 2019. Capaian restrukturisasi yang dilakukan diuraikan sebagai berikut.

There are several factors that become indicators for defining high risk categories as follows:1. New debtor or existing debtor with additional credit

facility or increasing ceiling from existing credit;

2. Project finance or investment loan with term more than 36 months or total loan more than USD10 million or equivalent or syndicated loan where the Bank’s participation is more than 20% and total loan more than USD10 million or equivalent; and

3. Classified as high-risk activity by industrial category.

Afterwards, credit will be divided into 2 categories, i.e. non-high risk and high risk. Portfolios under non-high risk category do not require any follow-up. However, portfolios under high risk category require Credit Review and Marketing Work Units to visit the debtor’s business location, especially before the Loan Committee Meeting (for new debtors). Meanwhile, for existing debtors, visits from the Bank will only be carried out at the renewal process.

As an effort to maintain credit quality based on the prudence principle, the Bank has separated marketing and credit analysis functions in receiving credit applications. Next step, any credit extension is required to obtain approval from the Credit Committee with integrity, professionalism, as well as competent on credit matters.

Risk Management to Control the Impact of Covid-19 Pandemic

Covid-19 pandemic occurred in 2020 could pose risks to various operational activities as well as various groups of Bank’s stakeholders. To mitigate these risks, SKMR takes measures to:

a. Monitor industry developments and trends during pandemics;b. Updating industry limits; andc. Supervise restructured credits due to the pandemic.

Credit RestructuringWe have implemented a credit restructuring program in accordance with Financial Services Authority Regulation No. 11/POJK.03/2020 on National Economic Stimulus as a Countercyclical Policy on the Impact of the Spread of Coronavirus Disease 2019. The results of the restructuring carried out are described as follows.



Application of Hub & SpokeThe Hub & Spoke branch concept is intended to improve supervision and risk mitigation of credit extended to customers and to increase the portfolio of SME and MSME debtors in branches, thereby reducing the concentration of portfolios of huge loans in the corporate segment. The Hub & Spoke branch concept is a branch classification concept based on the size, location, and potential of the branch area. The main difference in the classification of Hub & Spoke branches is in setting the credit ceiling limit on each branch.

Based on the decision of Hana Bank’s Board of Directors No. 006/MI-Rev/006/2020 on the implementation of the latest regulations regarding credit segmentation, loans that can be provided by Hub & Spoke branches are determined as follows.

After the policy was implemented, since the end of October 2020, the number of branches meet the Hub & Spoke classification were 17 Hub & 36 Spoke Branches.

Jumlah yang DirestrukturisasiNumber of Restructured Credit

Debitur Debtor

Jumlah Outstanding (dalam juta Rupiah)Outstanding Credit (in million Rupiah)

7,647,64112,455

Penerapan Hub & SpokeKonsep cabang Hub & Spoke ditujukan untuk meningkatkan pengawasan dan mitigasi risiko terhadap kredit yang diberikan kepada nasabah serta untuk meningkatkan portofolio debitur UKM dan UMKM di cabang-cabang sehingga mengurangi konsentrasi portofolio pada segmen korporasi dengan jumlah besar. Konsep cabang Hub & Spoke adalah konsep klasifikasi cabang berdasarkan ukuran, lokasi, dan potensi wilayah cabang dimana perbedaan utama pada klasifikasi cabang Hub & Spoke adalah pada pengaturan batas plafon kredit yang dapat diproses.

Berdasarkan keputusan Direksi Bank Hana No. 006/MI-Rev/006/2020 terkait dengan penerapan aturan terbaru mengenai segmentasi kredit, maka kredit yang dapat diberikan cabang Hub & Spoke ditentukan sebagai berikut.

Kriteria Cabang SpokeSpoke Branch

Cabang HubHub Branch Criteria

Limit Kredit per Grup (di luar Back to Back) Rp50 juta / million Rp150 juta / million Credit Limit per Group

(excluding Back to Back)

Turnover Penjualan Setahun ≤ Rp200 juta / million Sales Turnover per Year

Limit Kredit per Debitur (di luar Back to Back) Rp15 juta / million Rp30 juta / million Credit Limit per Debtor

(excluding Back to Back)

Limit Kredit Back to Back per debitur Rp150 juta / million Rp150 juta / million Back to Back Credit Limit per Debtor

Setelah aturan tersebut diterapkan, maka sejak akhir Oktober 2020, jumlah cabang yang sesuai dengan klasifikasi Hub & Spoke sebanyak 17 Cabang Hub dan 36 Cabang Spoke.



Through the implementation of sustainable financial governance, Hana Bank strives to maintain sound and discipline business practices, as stated in the applicable regulations against all fraud against Bank’s assets and property in general. The Anti-Fraud Department, which has been effectively under the Risk Management Group since July 2020, has a duty to handle the implementation of a comprehensive anti-fraud strategy in the Bank. Their duties and responsibilities include 4 pillars, i.e. prevention pillar; detection pillar; investigation, reporting and sanctions pillar; as well as the pillar of monitoring, evaluation and follow-up. All of these activities are carried out with the principle of prudence and prioritizing the confidentiality of information by limiting access only to work units appointed as members of the Anti-Fraud Department and related parties in the fraud handling process.

Thanks to excellent risk management related to criminal acts of corruption and fraud, the number of frauds that occurred in Hana Bank’s work environment became very low, as shown in the following table.

Melalui penerapan tata kelola keuangan berkelanjutan, Bank Hana berupaya untuk menjaga praktik-praktik bisnis yang sehat dan menerapkan kedisiplinan, sebagaimana tercantum dalam peraturan-peraturan yang berlaku atas segala perbuatan fraud terhadap aset dan properti Bank secara umum. Anti-Fraud Department, yang telah efektif berada di bawah Risk Management Group sejak Juli 2020, bertugas untuk menangani penerapan strategi anti-fraud yang menyeluruh di Bank. Tugas dan tanggung jawabnya meliputi 4 pilar, yaitu pilar pencegahan; pilar deteksi; pilar investigasi, pelaporan dan sanksi; serta pilar pemantauan, evaluasi dan tindak lanjut. Seluruh aktivitas tersebut dilaksanakan dengan prinsip kehati-hatian dan mengutamakan kerahasiaan informasi dengan membatasi akses hanya kepada unit kerja yang ditunjuk sebagai anggota Anti-Fraud Department dan pihak terkait dalam proses penanganan fraud.

Berkat pengelolaan risiko terkait tindakan pidana korupsi dan fraud yang prima, jumlah fraud yang terjadi di lingkungan kerja Bank Hana menjadi sangat rendah, sebagaimana ditunjukkan pada tabel berikut.

Uraian Description

Pihak Pelaku Perpetrator

Dewan Komisaris dan Direksi

Board of Commissioners and Board of Director

Pegawai TetapPermanent Employees

Pegawai Tidak TetapContractual Employees

2020 2019 2018 2020 2019 2018 2020 2019 2018

Total Fraud / Total Fraud - - - - 1 1 - - -

Telah Diselesaikan / Completed - - - - 1 1 - - -

Dalam Proses Penyelesaian Internal Bank / Bank’s Internal Settlement Process

- - - - - - - - -

Belum Diupayakan Penyelesaiannya / Has not Been Resolved Yet - - - - - - - - -

Telah Ditindaklanjuti melalui Proses Hukum / Follow up by Legal Action - - - - - - - - -

Anti-Korupsi dan Anti-FraudAnti-Corruption and Anti-Fraud



Biaya CSRCSR Costs

Rp2.45

Penggunaan Tenaga Kerja LokalUse of Local Labor

99.18%

Tingkat Tindak Lanjut Pengaduan Nasabah yang Diterima

Level of Follow-Up on Customer Complaints Received

99.31%

Kejadian Kecelakaan Kerja di Tahun 2020

Occupational Accident in 2020

Pembiayaan KegiatanUsaha BerkelanjutanSustainable Business

Activity Financing

Rp6.44

PenguranganPenggunaan Kertas

Reducing Paper Usage

4,620Kg

Penghematan Energi ListrikSaving in Electrical Energy

2,654.30 GJ

KINERJA KEBERLANJUTANSustainability Performance

Nilai Ekonomi Langsung yang DihasilkanGenerated Direct Economic Value

Nilai Ekonomi yang Didistribusikan

Distributed Economic Value

Rp3.06

Rp2.15

Triliun / Trillion

Triliun / Trillion

Miliar / Billion

Triliun / Trillion

Nihil / Nil



Building a Culture of Economic Sustainability

The sustainability of Hana Bank’s economic performance is determined by the sustainability of the provision of competitive, superior, and attractive products and services. We innovate, especially in digitization, to improve customer and prospective customers engagement, which underlie robust and solid growth in operational and financial performance. In pursuing this, we continue to build a distinct identity, as described below.1. Human-Touch Bank that strives to makes its customers happy.2. Trust Become a trustworthy Bank as trust is everything.

3. Dynamic A dynamic Bank introducing latest financial solution, clear

vision, and positive plan.4. Global Become global financial institution.5. Leader Become a top Bank, both in domestic and international.

Operational and Financial Performance Growth

Hana Bank’s service, which always strives to give our best, enables us to maintain a healthy growth momentum and meet the Shareholders’ expectations. The operational and financial performance growth is shown below.

Membangun Budaya Keberlanjutan Ekonomi

Keberlanjutan kinerja ekonomi Bank Hana ditentukan dari keberlanjutan penyediaan produk dan jasa yang kompetitif, unggul, dan menarik. Kami melakukan inovasi, khususnya dalam hal digitalisasi, untuk meningkatkan engagement nasabah dan calon nasabah yang mendasari pertumbuhan kinerja operasional dan keuangan yang solid dan kokoh. Dalam mengupayakannya, kami terus membangun kekhasan jati diri, sebagaimana dijelaskan berikut.1. Human-Touch Bank yang berupaya membahagiakan nasabahnya.2. Trust Menjadi Bank terpercaya karena kepercayaan adalah

segalanya.3. Dynamic Bank dinamis yang memperkenalkan solusi finansial

termutakhir, visi yang jelas, dan rencana yang positif.4. Global Menjadi lembaga finansial skala global.5. Leader Menjadi Bank papan atas, baik di skala domestik dan

internasional.

Pertumbuhan Kinerja Operasional dan Keuangan

Pelayanan Bank Hana yang selalu mengupayakan yang terbaik memampukan kami untuk mempertahankan momentum pertumbuhan yang sehat dan memenuhi harapan Pemegang Saham. Pertumbuhan kinerja operasional dan keuangan tersebut ditunjukkan sebagai berikut.

Uraian 2020 2019 2018

DescriptionTarget Target




Kinerja Keuangan (dalam juta Rupiah)

Finance Performance (in million Rupiah)

Total Aset 46,356,854 42,689,638 45,050,371 46,206,842 Total Assets

Total Liabilitas 36,872,174 32,778,285 35,630,993 39,584,439 Total Liabilities

Total Ekuitas 9,484,680 9,911,353 9,419,378 6,622,403 Total Equity

Pendapatan Bunga - Neto 1,533,404 1,487,697 1,501,145 1,479,483 Interest Income – Net

Pendapatan Operasional Lainnya 264,494 303,696 221,868 182,492 Other Operating Income

Pendapatan Operasional 314,472 619,623 730,160 726,896 Operating Income

Laba Bersih 237,048 489,104 546,850 545,445 Net Income

Keberlanjutan Produk dan JasaProduct and Service Sustainability

Kinerja Keberlanjutan Sustainability Performance


Uraian 2020 2019 2018

DescriptionTarget Target




Kinerja Operasional (dalam juta Rupiah)

Operational Performance(in million Rupiah)

Kredit 31,500,019 28,687,976 33,405,771 35,263,770 Loans

Simpanan Nasabah 26,965,790 23,740,157 25,713,699 25,122,643 Deposits from Customers

Rasio Keuangan(dalam %)

Financial Ratios(in %)

Rasio Kecukupan Modal Minimum (KPMM) 20.97 26.69 24.50 18.82 Capital Adequacy Ratio

Aset Produktif Bermasalah dan Aset Non-Produktif Bermasalah terhadap Total Aset Produktif dan Aset Non-Produktif

1.26 1.33 1.01 1.37

Non-Performing Earning Assets and Non-Performing Non-Earning

Assets Against Total of Earning and Non-Earning Assets

Aset Produktif Bermasalah terhadap Total Aset Produktif 1.45 0.99 1.23 1.63 Non-Performing Earning Assets

Against Total of Earning Assets

Cadangan Kerugian Penurunan Nilai (CKPN) Aset Keuangan terhadap Aset Produktif

1.09 1.32 0.76 0.66Allowance for Impairment Losses

on Financial Assets against Earning Assets

Rasio Kredit Bermasalah (NPL) Bruto 1.99 1.42 1.54 1.99 Non-Performing Loans

Ratio - Gross

Rasio Kredit Bermasalah (NPL) Neto 1.22 0.85 0.87 1.45 Non-Performing Loans

Ratio - Net

Return on Asset (ROA) 0.67 1.35 1.54 1.74 Return on Asset (ROA)

Return on Equit (ROE) 2.74 5.38 6.93 8.49 Return on Equity (ROE)

Net Interest Margin (NIM) 2.89 3.78 2.93 3.22 Net Interest Margin (NIM)

Rasio Efisiensi (BOPO) 93.11 81.03 81.73 79.09 Efficiency Ratio (BOPO)

Loan to Deposit Ratio (LDR) 114.25 119.72 128.58 139.10 Loan to Deposit Ratio (LDR)

Mendorong Pertumbuhan Ekonomi melalui Penyaluran Kredit yang PrudentSebagai lembaga perantara di bidang keuangan, peran Bank Hana dalam mendorong perekonomian nasional adalah melalui penyaluran kredit yang prudent. Penyaluran kredit diarahkan untuk membiayai modal kerja dan investasi pada bisnis UMKM, terutama skala menengah, hingga korporasi. Rincian penyaluran kredit yang kami laksanakan (tidak diaudit) diuraikan sebagai berikut.

