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Notes oN RepoRtiNg 報告編制說明 報告範圍報告組織範圍：本報告以
招商銀行股份有限公司為主體部分，涵蓋本行總部、境內各地分行、香港分行、紐約分行和永隆銀行。為便於表達，在報告的表述中分別使用「招商銀行」、「招行」、「本行」、「我們」。報告時間範圍：2012年1月1日至 2012年12月31日。報告發布周期：本報告為年度報告。報告編制原則本報告參照《全球報告倡議組織（GRI）可持續發展報告指南（2006版）》及《金融服務業補充指南》、ISO26000、AA1000等標準要求編寫，滿足中國銀監會《關於加強銀行業金融機構社會責任的意見》、中國銀行業協會《
中國銀行業金融機構企業社會責任指引》和上海證券交易所《上海證券交易所上市公司環境信息披露指引》的相關要求。報告數據說明報告中的財務數據均來自 2012年度財務報告，其他數據以 2012年為主，部分包括以前年度數據。本報告中所涉及貨幣金額以人民幣作為計量幣種，特別說明的除外。報告保證方法為保證報告的真實性、可靠性，本報告提交 BUREAUVERITAS按照國際標準 IASE3000進行報告審驗，並提供獨立的審驗報告和聲明。報告發布形式報告以印刷版和電子版下載兩種形式發布。電子版可在本行網站下載。網址：http://www.cmbchina.com/ Scope of the Report Organizational scope of the report: The report is primarily about CMB, covering the head office, branches throughout China, Hong Kong Branch, New York Branch and Wing Lung Bank. In this report, 「China Merchants Bank」, 「CMB」, 「the Bank」, 「we」, and 「us」 shall refer to the CMB Co., Ltd., where the context allows. Reporting Period: January 1, 2012 to December 31, 2012. Reporting Cycle: Annual. Basis for the Report This report is compiled in reference to the Guidelines for Sustainability Report of Global Reporting Initiative (GRI) (2006 version), the Additional Guidelines for Financial Service Industry, ISO26000, AA1000 standards, in compliance with the relevant requirements set forth in the Opinions of the General Office of China Banking Regulatory Commission on Strengthening the Social Responsibility of Banking Financial Institutions, the Guidelines on the Corporate Social Responsibility of Banking Institutions of China issued by China Banking Association and the Guidelines of Shanghai Stock Exchange for Environmental Information Disclosure of Listed Companies issued by Shanghai Stock Exchange. Notes on Data Reported Financial data in the Report are from the 2012 Financial Statements of CMB for 2012 and other data are primarily related to CMB’s business operations in 2011, with data from previous years included where relevant. Unless otherwise stated, monetary amounts stated in this Report are in RMB. Report Assurance Approach To assure the authenticity and reliability of the content of the Report, it has been submitted to Bureau Veritas, which will audit the Report following IASE3000 and issue an independent audit report and statement. Release of the Report The Report is released both in printed and electronic versions, with the latter available at http://www.cmbchina.com/ .CoNteNts目 錄 報告編制說明 05（四）多重保護安全無憂 72Notes on Reporting 05 (3) Remodeling the Image of CMB by Optimizing the 70Service Procedures 董事長致辭 08（五）普及金融知識萬裡行 74Chairman’s Address 08 (4) Multiple Protection Guaranteed Security 72 行長致辭 10（六）感恩的心感謝有你 76President's Address 10 (5) The 10,000-mile Journey for Financial Literacy 74
招商銀行關鍵績效表 12三、綠色金融助騰飛，開啟招行低碳未來 78List of Key Performances of CMB 12 (6) Thanks to All our Customers 76 III. CMB Commencing Low-carbon Future Green 責任專題 14（一）大力推行綠色信貸 82Special Report on Responsibility 14 Financing Support 78 助力「兩小」、關注民生 16（二）推進招行綠色創新 84Boosting Small and Micro Enterprises and Focusing on (1) Promoting Green Credit Loan Vigorously 8216People’s Livelihood 因您而變、共鑄輝煌 22（三）推動招行綠色運營 86We are here just for you, Creating Brilliance together 22 (2) Boosting Green Innovation 84 (3) CMB Boosting Green Operation 86 關於招行 28（四）積極支持綠色公益 9028 (4) Actively Supporting Green Public Welfare 90About CMB （一）招行基本介紹 30四、以人為本謀發展，點點滴滴造就非凡 92(1) Basic information of CMB 30 IV. Seeking People-oriented Development and 92 （二）招行公司治理 33（一）保障員工合法權益 96(2) Corporate Governance of CMB 33 Achieving Excellence by Making Practical Efforts （三）全面風險管理 36（二）員工發展放眼明天 98(3) Comprehensive Risk Management 36 (1) Protecting Employees』 Legal Rights 96 (2) Future-based Employee Development 98 社會責任管理 38（三）提升能力實現自我 102Social Responsibility Management 38 (3) Enhancing Competency for Self Realization 102 （一）葵花責任理念與模型 40（四）愛在招行分享幸福 106(1) Sunflower Notion and Model of Social Responsibility 40 (4) Love from CMB and Happiness Sharing 106 (2) CMB and Stakeholders 42 （二）招行與利益相關方 42五、奏響和諧最強音，心繫民生創造福祉 108(3) Honors Related to Social Responsibility 44 Caring the Livelihood and Creating Welfare 108 V. Playing the Strongest Harmony Voice, （三）責任榮譽 44（一）定點幫扶武定永仁 112I. Promoting Transformation to Adapt to the Environment 46 (1) Assitance of Wuding and Yongren Counties 112 （二）人人公益傳遞關懷 115and Continuing to Increase the Value of CMB (2) Delivering Care through Total Public Welfare Involvement 115 一、因勢而變促轉型，持續提升招行價值 46（三）招行攜手各界共贏 118(1) Serving National Economic Development 50 (3) CMB Gaining Win-Win Achievements with All Stakeholders 118 （一）服務國家經濟發展 50(2) Sunflowers Booming in the International Market 53 (4) Honest and Compliant Business Operations 121 （二）葵花綻放國際市場 53（四）依法合規誠信經營 121(3) Creating Sustainable Value for Shareholders 56 （三）創造股東持續價值 56展望 2013 124II. Winning Customer Appreciation by Look Ahead to 2013 124 第三方審驗 126Innovating for the Customers 58 Third-Party Certification 126 二、因您而變謀創新，致力贏得客戶感動 58(1) Continuing Innovation like Sunflowers Following the Sun 62 GRI Indexes 132 GRI索引 132（一）葵花向陽持續創新 62信息反饋表 138 (2) Leading the Innovation on Service Channels 67 Reader’s Feedback Form 138（二）引領渠道創新潮流 67（三）流程優化重塑招行 702012年是國家「十二五」規劃實施的關鍵一年。面對國內外錯綜複雜的經濟金融形勢，
招商銀行不畏困難，齊心協力，加快轉型，把握機遇，秉持「因您而變、因勢而變」的理念，砥礪奮進，為促進經濟健康發展與社會和諧穩定做出了重要貢獻。我們精心履行經濟責任。2012年，我們嚴格執行國家的宏觀經濟政策和金融監管要求，積極探索資本節約的發展模式，推動資本效率、運營效率和管理效率等「三個效率」的持續提升；我們以支持國家經濟發展方式轉變為導向，努力推進二次轉型，加快創新步伐，在助力小企業和小微企業發展的同時，嚴控「兩高一剩」等風險行業的信貸投放，在促進產業結構調整和區域協調發展中發揮了應有的作用；我們亦積極響應國家「走出去、引進來」的政策，加大國際業務開拓力度，很好地支持了中資企業在境外的發展。我們誠心履行環境責任。2012年，我們積極落實國家的綠色低碳環保政策，加快推進綠色信貸，支持新興產業及清潔產業發展；我們加快綠色產品創新和綠色金融合作，開展綠色運營，將環保理念融入公司日常運營的各個方面，為「資源節約型、環境友好型」社會建設作出了自己的貢獻。我們同心履行社會責任。2012年，我們加強與利益相關方的溝通與交流，探索與利益相關方的合作模式，熱心參與社會公益，致力實現公司與利益相關方的互惠共贏，促進社會和諧發展。2012年是
