Responsible Banking A different way of banking - July 2020 - BBVA

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Responsible Banking A different way of banking - July 2020 - BBVA
Responsible Banking
A different way of banking
July 2020
Responsible Banking A different way of banking - July 2020 - BBVA
Summary
01   Responsible Banking at BBVA

02   Balanced Relationships with clients : Financial Health

03   Sustainability

04   Responsible Practices & Community Investment

05   BBVA’s impact in society
Responsible Banking A different way of banking - July 2020 - BBVA
01
Responsible Banking
at BBVA
Responsible Banking A different way of banking - July 2020 - BBVA
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OUR PURPOSE

  To bring the age
  of opportunity
  to everyone
                     Creating opportunities for all our
                     stakeholders
                       Promoting a more sustainable and
                       inclusive society
                       Helping our clients achieve their life and
                       business goals
                       Engaging our employees in a more
                       inclusive and agile organization
                       Creating value for our shareholders
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01. Responsible Banking at BBVA

Responsible banking policy, a driver to deliver our purpose
and to have a true impact on people’s lives and business

Mission of our responsible        With a multistakeholder                           And with the whole
banking policy                    approach                                          bank involved
                                                                                    ▰ Business Units & Support
To manage the responsibility                                                             Areas are integrating it in
that comes from the impact of          Society                  Clients                  their operational models
BBVA’s activities on people &
society                                                                             ▰ Responsible Business
                                              Commitments
                                              & responsible
                                                                                         function working mainly as
                                                practices                                a second line to challenge
                                  Suppliers                       Employees              and give support to all
                                                                                         areas

                                                 Investors &
                                                 shareholders
Responsible Banking A different way of banking - July 2020 - BBVA
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01. Responsible Banking at BBVA

Key commitments of responsible banking are totally
embedded in the BBVA strategy: new Strategic Priorities

                                  Improving our client´s   Helping our clients transition
What we stand for                 financial health         towards a sustainable future

Drivers of superior                                        Operational excellence
Performance                       Reaching more clients

Accelerators to Deliver           The best and most        Data and Technology
on our Strategy                   engaged team
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01. Responsible Banking at BBVA

A responsible banking policy based on four pillars

                   STRATEGIC PRIORITY #1
                   Improving our client’s financial health

       1                                                     Balanced relationships
                                                             with our customers based on transparency, clarity & responsibility
                      STRATEGIC PRIORITY #2
                      Helping our clients towards
                      a sustainable future

      2                                                      Sustainable finance
                                                             to halt global climate change & attain the UN Sustainable
                                                             Development Goals

      3                                                      Responsible practices
                                                             with employees, suppliers and other stakeholders

      4                                                      Community investment
                                                             to promote social change and create opportunities for all
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01. Responsible Banking at BBVA

Governance and accountability in responsible banking

Responsible                                                1   CORPORATE BODIES
                                                               Approval and monitoring of the responsible banking policy* and
                                                               responsible business plan
business function                                              Report periodically to plenary & to the Executive Committee

reports regularly
to the Corporate                                           2   LEADERSHIP
                                                               Global Leadership

Bodies                                                         Team & Local Leadership approve and oversight specific plans
                                                               and norms related to responsible banking commitments

                                                           3   OPERATIONAL MODEL
                                                               Responsible Business
                                                               function to support and challenge support areas and
                                                               business units Global & local teams (140 people)
(*) Also named as Corporate Social Responsibility Policy
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01. Responsible Banking at BBVA

Main sustainability indices on which BBVA is listed

   2nd European Bank              4.4 Score (0 to 5)   AAA rating               A- score
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01. Responsible Banking at BBVA

International standards with BBVA’s active participation
02
Balanced Relationships
with clients: Financial
Health
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02. Balanced Relationships: Financial Health

We want to be our clients’ trusted advisor
To achieve that, we focus our advice in enhancing their Financial Health

OUR VALUE PROPOSITION IS:

Day-to-day control                             Achieving Goals
                                               (declared and not declared)
BBVA helps clients to easily have their
                                               BBVA helps clients to optimize their
day-to-day finances under control and
                                               financial health and manage their
manage them effortlessly:
                                               finances to reach their goals, including:

                                               Holistic advice and planning around goals such
   Income and expenses are always right
                                               as saving, investing, or specific life goals, both
   Any issue the customer needs to be aware
                                               small (e.g., a trip) or life changing (e.g., acquiring
   of is anticipated in advance
                                               a house, retirement)
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02. Balanced Relationships: Financial Health

Our vision of advisory is

     Personalized                                     Proactive
     Taking into account each customer’s needs and    Anticipating through contextual, timely and
     financial situation to focus on what’s more      meaningful insights to ensure customers
     relevant for them                                have awareness of their financial well-being &
                                                      are better able to reach their goals

     Actionable                                       TCR
                                                      (Transparent, Clear and Responsible)
     Suggesting personalized and measurable
     action plans integrating advice tools and        Making sure we provide the relevant information
     financial products to improve financial health   (T), in an easy to understand way (C), and looking
                                                      after the customer interests in the short, medium
                                                      and long term (R)
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02. Balanced Relationships: Financial Health

What are we doing? (1/3)
Building data based proactive and personalized advice journeys

                                                        Financial Health Journeys (Goals)
Data                                                    Debt                   Saving            Financial                 Plan your future
Analysis                                                Help optimize          capacity          cushion                   Help RMs to advice
                                                        their debt             Help optimize     Create                    clients on how to
                                                        effort and their       expenditures      awareness                 optimize their
                                                        total debt             to start          around the                portfolio (return
Insights                                                (level of              garnering         need for a                and risks) to
                                                        leverage)              some savings.     safety net and            achieve their goals
                                                                                                 help them save

                       Contextual
             Push      message      Tools               Day 2 Day Control Journeys
                                                        Control and                  Effortless banking:                    Insurance:
                                                        protection:                  e.g. suggest                           e.g. suggest
                                                        e.g. duplicate bill,         automation of                          home insurance
JOURNEYS     Insight   Personalized Info Tool Product                                recurrent customer                     to homeowners
                                                        foreseeable
                       Plan                                                          transactions                           without it
                                                        insufficient funds,
                                                        payroll received…
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02. Balanced Relationships: Financial Health

What are we doing? (2/3)
    PROGRAM YOUR                      BUDGETS &                         BBVA                                             BBVA
      ACCOUNT                           GOALS                          VALORA                                           INVEST
     Enables clients to set        Allow clients to establish
   rules that will help them                                    Help clients to evaluate
                                       budgets in certain                                                  Investment fund advising
  achieve their goals simply                                    the price of a house or a
                                     categories as well as                                                   and contracting model
       and effortlessly                                                    car
                                         saving goals
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02. Balanced Relationships: Financial Health

What are we doing? (3/3)
TCR/Financial Health standards and its implementation

A    Alignment of key customer contents
     with TCR standards and FH promotion             B   Alignment of other solutions/
                                                         interactions with FH                         C        FH/TCR
                                                                                                               Training
                                                         TCR experts globally & locally                        Financial Health is a
                           TCR Advertising
                           Code
                                                         actively participate in the design                    key capability of
                                                         of solutions with high impact in                      BBVA´s re-skilling
                                                         clients (mobile app, E2E digital                      program (CAMP)
                                                         sales processes, payments                             New FH training course
                                                         processes, digital onboarding, … )                    to be launched for all
                                                         to make sure we consistently                          employees in 2H 2020
                                                         promote FH in new customer                            14.0000 + people
                                                         interactions and experiences                          already trained in TCR
                                                                                                               either in person or
                                                                                                               on-line

     TCR Product     TCR Contracts   TCR Protocols
     Summary Pages
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02. Balanced Relationships: Financial Health