Pushing Economic Growth through Prudent Credit ChannellingAs an intermediary institution in the financial sector, Hana Bank’s role in pushing the national economy is through a prudent credit channelling. Credit channelling is directed to finance working capital and investment in MSME businesses, especially the medium scale, up to corporation level. The details of our credit channelling (unaudited) are described as follows.



Pemberian Kredit Berdasarkan Sektor Ekonomi Credit Channelling Based on Economy Sector

Sektor Ekonomi

2020 2019 2018

Economy SectorJuta RpMillion

Rp%

Juta RpMillion

Rp%

Juta RpMillion

Rp%

Industri Pengolahan 10,001,802 34.86 11,079,719 33.17 11,255,840 31.92 Processing Industry

Real Estate, Usaha Persewaan, dan Jasa Perusahaan 4,340,465 15.13 5,459,540 16.34 6,463,444 18.33 Real Estate, Rental Business

and Service Company

Perantara Keuangan 2,679,953 9.34 3,779,117 11.31 3,843,683 10.90 Finance Intermediary

Perdagangan Besar dan Eceran 2,883,791 10.05 3,217,589 9.63 3,450,583 9.79 Wholesale and Retail

Transportasi, Pergudangan, dan Komunikasi 1,854,398 6.46 2,459,856 7.36 2,559,779 7.26 Transportation, Warehousing

and Communication

Konstruksi 1,357,258 4.73 1,647,293 4.93 2,151,240 6.10 Construction

Rumah Tangga 1,104,473 3.85 1,394,546 4.17 1,398,650 3.97 Household

Penyediaan Akomodasi dan Penyediaan Makan Minum 1,139,724 3.97 1,178,960 3.53 1,206,554 3.42 Provision of Accommodation

and Food & Beverages

Listrik, Gas, dan Air 1,117,351 3.89 876,853 2.63 513,427 1.46 Electricity, Gas, and Water

Pertambangan dan Penggalian 485,100 1.69 782,720 2.34 353,152 1.00 Mining and Excavation

Jasa Kemasyarakatan, Sosial Budaya, Hiburan, dan Perorangan Lainnya

710,011 2.47 438,284 1.31 874,206 2.48Community, Socio-Cultural,

Entertainment, and Other Individual Services

Pertanian, Perburuan, dan Kehutanan 427,346 1.49 412,542 1.24 792,010 2.25 Agriculture, Hunting, and

Forestry

Jasa Pendidikan 346,512 1.21 333,113 1.00 151,208 0.43 Education Service

Jasa Kesehatan dan Kegiatan Sosial 182,720 0.64 274,183 0.82 177,916 0.50 Health Services and Social

Activities

Perikanan 56,651 0.20 68,888 0.21 66,265 0.19 Fishery

Bukan Lapangan Usaha Lainnya 421 0.00 416 0.00 431 0.00 Non Other Business Fields

Administrasi Pemerintahan, Pertahanan, dan JaminanSosial Wajib

- - - - - -Government Administration,

Defense and Mandatory Social Security

Jasa Perorangan yang Melayani Rumah Tangga - - - - - - Individual Services Serving

Households

Badan Internasional dan Badan Ekstra InternasionalLainnya

- - - - 3,042 0.01 International Bodies and Other Extra-International Bodies

Kegiatan yang Belum Jelas Batasannya - - - - - - Activities with Unclear

Boundaries

Total 28,687,976 100.00 33,403,621 100.00 35,261,430 100.00 Total



Generated and Distributed Direct Economic Value

Along with the business growth, economic benefits that we distribute to the stakeholders are also increasing. Below are the economic values that we generate and distribute to various stakeholder groups.

Penyaluran Kredit Berdasarkan Lokasi Geografis Credit Channelling Based on Geographical Location

Wilayah

2020 2019 2018

AreaJuta RpMillion Rupiah

%Juta RpMillion Rupiah


%

Jawa 26,618,278 92.79 32,010,162 95.83 33,879,965 96.08 Java

Luar Jawa 2,069,698 7.21 1,393,459 4.17 1,381,465 3.92 Outside Java

Total 28,687,976 100.00 33,403,621 100.00 35,261,430 100.00 Total

Penyaluran Kredit Berdasarkan Segmen Usaha Credit Channelling Based on Business Segment

Segmen Usaha

2020 2019 2018

Business SegmentJuta RpMillion Rupiah



%

Korporasi 27,583,082 96.15 32,008,658 95.82 33,864,305 96.04 Corporate

Konsumer 1,104,894 3.85 1,394,963 4.18 1,397,125 3.96 Consumer

Total 28,687,976 100.00 33,403,621 100.00 35,261,430 100.00 Total

Nilai Ekonomi Langsung yang Dihasilkan dan Didistribusikan

Seiring dengan pertumbuhan usaha yang terjadi, manfaat ekonomi yang kami salurkan kepada pemangku kepentingan juga semakin meningkat. Berikut merupakan nilai ekonomi yang kami hasilkan dan distribusikan kepada berbagai kelompok pemangku kepentingan.

(dalam juta Rupiah / in million Rupiah)

Uraian 2020 2019 2018 Description

Nilai Ekonomi Langsung yang Dihasilkan 3,060,769 3,496,670 3,115,168 Generated Direct Economic Value

Penerimaan Bunga 2,893,344 3,406,390 3,026,787 Interest Income

Pendapatan Operasional Lainnya 165,763 90,280 86,798 Other Operating Income

Pendapatan Lainnya 1,662 - 1,583 Other Income

Nilai Ekonomi yang Didistribusikan 2,146,949 2,873,213 2,361,274 Distributed Economic Value

Pembayaran Bunga 1,407,624 1,958,836 1,478,598 Payment of Interest

Beban Tenaga Kerja 373,225 377,594 334,193 Personnel Expenses

Beban Operasional Lainnya 231,333 355,456 332,265 Other Operating Expenses

Pembayaran Pajak Penghasilan 132,318 177,591 214,273 Income Tax Payments

Biaya Investasi Sosial 2,449 882 1,945 Social Investment Cost

Beban Lainnya - 2,854 - Other Expenses

Nilai Ekonomi yang Ditahan 913,820 623,457 753,894 Retained Economic Value



Literasi dan Inklusi Keuangan

Pemerintah, melalui Otoritas Jasa Keuangan, telah memberlakukan kebijakan terkait program literasi dan inklusi keuangan untuk meningkatkan akses masyarakat terhadap layanan keuangan. Program ini kami laksanakan melalui pengenalanan produk dan jasa yang disediakan oleh Bank Hana, khususnya terkait perbankan digital.

Kami telah berinvestasi pada pengembangan bisnis yang berbasis perbankan digital untuk menyesuaikan dengan pesatnya perkembangangan aplikasi fintech di bisnis perbankan Indonesia. Upaya ini kami tujukan untuk:

a. Merangkul masyarakat yang belum pernah berinteraksi dengan Bank;

b. Mendorong persaingan sehat dalam pasar keuangan;c. Memperkenalkan teknik layanan keuangan berbasis

teknologi;d. Membangun ekosistem digital berbasis platform teknologi;

serta e. Menanamkan budaya finansial secara dini.

Kami telah bekerja sama dengan Line Financial Asia (LFA) beserta afiliasinya untuk menciptakan layanan perbankan digital yang inovatif dan dapat diakses oleh seluruh nasabah dan calon nasabah melalui LINE messenger. Layanan perbankan digital ini berupa aplikasi telepon selular dengan nama “LINE Bank by Hana Bank” yang ditujukan untuk:a. Memperluas layanan yang dapat dimanfaatkan oleh

nasabah ritel melalui pengguna LINE;b. Menarik pelanggan muda yang telah memiliki produk

Bank; danc. Menarik pengguna yang belum memiliki produk Bank,

namun memahami teknologi.

Sinergi ini menggunakan Credit Scoring System (CSS) untuk melayani kebutuhan dana kredit dan meningkatkan aksesibilitas digital. CSS menggunakan 3 sumber daya yang diharapkan dapat meningkatkan kehati-hatian dalam penilaian terhadap calon nasabah. Layanan ini juga menerapkan Fraud Detection System (FDS) untuk melakukan pemantauan transaksi anomali pada digital platform.

Financial Literacy and Inclusion

The Government, through the Financial Services Authority, has enacted policies related to financial literacy and inclusion programs to improve public access to financial services. This program is carried out through the introduction of products and services provided by Hana Bank, especially related to digital banking.

We have invested in digital banking-based business development to adapt to the rapid development of fintech applications in the Indonesian banking business. The purpose of this effort is to:

a. Reach people who have never had an interaction with the Bank;

b. Encourage fair competition in financial market;c. Introduce technology-based financial service;

d. Develop technology platform-based digital ecosystem; and

e. Instill financial culture since early ages.

We have collaborated with Line Financial Asia (LFA) and its affiliates to create innovative digital banking services that can be accessed by all customers and potential customers via LINE messenger. This digital banking service can be found in a mobile phone application called “LINE Bank by Hana Bank” which is intended for:a. Extending services that can be utilized by retail customers

through LINE users;b. Attract young customers that already have Bank’s

products; andc. Attract technology literate users that has no Bank’s

products.

This synergy uses the Credit Scoring System (CSS) in meeting loan’s needs and enhancing digital accessibility. CSS uses 3 data sources which are expected to increase prudence in the assessment of potential customers. This service also implements a Fraud Detection System (FDS) to monitor anomalous transactions on the digital platform.



In developing digital banking services, we carry out a business strategy that is divided into 3 stages which are described as follows.

We also strive to improve financial literacy to our customers and society in general through the following programs.

Dalam mengembangkan layanan perbankan digital, kami melaksanakan strategi bisnis yang dibagi ke dalam 3 tahapan yang dijelaskan sebagai berikut.

• Keamanan dan infrastruktur TI, termasuk AML dan FDS;

• Aplikasi perbankan digital;• Sistem kartu.• IT security and infrastructure,

including AML and FDS;• Digital banking applications;• Card system.

• Peluncuran perbankan digital;• Fokus terhadap stabilitas sistem

dan operation excellent.• Launch of digital banking;• Focus on system stability and

operation excellence.

• Credit scoring dan sistem verifikasi;

• Collection system yang memadai.• Credit scoring and verification

system;• An adequate collection system.

• Akuisisi nasabah mass market melalui produk pinjaman;

• Memperluas kerja sama.• Acquisition of mass market

customers through loan products;• Extending cooperation.

• Big data dan teknologi AI;• Continuous Improvement on Credit

Scoring.• Big data and AI technology;• Continuous Improvement on Credit

Scoring.

• Meningkatkan profit dan mencapai BEP;

• Meningkatkan loyalitas nasabah dengan diversifikasi produk.

• Increase profit and achieve BEP;• Increase customer loyalty by

diversifying products.

Profit Growth

Deposit Preferred Customer Loan Preferred Customer TKI and Premium Segment (WM)

Fully Digital Onboarding Future Saving, Group Account Digital Wealth Management

Savings and Deposits Quick Cash (Cash Loan) Micro, SME and Supply Chain

Debit and Payments Cards Quick Credit (Revolving Loan)

QR Payment

Mortgage and e-Auto Loan

International Remittances

Mass Market + LINE User

Product Diversification + Customer Acquisition

Development and enhancement of risk management to increase customer convenience

Business Strategy

Business Direction

Phase 1

Customer

Product

System

Phase 2 Phase 32020 Business Establishment

Business Acceleration

Business Stabilization

Kami juga meningkatkan literasi keuangan kepada nasabah dan masyarakat melalui program berikut.

ProgramPrograms

SasaranTarget

TujuanGoals

Tempat PelaksanaanVenue

Edukasi PerbankanBanking Education

Anak-anak tingkat Sekolah Dasar (SD)Elementary School Level

Memberikan pengetahuan dasar perbankan sehingga anak-anak mengetahui dunia perbankan.Provide basic banking knowledge so the children familiar with the world of banking.

Jakarta, Bogor, Depok, Tangerang, Bekasi

Manfaat MenabungBenefits of Savings

Anak-anak pra-sejahtera tingkat SDElementary School Level Underprivileged Children

Memberikan edukasi kepada anak usia dini (prasejahtera) agar lebih menyadari akan pentingnya menabung.Providing education to (underprivileged) children so they are more aware of the importance of saving.

NasionalNational

Perencanaan KeuanganFinancial Planning

Mahasiswa di universitasCollege students

Memberikan pengetahuan tentang perencanaan keuangan dan investasi bagi kaum milenial.Providing knowledge about financial and investment planning for millennials.

NasionalNational



Membangun Budaya Keberlanjutan Sosial

Bank Hana senantiasa menjaga dan meningkatkan manfaat sosial bagi pemangku kepentingan dalam hal pelayanan kepada nasabah, pemenuhan komitmen kepada karyawan, serta pengembangan masyarakat. Manfaat langsung dari kehadiran kami ini dilakukan secara berkelanjutan sesuai dengan RBB. Dalam penyusunan rencana tersebut, kami mempertimbangkan strategi dan kebijakan yang telah ditetapkan yang searah dengan rencana pertumbuhan Bank, serta hasil evaluasi terkait program tahun sebelumnya.

Pelayanan Terbaik kepada Nasabah

Pelayanan Perbankan DigitalPeningkatan kualitas pelayanan menjadi fokus kami dalam menyelenggarakan perbankan yang aman, handal, dan mudah dijangkau oleh setiap nasabah dan calon nasabah. Kami terus meningkatkan layanan perbankan digital yang sangat bermanfaat di masa pandemi Covid-19. Berbagai layanan e-banking yang kami sediakan meliputi ATM, mobile banking, internet banking individual, dan internet banking perusahaan.

Pada tahun 2020, kami telah menambah layanan registrasi online yang memudahkan registrasi dan aktivasi dimana saja dan kapan saja secara online tanpa harus mengunjungi kantor cabang Bank Hana bagi nasabah yang belum memiliki aplikasi mobile banking (MyHana). Selain itu, kami juga telah memperkenalkan fitur pembayaran non-tunai berbasis QRIS pada MyHana mobile banking yang dinamakan “Hana QPay”. Dengan layanan ini, nasabah tidak perlu lagi melakukan kontak fisik atau menggunakan uang tunai dalam transaksi pembayaran di off-site merchants. Nasabah juga mendapatkan berbagai keuntungan dari program seperti cashback up to 50% di berbagai merchant, seperti KFC, Kopi Kenangan, Gramedia, dan lain-lain.