招商銀行25周年華誕，亦是其創辦人招商局 140周年華誕。站在新的起點上，我們深感責任在肩，任重道遠。歷史期待著下一個招商人的故事。讓我們繼續遵循「力創股市藍籌，打造百年招銀」的發展願景，秉承「效益、質量、規模均衡發展」的科學發展觀，進一步深入推進二次轉型，共同努力，銳意創新，為續寫招商系基業常青故事的新篇章，也為實現經濟社會的可持續發展做出更大的貢獻！ The year 2012 was a critical year for us to implement our 12th Five year Plan. Faced with complicated and grim economic and financial environments, we overcame difficulties, exerted joint efforts to quicken the transformation and seized every opportunity available and made substantial contribution to the healthy economy development and social harmony and stability following our business motto of 「We are here just for you! We change with the world!」 . We fulfilled our economic responsibilities prudently. In 2012, we rigorously implemented the national macro economic policy and the requirements of financial supervision, actively explored the capital efficient development mode and constantly facilitated three efficiencies: the capital efficiency, the operation efficiency and management efficiency; we made our best efforts to promote the second transformation in support of the national transformation of economic development mode, quickened our pace in innovation, strictly controlled the credit loans in industries of high energy consumption, high pollution or excessive capacity ( two high and one excessive enterprises) while helping the development small and micro enterprises, and played our due role in facilitating the industrial structure adjustment and regional coordinated development; we also responded positively to the national policy of "going out and bringing in , increased our efforts in expanding international business and substantially supported the overseas development of Chinese fund enterprises. We fulfilled our economic responsibilities faithfully. In 2012, we actively implemented the national green low carbon environmental protection policies, accelerated the green credit loans granting, supported the development of emerging industries and clean industrial, promoted green product innovation and green financial cooperation, advocated green operations and instill the concept of environmental protection into our day to day operations, making our share of contribution to the construction of a resource saving and environment friendly society. We fulfilled our social responsibilities through joint efforts. In 2012, we enhanced our communication with relevant stakeholders, explored new modes of cooperation with relevant stakeholders, actively participated in social welfare programs and sought to realize mutual benefits of CMB and relevant stakeholders, with the view of facilitating the harmonious social progress. 2012 is the 25th anniversary of the founding of the CMB and the 140th anniversary of the founder, China Merchants. Standing on a new starting point, we feel the burden of responsibility on our shoulders and the long way before us. The history waits for a new generation of China Merchants. Let us stick to our development vision "Create blue chips on the stock market and build century old CMB」 and the scientific concept of development 「Development of balance between efficiency, quality and scale , further promote the second transformation and make joint efforts for innovation, with the view of continuing a new chapter of the everlasting cause of China Merchants families and making greater contribution for the sustainable economic and social development. ChaiRmaN’s addRess 董事長致辭 Fu Yuning 傅育寧Chairman of the Board Directors董事長pResideNt’s addRess 行長致辭 馬蔚華行長2012年是
招商銀行加快管理變革與二次轉型的重要一年。一年來，面對充滿挑戰的外部形勢，招商銀行不畏艱難、奮勇開拓，紮實推進二次轉型，積極履行社會責任，為我國經濟社會的持續健康發展做出了積極貢獻。我們不斷提高價值創造能力。認真落實國家宏觀調控政策和金融監管政策要求，堅持金融服務實體經濟的本質要求，進一步優化信貸投向，全面加強對小型微型企業的支持力度，特別是針對科技創新型小企業大力推廣千鷹展翼計劃，取得截至2012年底，集團資產總額3了顯著成效。 41.萬億元，資本淨額 2,005.07億元，同比分別增長21.94%和 21.51%；淨利潤同比增長 25.32%，ROA、ROE比年初分別提高了 5.03和 2.48個百分點，每股收益 2.10元，同比增長 25.75%； Ma Weihua PresidentThe year 2012 was a critical year for us to quicken the management reform and the second transformation. In 2012, faced with complicated and grim external environment, CMB braved difficulties and earnestly implemented the second transformation. We actively performed our social responsibilities and made our due share of contribution to the sustained and healthy social and economic development. We have been promoting our value creating capacity. In 2011, we earnestly implemented the national macro control policies and financial regulatory policies as well as the essential requirement on us for serving the real economy, further optimized the credit structure, increased our support for small and micro enterprises. In particular, we substantially promoted the 「Wings for 100 Eagles program tailored for technically innovative growing SMS, with remarkable achievements. As of the end of 2012, we achieved a total asset of 3.41 trillion yuan, a net asset of 200.507 billion yuan, a year on year growth of 21.94% and 21.51%.Our year on year growth was 25.32% and the ROA and ROE was up by 5.03 and 2.48 percentage points, respectively, compared with the year beginning. We realized per share earning of 2.10 yuan, a year on year of 25.75%. The non不良貸款率為 0.61%，實現了效益、質量、規模協調發展。我們努力提升客戶服務體驗。繼續秉承因您而變的經營理念，堅持以客戶為中心、市場為導向，不斷完善產品和服務創新機制，加強服務標準、培訓、改進、監測工作和客戶投訴管理，客戶滿意度保持較高水平。全行有 58家網點入選
中國銀行業文明規範服務千佳示範單位，比上屆增加了 6家。我們積極踐行綠色低碳環保。響應國家號召，大力推行綠色信貸，支持綠色產業發展，嚴控兩高一剩行業信貸限額，助推經濟綠色增長。與此同時，我們還著力推進綠色低碳運營，開展綠色公益，致力於將綠色理念融入全行經營管理之中。截至2012年底，全行綠色信貸餘額 610.57億元，新增 100.75億元。我們致力於為員工營造職業發展的良好環境。進一步完善薪酬福利體系，大力推廣雙維度考評方式，加快推進雙通道職業發展體系建設，穩步拓寬員工職業發展通道。我們高度重視員工關愛，著力加強企業文化建設，積極營造和諧的工作氛圍，增強員工的幸福感和歸屬感，努力實現員工與企業共成長。我們持續推進和諧社會建設。繼續開展定點扶貧，積極參與救災賑災、助老扶殘、綠化環保等社會公益活動，大力支持科教文衛事業發展，積極回饋社會，努力為建設和諧社會奉獻自己的拳拳愛心。我們的真情付出得到了社會各界的廣泛認可，榮獲了由
中國銀行業協會、《經濟觀察報》等權威機構媒體授予的「中國最受尊敬企業、「中國年度最具社會責任金融機構、中國年度最佳僱主等多項殊榮。2013年，我們將秉承「致力可持續金融，提升可持續價值，貢獻可持續發展的理念，將履行企業社會責任和加快二次轉型、打造百年招銀更加緊密地結合起來，進一步服務實體經濟，服務廣大客戶，弘揚商業倫理，為實現股東、客戶、員工利益的共贏，為推動經濟社會的可持續發展而不懈努力。 performing loan ratio was 0.61%, realizing coordinated development in terms of the benefits, quality and scale. We have been promoting the customer service experience. In 2012, following the service notion 「We are here just for you!」 and sticking to the customer centered and market oriented principle, we sought to continuously improve our product and service innovation systems, increased our efforts in service standard, training, improvement, monitoring and customer complaint management and realized a remarkable level of customer satisfaction. A total of 58 banking outlets of CMB were elected into Top 1000 Model Service Units in the Banking Industry of China, six more than in 2011. We have been practicing green and low carbon environment policy. In 2012, in response to the call of the government, we made great efforts in promoting green credit services to support the green industry and exercises robust control over the credit lines for 「two high and one excessive」 enterprises. Meanwhile, we painstakingly promoted green and low carbon operation and engaged in green public welfare, with the view of instilling the notion of green services in all the operations of CMB. As of the end of 2012, our balance of green loans reached 61.057 billion yuan, an increase of 10.075 billion yuan over that at the year beginning. We have been seeking to provide a favorable environment for the development of our employees. We further improved our remuneration and welfare system, significantly promoted the two dimension assessment mechanism and dual channel career development system and steadily expanded career