Performance: Financial Health (FH) & TCR
clients
Net FH Score                                                                     Net TCR Score
How much do you agree with the statement “the bank                               How much do you agree with the statement “the bank provides you
helps you get your financial life in shape: plan and                             complete and clear information”?
control your expenses, know how much debt you can
afford to take on, build up your emergency fund…”?
                                                                                                                         Net FH Score                             Evolution
                                                  Net FH Score                                                   Ranking position 2019                         2019 vs 2018
                                          Ranking position 2019
                                                                                            Spain                                   #1
           Spain                                             #1
                                                                                            Mexico                                  #2
           Mexico                                            #1
                                                                                            Turkey                                  #2
           Turkey                                            #2
                                                                                            Argentina                               #1
           Argentina                                         #2
                                                                                            Colombia                                #2
           Colombia                                          #1
                                                                                            Peru                                    #1
           Peru                                              #1
                                                                                 Evolution:       Statistically significant improvement            Stability
NTCRS – ½ Promoters - ½ Detractors.
                                                                                 NTCRS – ½ Promoters - ½ Detractors.
Peer group: Spain (Santander, Caixabank, Bankia, Sabadell), Mexico (Banamex,
                                                                                 Peer group: Spain (Santander, Caixabank, Bankia, Sabadell), Mexico (Banamex, Santander, Banorte,
Santander, Banorte, HSBC), Turkey (Is-Bankasi, FinansBank, AkBank, YapiKredi,
                                                                                 HSBC), Turkey (Is-Bankasi, FinansBank, AkBank, YapiKredi, DenizBank), Argentina (Galicia,
DenizBank), Argentina (Galicia, Santander, HSBC, Macro), Colombia (Davivienda,
                                                                                 Santander, HSBC, Macro), Colombia (Davivienda, Bancolombia, Bogota), Perú (Interbank, BCP,
Bancolombia, Bogota), Perú (Interbank, BCP, Scotiabank).
                                                                                 Scotiabank).
Source: NPS Retail Open Market
                                                                                 Source: NPS Retail Open Market
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02. Balanced Relationships: Financial Health

Performance: customer relationships KPIs
Net Promoter Score (NPS)                                                Clients Emotional Reputation (Pulse)
Ranking, December 2019                                                  Performance in 2019 & evolution vs. 2018
INDIVIDUALS                    COMMERCIAL
                                                                                                                        Net FH Score                 Evolution
                #1                                    #1                                                        Ranking position 2019             2019 vs 2018

                                                                                   Spain                                  70,9
                #1                                    #1
                                                                                   Mexico                                 74,0
                #1                                    #1
                                                                                   Turkey (1)                             72,7
                #1                                    #1
                                                                                   US (2)                                 81,9
                #1                                    #1                           Argentina                              76,7
                #2                                                                 Colombia                               69,4
                #2                                                                 Peru                                    77,1

(1) Retail & Commercial NPS with YTD data.
                                                                                   Venezuela                              75,3
Peer group: Spain (Santander, Caixabank, Bankia, Sabadell), Mexico
(Banamex, Santander, Banorte, HSBC), Argentina (Banco Galicia,
Santander, HSBC, Santander Rio, Banco Macro), Colombia (Davivienda,     (1) Data based in 3 waves: April, September & December 2019       (2) Affluent people.
Bancolombia, Banco de Bogotá), Perú (Interbank, BCP, Scotiabank),                      Excellent          Strong
Uruguay (ITAU, Santander, Scotiabank, Turkey (Is-Bankasi, FinansBank,                                                     Evolution:        Statistically significant
                                                                        Scores           >=73             65-72                             improvement
AkBank, YapiKredi, DenizBank)
Data verified by KPMG                                                   Source: RepTrak, Reputation Institute                               Stability
03
Sustainability
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03. Sustainability

BBVA new strategic priorities
Two aspirations in sustainability to meet the most
relevant global trend

        Use our role to impact on our
        clients’ behaviors inspired by
                       selected SDGs
    Help our clients to transition
    to a more sustainable world                      Incorporate climate change risks
                                                     and opportunities in our Strategy
                                                     and business processes
                                                     Progressively align our
                                                     exposure to the most
                                                     sensitive sectors with the
                                                     Paris Agreement, in line with
                                                     our climate commitments
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03. Sustainability

Creation of the Global Sustainability Office
MISSION
                                                                        Foster business
                                                                            growth
To accelerate sustainability across
the Group and integrate it into
everything we do
The Global Sustainability Office will build on
the efforts already made by the Group in the                  Build         MAIN                                 Manage
area of sustainability, leading the                   sustainability
                                                       capabilities
                                                                           GOALS                                 sustainability
development of a single agenda related to                                                                        risk
sustainability, aligning the work of BBVA’s
respective units in their strategies and action
plans, and supporting the development of
new capabilities, working as one team
                                                                       Set a single agenda
                                                                        for stakeholders

                                       Reporting to the Global Leadership
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03. Sustainability

Sustainable Finance Business (1)
   Use our role to impact on our clients’ behaviors inspired by selected SDGs