Kami juga telah memberlakukan beberapa protokol kesehatan untuk mencegah penularan virus Covid-19 dalam pelayanan kepada nasabah, seperti:1. Memberlakukan buka tutup kantor operasional Bank;

2. Membuat pengaturan physical distancing, baik di kantor operasional dan ATM;

3. Menyediakan hand sanitizer;4. Mengedukasi dan mengajak nasabah untuk mengalihkan

transaksi menggunakan layanan e-channel; dan5. Memberikan edukasi terkait Covid-19 melalui sosial media

yang dimiliki, salah satunya Instagram (@hanabank.id).

Keberlanjutan Pengembangan Sosial Social Development Sustainability

Building a Culture of Social Sustainability

Hana Bank always strives to maintain and improve social benefits for stakeholders through its customer service, fulfilling commitments to employees and community development. The benefit of our presence in the community is demonstrated on an ongoing basis and is in line with the Bank’s Business Plan (RBB). In preparing this plan, we considered the strategies and policies that have been set in context with the Bank’s growth plan, as well as results evaluations from the previous year’s program.

The Best Service for Customers

Digital Banking ServiceImproving service quality has become our focus in establishing safe, reliable and easily accessible banking services for every customer and potential customer. We continue to improve digital banking services, which have been very useful during the Covid-19 pandemic. We provide several e-banking services, including ATM, mobile banking, individual internet banking and corporate internet banking.

In 2020, we also added an online registration service to provide an easy online registration and activation process that can be done anywhere and anytime without having to visit Hana Bank branch office for customers who do not have a mobile banking application (MyHana) yet. In addition, we have also introduced a cashless-based payment feature with a QRIS-based service to our MyHana mobile banking called “Hana QPay.” With this service, customers no longer need to have physical contact or using cash in payment transactions at off-site merchants. Customers also receive various benefits, from programs such as cashback up to 50% at various merchants, like KFC, Kopi Kenangan, Gramedia, and others.

We have also have implemented several health protocols to prevent the transmission of Covid-19 virus in our services to the customers, such as:1. Implement intermittent opening and closing of Bank’s

operational offices;2. Enforcing physical distancing arrangements, both in

operational offices and ATMs;3. Providing hand sanitizer;4. Educating and encourage the customers to perform their

transactions using e-channel services; and5. Providing education related to Covid-19 through social

media, one of which is via Instagram (@ hanabank.id).



Kerahasiaan Data NasabahSebagai perusahaan yang bergerak di industri perbankan, kami memiliki dan mengelola data dari seluruh nasabah. Data tersebut kami jamin keamanan dan kerahasiaannya untuk menjaga kepercayaan nasabah. Pelaksanaannya kami lakukan berdasarkan:1. Undang-Undang No. 7 Tahun 1992 tentang Perbankan, serta

perubahannya dalam Undang-Undang No. 10 Tahun 1998;2. Peraturan Bank Indonesia No. 2/19/PBI/2000 tentang

Persyaratan dan Tata Cara Pemberian Perintah atau Izin Tertulis Membuka Rahasia Bank; dan

3. Peraturan Otoritas Jasa Keuangan No. 1/POJK.07/2013 tentang Perlindungan Konsumen Sektor Jasa, serta peraturan turunannya.

Keamanan Simpanan NasabahSelain menjaga informasi dan data nasabah, keamanan bertransaksi di Bank Hana dijamin dengan menjadi peserta Lembaga Penjamin Simpanan (LPS). LPS dapat mengambil alih sebagian risiko Bank sehingga nasabah mendapatkan kepastian akan dana mereka, apabila terjadi sesuatu yang tidak diinginkan pada Bank.

Edukasi NasabahBank Hana mengadakan program edukasi untuk menambah wawasan nasabah terhadap produk dan jasa yang dimiliki Bank. Kegiatan edukasi yang telah dilakukan meliputi:a. Mengirimkan e-mail kepada nasabah yang berisi

edukasi terhadap kejahatan perbankan, edukasi layanan perbankan, serta ucapan hari raya atau hari libur besar;

b. Mengirimkan pesan singkat telepon genggam (SMS) kepada nasabah secara berkala mengenai informasi terkini dari fitur dan layanan Bank;

c. Menyampaikan himbauan kepada nasabah melalui situs web, fitur mobile, dan internet banking;

d. Menyediakan layanan terbuka bagi nasabah yang ingin mendapatkan informasi melalui Call Hana di nomor 1-500-021; dan

e. Menyediakan informasi kepada nasabah melalui poster pengumuman yang dipasang di kantor cabang.

Survei Kepuasan Nasabah Tingkat kepuasan nasabah menjadi tolok ukur untuk mengetahui dan mengevaluasi produk dan jasa yang kami berikan. Kami melakukan survei kepuasan nasabah secara berkala melalui pengisian kuesioner. Pengukuran untuk tahun 2019 menunjukkan tingkat kepuasan nasabah mencapai skor NPS sebesar 8,33. Namun, pengukuran untuk tahun 2020 belum dapat dilakukan.

Customer Data ConfidentialityAs a company doing business in the banking industry, we possess and manage data from all our customers. We guarantee the security and confidentiality of this data to safeguard the trust of our customers. This is carried out based on the following:1. Law No. 7, 1992 on Banking, as well as the amendments

stated in Law No. 10 of 1998;2. Bank Indonesia Regulation No. 2/19/PB/2000 on

Requirements and Procedures for Giving Order or Written Permission to Disclose Banking Information; and

3. Financial Services Authority Regulation No. 1/POJK.07/2013 on Consumer Protection in Service Sector, as well as derivative regulations.

Security of Customer DepositsIn addition to safeguarding customers’ information and data, transaction security at Hana Bank is guaranteed by our participation with the Deposit Insurance Agency (LPS). LPS can take control over a portion of the Bank’s risk, to ensure that customers can have certainty regarding their funds, should something undesirable happen to the Bank.

Customer EducationHana Bank conducts educational programs to broaden customers’ awareness regarding existing Bank products and services. These educational activities include: a. Sending emails to customers containing educational

information regarding banking crimes, information on banking services and holiday greetings;

b. Sending periodic short mobile phone messages (SMS) to customers regarding the latest information on Bank features and services;

c. Communicating appeals to customers through website, mobile features and internet banking;

d. Providing open service for customers who wish to receive information directly through Call Hana at 1-500-021; and

e. Providing information to customers via announcement posters displayed at branch offices.

Customer Satisfaction SurveyThe level of customer satisfaction is a measure by which we understand and evaluate the products and services we provide. We conduct regular customer satisfaction surveys through a questionnaire. The measurement for 2019 showed that the level of customer satisfaction reached an NPS score of 8.33. However, measurements for 2020 cannot be made.



Kebijakan Relaksasi Pembayaran Cicilan KTA pada Masa Pandemi Covid-19Bank Hana menyadari bahwa pandemi Covid-19 memberikan dampak kepada para debitur. Oleh sebab itu, kami mempertimbangkan untuk memberikan kelonggaran/relaksasi kredit kepada debitur yang terdampak, sepanjang telah memenuhi ketentuan Bank dan peraturan terkait yang berlaku berikut. 1. Debitur mengajukan permohonan kelonggaran/relaksasi

kredit melalui formulir Pengajuan Penangguhan Pembayaran Cicilan Kredit KTA yang telah ditandatangani di atas materai.

2. Debitur melampirkan dokumen-dokumen kelengkapan, seperti:a. Scan/foto atas formulir Pengajuan Penangguhan

Pembayaran Cicilan Kredit KTA yang telah diisi dan ditandatangani;

b. Scan/foto KTP debitur;c. Foto tampak depan/swafoto debitur dengan

memegang KTP dan formulir Pengajuan Penangguhan Pembayaran Kredit yang telah diisi dan ditandatangani;

d. Scan bukti pendukung lainnya sebagai alasan untuk penangguhan pembayaran kredit, seperti surat pemutusan hubungaan kerja, surat keterangan dirumahkan sementara, dan lainnya.

3. Debitur mengirimkan seluruh kelengkapan dokumen ke e-mail [email protected] dengan ketentuan mengenai email pengiriman sebagai berikut.a. Email wajib ditulis dengan subjek “Pengajuan

Relaksasi Pinjaman Kredit KEB Hana Indonesia”;b. Nama dokumen disesuaikan dengan isi dokumen yang

dilampirkan dan ditambahkan dengan nama lengkap debitur;

c. Maksimum ukuran keseluruhan file adalah 10MB.4. Debitur memastikan nomor telepon/alamat e-mail yang

telah diisi dalam formulir Penangguhan Pembayaran Kredit adalah benar dan aktif. Apabila permohonan yang telah diajukan debitur disetujui, maka debitur akan menerima informasi lebih lanjut melalui telepon, SMS, dan/atau media lainnya yang ditetapkan oleh pihak Bank Hana yang berisi persetujuan restrukturisasi.

5. Debitur melakukan registrasi pada website resmi milik Bank Hana untuk mengunduh formulir penangguhan KTA.

Informasi lebih lanjut mengenai relaksasi kredit dapat menghubungi Call Hana 1-500-021.

Leniency Policy for Unsecured Loan Instalment Payments During the PandemicHana Bank is aware that Covid-19 pandemic had a significant impact on debtors. Because of this, we consider providing relief program in form of lenient/relaxed credit to debtors who were affected, so long as they fulfilled the following Bank rules and related regulations.

1. The debtor submits an application for leniency/relaxation via a signed, stamped Deferral of Unsecured Loan Instalment Payment Application form.

2. The debtor attaches complete documentation, such as:

a. Scan/photo of the completed and signed Deferral of Unsecured Loan Instalment Payment Application form;

b. Scan/photo of the debtor’s National ID card;c. Front-view photo/selfie of the debtor holding their

National ID card and the completed and signed Deferral of Unsecured Loan Instalment Payment Application form;

d. Scan of other supporting evidences such as the reason for the deferral of loan payment, e.g. an employment termination letter, a statement of temporary furlough, etc.

3. The debtor sends all complete documentation to [email protected] with the provision of email distribution as follows.a. Email is required to have the following subject

“Proposal of Loan Deferment at KEB Hana Indonesia”;b. The list of the document’s name matches the

attachments with the debtor’s full name;

c. Maximum size for all files is 10MB.4. The debtor ensures the telephone number/e-mail address

in the Deferral of Credit Instalment Payment Application form are accurate and active. Should the debtor’s application be successful, the debtor will receive further information containing the restructuring agreement via telephone, SMS and/or other media used by Hana Bank.

5. The debtor has registered on the official Hana Bank’s website to download the Deferral Unsecured Loan Application form.

For additional information regarding credit relaxation, please contact Call Hana 1-500-021.



Customer ComplaintsWe accept all forms of input, suggestions and complaints regarding products and services we provide to our customers. We provide a reporting complaint facility via the official Hana Bank’s website, by sending an email to [email protected], or via telephone at Call Hana 1-500-021. Customer complaints are processed through the Customer Complaints Unit, in accordance with Hana Bank internal policy.

Each customer complaint is handled via the following mechanism:

1. Hana Bank Branch Office

*) The Bank officer will direct the customer to file a complaint in writing, if the complaint requires handling for more than 2 working days.

*) For written complaints, customers may attach some of the following documents:

a. A completed customer complaints form;b. Customer/proxy ID;

Sarana Pengaduan Nasabah Kami menerima segala bentuk masukan, saran, dan keluhan terkait produk dan layanan yang diberikan bagi nasabah. Kami telah menyediakan sarana pelaporan pengaduan melalui website resmi Bank Hana, e-mail: [email protected], atau Call Hana 1-500-021. Pengaduan yang disampaikan oleh nasabah akan diproses melalui Unit Pengaduan Nasabah berdasarkan kebijakan internal yang dimiliki Bank Hana.

Setiap pengaduan nasabah akan ditangani melalui mekanisme berikut.

1. Kantor Cabang Bank Hana

Maks. 2 hari kerja

Max.2 working

days

Nasabah Customer

Pengaduan lisan

Verbal complaint

Menerima tanda bukti pengaduan

Receive proof of Complaint

Penyelesaian Pengaduan Complaint settlement

process

*) Petugas Bank akan mengarahkan nasabah untuk mengajukan pengaduan secara tertulis, apabila pengaduan tersebut membutuhkan penanganan lebih dari 2 hari kerja.

Maks. 20 hari kerja

Max. 20 working

days

Nasabah Customer

Pengaduan TertulisWritten

complaint

Nasabah membawa

dokumen penting *Customer bring

important documents*

Menerima tanda bukti pengaduan

Receive proof of complaint

Penyelesaian PengaduanComplaint settlement

process

Menyampaikan peberitahuan

perpanjangan waktu **Inform settlement time extention**

Penyesuaian pengaduanComplaint settlement

process

*) Untuk pengaduan secara tertulis, nasabah dapat menyertakan beberapa dokumen berikut.

a. Formulir pengaduan nasabah yang telah diisi;b. Identitas diri nasabah/perwakilannya;



c. Supporting documents, such as:• Proof of deposit/withdrawal, transfer, or other banking

activities related to the customer complaint;

• Customer savings/current account;• Power of Attorney for Customer’s proxy (if other than

the customer themselves making the complaint; and• Any other documents, where necessary.

**) Hana Bank strives to resolve all complaints within 20 working days. Should a customer complaint not be resolved within 20 working days, the customer will be informed that their complaint will be resolved within a further maximum of 20 working days.

2. Call Hana Bank 1-500-021

3. E-mail: [email protected]

*) E-mail: [email protected] operates on Monday-Friday 08.00-17.00 WIB (office hours).

**) Hana Bank will not ask for confidential information, such as PIN and/or password.

Until the end of 2020, the Bank has followed up 6,978 reports or around 99.31% of the total reports received, whereas the rest is still being followed up until the next financial year period.

c. Dokumen pendukung yang diperlukan:• Bukti setoran/penarikan, transfer, atau aktifitas

perbankan lainnya yang terkait dengan pengaduan nasabah yang dimaksud;

• Buku tabungan/rekening koran milik nasabah; • Surat kuasa nasabah yang diwakilkan (apabila bukan

nasabah sendiri yang mengajukan pengaduan); dan• Dokumen lain yang diperlukan.