development channels for our employees. We cared about the benefits of our employees, and sought to substantially enhance the corporate culture development, create a harmonious working environment, enhance the employees' happiness and sense of belonging and coordinate the mutual growth of our employees and CMB. We have been seeking to contribute to the social harmony. In 2012, we continued with our tasks of targeted poverty alleviation, actively participated in a range of social welfare projects in disaster relief, assistance to the old and the handicapped and greening and environmental protection. We provided substantial support for the development of public science, education and health care facilities, rewarded society actively and made our share of contribution to the development of a harmonious society. Our sincere efforts were widely recognized by the public, winning numerous awards in 2012, including the titles of 「Most Respected Enterprise of China」, 「Financial Institution with the Strongest Sense of Social Responsibility in China」 and "Best Employer of the Year in China」, ranked by China Banking Association, Economic Observer News and other authoritative media. In 2013, we will uphold our guidelines of 「Committing to sustainable finance services, increasing sustainable values and contributing to sustainable development." We will integrate the performance of our corporate social responsibilities, the further implementation of our strategy for the second transformation and our mission of 「building a century lasting bank.」 We will seek to provide better services to the real economy and our customers, promote acceptable business ethics, and continue to make our greatest efforts to achieve mutual benefits for our shareholders, customers and employees and make our best contribution to the sustainable social and economic development. 1313CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 List of Key peRfoRmaNCes of CmB
招商銀行關鍵績效表 指標類別 Index Category具體指標 Index單位 Unit 2012 2011 2010總資產 Total Asset億元 100 Million Yuan 34,082.19 27,949.71 24,025.07營業收入 Operation Revenue億元 100 Million Yuan 1,133.67 961.57 713.77利潤總額 Total Profit億元 100 Million Yuan 595.64 471.22 333.43淨利潤 Net Profit億元 100 Million Yuan 452.77 361.27 257.69經濟績效指標 Economic Performance Indexes納稅總額 Total Tax 億元 100 Million Yuan 218.42 170.86 117.27資本回報率 Return of Capital % 22.47 22.50 20.23平均總資產收益率 Average Total Assets-Income Ratio % 1.46 1.39 1.15平均淨資產收益率 Average Net Assets-Income Ratio % 24.77 24.17 22.73不良貸款率 Non Performing Loans Ratio % 0.61 0.56 0.68資本充足率 Capital Adequacy Ratio % 12.17 11.53 11.47撥備覆蓋率 Reserve Coverage % 351.77 400.13 302.41員工總數 Total Number of Employees 人 Person 48,453 45,344 43,089女性員工比例 Female Personnel Ratio % 58.7 58.7 58.6社會績效指標 管理人員女性員工比例 Female Management Personnel Ratio % 47.7 47.30 46.80Social Performance Indexes人均培訓費用 Average Training Cost Per Employee 萬元 10 Thousand Yuan 0.56 0.55 0.40公益捐贈總額 Total Contributions to Public Welfare Funds萬元 100 Million Yuan 2263.55 1,660.20 1,259.06每股社會貢獻值 Social Contribution per Share元 Yuan 7.08 5.49 3.80環境績效指標 Environment- Related 綠色信貸餘額 Balance of Green Loans億元 100 Million Yuan 610.57 509.82 462.51Performance Indexes·納稅總額：包括所得稅、營業稅及附加。·每股社會貢獻值 =每股收益+（納稅總額 +職工費用 +利息支出 +公益投入總額 -社會成本）÷期末總股本 · Total tax: Including income tax, business tax and other surplus. · Social contribution value per share=per share earning+ (total tax+employee remuneration+interest expense+ total contributions to public welfare-social cost)/total stock issue at period-end speCiaL RepoRt oN Responsibility責任專題16 16 責任專題 SPECIAL REPORT ON RESPONSIBILITYCHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 17speCiaL RepoRt oN Responsibility責任專題助力「兩小」、關注民生BoostiNg smaLL aNd miCRo eNteRpRises aNd foCusiNg oN peopLe’s LiveLihood
招商銀行支持「兩小」（小企業、小微企業）企業發展專題 助力小企業及小微企業發展既是
招商銀行響應國家號召，促進經濟繁榮發展的責任實踐，也是本行加快推進二次轉型戰略目標實現的重要舉措。Special Report on CMB Supporting Small and Micro Enterprise Development Boosting the small and micro enterprise development is not only to perform the responsibility of promoting economic prosperity in response to the call of the nation but also is an important measure to accelerate the realization of strategic objectives of the second transformation by CMB. 加快產品創新 Accelerating Product Innovation本行不斷豐富「兩小」企業貸款產品體系，連續推出了抵押貸、AUM信用貸、POS貸、供銷流量貸、配套貸、小額信用貸等六大貸款創新產品，為「兩小」企業客戶提供了抵押、信用、擔保等多樣化的貸款擔保方式，全面滿足「兩小」企業客戶的各項貸款融資需求。2012年，本行繼續完善「兩小」企業產品體系，打造了「兩小」業務綜合性金融服務平臺，贏得廣大客戶的好評。同時，啟動了科技金融產品創新，推出了科技貸、無形資產質押貸等特色產品，並積極與科技部合作成立「
招商銀行創新創業公益基金」，支持全國首屆「中國創新創業大賽」。創新推出「生意一卡通」——小微企業客戶專屬借記卡產品，為客戶提供涵蓋結算、融資、理財等業務的綜合性金融服務。 CMB enriched small and micro enterprise loan product system continuously and launched six innovative products including the mortgage loan, AUM credit loan, POS loan, supply and distribution flow loan, supporting loan and petty credit loan consecutively, providing diversified loan guarantee modes of mortgage, credit and guarantee and meeting various loan and financing needs of small and micro enterprises. CMB continued to optimize small and micro enterprise products system and created a comprehensive financing service platform for small and micro enterprises in 2012, obtaining a high praise from the customers. At the same time, CMB initiated the innovation of scientific and financing products, launched featured products of scientific loan and mortgage loan of intangible assets and so on. In addition, it cooperated with Ministry of Science and Technology actively to set up 「Public Fund of CMB for Innovative Entrepreneurship」 and supported the first 「China Innovative Entrepreneurship Contest」. CMB launched 「Business One-card」 innovatively, which is the exclusive debit card product for small and micro enterprise customers, providing comprehensive financial services for the customers covering settlement, financing and wealth management.
招商銀行廈門分行根據廈門本土小微企業的特點，充分利用小微推介會、全員轉介、批量續作、支行聯動等方式，通過開展「小微進萬家」、「喚醒一貸」、「連理枝」等活動，為本土小微企業量身制定了適合不同主體、不同產品的信貸產品，有效發揮了融資替代作用。廈門分行舉辦生意一卡通推介會服務小微企業Xiamen Branch holding introduction conference for business one-card to serve the small and micro enterprises According to the features of local small and micro enterprises in Xiamen, Xiamen Branch customized loan products for local small and micro enterprises suitable for different subjects and products by making full use of introduction conference for small and micro enterprises, total staff referral, batch sequel, branches interaction and so on through carrying out 「small and micro loan entering families」, 「arousing loan」 and 「deep in love」 and other activities, exerting the substitution function of financing effectively.