     WHERE WE WANT TO FOCUS

      Climate Action
                                                                Three categories for business initiatives:
      Mobilization of investments required to tackle the
                                                                01. Energy efficiency technologies reducing
      challenge of climate change, in accordance with:
                                                                energy consumption per unit of product
         SDG 7 Affordable and Clean Energy                      02. Circular economy recycling, new materials,
         SDG 12 Responsible Consumption and Production          responsible use of natural resources, etc.
                                                                03. Carbon reduction renewables and other zero
         SDG 13 Climate Action
                                                                CO2 energy sources, electric mobility

      Inclusive Growth                                          Three categories for business initiatives:
      Mobilization of investments required to build inclusive   01. Provide access to financial services to
      infrastructures and supporting an inclusive economic      unbanked population mainly through basic digital
      development, in accordance with:                          solutions
                                                                02. Inclusive with a focus on safe, affordable and
         SDG 8 Decent Work and Economic Growth
                                                                sustainable basic services and transport systems
         SDG 9 Industry, Innovation and Infrastructure
                                                                03. Support to entrepreneurs
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03. Sustainability

BBVA Strategy and Risk Management (2)
     Incorporate climate change risks and opportunities

         WHERE WE WANT TO FOCUS

             TRANSITION RISK                               OPPORTUNITIES
                 Policy and legal                            Resource efficiency
                 Technology                                  Energy source
                 Market                                      Products / Services
                                      Strategic Planning                            Climate change impacts and
                 Reputation           Risk Management        Markets                   the transition to a lower
                                                             Resilience
             PHYSICAL RISK                                                          carbon economy have deep
                 Acute                Financial Impact                                implications on the value
                 Chronic                                                                chains of most sectors

             INCOME STATEMENT                              BALANCE SHEET
                                       CASH FLOW
                Revenues               STATEMENT             Assets & Liabilities
                 Expenditures                                 Capital & Financing

Source: TCFD recommendations.

                          To incorporate climate-related risks in Credit Risk Statement by 2020
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03. Sustainability

We started a strategic approach to sustainability
in February 2018 with our Pledge 2025

 To finance                             To manage                                 To engage
 We will help to create the scale of    We will manage our environmental &        We will engage with all our stakeholders
 capital mobilization to halt global    social risks to minimize potential        to collectively promote the
 climate change & attain the UN         negative direct & indirect impacts        contribution of financial industry
 Sustainable Development Goals                                                    to sustainable development

                                          70%        ▰ Activity progressively
   €100 ▰ Green finance                RENEWABLE
                                                        aligned with the Paris
                                                        Agreement
                                                                                         ACTIVE
                                                                                  COLLABORATION
                                                                                                           ▰ TCFD
                                                                                                                recommendations
   Billion ▰ Sustainable
             infrastructure
                                        ENERGY vs
                                             2015    ▰ Internal carbon price in                                 implementation
      TO BE
  MOBILIZED       and agribusiness                      budgeting and planning                             ▰ Financial education
               ▰ Financial
                  inclusion &
                                       68% CO    2
                                                     ▰ Sector norms in mining,
                                                        energy, agribusiness &
                                                                                                           ▰ Promotion of
                                                                                                                Responsible
                                       EMISSIONS
                  entrepreneurship     REDUCTION        infrastructure                                          Banking standards
                                          vs 2015    ▰ Transparency in carbon-                                  within the industry
                                                        related exposure
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03. Sustainability                                                                                To finance       To manage            To engage

... with a great progress as already
mobilized €30Bn in the first two years
2019 MOBILIZATION BREAKDOWN
        SOCIAL INFRAESTRUCTURES AND   FINANCIAL INCLUSION AND   (Million of euros)
                       AGRIBUSINESS   ENTREPRENEURSHIP
                              9%      13%
        OTHER SUSTAINABLE                                            GREEN FINANCING                           FINANCIAL INCLUSION
             MOBILIZATION                                             394 Certified green loans                AND ENTREPRENEURSHIP
                  15%                                                2,687 Green KPI-linked loans                685 Financial inclusion
                                                                     4,379 Green corporate finance             1,426 Loans to vulnerable
                                                                                                                     entrepreneurs
                                                                     1,120 Green projects finance
                                                                                                                  92 Loans to female
                                                                     2,886 Green bonds
                                                                                                                     entrepreneurs
                                                                        45 Green retail financing
                                                                                                                  116 Impact investment