**) Bank Hana mengupayakan penyelesaian pengaduan dalam waktu maksimal 20 hari kerja. Apabila pengaduan nasabah tidak dapat diselesaikan dalam waktu 20 hari kerja, nasabah akan diinformasikan bahwa pengaduannya akan diselesaikan dalam waktu maksimal 20 hari kerja berikutnya.

2. Call Hana Bank 1-500-021

Nasabah Customer

Pengaduan lisan

Verbal complaint

Menerima nomor tiket pengaduan

Receive complaint ticket number

Menginformasikan penyelesaian sesuai

dengan jenis pengaduan nasabah

Inform the settlement in accordance to complaint type

Penyelesaian pengaduan sesuai

dengan waktu yang ditentukan

Complain settlement in accordance to predetermined

time

3. E-mail: [email protected]

Maks. 2 hari kerja

Max. 2 working

days

Nasabah Customer

Pengaduan lisan

Written complaint

Penyelesaian pengaduan Complaint settlement

process

Menyaranakan untuk menghubungi

pihak Call Center Suggest to contact

Call Center

*) E-mail: [email protected] efektif beroperasi pada hari Senin-Jumat pukul 08.00-17.00 WIB (jam kerja).

**) Bank Hana tidak akan menanyakan informasi rahasia, seperti PIN dan/atau password.

Hingga akhir tahun 2020, Bank telah menindaklanjuti sebanyak 6.978 laporan atau sekitar 99,31% dari total laporan yang diterima, sedangkan sisanya masih akan ditindaklanjuti hingga periode tahun buku selanjutnya.



Fulfilling Commitments to Employees

Hana Bank is always committed to fulfilling the employment rights fairly and responsibly. We refer to Regulation No. 13, 2003, regarding Employment, and continue to pay attention to human rights aspects.

Gender Equality and Fair Employment OpportunitiesWe never take discriminatory action based on gender, ethnicity, race or religion. This is evidenced by the composition of our employees, which is comprised of 46.20% men and 53.80% women, and there has never been an employee report in relation to discrimination in the workplace.

We provide fair employment opportunities to all local workforce to join Hana Bank. In addition to this, as a business operating on an international scale, we also employ foreign workers in compliance with applicable rules and regulations. Furthermore, at this time we are considering providing work opportunities to disabled employees.

Jenis Pengaduan

Pengaduan yang Diterima

Complaints Received

Pengaduan yang Ditindaklanjuti

Followed Up Complaint

Persentase Tindak Lanjut

Follow Up Percentage

(%)

Type of Complaint

Bancassurance 42 41 97.62 Bancassurance

Kegagalan atau Keterlambatan Transaksi Electronic Banking 567 561 98.94 Failure or Delay in Electronic Banking

Transactions

Kegagalan/Keterlambatan/Ketidaksesuaian Transaksi Kartu ATM/Kartu Debit/Mesin ATM

6,280 6,239 99.35 ATM Card/Debit Card/ATM Machine transaction failure/delay/discrepancy

Tabungan 98 97 98.98 Savings

Kredit Tanpa Agunan (KTA) 32 32 100.00 Unsecured Loan

Kredit/Pembiayaan Modal Kerja 8 8 100.00 Working Capital Financing/Loan

Total 7,027 6,978 99.31 Total

Pemenuhan Komitmen kepada Karyawan

Bank Hana berkomitmen untuk senantiasa memenuhi hak ketenagakerjaan karyawan secara adil dan bertanggung jawab. Kami mengacu pada Undang-Undang No. 13 Tahun 2003 tentang Ketenagakerjaan, dengan terus memperhatikan aspek hak asasi manusia.

Kesetaraan Gender dan Kesempatan Kerja yang Adil Kami tidak pernah melakukan tindakan diskriminasi terhadap gender, suku, ras, serta agama tertentu. Hal ini antara lain dapat dibuktikan dengan komposisi karyawan pria dan wanita masing-masing sebesar 46,20% dan 53,80%, serta tidak adanya laporan karyawan terkait tindakan diskriminatif dalam lingkungan kerja.

Kami memberikan kesempatan kerja yang adil dan setara kepada tenaga kerja lokal untuk bergabung menjadi bagian dari Bank Hana. Selain itu, sebagai entitas dari unit bisnis berskala internasional, kami juga menggunakan tenaga kerja asing sesuai dengan peraturan dan persetujuan terkait yang berlaku. Bahkan, saat ini, kami sedang mempertimbangkan pemberian kesempatan kerja bagi karyawan disabilitas.

Keterangan SatuanUnit 2020 2019 2018 Description

Karyawan Lokal OrangPeople 1,084 1,132 1,236 Local Employees

Karyawan Asing OrangPeople 9 8 10 Foreigh Employees

Jumlah Karyawan OrangPeople 1,093 1,140 1,246 Total Employees

Persentase Karyawan Lokal % 99.18 99.30 99.20 Local Employees Percentage

Catatan / Note:Jumlah karyawan lokal (KTP sesuai dengan wilayah operasional tingkat kabupaten/kota). / Total local employees (ID in accordance with the operational area at the regency/city level).



Dalam mematuhi setiap peraturan dan ketentuan yang berlaku terkait ketenagakerjaan, kami memastikan tidak terdapat pekerja di bawah umur serta tidak terdapat praktik kerja paksa di Bank Hana. kami juga turut menyediakan cuti momentum bagi karyawan, dengan proses pengajuan sesuai dengan ketentuan yang berlaku di Bank.

Kebebasan Berserikat Dalam menjaga hubungan yang baik dengan karyawan, kami memberikan kebebasan dalam menyampaikan pendapat dan berserikat bagi para karyawan. Kebebasan ini ditindaklanjuti secara bijak oleh setiap karyawan sehingga tidak mengganggu waktu kerja dan pelayanan kepada nasabah.

Pengembangan KompetensiKami terus meningkatkan kompetensi seluruh karyawan melalui program pendidikan dan pelatihan. Informasi singkat terkait program pengembangan kompetensi bagi karyawan diuraikan sebagai berikut.

Pelatihan berdasarkan Direktorat Training by Directorate

Direktorat Total PesertaTotal Participant

Distribusi PelatihanTraining

Distribution

PersentasePercentage

(%)Directorate

Board of Directors/Board of Commissioners 5 2 40.00 Board of Directors/Board of

Commissioners

Business 294 228 77.55 Business

Compliance & Legal 65 42 64.62 Compliance & Legal

Consumer Banking 67 42 62.69 Consumer Banking

Credit 55 36 65.45 Credit

Direct 44 30 68.18 Direct

Finance 109 50 45.87 Finance

HC &Operation 360 303 84.17 HC &Operation

Information 71 39 54.93 Information

Risk 20 12 60.00 Risk

Total 1,090 940 71.93 Total

Pelatihan berdasarkan Jenis ProgramTraining by Program Type

Jenis Program Jumlah ProgramTotal Program

Total PesertaTotal Participant Program Type

Inhouse Training Inhouse Training

Mandatory 13 131 Mandatory

Accredited 5 161 Accredited

Technical Skill 20 488 Technical Skill

Soft Skill 3 39 Soft Skill

Socialization, Workshop, Learning Session 24 1,128 Socialization, Workshop, Learning Session

In compliance with all applicable rules and regulations with regards to employment, we ensure there are no under-aged or coercive work practices at Hana Bank. We also provide momentum leave for employees, through the submission process at the Bank in accordance with applicable regulations.

Freedom of AssociationIn maintaining good relationships with employees, we provide freedom in expressing opinions and association for employees. This freedom is acted upon wisely by all employees so as not to interfere with working time and service to customers.

Competency DevelopmentWe continue to improve competency levels of all our employees through educational and training programs. Brief information regarding the competency development of employees is described as follows.



Jenis Program Jumlah ProgramTotal Program

Total PesertaTotal Participant Program Type

Talent and Development Program 6 47 Talent and Development Program

E-Learning 30 1,503 E-Learning

External Training 62 147 External Training

Total 163 3,644 Total

Uraian SatuanUnit 2020 2019 2018 Description

Realisasi Dana Pendidikan Juta RupiahMillion Rupiah 7,503 18,892 17,620 Education Fund Realization

Biaya Tenaga Kerja Juta RupiahMillion Rupiah 381,771 390,193 321,390 Employment Cost

Biaya Pengeluaran SDM Juta RupiahMillion Rupiah 389,278 409,085 339,010 HR Expenditure Cost

Rasio Dana Pendidikan terhadap Anggaran Pengeluaran SDM % 1.93 4.62 5.20 Ratio of Education Fund against HR

Expenditure Budget

Lingkungan Kerja yang Kondusif dan AmanKami membentuk lingkungan kerja yang kondusif dan aman bagi para karyawan. Hal ini terutama diupayakan dengan:

1. Menjaga komunikasi yang baik antara atasan dan karyawan;

2. Menyediakan sarana ibadah dengan kapasitas yang dibatasi untuk mencegah penularan virus Covid-19;

3. Melaksanakan program gathering antar-karyawan sebanyak 2 kali dalam setahun. Namun akibat pandemi, kegiatan ini tidak dapat dilakukan untuk menghindari potensi menimbulkan kerumunan;

4. Melakukan kegiatan olahraga bersama dan menyediakan tunjangan kebugaran;

5. Menyediakan layanan antar jemput bagi karyawan yang bekerja di Jakarta, namun bertempat tinggal di luar Jakarta; serta

6. Melaksanakan program self-training untuk mengikuti pelatihan, baik di dalam maupun luar negeri, dengan menggunakan tunjangan pembiayaan dari Bank Hana.

Kesehatan dan Keselamatan KerjaKami memastikan sarana dan prasana terkait kesehatan dan keselamatan kerja (K3) di lingkungan operasional Bank tersedia dalam jumlah yang cukup dan memadai. Kami mengikutsertakan karyawan dalam program asuransi kesehatan dan ketenagakerjaan, serta secara berkala melakukan pengecekan kesehatan karyawan. Program asuransi kesehatan dan ketenagakerjaan yang dimaksud meliputi:1. Program Badan Penyelenggara Jaminan Sosial (BPJS)

Ketenagakerjaan yang meliputi Jaminan Kecelakaan Kerja (JKK), Jaminan Kematian (JKM), serta Jaminan Hari Tua (JHT) dan Jaminan Pensiun;

2. Program BPJS Kesehatan yang meliputi Rawat Jalan dan Rawat Inap.

Conducive and Secure Working EnvironmentWe have established a conducive and safe working environment for employees. We pursue this primarily in the following ways:1. Ensuring good communication between employees and

their superiors;2. Providing religious facilities with a limited capacity to

prevent the transmission of Covid-19 virus;3. Carry out a gathering for employees twice a year. However,

due to the pandemic, this activity was cancelled to avoid the potential crowds;

4. Organizing group exercise activities and providing fitness allowances;

5. Providing shuttle services for employees working in Jakarta but living outside of Jakarta; and

6. Providing self-training programs that can be followed domestically or abroad, financed by Hana Bank.

Occupational Health and SafetyWe ensure that facilities and infrastructure related to occupational health and safety provided within the Bank’s operational environments are sufficient and adequate in nature. We include our employees in a health and employment insurance program, and periodically carry out employee medical check-up. The health and employment insurance program includes:1. Health Social Security Agency Program (BPJS) for

Employment, including Workplace Accident Insurance (JKK) Life Insurance (JKM), Pension Plan (JHT) and Pension;

2. BPJS Health Program including outpatient and inpatient treatments.



Selain itu, seiring dengan mewabahnya Covid-19, kami telah menyusun dan menerapkan kebijakan protokol kesehatan yang wajib ditaati oleh seluruh karyawan. Kami telah membentuk Emergency Response Team (ERT) dan berkoordinasi dengan pihak terkait, seperti penyedia asuransi kesehatan, Dinas Tenaga Kerja, Otoritas Jasa Keuangan, Bank Indonesia, dan lainnya, untuk menyesuaikan kegiatan operasional, ketentuan penanganan pandemi Covid-19, persiapan BCP Bank Hana, serta kondisi darurat lainnya.

Kebijakan Bank Hana terkait Covid-19 Hana Bank’s Policy related to Covid-19

Hana Care

• Memastikan suhu tubuh seluruh karyawan dalam kondisi sehat saat tiba di kantor;

• Memonitor kondisi kesehatan karyawan setiap hari melalui platform Google Form;

• Menyesuaikan jadwal operasional kerja kantor pusat dan kantor cabang Bank;

• Menyediakan fasilitas kesehatan tambahan, yaitu vaksin influenza untuk karyawan;

• Menyediakan tunjangan kesehatan sebesar Rp1.000.000,- (karyawan tingkat 1-5) dan Rp500.000,- (karyawan kontrak) untuk membeli vitamin dan masker;

• Menyediakan tunjangan masker sebesar Rp1.000.000,- untuk seluruh karyawan (metode reimbursement);

• Menyediakan makan siang selama satu bulan untuk karyawan tingkat NS-7 dengan harga maksimum Rp50.000,- per hari;

• Mengganti transportasi bus karyawan dengan kapasitas yang lebih besar sebagai bentuk implementasi pembatasan sosial skala besar (PSBB) dan jaga jarak di Jakarta;

• Melaksanakan deep cleansing dan disinfektan secara berkelanjutan untuk memastikan kesehatan dan keselamatan kerja karyawan;

• Melaksanakan rapid test kepada sekitar 500 karyawan Bank di kantor Mangkuluhur dan Pejompongan;

• Melanjutkan kerja sama dengan perusahaan asuransi untuk mempermudah karyawan dalam berkonsultasi dengan dokter seputar kesehatan dan obat-obatan (asuransi dapat diakses melalui aplikasi HALODOC);

• Menyediakan vitamin, obat-obatan, hand sanitizer, dan perlengkapan kesehatan lainnya, seperti kursi roda, oksigen, alat pelindung diri, dan lainnya;

• Mengadakan grup sharing untuk karyawan yang terinfeksi Covid-19;

• Menyediakan pelayanan dan penasihat untuk karyawan yang terinfeksi Covid-19;

• Menyalurkan paket kesehatan kepada karyawan yang terinfeksi Covid-19; serta

• Mengadakan webinar dan/atau sosialisasi secara rutin tentang Covid-19 dengan mengundang ahli paru-paru, ahli psikologi, serta masyarakat yang masih berjuang melawan Covid-19.