招商銀行廈門分行推動兩小發展Xiamen Branch Promoting Small and Micro Enterprise Development 案例Case 18 18 責任專題 SPECIAL REPORT ON RESPONSIBILITY CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 192012年，本行持續加強「夥伴工程」建設， 以「夥伴工程：夥伴行，伴你行」渠道建設為主題，充分發揮「夥伴工程」服務客戶、經營客戶的平臺作用，服務「兩小」企業的發展。全年共組織開展「夥伴工程」營銷活動 50餘場，直接服務小企業代表 7,000餘人次。 提升服務水平 Promoting Service Level 本行針對「兩小」企業資金需求「短、小、頻、急」的特點，對「兩小」企業貸款全流程進行了優化，採用了標準化的貸前調查，策略化的貸款審批和自動化的貸後管理，制定了標準化「兩小」企業業務「三查」模板，簡化了「兩小」企業貸款三查流程，縮短了貸款審批時間，為「兩小」企業提供省時、省事的融資服務。2012年，本行加強專營機構建設，在全行複製小企業信貸中心成功經驗，在所有分行建立市場和風險職能一體化的小企業金融部，並在一線成立專業小企業營銷團隊，優化「兩小」企業業務的服務流程。 CMB continued to strengthen the development of 「partner projects」 in 2012 under the channel construction theme of 「Partner products: A Partner in your Company」 as a 「partner project」 platform for customers and served the development of 「small and micro」 enterprises. CMB organized more than 50 activities marketing 「partner projects」 and served more than 7,000 services for representatives of small enterprises directly in 2012. With reference to the capital demanding features of 「short-term, small amount and high frequency and urgency」 for small and micro enterprises, CMB optimized the whole loaning process for small and micro enterprises. It implemented standard investigation before loaning, strategic loan approval and automatic post-loan management. It formulated a standard 「three-check」 practices for small and micro enterprises, simplified the loaning process for small and micro enterprises and shortened the loan approval time, providing time-saving and trouble-saving financing services for small and micro enterprises. In 2012, CMB strengthened the construction of special institutions and copied successful experience of small enterprise loan center in the whole bank system. It set up a small enterprise financing department incorporating marketing and risk-preventing functions in all branches and established a professional frontline marketing team for small enterprises, optimizing the service process for small and micro enterprise business.2012年，
招商銀行大連分行大力開拓「兩小 」企業業務新路，多次舉辦各種類型的宣講會、報告會，推進我行「兩小」企業業務發展。9月 11日，東港支行聯手個貸五中心共同開展主題為「精誠合作，共唱小微 」的小微貸客戶沙龍活動。招行相關工作人員向客戶介紹了我行小微貸放款快、成數高等特點，對我行的相關產品進行了細緻的講解，著重介紹了 AUM信用貸等產品，並對我行超級網銀的便利性進行了介紹，得到了客戶的廣泛認可。 In 2012, Dalian Branch expanded new channels for small and micro enterprise business vigorously by holding several seminars and conferences, promoting the development of small and micro enterprise business of CMB. Donggang Sub-branch joined efforts with five Personal Loan Centers under its management in saloon activity for small and micro loan customers
招商銀行大連分行多措並舉助力兩小企業發展案例Case Dalian Branch Took Various Measures to Boost the Development of Small and Micro Enterprises under the theme of 「Sincere Cooperation for Small and Micro Enterprises」. Relevant employees from CMB introduced the features of the quick loan issuance and high loan-to-value ratio of small and micro loan business of CMB, carried out a deliberate demonstration of relevant products of CMB and illustrated AUM credit loan as focus. In addition, it introduced the convenience of super online bank and obtained wide recognition from the customers.推介會現場 Introduction Conference Site強化風險管理Strengthening Risk Management本行高度重視「兩小」企業貸款風險管理，通過優化授信調查報告、提升雙籤審批效率、優化放款流程推出遠程放款模式等措施，完善風險管理機制，致力為「兩小」企業提供高效、優質、可持續的金融服務。2012年，本行堅持預防和清收兩手抓，突出加強資產風險管理。通過加強風險預警與排查，加大不良貸款清收力度，加強集中放款管理，貫徹實施全面風險管理提升計劃等措施防範風險。 CMB attaches great importance to the risk management of loans granted to small and micro enterprises and sought to provide highly efficient and sustainable financial services of high quality for small and micro enterprises by optimizing the loan credit investigation reporting procedures, promoting the reviewing and approval efficiency, improving the loan granting procedures, launching a remote loan granting mode and improving its risk management mechanism. In 2012, CMB continued to focus on the bad debt prevention and loan recovery and strengthened the asset risk management. It reinforced the efforts in recovering non-performing loans, strengthened the central loan granting management and implemented comprehensive risk management improving plan and other measures to prevent risks.「千鷹展翼 」計劃是
招商銀行2010年推出的一項戰略舉措，旨在培育創新型成長企業發展，也是本行助力「兩小 」企業發展的重要實踐。截至 2012年 12月底，「千鷹展翼 」核心客戶達 7,581家，較年初增長 134%；「千鷹展翼 」核心客戶授信總額 1,739億元，增幅超100%。2012年，本行深入推進「千鷹展翼 」計劃，助力創新型成長企業騰飛。 2012年 12月，「千鷹展翼 」計劃榮獲第八屆深圳市金融創新獎一等獎。 The 「Wings for 1000 Eagles」 program is a strategic measure launched in 2010, aiming at cultivating innovative growing enterprises. It is an important measure of CMB to boost the development of small and micro enterprises. As of the end of December 2012, the program has won 7,581 core customers with a growth of 134% compared with the beginning of the year. The total credit loan granted to core customers under the program reached 173.9 billion RMB with a growth of 100%. In 2012, CMB continued the program to boost the development of innovative and growing enterprises. In December, 2012, the 「Wings for 1,000 Eagles」 of CMB was granted the first prize in the 8th Awards for Financial Innovation of Shenzhen. 「千鷹展翼」計劃案例Case 「Wings for 1000 Eagles」 Program20 20 責任專題 SPECIAL REPORT ON RESPONSIBILITY CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 21強化「千鷹展翼 」計劃管理和督導 Strengthening management and supervision of the 「Wings for 1000 Eagles」 program下發《關於深入推進「千鷹展翼 」工作的通知》，召開全行「千鷹展翼 」工作視頻推動會、現場交流會，組織專題研討及業務培訓等。 CMB published Notice on Carrying Forward the 「Wings for 1000 Eagles」 program Deeply, convened 「Wings for 1000 Eagles」 video introduction conference and on-site conference and organized special seminar and business training and so on.提升「千鷹展翼 」客群建設 Promoting clientele construction for the 「Wings for 1000 Eagles」 program推進「名單制」營銷，構建多層次的股權投資合作平臺，推進與知名 PE機構的合作，總行層面建立起 30家核心合作股權投資機構庫等。 It promoted list system marketing, built up multi-layer equity investment cooperation platform, pushed the cooperation with famous PE institutions and established a database with 30 equity investment institutions of core cooperation and so on. 創新開展「展翼通 」產品 Launching relevant products under the 「Wings for 1000 Eagles」 program innovatively成功推出上市貸、投聯貸、科技成果轉化貸、科技補貼貸、增值貸等產品，發布創新成長企業專屬融資品牌「展翼通 」；強化增值貸業務營銷，成功實現首筆項目退出；完善配套支持政策，協助分行營銷重點項目。 We successfully launched a variety of products, including loans for listed companies, investment-connected loans, loans for conversion of technological results into industrial uses, value-added loans, etc. We launched a Eagle Wing Pass, a special financing products for innovative growing enterprises and successfully granted the first loan. We also optimized the matching support policy and assisted focused marketing projects of branches.加強「千鷹展翼 」營銷推動 Enhancing the 「Wings for 1000 Eagles」 marketing promotion策劃組織「成都·西部金融資本對接會 」等大型營銷活動；建設「千鷹展翼 」創新支行，完成首批 37家創新支行的認定。 CMB planned and organized 「Chengdu Financial Capital Bio-partnering Meeting for Western Region of China」 and other large-scaled marketing activities. It also established innovative branches for the 「Wings for 1000 Eagles」 program and completed the certification of 37 innovative sub-branches in the first batch. 持續擴大品牌影響 Increasing brand influence continuously 參加國內權威研究機構和媒體組織的評獎。榮獲「2012中國 CFO最信賴銀行 ——年度企業金融創新大獎」等。 It participated in the awards organized by domestic authoritative institutions and media. It was rewarded 「Most Reliable Bank of CFO in China – Annual Enterprise Financial Innovation Award」 and so on. 「2012首屆中國創新創業大賽 」是我國第一項全國性的創新創業賽事，由國家科技部、教育部、財政部和全國工商聯聯合舉辦，其主題是「科技創新，成就大業 」。作為本次大賽的特別支持單位，
招商銀行捐贈 1,000萬元現金成立了「招商銀行創新創業公益基金 」支持創業和企業創新，並擔任各分賽區的金融顧問和專家評委。進入分賽區決賽的 200家企業將納入
招商銀行的「千鷹展翼 」創新型成長企業培育計劃。這些企業不僅可優先獲得
招商銀行授信支持，而且有機會獲得優質 PE機構的股權投資以及
招商銀行「千鷹展翼 」計劃全方位、專業化綜合金融服務。「First China Innovative Entrepreneurship Contest in 2012」 is the first national innovative entrepreneurship contest in China and it is held jointly by Ministry of Science and Technology, Ministry of Education, Ministry of Finance and All-China Association of Industry and Commerce under the theme of 「Technological Innovation for Great Achievements」. As a special supporting unit for this contest, CMB donated 10 million RMB in cash to set up
招商銀行「千鷹展翼」公益支持首屆中國創新創業大賽案例Case CMB Supporting First China Innovative Entrepreneurship Contest as Public Welfare 「CMB Innovative Entrepreneurship Public Fund」 to support entrepreneurship and enterprise innovation. CMB also acted as the financial consultant and expert judge in all regional contests. 200 enterprises entering the final in regional contest will be incorporated in the 「Wings for 1000 Eagles」 innovative growing enterprise cultivating plan by CMB. These enterprises can not only obtain credit granting support from CMB in priority and also have the opportunity to obtain equity investment with high-quality PE institutions as well as all dimensional and professional comprehensive financial service under the 「Wings for 1000 Eagles」 program from CMB. 2012年 8月 8日，
招商銀行上海分行重點支持的「千鷹展翼 」客戶 ——上海龍宇石燃油股份有限公司成功上市，這是國內船用燃料油行業第一家登陸 A股市場的企業。 2010年在企業衝擊資本市場的關鍵時期，因為無抵押、無擔保，企業資金面臨瓶頸。
招商銀行上海分行充分了解企業所處市場環境、發展前景以及上下遊合作夥伴關係等，果斷地為企業提供了 3,000萬元的信用貸款授信，幫助企業實現了展翅高飛的夢想。 Shanghai Lonyer Fuels Co., Ltd supported by Shanghai Branch under the 「Wings for 1000 Eagles」 program was listed on the stock market successfully on August 8, 2012. It is the first enterprise launching A stock market in domestic bunker fuel oil industry. During the key period of company impacting the capital market in 2010, the company’s capital was confronted with bottleneck because of no mortgage or guarantee. After Shanghai Branch having a full understanding of the market environment where the market was located, development prospect and relationship with upstream and downstream partners, it granted a credit loan of 30 million RMB for the company decisively, helping the company realize its dream of "flying high」.
