NOMOS Bank

            an environmental transformation

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Client Profile:

Nomos Bank is one of the largest privately-owned Russian universal banks offering a wide range of banking products and services to corporate, small business and retail clients, as well as investment banking services, across the most economically developed regions of Russia.

Nomos is recognized as a strong player in corporate lending with a well-diversified exposure to a wide array of industries, geographies and customer segments. The bank has a profitable investment banking franchise and is one of the largest players in domestic interbank lending, trading, forex and brokerage.

Nomos continues to grow its retail which is supported by an extensive distribution network. According to the reviewed interim Q3—2011 IFRS Report as at 30 September 2011, Nomos’ total assets demonstrated growth of 21.5% in the first 9 months 2011 reaching RUB 644.2 billion (US$ 20.2 billion). Nomos’ equity reached RUB 70.1 billion (US$ 2.2 billion).

 

Project Scope and Goals:

Traditionally known as corporate banking services provider, Nomos Bank decided to expand its retail division. While Nomos did service a sizeable retail customer base through salary projects for its corporate clients, the bank chose to step out of its limited presence in the retail banking market and actively cultivate the retail customer base. Towards that purpose, Nomos Bank undertook a campaign to gradually transform itself, a program that consisted of retail product development, distribution network expansion, re-design its retail branches, make a cultural change inside the organization with a special focus on the customer-facing staff in the branches, revitalize its brand, enter into social media networks, and begin marketing aimed at the retail market.

Senteo's role in this effort was concentrated on the network re-design as well as sharing best-practice knowledge on a wide-range of  areas that would help Nomos Bank's team to pursue the rest of the initiatives and realize the bank's strategic goals.

 

Results:

Over the months of colaboration, Senteo conducted a number of workshops for the retail management team and developed a modern look for Nomos Bank's retail branches, a project that underwent all stages of development: from an idea concept through fully operational pilot branches of several formats. After Senteo's departure the bank was left in possession of practically tested and proven methodology on how to continue to expand its physical retail network, using the functional design created by Senteo. Although Senteo was not directly involved in other areas of Nomos Bank's retail development, the bank successfully applied the ideas learned during the engagement with Senteo. In 2012, a year after the end of the project with Senteo, Nomos Bank was recognized as one of the leading Russian retail banks in its appeal to retail customers, according to the 2012 Customer Experience Index study, proudly placing in the top-10 in Russia for the first time. 

 

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