                                                                     SOCIAL INFRAESTRUCTURES                   OTHER SUSTAINABLE
 2019                                                                AND AGRIBUSINESS                          MOBILIZATION

 new production:                           GREEN FINANCING              78 Social KPI-linked loans              1,137 ESG-linked loans

                                           63%                       1,501 Social corporate finance              497 Sustainable bonds

 €18.1 billion
                                                                        22 Social infraestructures             1,O22 Socially responsible
                                                                           project finance                           investment
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03. Sustainability                                                                       To finance         To manage            To engage

Innovating sustainable solutions
in a systematic way
CORPORATE CLIENTS
                                                                                     Our goal is for
Growing development of client’s solutions portfolio:
                                                                                     all BBVA products
Green & Social Bonds       Bilateral Green & Social Loans   Syndicated Green Loans
                                                                                     to offer a
Linked ESG Loans           Green Project Finance            Green ECA credit
                                                                                     sustainable option
Leadership in green bonds in Spain and pioneer in sustainable corporate
lending at a global level
                                                                                     We plan to reach
                                                                                     this goal throughout
RETAIL clients                                                                       2020 for its main
Sustainable Funds                     Green Mortgage Loan           Green Car Loan   products sold
Sustainable Pension Plan              Financial Contract            Credit Cards
                                                                                     in Spain
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     03. Sustainability                                                                                            To finance         To manage            To engage

    And with a key differentiated approach to financial
    inclusion through its BBVA Microfinance Foundation                                                                                        United Nations grants
                                                                                                                                                consultative status

     The Foundation is the leading philanthropic initiative in Latin America, serving over 2.2 million vulnerable
     entrepreneurs in 2019. Recognized by OECD as the second largest philanthropic institution supporting international
     financing for development, with presence in Colombia, Peru, Dominican Republic, Chile & Panama

             2,246,396                                                                                                            USD     1,293
                  TOTAL                           8,565                                     USD   14,471 m                           AVERAGE
                 CLIENTS                         EMPLOYEES                     596            DISB. AMOUNT                            LOAN
                                                                    BRANCHES/             SINCE ITS FOUNDATION
                                                                  SERVICES POINTS                 (2007)

                                                             926,096 Client credits (*)
                                15%                22%         47%                                        16%
                                Extremely poor     Poor        Vulnerability                              Others

                                                   60%                         35%                 41%
                                                   WOMEN                       RURAL          BASIC EDUCATION

(*) Source: BBVA Microfinance Foundation
Social Performance Report
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03. Sustainability                                                                               To finance         To manage            To engage

BBVA sustainable bonds issuance
First Green AT1 bond issued by a                  Gender Bond issued
financial institution world-wide in 2020          by Garanti Bank                  All are based on the BBVA’s SDGs Bond
                                                  ▰ $75 Mn 6-year Social           Framework publicly launched on May which
                                                     Bond purchased by             follows the ICMA1 Green Bond Principles
Two €1 Bn 7-year Green Bond
                                                     IFC. 6-year. Proceeds         (GBP), Social Bond Principles (SBP) and
Senior-Non Preferred in 2018 & 2019                                                Sustainable Bond Guidelines
                                                     will be lent to small
▰ BBVA’s inaugural green bond was                    business owned by
   the largest financial Green Bond in the                                                  Green Eligible Categories
                                                     women
   Eurozone and the first Green Bond for                                                              Energy Efficiency
   a Spanish bank at the moment                                                                       Sustainable Transport
▰ 2019 Green Bonds impact report:                 Green Bond issued                                   Water
      • 724,000 tons CO2 avoided                  by BBVA Bancomer                                    Waste Management
      • 6,964,065 m3 water managed                ▰ $168 Mn     3-year senior                         Renewable Energy
      • 295,514 tons waste managed                   unsecured Green Bond
                                                     (3.500 mdp) becoming                   Social Categories
First COVID-19 Social Bond                           the first Mexican financial                      Healthcare
by an European bank in 2020                          corporate to enter the
                                                                                                      Education
▰ €1Bn 5-year Senior Preferred to alleviate the      green bond market
   severe social and economic impacts of the                                                          SME financing and
   COVID-19 pandemic supporting SMEs,                                                                 microfinancing
   Corporates and funding eligible projects in    First structured green bond                         Affordable housing
   Healthcare, Education and Affordable Housing   using blockchain technology
                                                                                   (1) International Capital Market Association (ICMA)
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03. Sustainability                                                                       To finance         To manage            To engage