招商銀行支持上海龍宇石燃油股份有限公司上市案例感言Case Reections CMB Supporting the Listing of Shanghai Lonyer Fuels Co., Ltd. 「銀行在服務客戶方面不僅要錦上添花，還要雪中送炭。
招商銀行在這方面做得很好，感謝
招商銀行在龍宇發展過程中給予的服務與支持，我們也很願意與
招商銀行有更多的業務合作。 」 「Banks should not only contribute to the successes of customers, but also do more to help those in difficulties in serving customers. CMB sets a good example in this aspect. We really appreciate the services and support provided by CMB during the development process of Lonyer and we are willing to have more business cooperation with CMB. 」上海龍宇石燃油股份有限公司董事長徐增增 Xu Zengzeng, Chairman of Shanghai Lonyer Fuels Co., Ltd.222223責任專題 SPECIAL REPORT ON RESPONSIBILITY CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 speCiaL RepoRt oN Responsibility 責任專題因您而變、共鑄輝煌We aRe heRe just foR you, CReatiNg BRiLLiaNCe togetheR
招商銀行25周年專題 二十五載光陰荏苒，二十五載歲月奔流。2012年 4月 8日，
招商銀行迎來了25周年華誕。25年來，
招商銀行始終秉承「因您而變」的理念，始終走在金融產品和服務創新的最前沿，努力為客戶提供優質、便捷的服務體驗，積極履行社會責任，將利益相關方的需求和希望作為自己前進的方向，實現了企業與社會各界的共同成長。Special Report on the 25 Years』 Anniversary of CMB Time flies and CMB greeted its 25th anniversary on April 8, 2012. In the past 25 years, CMB had been adhering to the concept of 「We are here just for you」 and taking the lead in the financial product and service innovation. CMB had made great efforts in providing excellent and convenient service experience for the customers, performing its social responsibilities actively and meeting needs of its stakeholders, realizing the mutual growth of the enterprise and its public stakeholders. 銀行是服務業，我們就是一朵朵的葵花，客戶是太陽。沒有太陽，葵花就會枯萎，所以我們得靠太陽成長。所以因您而變，因客戶需求而變，它不是停止的，是隨著客戶需求不斷變化的，來不斷滿足客戶的需求。 As a service provider, we are sunflowers while the customer is the sun. The sunflower will wither without the sun. Similarly our growth depends on our customers. We are here just for you and will change with your needs. We never stop keeping ceaseless changes to meet customer needs on a continuous basis.
招商銀行行長 馬蔚華 Mr. Ma Weihua, President of China Merchants Bank24 24 25責任專題 SPECIAL REPORT ON RESPONSIBILITY CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 三地同歡、傾力慈善Celebrations in Three Cities with Charity Donation Activities 作為
招商銀行25周年系列活動之一——「招商銀行 25周年慈善音樂會」分別在北京、上海、深圳相繼舉行。精湛的演奏、優美的旋律、觀眾的愛心，共同奏響了
招商銀行25周年慶的華章，也將招行員工及客戶的愛心傳播開來，更為受助者送去了希望。本次慈善音樂會，邀請郎朗、赫比·漢考克、宋祖英、那英、戴玉強、魏松、莫華倫等音樂名家傾情奉獻，將慈善、跨界、國際化等元素融為一體。音樂會的部分門票通過大麥網進行義賣，同時設立了指定地點，為觀眾開設了 5折購票窗口。每站音樂會開場前，
招商銀行、中國兒童基金會、壹基金聯合舉辦音像製品義賣。門票和義賣的所有收入約 20萬元，全部用於支持兒童關懷類的救助項目「海洋天堂計劃」。2012年 4月 2日世界自閉症日，
招商銀行與壹基金、大福基金響應世界國際自閉症研究中心在2011年發起的「點亮藍燈 (Light it up blue)」行動，共同發起「點亮藍燈」大型公益活動。此次「點亮藍燈」活動及其「小積分，微慈善」捐助平臺創新慈善發展模式，是
招商銀行在 25周年華誕之際回報社會的又一創舉。 As one of the serial activities for the 25th anniversary of CMB, 「Charity Concert for the 25th Anniversary of CMB」 was held in Beijing, Shanghai and Shenzhen successively. The 25th anniversary of CMB was warmly welcomed with exquisite performances, pleasant melodies and compassion of the audience. At the same time, it spread the compassion of CMB employees and customers and delivered hope to the helped. Lang Lang, Herbie Hancock, Song Zuying, Na Ying, Dai Yuqiang, Wei Song and Warren Mok and other famous musicians to perform were invited to participate in the charity concerts. The concerts integrated charity, trans-boundary and international elements. Some entrance tickets for the concert were sold for charity through www.damai.cn. At the same time, it set up ticket boxes selling tickets at half price. Income from charity sales of audio-video products at the entrance to the concerts before the concert amounted to 200,000, all donated to 「Ocean Paradise Plan」, a childcare assistance program. 點亮藍燈，點亮世界 Light it up blue, Light the World upApril 2, 2012 was the World Autism Awareness Day. Responding to the 「Light it up blue」 activity initiated by World Autism Research Center in 2011, CMB, One Foundation and Taihook Foundation promoted large-scaled public welfare activity of 「Light it up blue」 jointly. The 「Light it up blue」 activity and the innovative charity development pattern of 「Small Credit Card Point and Micro Charity」 was another pioneering work of CMB to reward the public during its 25th anniversary. 聚沙成塔，全民慈善。招行攜手壹基金通過信用卡積分捐助渠道為自閉症兒童捐助輔導訓練課程，持卡人每捐獻 500積分，就能為自閉症兒童兌換 1課時輔導課程（包含語言訓練、感統訓練、音樂訓練、精細訓練、遊戲訓練），課時通過壹基金與全國 100多個自閉症權威康復機構合作，運用到需要幫助的自閉症兒童的康復中。
招商銀行積極地藉助新媒體傳播公益，創新性地引入當前最有影響力 SNS平臺——新浪微博與目前下載最火爆的手機通訊軟體——微信。在 4月 2日 -8日玩「漂流瓶」或者「搖一搖」找朋友，就會看到「
招商銀行點亮藍燈」。只要參與或關注，
招商銀行便會通過「小積分，微慈善」平臺為自閉症兒童捐贈積分。新浪微博的捐贈渠道則更簡單，只要將微慈善的帖子進行轉發即可。活動期間，共有 2,446萬人關注、參與了「小積分，微慈善」微信活動，22萬人轉發了新浪微博。幾天內，通過微信、微博的互動和捐贈積分等方式，持卡人、非持卡人與招行一起為自閉症兒童募得 6萬多訓練課時。 壹基金髮起人李連杰先生、「海洋天堂」形象大使文章先生，出席
招商銀行-壹基金「海洋天堂」公益計劃戰略發布會及「點亮藍燈」儀式。 Mr. Jet Li, the initiator of One Foundation and Mr. Wen Zhang, the image ambassador of 「Ocean Paradise」 attending 「Ocean Paradise」 public welfare program press conference and 「Light it up blue」 ceremony held by CMB and One Foundation.Every bit of effort counts. Cooperating with One Foundation, CMB called on its cardholders to donate for the counseling and training courses for autism children, with every 500 points for one period of the courses (including linguistic training, sense training, music training, fine motion training and game training). The courses, jointly sponsored by One foundation and more than 100 authoritative autism recovery institutions all over China, was intended to help the recovery of autism children. CMB made full use of new media to advocate public welfare and introduced Sina Microblog, the most influential SNS platform, and micro message, the most popular mobile phone communication software. Between April 2 and 8, users were able to participate in 「CMB lighting it up blue」 program. By participating in the program, users were able to make donations for autism children by the 「Bonus Points for Micro Charity」 platform. The donation channel on Sino micro blog is even simpler: you only need to forward the postings related to micro charity. During the program, totally 24.46 million people participated in the 「Bonus Points for Micro Charity」, and 220,000 people forwarded the postings. During few days, CMB cardholders and non cardholders donated an amount sufficient for 60,000 training periods for autism children by means of interaction through micro message, Sina Microblog and bonus point donation. 新浪微博上一位愛心持卡人在留言感言Reections Message from a warm-hearted cardholder on Sino Microblog 「個人的力量也許微小，匯聚起來就是整片陽光。」"Individual, we are neglectable; joint, we are the sunshine."2626責任專題 SPECIAL REPORT ON RESPONSIBILITY CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 27志願者行動、明天更美好 Volunteered Actions To Make Tomorrow Better 正值 25周年華誕之際，招行為繼續踐行「致力可持續金融，提升可持續價值，貢獻可持續發展」的社會責任理念，發起了以「世界因您而變的更美好」為主題的「