• Ensuring all employees have a healthy body temperature when they arrive at the office;

• Monitor employees’ health conditions every day through the Google Form platform;

• Adjust operational schedule for working at the Head Office and branch offices;

• Providing additional health facilities, i.e. influenza vaccine for employees;

• Providing mask allowances of Rp1,000,000 (level 1-5 employees) and Rp500,000 (contract employees) to buy vitamins and masks;

• Providing mask allowance of Rp1,000,000 for all employees (reimbursement method);

• Providing lunch for one month for NS-7 level employees at a maximum price of Rp50,000 per day;

• Replacing employee bus transportation with a larger capacity as a form of the implementation of large-scale social restrictions (PSBB) and social distancing in Jakarta;

• Carry out deep cleansing and disinfecting on an ongoing basis to ensure employee’s health and safety;

• Conduct rapid tests about 500 Bank employees in Mangkuluhur and Pejompongan;

• Continue to work with insurance companies to facilitate employee who wans to consult with doctors about health and medicines (insurance can be accessed through the HALODOC application);

• Providing vitamins, medicines, hand sanitizers, and other health equipments, such as wheelchairs, oxygen, personal protective equipment, and others;

• Organizing group sharing for employees infected with Covid-19;

• Providing services and advisors for employees infected with Covid-19;

• Delivering health packages to employees infected with Covid-19; and

• Conduct regular webinars and/or dissemination on Covid-19 by inviting pulmonologists, psychologists, and people who are still struggling against Covid-19.

In addition to this, with the spread of Covid-19, we have prepared and implemented mandatory health protocols for all employees. We have established an Emergency Response Team (ERT) and have a coordination with related parties, such as health insurance providers, the Department of Manpower, the Financial Services Authority, Bank Indonesia, and others to adjust our operational activities, provisions for handling the Covid-19 pandemic, preparation of Hana Bank’s BCP, as well as other emergencies.



Kebijakan Bank Hana terkait Covid-19 Hana Bank’s Policy related to Covid-19

Business Continuity During Pandemic

• Melaksanakan protokol dan sosialisasi new normal;• Melaksanakan kampanye terkait kesadaran dan

kehatian-hatian terhadap Covid-19 di kantor pusat dan kantor cabang secara berkelanjutan;

• Memberlakukan pemisahan lantai dan pemisahan kantor;

• Mengimplementasikan pengelompokan cabang menjadi 19 kelompok;

• Mengimplementasikan work from home;• Memastikan protokol kesehatan dan keselamatan kerja

karyawan tetap berlangsung selama libur panjang;• Memberlakukan tindakan pencegahan Covid-19 di

kantor pusat dan kantor cabang Bank;• Menyusun matriks Covid-19 untuk karyawan yang

terinfeksi beserta orang sekitarnya;• Melaksanakan prosedur rapid test;• Melaksanakan perencanaan kelangsungan bisnis

(business continuity planning/BCP) untuk cabang di luar wilayah; serta

• Mengimplementasikan BCP di kantor pusat dan kantor cabang (19 kelompok) dengan menggunakan situs BCP.

• Implement the new normal protocol and dissemination;• Carry out campaigns related to awareness of Covid-19 at

the Head Office and branch offices on an ongoing basis;

• Implement floor separation and office separation;

• Implement branch groupings into 19 groups;

• Implement work from home;• Ensuring employee’s health and safety protocols are

maintained during long holidays;• Implement Covid-19 prevention measures at the Head

Office and branch offices;• Implement a Covid-19 matrix for infected employees

and their surroundings;• Carry out a rapid test procedure;• Carry out a Business Continuity Planning (BCP) for

outside branches; and

• Implement BCP at the Head Office and branch offices (19 groups) using the BCP website.

One Team & One Bank

• Melaporkan perkembangan terbaru kepada Manajemen Bank terkait kesehatan karyawan di kantor pusat dan kantor cabang, berita Covid-19, serta regulasi work from home;

• Menyampaikan laporan Covid-19 kepada regulator secara berkelanjutan;

• Mengadakan kerja sama dengan unit kepolisian untuk menjaga Bank dan karyawan saat sebelum dan setelah waktu kerja di kantor;

• Mengadakan kerja sama dengan tim IT untuk meningkatkan performa “Health Declaration” dari Google ke aplikasi;

• Mengadakan kerja sama dengan unit terkait dan menunjuk “floor champion” untuk mengantisipasi inspeksi dadakan dari regulator; serta

• Mengadakan tes simulasi di kantor pusat dan kantor cabang untuk mengantisipasi sanksi berat atas inspeksi yang dilaksanakan oleh regulator.

• Reporting the latest developments to the Bank’s Management regarding employee’s health at the Head Office and branch offices, Covid-19 news, and work from home regulations;

• Submit Covid-19 reports to regulators on an ongoing basis;

• Have a cooperation with the police to guard the Bank and employees during and after office hours;

• Collaborating with the IT team to improve the performance of Google’s “Health Declaration” to applications;

• Have a cooperation with related units and appoint a “floor champion” in anticipation of impromptu inspections from regulators; and

• Conduct simulated tests at the Head Office and branch offices to anticipate severe sanctions for inspections carried out by regulators.

Pengelolaan K3 yang prima tersebut menyebabkan tidak terdapatnya kecelakaan kerja di sepanjang tahun 2020.

RemunerasiSebagai bentuk apresiasi dan penghargaan terhadap kontribusi karyawan bagi keberlangsungan usaha Bank, kami memberikan remunerasi dan tunjangan bagi seluruh karyawan sesuai dengan upah minimum regional ataupun kabupaten/kota (UMR/UMK) di wilayah masing-masing.

Bentuk remunerasi yang diberikan meliputi:a. Gaji pokok;b. Tunjangan, termasuk tunjangan kebugaran;c. Bonus; dand. Asuransi kesehatan.

A first-rate occupational health and safety management ensure there were no workplace accidents recorded in 2020.

RemunerationAs a demonstration of our appreciation and respect for the contributions made by our employees for the Bank’s business continuity, we provide remuneration and allowances for all employees in accordance with the regional or district/city minimum wage (UMR/UMK) in each area.

The form of remuneration provided includes:a. Basic salary;b. Allowances, including fitness allowance;c. Bonuses; andd. Health insurance.



Perbandingan Upah Karyawan Pegawai Tetap Bank terhadap Upah Minimum Regional Comparison of the Bank’s Permanent Employees Salary to the Regional Minimum Wages

WilayahRegion

Upah Karyawan Tetap Bank yang Terendah

Lowest Bank’s Permanent Employees Salary

(Rp)

UMRRegional Minimum

Wages(Rp)

Rasio Upah Karyawan Tetap Bank yang Terendah terhadap UMR

Ratio of Lowest Bank’s Permanent Employees Salary to Regional

Minimum Wages(%)

DKI Jakarta 4,549,024 4,267,349 1 : 1.07

Banten 4,000,000 2,460,968 1 : 1.63

Jawa Barat / West Java 4,944,677 1,810,350 1 : 2.73

Jawa Tengah / Central Java 4,192,663 1,742,015 1 : 2.41

Jawa Timur / East Java 4,700,000 1,768,777 1 : 2.66

Lampung 4,800,000 2,431,324 1 : 1.97

Sumatera Utara / North Sumatera 4,283,672 2,499,422 1 : 1.71

Sumatera Selatan / South Sumatera 5,007,197 3,043,111 1 : 1.65

Sulawesi Utara / North Sulawesi 4,578,807 3,310,723 1 : 1.38

Sulawesi Selatan / South Sulawesi 5,135,183 3,103,800 1 : 1.65

Bali 4,980,028 2,493,523 1 : 2.00

Perbandingan Upah Karyawan Pegawai Tetap Bank terhadap Upah Minimum Kabupaten/KotaComparison of the Bank’s Permanent Employees Salary to the Regent/City Minimum Wages

WilayahRegion

Upah Karyawan Tetap Bank yang Terendah

Lowest Bank’s Permanent Employees Salary

(Rp)

UMKRegent/City

Minimum Wages(Rp)

Rasio Upah Karyawan Tetap Bank yang Terendah terhadap UMK

Ratio of Lowest Bank’s Permanent Employees Salary to Regent/City

Minimum Wages(%)

DKI Jakarta 4,549,024 4,267,349 1 : 1.07

Kota Tangerang / Tangerang City 4,000,000 4,199,029 1 : 0.95

Tangerang Selatan / South Tangerang 4,000,000 4,168,268 1 : 0.96

Kota Cilegon / Cilegon City 4,000,000 4,246,081 1 : 0.94

Kabupaten Bekasi / Bekasi Regency 4,944,677 4,498,000 1 : 1.10

Kota Bekasi / Bekasi City 4,944,677 4,589,708 1 : 1.08

Kabupaten Subang / Subang Regency 4,944,677 2,965,468 1 : 1.67

Kota Semarang / Semarang City 4,192,663 2,715,000 1 : 1.54

Surabaya 4,700,000 4,200,479 1 : 1.12

Denpasar Bali 4,980,028 2,770,260 1 : 1.80

Kota Bandar Lampung / Bandar Lampung City 4,800,000 2,653,222 1 : 1.81

Kota Medan / Medan City 4,283,672 3,222,556 1 : 1.33

Kota Palembang / Palembang City 5,007,197 3,165,519 1 : 1.58

Kota Makassar / Makassar City 5,135,183 3,191,572 1 : 1.61

Kota Manado / Manado City 4,578,807 3,390,937 1 : 1.35

Kota Bandung / Bandung City 5,145,013 3,623,778 1 : 1.42

Kota Cirebon / Cirebon City 4,000,000 2,219,487 1 : 1.80

Kota Bogor / Bogor City 5,149,212 4,169,806 1 : 1.23



Survei Keterlibatan KaryawanDalam menjaga hubungan baik dengan karyawan, secara rutin, kami melakukan survei keterlibatan karyawan untuk mengetahui kepuasan kerja dan keterikatan karyawan. Tingkat kepuasan dan keterikatan karyawan yang tinggi menunjukkan sikap positif karyawan terhadap pekerjaannya dan akan memengaruhi produktivitas kinerja. Survei dilakukan secara anonim berdasarkan lama kerja serta divisi karyawan yang diminta sebagai data demografis.

Pada tahun 2019, Bank telah melakukan survei dengan partisipan seluruh karyawan yang telah bergabung dengan Bank Hana selama satu tahun atau sebelum 1 Januari 2019. Pengisian survei oleh setiap karyawan dapat dilakukan secara anonim untuk menjaga kebebasan dalam memberikan jawaban secara jujur dan terbuka agar Bank dapat mengetahui permasalahan dan/atau keluhan yang diberikan oleh karyawan. Melalui survei ini, Bank dapat mengidentifikasi komponen yang telah berjalan dengan baik dan komponen yang perlu diperbaiki.

Adapun beberapa komponen yang menjadi indikator pengukuran pada survei ini, yaitu:1. Apakah kebutuhan dasar karyawan telah terpenuhi; 2. Seberapa jauh dukungan Manajemen terhadap karyawan;3. Bagaimana kerja sama antar karyawan/antar tim; serta

4. Seberapa dalam Bank memperhatikan pengembangan diri dan karier karyawan.

Adapun sepanjang tahun 2020, kami tidak melakukan survei kepuasan karyawan.

Sedangkan, survei keterlibatan karyawan belum dilaksanakan di tahun 2020 karena fokus Bank untuk menjaga kesehatan dan produktivitas karyawan di tengah pandemi Covid-19.

Tingkat Perputaran KaryawanKegiatan usaha pada industri perbankan sangat rentan dengan tingkat perputaran karyawan yang tinggi. Meskipun demikian, kami tetap menjaga kompetensi karyawan dan produktivitas kerjanya sehingga tidak terpengaruh tingkat perputaran karyawan tersebut. Informasi tingkat perputaran karyawan di Bank Hana ditunjukkan sebagai berikut.


Jumlah Karyawan OrangPeople 1,093 1,140 1,246 Total Employees

Jumlah Karyawan Keluar OrangPeople 182 339 240 Outgoing Employees

Pensiun OrangPeople 161 291 159 Retired

Mengundurkan Diri OrangPeople 2 3 2 Resigned

Employee Engagement SurveyIn maintaining good relations with employees, we regularly conduct employee engagement surveys to determine job satisfaction and employee engagement. High levels of employee satisfaction and engagement reflects the employee’s positive attitude towards their work and will affect performance productivity. The survey was conducted anonymously based on length of employment as well as division of employee requested as demographic data.

In 2019, the Bank conducted a survey participated by all employees who have joined Hana Bank for one year or before 1 January 2019. Each employee can fill out the survey anonymously to maintain freedom in giving answers honestly and openly so the Bank aware of problems and/or complaints as informed by employees. Through this survey, the Bank can identify components that have been running well and components that need improvement.

There are several components that serve as measurement indicators in this survey as follows:1. Whether an employee’s basic needs have been met;2. How far is the Management’s support for employees;3. How is the cooperation relationship between employees/

teams; and4. How far does the Bank pay attention to employees’

personal and career development.

We did not conduct any employee satisfaction survey during 2020.

Meanwhile, the employee engagement survey was not conducted in 2020 as the Bank focused on maintaining employee’s health and productivity amid the Covid-19 pandemic.

Employee Turnover RateBusiness activities in the banking industry are very vulnerable with high employee turnover. Even so, we still maintain employee competence and work productivity so not affected by the employee turnover rate. Information on employee turnover at Hana Bank is shown as follows.




Lainnya OrangPeople 19 45 79 Others

Tingkat Perputaran Karyawan % 16.30 28.42 20.12 Employee Turnover Rate

Program PensiunSelain memberikan remunerasi dengan jumlah yang sesuai, Bank Hana melaksanakan program pensiun sebagai bentuk apresiasi kepada karyawan dan kepedulian terhadap kesejahteraan karyawan pada masa pensiun. Program pension yang dilaksanakan meliputi dana pensiun dan pemberian kredit pensiunan.