Environmental direct impacts:
2025 targets and performance
Committed with Science Based Targets Initiative & RE 100 Initiative to achieve 100%
renewable energy in 2030
                                                                          -8%                  BBVA carbon
                      856 GWh
    Electricity
                                                        813 GWh          787                   neutral in 2020 for
  consumption                                                            GWh
                                          -11%                                                 its GHG emissions
                                          762 GWh                        70%                   scope
                                                        48%                                    1, 2 and business
  % renewable         29%                                                                      travels and set an
       energy                              39%
                                                                                               internal carbon
                                                        249              -68%
                                                        MtCO2e                                 price in our
CO2 emissions
    (scope 1 & 2)     271                  -22%                          87                    budgeting decision-
                      MtCO2e                                             MtCO2e
                                           212
                                           MtCO2e                                              making
                    2015              2019          2020              2025
                                                    Target            Target
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03. Sustainability                                                                        To finance         To manage            To engage

Sector norms
    Purpose                                     Scope

   To address industry-specific sustainable     Corporate & Investment Banking activities
   issues and provide clear guidance on the     carried out by all BBVA Group institutions,
   procedures that must be followed during      businesses lines, branches, subsidiaries
   customer management and transactions in      and geographies
   these sectors                                                                                             A set of norms
                                                Energy                Mining
                                                                                                             that are best
   Integrating new Human
   Rights commitment
                            Integrating new
                            environmental
                                                                                                             practices
                                                Infrastructure        Agribusiness
                            commitment                                                                       within the
Due diligence processes                                                                                      industry that
   How we did it?                             Escalation & exceptions
                                                                                                             will be
                                                                                                             annually
                                              Exemptions will only take place exceptionally
  Based on international   Benchmark          and shall only be approved by the CIB                          updated
  standards                analysis           Leadership Committee

                                              Exemption requests must be clearly justified
See full sector norms                         and supported by all decision-making tiers
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03. Sustainability                                                      To finance         To manage            To engage

Engagement with all stakeholders and
commitment with the main global initiatives
             REGULATORS                    clients
                 Advocacy                  Raise awareness
          Knowledge sharing                Educating & empowering
                                                                                Representing
  COMPETITORS                                        CORPORATE                  European banking at
    Partnerships                                     CLIENTS
   Self-regulation                                   Dialogue                   the Global Steering
                                                     Support
                                                                                Committee of United
                              Pledge2025
                                                                                Nations forum for
     WATCHERS                                        INVESTORS                  financial institutions.
Hearing & learning                                   Holistic view
    Transparency                                     Transparency               Chair of the
                                                                                Sustainable Finance
                 SUPPLIERS                 EMPLOYEES
                                                                                Working Group at the
                   Dialogue
                    Support
                                           Raise awareness                      European Banking
                                           Call to action
                                                                                Federation
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03. Sustainability                                                                 To finance         To manage            To engage

Climate Commitment with
the Paris Agreement
                         In accordance with the Paris Agreement, we commit to align our portfolios
                         to reflect and finance the low-carbon, climate-resilient economy required
                         to limit global warming to well-below 2, striving for 1.5 degrees Celsius
One of the five global
banks committed          ▰   Focusing our efforts where we have or        ▰   Engaging with governments, scenario
since Katowice               can have the most significant impact, i.e.       providers and other relevant entities
                             initially focusing on the most carbon-           on the development of clear and
COP24 and signing            intensive and Climate-vulnerable sectors         feasible sector-specific roadmaps
                             within our portfolios
the Collective                                                            ▰   No later than within three years of
                         ▰   Engaging and working with our clients on         signing up to this commitment, setting
Commitment to                their transition                                 and publishing sector-specific,
Climate Action           ▰   Working with other institutions to develop
                                                                              scenario-based targets for portfolio
                                                                              alignment
promoted by UNEP FI          the necessary methodologies to measure
                             climate impact and alignment with global
                             and local climate goals
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03. Sustainability                                                                                                 To finance         To manage            To engage

Principles for
                                                                                                6 Principles
Responsible Banking
                                                                                                     ALIGNMENT
                                                                                                     Align our business strategy with society’s goals as expressed
                                                                                                     in the Sustainable Development Goals, the Paris Climate
Shaping our future                                                                                   Agreement and relevant national and regional frameworks.

