SUSTAINABLE
Management

At Grupo Financiero Banorte, we our concept of sustainability is maximizing profitability and growth of the institution, and ensuring a balanced development between the economic, social and environmental aspects inherent in our operation at all times.

Corporate Social Responsibility Management

At GFNorte, we work to ensure that each transaction, product and service generates value for all stakeholders.

The Executive Management of Social Responsibility is in charge of reporting directly to the Presidency of the Board of Directors, the issues of greatest relevance in the area. Additionally, in 2014, the Sustainability Work Group was created, responsible for following-up on initiatives from the corresponding strategies. The General Managements of Operations, Administration and Finance, Legal, Risk, Investor Relations and Communication all participate. One of the most significant achievements in the year was to have been chosen as a leader in sustainability on the global level, to be included in Dow Jones’ Sustainability Index for Emerging Markets (DJSI), a recognition that distinguishes GFNorte as a profitable company that includes strict sustainability criteria in their management.

Also, for the fourth consecutive year, GFNorte forms part of the Sustainable Index sample of the Bolsa Mexicana de Valores.

Sustainability Trajectory

For several years the concept of sustainability as a whole integrated business, has been gaining greater relevance in Banorte. The following timeline graphically illustrates our evolution in this area, demonstrated through the commitments that we have gradually established with various initiatives and economic, social and environmental principles.

Materiality

One of the most important aspects of sustainability is to understand our stakeholders’ concerns and respond to them through actions and services.

With the aim of identifying those issues of the greatest importance, in 2013 Grupo Financiero Banorte with the support of an external consulting firm, conducted a study of materiality, which will be repeated every 3 years.

Based on a diagnosis of the economic, social and environmental aspects, we were able to identify the organization’s state based on policies and procedures, specific business risks and the perception of stakeholders.

The following graph was generated based on the following criteria:

Significance, in Grupo Financiero Banorte, is understood as the level of service and management (prioritization) that relevant aspects have in our group.
Significance for stakeholders, starting from the level of attention paid to relevant aspects of published information analyzed by stakeholders.

Beginning with the subjects located in the upper right quadrant, we will proceed to report each of the dimensions in relation to economic, social or environmental value for our stakeholders.

Each year we will follow-up on aspects that were determined as important, with the support of our stakeholders.

Significance for Grupo Financiero Banorte

Significance for stakeholders selected for this exercise

For more information on our study of materiality, consult the 2013 Annual Report at: www.banorte.com/sustentabilidad

Stakeholder engagement

Open, transparent and constant communication is what strengthens our stakeholder engagement, whom we consider a fundamental to achieve our business strategies. For that reason, we build our business with a long-term vision on a daily basis, valuing these relationships and always striving to fulfill our responsibilities to them.

The communication process and its recurrence depend on the channel of communication established with each stakeholder. We seek to align this process by AccountAbililty 1000 (AA 1000).

We are also working on a Communication Policy that will allow us to establish processes, procedures and guidelines for interacting with stakeholders and to continuously improve our relationship through feedback from each group.

Communication with our stakeholders is carried out as shown in the following table:

COMMITMENT WITH OUR STAKEHOLDERS
Groups of Interest	Focal themes	Connectivity	Link area
Employees	Development of workforce (continuous technical training as a model to enhance skills and leadership among employees), labor practices and retention of talent.	● Intranet ● Electronic correspondence (emails) ● Banorte hotline ● Banorte Ixe TV ■ Ethic Points - complaint system ■ Portal for Development of Human Resources ▲ Organizational climate survey ■ Union magazine	● Human Resources
Investors (Shareholders)	Corporate governance, coverage, expansion and ethics of business, financial information, risk management and aspects of sustainability (socio-environmental contributions and impacts).	▲ CNBV Annual Report ▲ Annual Reports ■ Quarterly reports ■ Shareholders’ Assemblies ■ Newsletters ● Hotline 5268 1680 and investor@banorte.com ● Web site	● Investor Relations and Corporate Governance
Sectorial and Guild Authorities	Operational integrity of the business, monitoring and adherence to financial regulations, transparency and timely reporting, corruption, offer and promotion of products and services in accordance with regulations.	▲ CNBV Annual Report ● Electronic correspondence (emails) ● Web page ■ Channels provided by authorities ■ Committees ■ Meetings	● Investor Relations ● Communication and Corporate Relations ● Accounting regulations
Clients	Accessibility to financial products and services, clear information regarding them, monitoring customer satisfaction and quality of service (attention and advice).	● Branches ● Internet Banking ● Banortel service line: 01 800 Banorte ● 01 800 Banorte ● Specialized Queries & Complaints unit: 01 800 627 2292 and une@banorte.com ● Web page ● Social networking ● Satisfaction surveys ● Media advertisings	● Commercial area ● Marketing ● Specialized Queries & Complaints unit
Suppliers	Requirements and standards, selection of supplies, creation of value, environmental and social policies adopted by the institution.	● Telephone ● Electronic correspondence ■ Bids ■ Meetings	● Acquisitions and Expense Control
Methods of Communication	Access, diffusion and transparency of the group’s information, timely media management with broad coverage, consistency and fluidity of internal and external messages.	● Telephone ● Press releases ● Electronic correspondence ■ Press conferences ■ Summoning media ● Web page	● Communication and Corporate Relations
Civil Society Organizations	Impact on natural capital and climate change, human rights, economic support or in kind, strategic alliances and participation in working groups.	● Telephone ● Electronic correspondence ● Web page ● Social networks of Social Responsibility ■ Meetings ■ Visits	● Social Responsibility and Sustainability ● Fundación Banorte (Banorte Foundation)
Community	Management of social responsibility, ecosystem resources and ethics in business, cooperation with communities where we operate, strengthening relations of coexistence and advancement opportunities to rebuild the social fabric.	● Telephone ● Electronic correspondence ● Web page ● Social networks ■ Visits to communities ■ Meetings	● Social Responsibility and Sustainability ● Communication and Corporate Relations ● Regional Advisors ● Territorial Managements ● Fundación Banorte (Banorte Foundation)
Governmental entities and coalitions	Compliance with legislature, compensation agreements with union-member employees, environmental management (in areas such as water and waste, impacts on biodiversity, atmospheric emissions), collaborations with social impact.	■ Committees ■ Participation in forums ■ Meetings ● Telephone ● Electronic correspondence ● Web page	● Investor Relations ● Human Resources ● Communication and Corporate Relations ● Accounting regulations ● Social Responsibility and Sustainability