Hingga akhir tahun 2020, terdapat 2 orang karyawan yang pensiun atau sekitar 0,18% dari total karyawan Bank.

Sarana Pengaduan Masalah KetenagakerjaanMengenai pengaduan masalah ketenagakerjaan, karyawan Bank dapat secara langsung menyampaikan laporan pengaduan kepada atasan/manajer terkait pada setiap unit bisnis ataupun secara tidak langsung, yakni melalui e-mail yang ditujukan untuk Divisi Human Capital Management melalui HC Manpower Relation. Namun, atas baiknya pengelolaan ketenagakerjaan di tahun 2020, Bank tidak menerima pengaduan terkait masalah ketenagakerjaan.

Pengembangan Sosial Kemasyarakatan

Dalam upaya memberikan makna kehadiran Bank Hana bagi masyarakat sekitar, kami melaksanakan kegiatan tanggung jawab sosial perusahaan (CSR). Kegiatan CSR dilakukan dalam bentuk pemberian edukasi, materiil, maupun pendanaan pada berbagai aktivitas masyarakat yang dipandang sesuai dengan tujuan pengembangan sosial kemasyarakatan Bank Hana. Kegiatan TJSL yang telah kami laksanakan diuraikan sebagai berikut.

Pendanaan Kegiatan CSR kepada Masyarakat CSR to the Community Activities Funding

(dalam Rp / in Rp)

Jenis Kegiatan 2020 2019 2018 Type of Activities

Pendidikan 500,000,000 459,011,150 973,631,316 Education

Sarana dan/atau Prasarana 350,000,000 350,000,000 - Facilities and/or Infrastructure

Kesehatan 1,588,800,000 19,824,000 - Health

Filantropi 10,000,000 53,100,000 971,201,400 Philantrophy

Total 2,448,800,000 881,935,150 1,944,832,716 Total

Pension ProgramIn addition to providing an appropriate amount of remuneration, Hana Bank carries out a pension program as a form of appreciation for employees and concern for the employee’s welfare during retirement. The pension program implemented includes pension funds and pension loans.

Until the end of 2020, there were 2 employees who had retired or 0.18% of the Bank’s total employees.

Employment Issues Complaints FacilityRegarding complaints on employment issues, the Bank’s employees can directly submit a complaint report to the relevant supervisor/manager in each business unit or indirectly, i.e. through e-mail addressed to the Human Capital Management Division through HC Manpower Relations. However, due to the good management of employment in 2020, the Bank did not receive any complaints related to employment issues.

Community Social Development

In an effort to give meaning to Hana Bank’s presence for the surrounding community, we implement corporate social responsibility (CSR) activities. CSR activities are carried out in the form of providing education, building materials, and funding for various community activities deemed in accordance with Hana Bank’s social development goals. The TJSL activities that we have carried out are described as follows.



Kegiatan CSR kepada Masyarakat Tahun 2020 CSR to the Community Activities in 2020

Jenis KegiatanType of Activities

UraianDescription

LokasiLocation

Penerima Manfaat

Beneficiary

DanaFund (Rp)

Pendidikan / Education

BeasiswaScholarship

Penyaluran dana beasiswa dari Hana Nanum Foundation secara regular setiap tahunnya kepada 7 universitas di Indonesia. Beasiswa ini diperuntukan bagi siswa-siswa berprestasi yang berasal dari ekonomi menengah ke bawah.Providing scholarship fund via Hana Nanum Foundation regularly every year to 7 universities in Indonesia. This scholarship is intended for outstanding students from middle to lower economies.

Online melalui Aplikasi Zoom Online through the Zoom Application

50 orang siswa/i / students

500,000,000

Sarana dan/atau Prasarana / Facilities and/or Infrastructure

Bantuan Fasilitas PendidikanEducational Facility Assistance

Bantuan bus sekolah kepada Jakarta Intercultural Korean School (JIKS). Bantuan ini akan dimanfaatkan bagi siswa yang tinggal di daerah yang jauh dari sekolah agar tidak kesulitan mendapatkan transportasi yang aman.School bus assistance for Jakarta Intercultural Korean School (JIKS). This assistance will be used for students who live in areas far from schools so they won’t have trouble in getting safe transportation to and from school.

Jakarta Intercultural Korean School, Jakarta Timur

70 orang siswa/i / students

350,000,000

Kesehatan / Health

Donasi Alat Pelindung DiriDonation of Personal Protective Equipment

Pemberian bantuan 500 alat pelindung diri (APD) dan juga face shield untuk para petugas kesehatan yang berada di Rumah Sakit Siloam Kebon Jeruk, Puskesmas Grogol, dan Puskesmas Jelambar.Providing assistance of 500 personal protective equipment (PPE) and also face shields for health workers at Siloam Hospital, Kebon Jeruk, Grogol Public Health Center and Jelambar Public Health Center.

Kantor Pusat Bank HanaHana Bank Head Office

500 orang / people 38,500,000

Donasi Rapid Test Covid-19Donation of Covid-19 Rapid Test Kits

Pemberian bantuan alat rapid test melalui Kementerian Kesehatan sebanyak 10.000 unit. Upaya ini sebagai bentuk dukungan Bank Hana terhadap pengendalian pandemi Covid-19 di Indonesia.Providing 10,000 rapid test kits through the Ministry of Health. This effort is a form of Hana Bank’s support for controlling the spread of Covid-19 pandemic in Indonesia.

Gedung Kementerian Kesehatan IndonesiaIndonesian Ministry of Health Building

10,000 orang / people

1,550,300,000

Filantropi / Philanthropy

Donasi Pemulihan BencanaDonation in Disaster Recovery Efforts

Bekerja sama dengan KKN-PPM Universitas Gadjah Mada (UGM), Bank Hana memberikan donasi untuk pemulihan korban gempa di Desa Medana, Lombok.Collaborate with the KKN-PPM Universitas Gadjah Mada (UGM), Hana Bank distributed donation for the recovery of earthquake victims in Medana Village, Lombok.

Desa Medana, LombokMedana Village, Lombok

Masyarakat Desa Medana / Medana Village Community

10,000,000

Kami juga turut mendukung beberapa kegiatan tertentu dengan memberikan dukungan dalam bentuk aktivitas berikut.

Aktivitas yang DisponsoriBiaya SponsorhipSponsorship Costs

(Rp)Sponsored Activities

Hari Ulang Tahun Kepolisian Daerah (Polda) Metro Jaya ke-71 Tahun 15,000,000 The 71st Anniversary of the Regional Police (Polda)

Metro Jaya

Pameran Foto Rekam Jakarta oleh Pewarta Foto Indonesia (PFI) 5,000,000 Jakarta Photography Exhibition by Indonesian

Photo Journalists (PFI)

We also support certain activities by providing support in the form of the following activities.



Membangun Budaya Keberlanjutan Lingkungan Hidup

Walaupun kegiatan usaha Bank Hana tidak bersinggungan langsung dengan lingkungan, namun kelestarian ekosistem lingkungan hidup merupakan isu penting yang kami perhatikan. Sebagai lembaga jasa keuangan yang menyalurkan kredit, kami perlu memperhatikan agar penyaluran kredit tersebut tidak salah sasaran dan tidak bertentangan dengan upaya pengendalian lingkungan hidup. Oleh karena itu, kami melaksanakan pembiayaan kegiatan usaha yang memenuhi prinsip keuangan berkelanjutan. Kami juga mengimplementasikan program green office melalui kegiatan efisiensi penggunaan energi dan sumber daya di kantor operasional mengingat besarnya kebutuhan terhadap energi dan sumber daya tertentu bagi kegiatan usaha perbankan.

Pembiayaan Kegiatan Usaha Berkelanjutan

Komitmen Bank terhadap upaya menjaga kelestarian lingkungan hidup ditunjukkan melalui pembiayaan kegiatan usaha yang memenuhi prinsip-prinsip berkelanjutan. Kebijakan Bank Hana dalam pembiayaan kegiatan usaha ramah lingkungan meliputi:1. Memastikan bahwa semua debitur telah lulus penilaian

risiko sosial dan lingkungan hidup dalam Environmental and Social Risk Management System (ESMS);

2. Memastikan debitur telah memenuhi persyaratan Analisis Dampak Lingkungan (AMDAL); serta

3. Tidak memberikan pembiayaan pada debitur atau industri yang tidak ramah lingkungan maupun yang tergolong dalam exclusion list.

Pembiayaan Bank Hana pada kegiatan usaha berkelanjutan ditunjukkan sebagai berikut.

Kategori SatuanUnit 2020 2019 2018 Category

Total Pembiayaan Kegiatan Usaha Berkelanjutan

Juta RupiahMillion Rupiah

6,443,765 5,773,580 6,865,172 Total Sustainable Business Activity Financing

Total Kredit/Pembiayaan Kegiatan Usaha Berkelanjutan terhadap Total Kredit Bank % 22.46 17.28 19.46 Total Loans/Sustainable Business Activity

Financing to Total Bank Loans

Keberlanjutan Ekosistem Lingkungan HidupEnvironmental Ecosystem Sustainability

Building a Culture of Environmental Sustainability

Although Hana Bank’s business activities do not directly intersect with the environment, the preservation of environmental ecosystems is an important issue that demands our attention. As a financial service institution that provided loans, we need to be mindful that the distribution of that loans does not reach the wrong target and does not conflict with efforts to manage the environment. Because of this, we finance business activities that fulfil the principles of financial sustainability. We also implement a green office program, through efficient use of energy and resources in operational offices, in consideration of the large demand for energy and certain resources for banking business activities.

Sustainable Business Activities Financing

The Bank’s commitment to efforts to preserve the environment are demonstrated by financing business activities that fulfil sustainability principles. Hana Bank’s policies in financing environmentally-friendly business activities include:

1. Ensuring that all debtors have passed the social and environment assessment in the Environmental and Social Risk Management System (ESMS);

2. Ensuring debtors have fulfilled the requirement of the Environmental Impact Analysis (AMDAL); and

3. Not providing financing to debtors or industries that are environmentally unfriendly, and classifying them on the exclusion list.

Hana Bank’s financing for business activities is shown as shown below.



In addition, Hana Bank also provides loans to business activities that meet the sustainability principle based on IFC’s assessment with the following details.

Selain itu, Bank Hana juga memberikan kredit kepada kegiatan usaha yang memenuhi prinsip keberlanjutan berdasarkan penilaian IFC dengan rincian sebagai berikut.

Pemberian Kredit berdasarkan Sektor Industri IFC Loan Distribution based on IFC Industry Sector

Sektor Industri*)

Industry Sector

Indikasi Portofolio Portfolio Indicator

Total (Juta Rp)

Total(Million Rp)

PersentasePercentage

%

Agriculture 427,381 1.49

Wearing Apparel, Dressing, and Dyeing of Fur 1,291,076 4.50

Manufacture of Chemicals and Chemical Products 625,530 2.18

Manufacture of Motor Vehicles, Trailers, and Semi-Trailers 509,274 1.77

Manufacture of Other Transport Equipment 4,458 0.02

Construction and Real Estate 5,689,975 19.82

Food and Beverages 494,756 1.72

Electronics 241,354 0.84

Textiles 1,102,905 3.84

Manufacture of Basic Metals 351,065 1.22

Financial Intermediation and Insurances 10,011,623 9.34

Fishing, Aquaculture, and Service Activities Incidental to Fishing 56,651 0.20

Forestry - 0.00

Furniture 716,051 2.49

Office, Accounting, and Computing Machinery - 0.00

Tanning and Dressing of Leather 1,313,822 4.58

Machinery and Equipment N.E.C. 789,633 2.75

Other Non-Metallic Mineral Products 116,139 0.40

Oil, Gas, and Mining 4,334,809 1.69

Rubber and Plastics Products 1,089,951 3.80

Publishing, Printing, and Reproduction of Recorded Media 90,995 0.32

Paper and Paper Products 863,952 3.01

Post and Telecommunications 63,492 0.22

Transportation and Warehousing 1,794,482 6.25

Wholesale and Retail Trade 485,076 10.05

Hotel and Restaurant Related Services 2,884,018 3.97

Electricity, Gas, and Water Supply 1,139,774 3.89

Recycle - 0.00

Public Administration and Defence; Compulsory Social Security - 0.00

Manufacture of Tobacco Products - 0.00

Others 6,188,079 9.82

*) Data berdasarkan LBU Form 11 per Desember 2020 dan belum berdasarkan Laporan Keuangan Audited.*) Data is based on LBU Form 11 as of December 2020, not based on the Audited Financial Statements.