                                                                                                     IMPACT AND TARGET SETTING
                                                                                                     Continuously increase our positive impacts while
                                                                                                     reducing the negative impacts.

                                                                                                     CLIENTS AND CUSTOMERS
                                                                                                     Work responsibly with our clients and our customers to
                                                                                                     create shared prosperity for current and future generations.

                                                                                                     STAKEHOLDERS
                                                                                                     Consult, engage and partner with relevant stakeholders
                                                                                                     to achieve society’s goals.

                                                                                                     GOVERNANCE AND CULTURE
                                                                                                     Implement commitments through effective governance
                                                                                                     and settings targets for our most significant impacts.

                                                                                                     TRANSPARENCY AND ACCOUNTABILITY
                                                                                                     Commit to transparency and accountability for our positive
                                                                                                     and negative impacts, and our contribution to society’s goals.
Source: Principles For Responsible Banking. https://www.unepfi.org/banking/bankingprinciples/
04
Responsible Practices &
Community Investment
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04. Responsible Practices & Community Investment

Our people, a first-class workforce

  OUR VALUES                     OUR PEOPLE STRATEGY                                    ETHICAL CONDUCT
                                 Ensure we have the best and most                       Code of Conduct updated and
                                 engaged Team by:                                       approved by the Board of
         Customers
                                 #1                                                     Directors in 2015.
         comes first
                                 Inspiring a high performing team with a common
                                 Purpose and shared Values
                                                                                        Includes commitments to the
                                 #2                                                     prevention of corruption in the
                                 Reinventing our professional development model
         We think big                                                                   Group in its relations with
                                 by building an ecosystem where our People can
                                 create and capture opportunities                       suppliers, anti bribery policies,
                                                                                        acceptance of gifts, events
                                 #3
                                 Leading transformation of BBVA by building core        management, prevention of
         We are one team         capabilities and reskilling our People                 money laundering and
                                 #4                                                     commitments regarding
                                 Creating the conditions for flexible and sustainable   politically exposed persons.
                                 work environments
Responsible Banking - A different way of banking   36

04. Responsible Practices & Community Investment

Main responsible practices related to
people management
COMPENSATION                                           DIVERSITY & INCLUSION
  Variable remuneration linked to the Group’s           49.6% of women in all management positions |
  strategic objectives (financial and non-financial)    22.8% in top management positions
  Values & behaviors as KPI for all employees           Employee ratio 54% women | 46% men
  Responsible Banking Synthetic Index as KPI for        UN Women’s Empowerment Principles signatory
  Group Executive Chairman                              & LGBTI Rules of Conduct for

TRAINING                                               WORK ENVIRONMENT
€47.8 million investment                                Commitment survey: 90% participation |
                                                        average score of questions: 4.11 out of 5 points
42.4 hours of training per employee
                                                        “Work better. Enjoy life” new global plan
90% employees trained
                                                        Effective time management initiatives
                                                        Changing work practices
Responsible Banking - A different way of banking      37

04. Responsible Practices & Community Investment

Internal Emotional Reputation KPIs
                                                          BBVA INTERNAL REPUTATION (REP TRAK PULSE) – 2020:
                                                          STATUS AND EVOLUTION VS 2017. SCALE 0-100
BBVA’s global internal
reputation has increased
in 2020.
Spain, Holding and CIB
(due to CIB-Spain) show
the major increases.

Note: statistically significant differences depend in the sample of each country.
(1) Global score is calculated as a weighted average considering the number of employees of each country and BU (Retail / Corporate Services). Global score for 2018 reported last year didn’t include Turkey because
    the fieldwork was later.
(2) The decrease in CIB Global is due to the decrease in CIB Spain (-6.4)
Responsible Banking - A different way of banking   38

04. Responsible Practices & Community Investment

Community investment, €113.8M and 11.5M
people benefited in 2019

% OF INVESTMENT BY                               BENEFICIARIES BY
FOCUS OF ACTION                                  FOCUS OF ACTION                      MAIN AREAS OF ACTION