招商銀行25周年全行志願者行動」。該行動以全國近 900家支行為單位開展各類公益活動，主要包括教育援助、扶貧幫困、低碳環保等多個領域，是招行首次在全行組織的大型志願者公益行動。25周年全行志願者行動自 3月 5日「學雷鋒日」開始，全國 80餘個城市的近 800個志願者隊伍陸續啟航。志願者活動內容豐富，包括金融知識進社區、公益獻血、敬老愛老、植樹造林、假幣鑑別、關愛弱勢群體、義務清掃愛護環境、義賣籌善款、希望小學捐助等等。本次志願者行動通過全行的廣泛參與，將我們的企業社會責任理念和「因您而變」的服務精神帶入周邊的學校、社區和需要幫助的群體中，回報社會、傳遞愛心。 Around its 25th anniversary, CMB launched the Volunteered Activity of CMB to Greeting the 25th Anniversary under the theme of "Better World because of You", with the view of carrying forward the social responsibility concept of "Continuing sustainable financing, upgrading sustainable values and contributing to sustainable development". Nearly 900 branches and other institutions of CMB all over China implemented a variety of public welfare activities, providing educational support, support for the poor and low-carbon causes and environmental protection. This was the first large-scaled volunteered public welfare activity organized by CMB throughout the whole bank. The volunteered activities of the whole bank for the 25th anniversary of CMB was started on March 5, Lei Feng's Day, involving nearly 800 volunteers in more than 80 cities in China. The activities centered on a variety of themes, included financial knowledge to the community, the public blood donation, respecting and caring the elders, afforestation, faked money identification, care for the disadvantages groups, environment care, charity sales and donation for Hope Schools. The volunteered activity intended to reward the public and contribute care to society helped instill our notion of social responsibility and our service spirit of "We are here just for you" to the surrounding schools, communities and groups needing help through extensive participation of the whole bank. 2012年，
招商銀行上海分行推出了「愛上一節課」LOVE@CLASS志願者活動，支持腦部障礙兒童的康復訓練與藝術潛力開發，寓意愛是千裡之外的一節課，號召大家一起來關心特殊人群，一起來做公益。活動在行內和行外進行愛心志願者招募，邀請了具有音樂、繪畫等藝術特長的愛心人士，共同前往「WABC無障礙藝途中心」，幫助腦部障礙人士通過音樂、美術互動課程做輔助康復的訓練。In 2012, Shanghai Branch launched LOVE@CLASS volunteer activity to support the rehabilitation training and art potential development of children with brain dysfunction. It was intended to call people to care for disadvantaged groups and join in the public welfare activity to offer love as a lecture from thousands of miles away. During the activity, compassionate volunteers were recruited from within and outside CMB and caring people of various music and artistic backgrounds were invited to the WABC Accessible Art Center to help people with brain dysfunctions in music and art classes. 愛上一節課，一起唱夢想案例感言Case Reections Love & Class, Singing Dream Together「以前人們都會把像我這樣的人送到慈善局或者說是養老院，或者說是無所事事，借用一句俗語叫『混吃等死 』。我不希望那樣，我覺得我們，人，只要生下來，就是為了某個目的而活著。」 "In the past, people like me were sent to Charity Houses or nursing homes, to wait to die. I do not like that idea. In my opinion, people live for purposes. " WABC腦部障礙兒 童小龍 Tong Xiaolong, a child with brain dysfunction from WABC深圳分行東門支行志願者齊聚羅湖區社會福利中心，為老人送上關懷。 Volunteers from Shenzhen Branch getting together in social welfare center in Luohu District and delivering care to the elders. 杭州分行認領民工子弟學校「六一班」全體同學節日心願，一一為之實現。 Volunteers from Hangzhou Branch helping to realize the Children's Day wish of all students from "June 1st Class" a primary school for migrant laborers』 childrenaBout CMb關於招行3030關於招行 ABOUT CMBCHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 31aBout CMb關於招行招行基本介紹BasiC iNfoRmatioN of CmB 1987年，
招商銀行作為中國第一家由企業創辦的商業銀行和中國政府推動金融改革的試點銀行，是中國境內首家完全由企業法人持股的股份制商業銀行，也是中國政府從體制外推動中國銀行業改革的第一家試點銀行。2002年和 2006年，
招商銀行分別在上海證券交易所和香港聯合交易所上市。成立二十五年來，
招商銀行秉承「因您而變」的經營服務理念，根據內外部經營環境的變化，主動調整經營發展戰略，轉變經營管理方式，不斷加快產品和服務創新，致力為客戶提供最新最好的金融服務。
招商銀行較早地建立了股東大會、董事會、監事會和高級管理層組成的「三會一層」現代企業治理結構，發行了國內第一張基於客戶帳號管理的銀行借記卡——一卡通，啟動了國內首家網上銀行——一網通，領先同業構建了全行統一的 IT平臺，創建了國內第一個電話銀行，發行了國內第一張符合國際標準的雙幣信用卡，在國內股份制銀行中率先推出了私人銀行服務，始終引領著國內銀行、尤其是股份制銀行的創新與發展。憑藉持續的金融創新、優質的客戶服務、穩健的經營風格、良好的經營業績以及勇於擔當的社會責任感，
招商銀行已發展成為中國第六大商業銀行，躋身全球前 100家大銀行之列，成為中國境內最具品牌影響力的商業銀行之一。2012年，
招商銀行榮登美國《財富》雜誌發布的 2012年度全球最大的 500家公司排行榜第 498名。 CMB was founded in 1987 as the first private-funded commercial bank in China and a pilot bank for the financial reform promoted by the Chinese government. It is also the first joint-stock commercial bank wholly owned by corporate legal persons in China and the first pilot bank to promote the reform of China’s banking industry from outside the scope of state-owned banks. CMB was listed at Shanghai Stock Exchange and Hong Kong Stock Exchange in 2002 and 2006, respectively. Since our establishment over 25 years ago, following the business guideline of 「We are here just for you!」 we have been adjusting our business development strategy, improving our business management mode, quickening our product and service innovation with reference to the internal and external business environment. CMB was one of the earliest to establish a modern corporate governance structure composed of the Shareholders' Meeting, Board of Directors, Board of Supervisors and Senior Management. We have been taking the lead in the innovation and development of domestic banks, especially domestic joint-stock banks, with our All-in-one Card and the first debit card subject to the customer-number-based management in China, our All-in-one Net, the first online banking service platform in China, the first IT platform for the whole bank system in the domestic banking industry, the first telephone banking service system, the first dual-currency credit card in compliance with international practices in China and the first private banking service of all domestic jointstock banks in China. CMB has developed into the 6th commercial bank of China, one of the top 100 banks in the world and one of the banks in China with the most brand influence with our continued financial innovation, quality customer service, prudent management style, good business performance and our commitment to the social responsibilities. In 2012, CMB was ranked 498th among Top 500 of 2012 published by Fortune. 32 關於招行China Merchants Bank 's Social Responsibility Report 2012
招商銀行2012 年社會責任報告33 公司組織結構圖Organizational Structure Chart ABOUT CMB 關於招行招行公司治理Corporate Governance of CMB About CMB34 關於招行China Merchants Bank 's Social Responsibility Report 2012