Pembiayaan Kegiatan Usaha Berkelanjutan Sustainable Business Activity Financing

(dalam juta Rp / in million Rp)

Kegiatan Usaha Penyaluran KreditLoans Distribution Business Activities

Energi Terbarukan 972,766 Renewable Energy

Efisiensi Energi 49,182 Energy Efficiency

Pencegahan dan Pengendalian Polusi 90,043 Pollution Prevention and Control

Pengelolaan Sumber Daya Alam Hayati dan Penggunaan Lahan yang Berkelanjutan 317,084 Management of Natural Resources and

Sustainable Land Use

Konservasi Keanekaragaman Hayati Darat dan Air - Conservation of Land and Water Biodiversity

Transportasi Ramah Lingkungan 669,763 Environmentally Friendly Transportation

Pengelolaan Air dan Air Limbah yang Berkelanjutan - Sustainable Water and Wastewater Management

Adaptasi Perubahan Iklim - Climate Change Adaptation

Produk yang Dapat Mengurangi Penggunaan Sumber Daya dan Menghasilkan Lebih Sedikit Polusi (Eco-efficient) - Products That Can Reduce Use of Resources and Produce

Less Pollution (Eco-efficient)

Bangunan Berwawasan Lingkungan yang Memenuhi Standar atau Sertifikasi yang Diakui Secara Nasional, Regional, atau Internasional

330Environmentally Friendly Buildings that Meets National,

Regional, or International Recognized Standards or Certifications

Kegiatan Usaha dan/atau Kegiatan Lain yang Berwawasan Lingkungan Lainnya 40,345 Other Environmentally Friendly Business Activities

and/or Other Activities

Kegiatan UMKM 4,304,253 MSME Activities

Total 6,443,765 Total

Pembiayaan Kegiatan Usaha Berkelanjutan berdasarkan Skala Usaha Sustainable Business Activity Financing Based on Business Scale

(dalam juta Rp / in million Rp)

Kegiatan UsahaNon-UMKM UMKM

Business Activities2020 2019 2018 2020 2019 2018

Energi Terbarukan 972,766 566,565 - 2 2,570 49 Renewable Energy

Efisiensi Energi 49,182 57,267 7,496 47,542 27,378 23,081 Energy Efficiency

Pencegahan dan Pengendalian Polusi 90,043 79,958 51,640 - - - Pollution Prevention and

Control

Pengelolaan Sumber Daya Alam Hayati dan Penggunaan Lahan yang Berkelanjutan

317,084 210,376 173,448 9,303 123,522 114,304Management of Natural

Resources and Sustainable Land Use

Konservasi Keanekaragaman Hayati Darat dan Air - - - - - - Conservation of Land and

Water Biodiversity

Transportasi Ramah Lingkungan 669,763 111,371 25,670 - - - Environmentally Friendly

Transportation

Pengelolaan Air dan Air Limbah yang Berkelanjutan - - - - - - Sustainable Water and

Wastewater Management

Adaptasi Perubahan Iklim - - - - - - Climate Change Adaptation

Produk yang Dapat Mengurangi Penggunaan Sumber Daya dan Menghasilkan Lebih Sedikit Polusi (Eco-efficient)

- 59,705 1 2,174 2,108 837Products That Can Reduce Use of Resources and Produce Less

Pollution (Eco-efficient)

Bangunan Berwawasan Lingkungan yang Memenuhi Standar atau Sertifikasi yang Diakui Secara Nasional, Regional, atau Internasional

330 932 1,252 - 2,466 2,417

Environmentally Friendly Buildings that Meets National,

Regional, or International Recognized Standards or

Certifications



Energy Consumption

We use electricity and fossil fuels (BBM) for daily operational needs. The electricity is sourced from the State Electricity Company (PLN) and is used to activate the electronic equipment that are needed to run Bank’s operational activities, while supporting customer service. Meanwhile, BBM is used for company vehicles, and the maintenance of lifts, and generators.

We are aware that electricity and BBM are non-renewable and in limited supply. Because of this, we implement energy efficiency efforts, including turning off lights at break times, lighting corridors with alternating lights, and appealing to employees to turn off electronic devices when not in use. Meanwhile, fuel efficiency is implemented by reducing the number of physical meetings between offices, and substituting them for teleconferencing technologies.

Through these efforts, the use of electricity and BBM at Hana Bank is more efficient. The following is further information related to energy use at Hana Bank.

Kegiatan UsahaNon-UMKM UMKM

Business Activities2020 2019 2018 2020 2019 2018

Kegiatan Usaha dan/ atau Kegiatan Lain yang Berwawasan Lingkungan Lainnya

40,345 261,332 1,236,816 - 1,301,391 223,283Other Environmentally Friendly

Business Activities and/or Other Activities

Kegiatan Lainnya - - - 4,245,232 2,966,636 5,004,880 Other Activities

Total 2,139,512 1,347,508 1,496,321 4,304,253 4,426,072 5,368,850 Total

Penggunaan Energi

Kami menggunakan energi listrik dan bahan bakar minyak (BBM) untuk keperluan operasional sehari-hari. Energi listrik yang bersumber dari PT Perusahaan Listrik Negara (PLN) digunakan untuk mengaktifkan perangkat elektronik untuk menjalankan berbagai aktivitas operasional Bank sekaligus mendukung pelayanan bagi nasabah. Sedangkan, penggunaan BBM dimanfaatkan untuk transportasi kendaraan dinas kantor, perawatan lift, dan genset.

Kami menyadari bahwa listrik dan BBM merupakan sumber energi tak terbarukan dan ketersediaannya terbatas. Oleh sebab itu, kami telah melakukan upaya-upaya penghematan energi, seperti mematikan lampu pada jam istirahat, menyalakan lampu koridor dengan selang-seling (tidak seluruhnya), serta menggalakan himbauan untuk mematikan alat elektronik setelah selesai digunakan. Sedangkan, penghematan BBM dilakukan Bank melalui pengurangan pertemuan fisik antar-kantor dan menggantinya dengan teknologi teleconference.

Melalui upaya tersebut, jumlah penggunaan listrik dan BBM di Bank Hana dapat diefisienkan. Berikut informasi terkait penggunaan energi oleh Bank Hana.

Volume Penggunaan Energi Energy Consumption Volume

BBMFuel

ListrikElectricity

GJ

GJ

12,515.45

19,960.42

20,549.19

22,614.72

21,493.75

21,013.45

SatuanUnit

SatuanUnit

2020

2020

2019

2019

2018

2018



Intensitas Penggunaan Energi terhadap Pendapatan Operasional The Intensity of Energy Use against Operating Income

BBMFuel

ListrikElectricity

GJ/Juta RupiahGj/Million Rupiah

GJ/Juta RupiahGj/Million Rupiah

0.0040

0.0063

0.0056

0.0062

0.0067

0.0066

SatuanUnit

SatuanUnit

2020

2020

2019

2019

2018

2018

Efisiensi Energi Energy Efficiency

ListrikElectricity

GJ 2,654 (1,601) Tidak diukurNot measured

SatuanUnit 2020 2019 2018

BBMFuel

GJ 8,034 945 Tidak diukurNot measured


Penggunaan Air dan Kertas

Sumber daya lain yang banyak digunakan dalam aktivitas operasional kami adalah air. Meskipun jumlahnya melimpah, namun kami tetap menggunakannya secara bijak dan mengefisienkan penggunaannya. Berikut informasi terkait penggunaan air di seluruh wilayah operasional Bank Hana.

Volume Penggunaan Air Water Consumption Volume

Totalm3 23,895 18,902 17,496


Water and Paper Consumption

Another resource that is used frequently during our operational activities is water. Despite its abundant supply, we still encourage it to be used wisely and efficiently. The following is information related to water use in all operational areas of Hana Bank.



In addition, paper is another material used frequently to support the Bank’s operational activities and in significant quantities. The efforts to use paper efficiently have been undertaken by the use of advancing technologies through digital systems, such as My Hana Mobile Banking. Not only that, whenever possible, we print documents double-sided, or use recycled paper, where one side is still unused.

Information on paper consumption in Hana Bank’s operational activities is shown as follows.

Environmental Issues Complaint Facility

We extend the opportunity for the public to submit complaints regarding Hana Bank or its employees with regards to environmental issues. Complaints can be made via Call Hana 1-500-021 to be appropriate follow-up. However, as evidence of good business management in 2020, we did not receive any reports of environmental violations.

Environmental Management Cost

Apart from sustainable business activities financing, we did not incur any special costs in implementing environmental management.

Selain itu, kertas menjadi material yang banyak digunakan untuk mendukung kegiatan operasional Bank dan dalam jumlah yang signifikan dalam. Upaya mengefisiensikan penggunaannya telah kami lakukan dengan memanfaatkan kemajuan teknologi melalui sistem digital, yaitu My Hana Mobile Banking. Selain itu, apabila dimungkinkan, kami mencetak beberapa dokumen dengan tampilan bolak-balik atau menggunakan kertas yang sudah terpakai, namun halaman sebaliknya masih kosong.

Informasi penggunaan kertas dalam aktivitas operasional Bank Hana ditunjukkan sebagai berikut.

Jumlah Kertas

TerpakaiTotal Paper

ConsumptionKg 13,026 17,646 20,357


Sarana Pengaduan Masalah Lingkungan

Kami membuka kesempatan bagi masyarakat untuk menyampaikan pengaduan apabila Bank Hana maupun karyawan menimbulkan masalah lingkungan hidup. Pengaduan dapat disampaikan melalui Call Hana 1-500-021 untuk ditindaklanjuti secara tepat. Namun, atas baiknya pengelolaan usaha di tahun 2020, kami tidak menerima laporan pelanggaran masalah lingkungan hidup.

Biaya Pengelolaan Lingkungan Hidup

Selain pembiayaan kegiatan usaha berkelanjutan, kami tidak mengeluarkan biaya khusus dalam melaksanakan pengelolaan lingkungan hidup.



No. UraianDescription

HalamanPage

1 Penjelasan Strategi Keberlanjutan Explanation of Sustainability Strategy

2 Ikhtisar Kinerja Aspek Keberlanjutan Performance Overview of Sustainability Aspect

a. Aspek ekonomi, paling sedikit meliputi: a. Economic aspect, at least includes: 4

1) Kuantitas produksi atau jasa yang dijual; 1) Quantity of products and services sold;

2) Pendapatan atau penjualan; 2) Revenue or sales;

3) Laba atau rugi bersih; 3) Net profit or loss;

4) Produk ramah lingkungan; dan 4) Environment-friendly products; and

5) Pelibatan pihak lokal yang berkaitan dengan proses bisnis Keuangan Berkelanjutan.

5) Engangement of local party related to business process of Sustainable Finance.

b. Aspek lingkungan hidup, paling sedikit meliputi: b. Environmental aspect, at least includes: 5

1) Penggunaan energi (antara lain listrik dan air); 1) Energy consumption (including electricity and water);

2) Pengurangan emisi yang dihasilkan Perusahaan yang proses bisnisnya berkaitan langsung dengan lingkungan hidup;

2) Reduction of emission generated by a company in which its business process directly related to environment;

3) Pengurangan limbah dan efluen (limbah yang telah memasuki lingkungan) yang dihasilkan Perusahaan yang proses bisnisnya berkaitan langsung dengan lingkungan hidup; atau

3) Reduction of waste and effluent (waste entering environment) generated by a company in which its business process directly related to environment; or

4) Pelestarian keanekaragaman hayati bagi Perusahaan yang proses bisnisnya berkaitan langsung dengan lingkungan hidup.

4) Biodiversity conservation for a company in which its business process directly related to environment.

c. Aspek sosial yang merupakan uraian mengenai dampak positif dan negatif dari penerapan Keuangan Berkelanjutan bagi masyarakat dan lingkungan (termasuk orang, daerah, dan dana).

c. Social aspect, which is a description of positive and negative impacts of implementing Sustainability Finance for community and environment (including people, area, and fund).

5

3 Profil Singkat Perusahaan Brief Company Profile

a. Visi, misi, dan nilai keberlanjutan Perusahaan; a. Corporate vision, mission, and sustainable values;

19

b. Nama, alamat, nomor telepon, nomor faksimili, alamat surat elektronik (e-mail), dan situs web, serta kantor cabang dan/atau kantor perwakilan Perusahaan;

b. Name, address, phone number, facsimile number, e-mail address, website, and addresses of branch offices and/or representative office of the Company;

20

c. Skala usaha Perusahaan secara singkat, meliputi: c. Brief Company’s business scale includes: 21-23, 26-271) Total aset atau kapitalisasi aset, dan total

kewajiban (dalam jutaan rupiah);1) Total assets or asset capitalization, and total

obligations (in million rupiah);

2) Jumlah karyawan yang dibagi menurut jenis kelamin, jabatan, usia, pendidikan, dan status ketenagakerjaan;

2) Total employees classified by gender, position, age, education, and employment status;

3) Persentase kepemilikan saham (publik dan pemerintah); dan

3) Percentage of shareholding (public and government); and

4) Wilayah operasional. 4) Area of operations.

d. Penjelasan singkat mengenai produk, layanan, dan kegiatan usaha yang dijalankan;

d. Brief description of products, services, and business operations;

24-25

e. Keanggotaan pada asosiasi; e. Membership in associations; 6

Referensi Kriteria POJK No. 51/OJK.03/2017 Criteria Reference pursuant to the Financial Services Authority’s Regulation of No. 51/OJK.03/2017



HalamanPage

f. Perubahan Perusahaan yang bersifat signifikan, antara lain terkait dengan penutupan atau pembukaan cabang, dan struktur kepemilikan.

f. Significant changes of the Company, including those related to closing or opening branch(es), and ownership structure.

27

4 Penjelasan Direksi Board of Directors’ Explanation

a. Kebijakan untuk merespon tantangan dalam pemenuhan strategi keberlanjutan, paling sedikit meliputi:

a. Policy to respond challenges to comply with a sustainability strategy, at least includes:

7-8

1) Penjelasan nilai keberlanjutan bagi Perusahaan;

1) Explanation of sustainability values for the Company;

2) Penjelasan respon Perusahaan terhadap isu terkait penerapan Keuangan Berkelanjutan;

2) Explanation of the Company’s responses to issues related to implementing Sustainable Finance;

3) Penjelasan komitmen pimpinan Perusahaan dalam pencapaian penerapan Keuangan Berkelanjutan;

3) Explanation of commitment of the Company’s leadership to achieve targets of implementing Sustainable Finance;

4) Pencapaian kinerja penerapan Keuangan Berkelanjutan; dan

4) Performance achievements of implementing Sustainable Finance; and

5) Tantangan pencapaian kinerja penerapan Keuangan Berkelanjutan.

5) Performance achievement challenges of implementing Sustainable Finance.

b. Penerapan Keuangan Berkelanjutan, paling sedikit meliputi:

b. Implementing Sustainable Finance, at least includes:

9-10

1) Pencapaian kinerja penerapan Keuangan Berkelanjutan (ekonomi, sosial, dan lingkungan hidup) dibandingkan dengan target; dan

1) Performance achievement of implementing Sustainable Finance (economic, social, and environmental aspects) compared with targets; and

2) Penjelasan prestasi dan tantangan termasuk peristiwa penting selama periode pelaporan (bagi Perusahaan yang diwajibkan membuat Rencana Aksi Keuangan Berkelanjutan).

2) Explanation of achievements and challenges, including important events during the reporting period (for a company required to make an Action Plan of Sustainable Finance).

c. Strategi pencapaian target, paling sedikit meliputi:

c. Strategy for achieving targets, at least includes: 8-9

1) Pengelolaan risiko atas penerapan Keuangan Berkelanjutan terkait aspek ekonomi, sosial, dan lingkungan hidup;

1) Risk management of implementing Sustainable Finance related to economic, social, and environmental aspects;

2) Pemanfaatan peluang dan prospek usaha; dan 2) Benefitting opportunities and business prospect; and

3) Penjelasan situasi eksternal ekonomi, sosial, dan lingkungan hidup yang berpotensi mempengaruhi keberlanjutan Perusahaan.