                  7%                                         1%     17%
      16%                9%                                                           FINANCIAL EDUCATION                           SOCIAL
                                                                                      Aimed at promoting the                        ENTREPRENEURSHIP
                                                 27%
                                                                                      acquisition of financial skills and           Designed to support the most
                                                                                      comentencies to enable people                 vulnerable entrepreneurs and
15%                           11%                                                     to make informed financial                    thos whose companies have
                                                                            19%       decisions                                     a positive social impact

                                                                            0%
  11%
                                                       30%           6%
                       32%                                                            KNOWLEDGE, EDUCATION                          OTHER INITIATIVES
                                                                                      AND CULTURE                                   Supporting social entities,
                                                                                      By supporting initiatives that                Volunteering and promoting
                                                                                      promote development and that                  social responsibility
 Financial education          Entrepreneurship          Knowledge           Science   allow the creation of
 Education                    Culture                   Community support             opportunities for people
Responsible Banking - A different way of banking   39

04. Responsible Practices & Community Investment

Community investment main initiatives in 2019
                                                                                                                                              KNOWLEDGE,
       FINANCIAL EDUCATION                                         ENTREPRENEURSHIP                                                           EDUCATION AND CULTURE
Financial education for society                      Global initiatives:
▰ 1.9 million children, youth, adults and SME’s
  benefited in 2019
▰ €7.7 million invested in 2019

Financial capabilities in customer solutions                                                                                             Focuses its activity on the
▰ Financial Health: a set of tools to take control
                                                                                                                                         generation of knowledge through
  of your finances                                                                                                                       science & culture
                                                     Local Initiatives
   Budgeting     Financial     Program
                                                     Development in contries where BBVA is present
                                                                                                                                         ▰Grants for cultural creators
   Tool          Calendar      your Account
                                                                                                                                         ▰Collaboration with reference entities
▰ Financial education content integrated into                                       Small           BBVA
                                                                                    Business        Open Space
                                                                                                                                           (museums, theaters, others)
  customer solutions
                                                                                                                     Women               ▰Prizes
Advocacy and promotion of financial                      Productive and
                                                                                                                     entrepreneurs

                                                                                                                                         ▰Local initiatives fostered by
                                                     Educational Centers

education                                             Entrepreneurship School                  Chair of Entrepreneurship at the Andrés
                                                                                               Bello Catholic University

   Foster       Support      Create & disseminate
                                                                                                                                           countries where BBVA is present
                                                        Agricultural Entrepreneur                 Art and Crafts
   alliances    research     knowledge                                     Award                  Fait
Responsible Banking - A different way of banking     40

04. Responsible Practices & Community Investment

Our response to COVID-19 (1)

Protect the health and                     Continue to provide an                       Offer financial
safety of our employees,                   essential service to the                     support to our clients
clients and the community                  economies where we operate

86,000                                     Reorienting our clients to remote
                                           and digital channels
                                                                                        €17 billion
employees working remotely                                                              Total loan growth in Q12

Central services      Network                                                           ▰ Deferrals of mortgages
                                             Digital customers    59%
95%                    71%                                                                   and other loans,
                                                                                             repayment flexibility
                                                                                        ▰ Proactively providing new
▰ BBVA donates €35 million for the                                                           lines of credit through
   fight against COVID-19                    Mobile customers     54%                        government facilities
▰ €2+million mobilized in campaigns
   with employees' donations
   matched by BBVA
▰ 300+ top management members
                                             Digital sales        63%
                                                                                         (1) Data as of end March 2020
   waive 2020 bonus                                                                      (2) Total gross loan book growth in constant €
05
BBVA’s impact in society
Responsible Banking - A different way of banking   42

05. BBVA’s impact in society

BBVA’s impact in society
          CONTRIBUTION TO DEVELOPMENT
          2.2 million                     9.8 million
          entrepreneurs supported         in entrepreneurship initiatives

          CREATING WEALTH

          €9,290M                         €4,920M                                             €1,734M
          contribution through paid       paid in salaries and wages                          of remuneration in
          and accrued taxes                                                                   cash to shareholders

          CONTRIBUTIONS TO SOCIETY

          €113,8M                         11.5M
          investment in social programs   people benefited from social programs
Verified by KPMG
For further information
https://shareholdersandinvestors.bbva.com/
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