招商銀行2012 年社會責任報告35 本行一直致力於根據自身的經營發展特點、經營環境和監管要求的變化情況，不斷完善公司決策機制，持續推進「三會一層」的相互制衡和良好互動關係，為提高決策水平及公司可持續經營提供了保障。2012 年，本行股東大會、董事會、監事會及各專門委員會有效運作，認真貫徹落實國家政策和監管要求，圍繞二次轉型，紮實推進各項工作， 圓滿完成對各項重要議案的研究和審議，保障了本行的持續、穩健發展。全年共組織召開股東大會、董事會、監事會、董事會專門委員會、監事會專門委員會等各類重要會議52 次，審議各類重要議案和聽取重點工作匯報共計208 項。本行高度重視信息披露工作，通過制定一系列規章制度對信息披露工作予以支持，並依託良好的公司治理和完善的內部控制為投資者及時、準確、平等地獲取信息提供保障。2012 年，本行嚴格按照有關信息披露法律法規的要求，真實、準確、完整、及時、公平地披露各項重大信息，在上海證券交易所和香港聯合交易所合計披露文件230 餘份，約合160 餘萬字，全年未發生信息披露重大差錯。Since its establishment, CMB has been committed to improvement of its corporate governance mechanisms and the balance and interactive relationship between the three meetings and the management in response to the needs of the development of CMB, the business environment and the supervisory requirements, which provided reliable support for the promotion of the decision-making capacity and the sustainable operation of CMB. In 2012, the Board of Directors, the Board of Supervisors and their sub-committees effectively implemented the national macro-control policies and regulatory requirements and, centering on the second transformation, exerted themselves for substantially implementing of various work tasks, discussed and considered all major proposals to our satisfaction, guaranteeing the stable and robust development of CMB. During the year, a total of 52 meetings of the shareholders, the Board of Directors, the Board of Supervisors, their sub-committees were held, reviewing and deciding a total of 208 key resolutions and work reports. We attach great importance to the information disclosure, support the information disclosure work by formulating a series of regulations and systems and provide information to investors on a timely, accurate and equal basis depending on our sound corporate governance and healthy internal control. In 2012, we strictly implemented national laws and regulations concerning information disclosure and disclosed major information in a truthful, accurate, complete, timely and equal manner. During 2012, we disclosed a total of 230 documents at Shanghai Stock Exchange and Hong Kong Stock Exchange, totaling 1.6 million words/characters free of significant errors in the information disclosed. 健全完善決策機制規範信息披露機制Establishing and Improving the Decision-making Mechanism Standardizing the Information Disclosure Mechanism 公司治理架構圖Corporate Governance Structure Chart About CMB36 36 關於招行ABOUT CMB CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 37aBout CMb關於招行全面風險管理CompReheNsive RisK maNagemeNt 本行始終高度重視全面風險管理工作，不斷完善風險管理機制，持續加強全面風險管理體系建設，細化各類風險的識別與管理，風險防控能力進一步提升。2012年，本行持續加強信用風險管理制度和工具系統建設，強化數據質量管理，著力推進分支機構提升信用風險管理，有序加強風險經理隊伍建設，不斷提升信用風險管理水平；不斷加大管理創新力度，從完善管理機制、加強重點領域風險防控、開展風險監測預警、優化管理系統等方面紮實推進操作風險管理工作；逐步完善聲譽風險管理體系，提升聲譽風險意識；加大審計力度，持續提升審計質量和效率，防範和揭示各類風險隱患。2012年，不良貸款率為0.61%。在標準普爾的信用評級中，本行 2012年的長期信用評級為BBB+。
招商銀行風險管理組織結構圖 We attach great importance to risk management. In 2012, we continuously improved our risk management mechanism, our comprehensive risk management system and the identification and management of various risks. Our efforts have further promoted our risk prevention and control capacities. In 2012, we continued our efforts in promoting our credit risk management level by increasing our efforts in developing our credit risk management system and tool system as well as data quality management, focusing on the promotion of the credit risk management of our branches and systematically developing our risk manager team. We continued to increase our efforts in management innovation with the view of substantially promoting risk management of CMB by improving the management mechanism, strengthening risk prevention and control of key areas, implementing the risk monitoring and early risk warning mechanisms and optimizing the management system. We committed ourselves to the improvement of the reputation risk management system and the promotion of the awareness of reputation risk. We increased our efforts in the audit work, constantly improving the quality and efficiency of our audit work and preventing and identifying various potential risks. In 2012, we attained a non-performing loan rate of 0.61% and CMB was rated BBB+ in the long-term credit rating by S&P. Chart of Organizational Structure for CMB Risk Management 2012年，本行按照監管要求，順利完成新協議現場正式評估及複評驗收。同時，本行以新資本協議實施為契機，大力推進風險管理體制改革，優化風險管理流程機制，完善風險管理政策體系，夯實風險管理系統基礎，切實提升了風險管理水平。 In 2012, we successfully completed the formal on-site assessment and the reassessment and acceptance inspection of Basel New Capital Accord following the relevant regulatory requirements. Meanwhile, taking the Basel New Capital Accord as an opportunity, we made great efforts to vigorously promote the risk management system reform, optimize the risk management process and mechanism, improve the risk management policy system and consolidate the foundation for the risk management system, effectively raising the risk management level. soCiaL Responsibility maNagemeNt社會責任管理2012年，
招商銀行繼續秉承「致力可持續金融，提升可持續價值，貢獻可持續發展」的社會責任理念，持續推進二次轉型戰略的實施。本行高度重視社會責任管理，在總行辦公室設置了社會責任專崗，專職負責社會責任日常工作的開展。每年制定社會責任年度工作計劃，努力推動社會責任工作向常態化發展。 In 2012, CMB continued to implement the second transformation strategy following the social responsibility notion of 「Committing to sustainable finance services, increasing sustainable values and contributing to sustainable development.」 We attached great importance to social responsibility management, setting up a dedicated post for social responsibilities in the office of the headquarters, responsible for the daily management of social responsibilities. We formulated the annual social responsibility work plan to normalize the social responsibility work. 40社會責任管理 SOCIAL RESPONSIBILITY MANAGEMENT CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 41soCiaL Responsibility maNagemeNt社會責任管理葵花責任理念與模型suNfLoWeR NotioN aNd modeL of soCiaL RespoNsiBiLity 責任理念The concept of responsibility致力可持續金融，Commit to sustainable finance services, increase sustainable 提升可持續價值，values and contribute to sustainable development. 貢獻可持續發展。履責方法服務創造價值：招行堅持向社會持續提供最新最好的金融服務，通過服務支持經濟平穩增長，促進社會和諧穩定，保護環境生態平衡，最大限度創造綜合價值。利益平衡共享：利益相關方參與是企業實現可持續發展的根本途徑，招行時刻關注利益相關方的要求與期望，與相關方實現利益共享，共同促進企業以及經濟社會的可持續發展。創新推進發展：創新是適應利益相關方訴求變化，提升可持續發展能力的重要途徑，招行致力於通過不斷的創新推動企業的成長，實現可持續發展的目標。責任實踐我們通過貫徹國家宏觀經濟政策，加快管理變革，提升可持續價值創造能力，推進「兩小」企業和創新型企業成長，帶動就業，服務經濟社會發展；我們通過持續的產品和服務創新，促進服務能力的提高，為客戶帶來更新更好的客戶體驗，努力贏得客戶的感動；我們通過完善綠色信貸政策，加大綠色信貸支持力度，開展綠色運營和綠色公益，引領綠色金融創新，進而促進綠色經濟發展；我們通過暢通員工職業成長通道，重視員工能力提升，營造良好工作環境，促進員工與企業的共同成長；我們通過深化社會責任理念，開展社會公益活動，參與社區共建，積極回饋社會，致力成為優秀企業公民。 