3) Explanation of external economic, social, and environmental conditions potentially affecting the Company’s sustainability.

5 Tata Kelola Keberlanjutan Sustainability Governance

a. Uraian mengenai tugas bagi Direksi dan Dewan Komisaris, pegawai, pejabat dan/atau unit kerja yang menjadi penanggung jawab penerapan Keuangan Berkelanjutan.

a. Explanation of duties of Board of Directors and Board of Commissioners, employee, executive, and/or work unit to be responsible for implementing Sustainable Finance.

31

b. Penjelasan mengenai pengembangan kompetensi yang dilaksanakan terhadap anggota Direksi, anggota Dewan Komisaris, pegawai, pejabat dan/atau unit kerja yang menjadi penanggung jawab penerapan Keuangan Berkelanjutan.

b. Explanation of competence development for members of Board of Directors and Board of Commissioners, employee, executive, and/or work unit to be responsible for implementing Sustainable Finance.

31

c. Penjelasan mengenai prosedur Perusahaan dalam mengidentifikasi, mengukur, memantau, dan mengendalikan risiko atas penerapan Keuangan Berkelanjutan terkait aspek ekonomi, sosial, dan lingkungan hidup, termasuk peran Direksi dan Dewan Komisaris dalam mengelola, melakukan telaah berkala, dan meninjau efektivitas proses manajemen risiko perusahaan.

c. Explanation of the Company’s procedure for identifying, measuring, monitoring, and controlling risks as the result of implementing Sustainable Finance related to economic, social, and environmental aspects, including roles of Board of Directors and Board of Commissioners in managing, reviewing periodically, and evaluating effectiveness of corporate risk management process.

32-34




HalamanPage

d. Penjelasan mengenai pemangku kepentingan yang meliputi:

d. Explanation of stakeholders, includes:

1) Keterlibatan pemangku kepentingan berdasarkan hasil penilaian (assessment) manajemen, RUPS, surat keputusan atau lainnya; dan

1) Engagement of stakeholders based on result of assessment on the Management, GMS, decisions, or others; and

16-17

2) Pendekatan yang digunakan Perusahaan dalam melibatkan pemangku kepentingan dalam penerapan Keuangan Berkelanjutan, antara lain dalam bentuk dialog, survei, dan seminar.

2) Approach used by the Company to engage stakeholders in implementing Sustainable Finance, among others, as dialog, survey, and seminar.

16-17

e. Permasalahan yang dihadapi, perkembangan, dan pengaruh terhadap penerapan Keuangan Berkelanjutan.

e. Problems encountered, developments, and influence toward implementing Sustainable Finance.

13-16

6 Kinerja Keberlanjutan Sustainability Performance

a. Penjelasan mengenai kegiatan membangun budaya keberlanjutan di internal Perusahaan.

a. Explanation of activities in building the culture of sustainability within the Company.

28-29

b. Uraian mengenai kinerja ekonomi dalam 3 tahun terakhir meliputi:

b. Explanation of economic performance in the last 3 years, includes:

1) Perbandingan target dan kinerja produksi, portofolio, target pembiayaan, atau investasi, pendapatan dan laba rugi dalam hal Laporan Keberlanjutan disusun secara terpisah dengan Laporan Tahunan; dan

1) Comparison between target and performance of production, portfolio, financing target, or investment, revenue and profit/loss in terms of the Sustainability Report are prepared separately from the Annual Report; and

38-41

2) Perbandingan target dan kinerja portofolio, target pembiayaan, atau investasi pada instrumen keuangan atau proyek yang sejalan dengan penerapan Keuangan Berkelanjutan.

2) Comparison between target and performance of portfolio, financing target, or investment of financial instruments or projects which are in line with the implementation of Sustainable Finance.

58-61

c. Kinerja sosial dalam 3 tahun terakhir: c. Social performance in the last 3 years:

1) Komitmen Perusahaan untuk memberikan layanan atas produk dan/atau jasa yang setara kepada konsumen.

1) Company’s commitment to providing consumers with equal products and/or services.

44

2) Ketenagakerjaan, paling sedikit memuat: 2) Employment, at least contains: 49-56

a) Pernyataan kesetaraan kesempatan bekerja dan ada atau tidaknya tenaga kerja paksa dan tenaga kerja anak;

a) Statement on equality of job opportunity and existence of forced labor and child labor;

b) Persentase remunerasi pegawai tetap di tingkat terendah terhadap upah minimum regional;

b) Percentage of permanent employee’s lowest remuneration to regional minimum wage;

c) Lingkungan bekerja yang layak dan aman; dan

c) Decent, safe workplace; and

d) Pelatihan dan pengembangan kemampuan pegawai.

d) Training and development on employees’ capability.

3) Masyarakat, paling sedikit memuat: 3) Community, at least contains: 42-43, 56-57a) Informasi kegiatan atau wilayah operasional

yang menghasilkan dampak positif dan dampak negatif terhadap masyarakat sekitar termasuk literasi dan inklusi keuangan;

a) Information of activities or area of operations making positive and negative impacts on surrounding communities, including financial literacy and inclusion;

b) Mekanisme pengaduan masyarakat serta jumlah pengaduan masyarakat yang diterima dan ditindaklanjuti; dan

b) Public complaint mechanism as well as total public complaints received and followed up; and

c) TJSL yang dapat dikaitkan dengan dukungan pada tujuan pembangunan berkelanjutan meliputi jenis dan capaian kegiatan program pemberdayaan masyarakat.

c) Social and environmental responsibility which can be associated with support to the sustainable development goals, i.e. types and achievements of community empowerment programs.



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d. Kinerja Lingkungan Hidup, paling sedikit memuat: d. Environmental performance, at least contains: 63

1) Biaya Lingkungan Hidup yang dikeluarkan; 1) Environmental cost spent; N/A

2) Uraian mengenai penggunaan material yang ramah lingkungan, misalnya penggunaan jenis material daur ulang; dan

2) Explanation of use of environment-friendly material, e.g. use of recycled material; and

3) Uraian mengenai penggunaan energi, paling sedikit memuat:

3) Explanation of energy consumption, at least contains:

a) Jumlah dan intensitas energi yang digunakan; dan

a) Total and intensity of energy consumed; and 61-63

b) Upaya dan pencapaian efisiensi energi yang dilakukan termasuk penggunaan sumber energi terbarukan.

b) Effort and achievement of energy efficiency implemented, including use of renewable energy.

e. Kinerja Lingkungan Hidup bagi Perusahaan yang proses bisnisnya berkaitan langsung dengan Lingkungan Hidup paling sedikit memuat:

e. Environmental performance for a company in which its business process directly related to environment, at least contains:

N/A

1) Kinerja sebagaimana dimaksud dalam huruf d; 1) Performance as referred to in item d;

2) Informasi kegiatan atau wilayah operasional yang menghasilkan dampak positif dan dampak negatif terhadap Lingkungan Hidup sekitar terutama upaya peningkatan daya dukung ekosistem;

2) Information of activities or area of operations making positive and negative impacts on surrounding environment, especially of effort for improving ecosystem carrying capacity;

3) Keanekaragaman hayati, paling sedikit memuat:

3) Biodiversity, at least contains:

a) Dampak dari wilayah operasional yang dekat atau berada di daerah konservasi atau memiliki keanekaragaman hayati; dan

a) Impacts from area of operations which is close to or located within a conservation area or an area having biodiversity; and

b) Usaha konservasi keanekaragaman hayati yang dilakukan, mencakup perlindungan spesies flora atau fauna.

b) Biodiversity conservation efforts, include flora or fauna species protection.

4) Emisi, paling sedikit memuat: 4) Emission, at least contains:

a) Jumlah dan intensitas emisi yang dihasilkan berdasarkan jenisnya; dan

a) Total and intensity of emission generated by type; and

b) Upaya dan pencapaian pengurangan emisi yang dilakukan.

b) Efforts and achievements of emission reduction.

5) Limbah dan efluen, paling sedikit memuat: 5) Waste and effluent, at least contains:

a) Jumlah limbah dan efluen yang dihasilkan berdasarkan jenis;

a) Total waste and effluent generated by type;

b) Mekanisme pengelolaan limbah dan efluen; dan

b) Mechanism of waste and effluent treatment; and

c) Tumpahan yang terjadi (jika ada). c) Spills (if any).

6) Jumlah dan materi pengaduan Lingkungan Hidup yang diterima dan diselesaikan.

6) Total and subjects of environmental complaints received and settled.




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f. Tanggung jawab pengembangan Produk dan/atau Jasa Keuangan Berkelanjutan, paling sedikit memuat:

f. Responsibility for developing Products and/or Services of Sustainable Finance, at least contains:

1) Inovasi dan pengembangan Produk dan/atau Jasa Keuangan Berkelanjutan;

1) Innovations and development of Products and/or Services of Sustainable Finance;

24-25

2) Jumlah dan persentase produk dan jasa yang sudah dievaluasi keamanannya bagi pelanggan;

2) Total and percentage of products and services evaluated in terms of their safety to customers;

N/A

3) Dampak positif dan dampak negatif yang ditimbulkan dari Produk dan/atau Jasa Keuangan Berkelanjutan dan proses distribusi, serta mitigasi yang dilakukan untuk menanggulangi dampak negatif;

3) Positive and negative impacts as the result of Products and/or Services of Sustainable Finance and their distribution processs, and mitigation measures taken to control negative impact;

N/A

4) Jumlah produk yang ditarik kembali dan alasannya; atau

4) Number of products withdrawn along with the reason; or

N/A

5) Survei kepuasan pelanggan terhadap Produk dan/atau Jasa Keuangan Berkelanjutan.

5) Customer satisfaction survey of Products and/or Services of Sustainable Finance.

45

7 Verifikasi tertulis dari pihak independen, jika ada. Written verification of independent party, if any. N/A


Setelah membaca Laporan Keberlanjutan PT Bank KEB Hana Indonesia, kami mohon kesediaan para pemangku kepentingan untuk memberikan umpan balik dengan mengirim e-mail atau mengirim formulir ini melalui fax/pos. / After reading this Sustainability Report of PT Bank KEB Hana Indonesia, we would like to ask all stakeholders to kindly provide feedback by sending e-mail or sending this form by fax/mail.

PertanyaanQuestions

SetujuAgree

Tidak SetujuDisagree

Laporan ini telah memberikan informasi yang bermanfaat mengenai kinerja ekonomi, sosial dan lingkungan perusahaan. / This report has provided useful information on economic, social, and environmental performance of the company.

Data dan informasi yang diungkapkan mudah dipahami, lengkap, transparan, dan berimbang. / Data and information disclosed are easy to understand, complete, transparent, and balanced.

Data dan informasi yang disajikan berguna dalam pengambilan keputusan. / Data and information presented are useful for making decision.

Laporan ini menarik dan mudah dibaca. / This report is interesting and easy to read.

Mohon berikan nilai mengenai aspek yang terdapat dalam laporan ini (nilai 1 = paling penting, 2 = penting, 3 = tidak penting, 4 = sangat tidak penting). / Please score on aspects presented in this report (1 = most important, 2 = important, 3 = not important, 4 = very unimportant).

(….) Kinerja Ekonomi Economic Performance

(….) Anti-Korupsi dan Anti-Fraud Anti-Corruption and Anti-Fraud

(….) Pinjaman UMKM MSME Loans

(….) Privasi Nasabah Customer Privacy

(….) Pembiayaan Hijau Green Financing

(….) Penggunaan Energi Energy Consumption

(….) Kesetaraan Gender dan Kesempatan Kerja yang Adil Gender Equality and Fair Job Opportunity

(….) Pengurangan Emisi Emission Reduction

(….) Pelatihan dan Pendidikan Training and Education

(….) Pengelolaan Limbah Waste Treatment

(….) Kesehatan dan Keselamatan Kerja Occupational Health and Safety

(….) Pengembangan Masyarakat Community Development

Mohon berikan komentar/saran/usulan bagi laporan ini. / Please provide your comments/suggestions/ideas for this report.

………………………………………………………………………………………………………………………………………………………………………………………………..……………………………..……….......………………………………………………………………………………………………………………………………………………………………………………………………………..……………………………………………......…………………………………………………………………………………………………………………………………………………………………………………………………..………………………………………………......

Profil Anda / Your ProfileNama / Name …………………………………………………………………………………………………………………......………………......………………..

Pekerjaan / Occupation …………………………………………………………………………………………………………………......………………......………………..

Institusi/Perusahaan / Institution/Company …………………………………………………………………………………………………………………......………………......………………..

Kontak (telepon, e-mail) / Contact (phone, e-mail) …………………………………………………………………………………………………………………......………………......………………..

Kategori Pemangku Kepentingan / Category of Stakeholder Pemerintah / Governance Nasabah / Customer Karyawan / Employee Mitra Usaha /

Working Partners Media / Media Masyarakat / Community LSM / NGO Lain-Lain, ….

Others, ….

Saran dan tanggapan yang Anda berikan atas informasi yang disajikan dalam laporan ini mohon dikirimkan kepada:Please send your suggestion and response to information presented in this report to:

Bayu Wisnu WardhanaSekretaris Perusahaan

Corporate Secretary

Mangkuluhur City Tower One Lt. 11Jl. Jend. Gatot Subroto Kav. 1-3Jakarta Selatan, 12930T : (+6221) 5081 1111F : (+6221) 5081 1123E : [email protected] : www.kebhana.co.id

Lembar Umpan BalikFeedback Form



PT Bank KEB Hana Indonesia ’s Head quartersMangkuluhur City Tower One

Jl. Jenderal Gatot Subroto Kav. 1-3Jakarta, 12930

T. (+6221) 5081 1111F. (+6221) 5081 1123

Laporan Keberlanjutan 2020 Sustainability Report

Digital dan Berkelanjutan

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Transcript of Digital dan Berkelanjutan