Performing method Creating values through services: We have continued to provide the best financial services for the public through the latest approaches and sought to support the economic growth, promote social harmony and stability, protect the ecological balance and create the maximum values through our services. Balancing the benefit sharing: The participation of stakeholders is a fundamental approach to realize the sustainable development of an enterprise. We care about the expectations and requirements of our stakeholders and share benefits with our shareholders so as to promote the sustainable development of the enterprise, society and economy. Promoting development through innovation: Innovation is an important way of meeting the needs of stakeholders and promoting the capacity of sustainable development. We are committed to promoting the enterprise growth and realizing the goal of sustainable development through innovation. Responsibility performance practices We enhance our capacity of creating sustainable, promote the growth of small, micro and innovative enterprises, increase employment and support social and economic development through implementing the national macro economic polities and strengthening the management reform; We promote our service capacity, provide possibly better and newer customer experience and win the popularity of our customers through continuous product and service innovation; We seek to promote green economic development by improving our green credit policy, increasing green credit support efforts, launch green operation and green public welfare and guiding green financial economic growth; We facilitate the mutual growth of our employees and CMB through improving the career development channels, focusing on the employee capacity development and creating a good working environment; We seek to contribute to society and make a qualified corporate citizen by deepening our understanding of the notion of social responsibility, launching public welfare programs and participating in the community development. 4242社會責任管理 SOCIAL RESPONSIBILITY MANAGEMENTCHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 soCiaL Responsibility maNagemeNt社會責任管理43招行與利益相關方CmB aNd staKehoLdeRs 利益相關方 Stakeholders期望與要求 Expectations and requirements溝通方式 Ways of communication責任回應 Responsibility-related Responses政府 Government支持國家戰略實施，促進區域經濟發展。Supporting the implementation of national strategies and promoting the development of regional economy. 認真執行國家金融政策；參與相關政策制定；參與有關調研與討論；上報統計報表。Earnestly implementing the national monetary policy; participating in relevant policymaking; participating in relevant research and discussion; submitting statistical reports. 貫徹國家宏觀政策；支持國家產業結構調整和經濟發展方式轉變；支持「兩小 」企業發展。 Implementing national macroeconomic policies; supporting the national industrial structure adjustment and economic development patterns; supporting the development of SMEs. 監管機構 Regulatory authorities依法合規經營，健康穩定運行，加強風險防範。Operating in a healthy and stable manner in compliance with laws and regulations and enhancing risk prevention. 執行監管政策；專題匯報；上報統計報表。Implementing regulatory policies and strengthening risk prevention; submitting themed reports and statistical reports. 嚴格落實監管政策；依法誠信經營；加強內控體系建設；實施全面風險管理。 Strictly implementing the regulatory policies; operating in good faith and in compliance with laws and regulations; strengthening the internal control system and implementing comprehensive risk management.股東 Shareholders良好的收益回報，持續穩健經營，及時準確全面的信息披露。Good return on revenue, continuous and stable operation and accurate and comprehensive information disclosure. 準確及時披露信息；定期走訪；定期報告；股東大會。Making timely and accurate information disclosure and regular visits; submitting periodic reports; and regularly holding general meetings of shareholders. 提升盈利能力，取得良好經營業績；加強投資者關係管理；持續強化全公司治理；建立健全信息披露機制。 Promoting the profitability and achieving reasonable operational performances; enhancing the investor relations management; continuing to strengthen the corporate governance and establishing and improving the information disclosure mechanism.客戶 Customers提供最新最好的金融服務，提高客戶滿意度，致力客戶感動。Providing the best and newest financial services, promoting customer satisfaction and achieving high customer appreciation. 客戶座談會；宣傳培訓；需求調查。Customer conferences, promotions and training, need surveys. 加快金融產品和服務創新，拓寬客戶服務渠道，加強客戶關係管理，加強客戶投訴管理和客戶滿意度調查。 Accelerating financial product and service innovation; expanding customer service channels; enhancing customer relations management, customer complaint management and customer satisfaction survey. 環境 Environment發展綠色金融，支持綠色經濟發展，推進可持續發展。Developing green finance; supporting development of the green economy; facilitating sustainable development. 嚴格執行國家節能減排政策；參與綠色公益活動；召開相關論壇。Strictly implementing the national energy saving policy; participating in green public welfare programs; convening relevant forums. 加大綠色信貸投放，支持節能減排，倡導綠色金融理念，積極開展綠色辦公，實現經濟、環境和社會的協調可持續發展。 Increasing support for green credit for energy saving programs; advocating green financial notions; actively implementing green office work and coordinating sustainable economic, environmental and social development.員工 Employees良好的發展空間，健康安全的工作環境，創新員工參與管理平臺。Creating a good environment for employee development and a healthy and safe working environment; establishing new platform for employee participation. 召開職代會；建立內部溝通渠道；教育培訓。Holding meetings of employee representatives; establishing internal communication channels; launching education and training programs. 不斷拓寬員工職業發展通道，完善激勵約束機制，關愛員工工作環境和身心健康，維護員工合法權益，搭建員工參與管理平臺。 Continuing to expand employee career development channels; improving the incentive and restraint mechanisms, and caring about the working environment and health of the employees; safeguarding the legal rights and interests of employees and setting up a platform for employees to participate in the management.合作夥伴 Partners加強溝通交流，實現互利共贏。Enhancing communication and realizing mutual benefits. 嚴格履行合同；招投標；日常溝通；定期走訪。Strictly performing contracts; cooperating in terms of bidding, daily communication and regular visits. 公平採購，互利、平等合作，誠信履約，實現互利共贏。 Carrying out fair procurement, cooperating on the basis of equality, and performing contracts in good faith to achieve mutual benefits.社區 Community參與社區建設和發展，積極承擔社會責任，促進社會和諧。Participating in community building and development, actively shouldering social responsibilities and promoting social harmony. 籤訂社區共建協議；參與社區項目建設；定期溝通；開展聯歡活動。Signing the agreement for sharing the community development; participating in community projects; conducting regular communication and launching joint cultural activities. 持續做好定點扶貧，支持科教文衛事業發展，積極參與公益慈善捐贈，積極開展志願服務活動。 Continuing with the targeted poverty relief programs; supporting science, educational and health care programs; actively participating in charity donations and carrying out voluntary service activities. 4444社會責任管理 SOCIAL RESPONSIBILITY MANAGEMENTCHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 soCiaL Responsibility maNagemeNt社會責任管理45責任榮譽hoNoRs ReLated to soCiaL RespoNsiBiLity 頒獎機構Awarding Agencies 榮獲獎 Awards
中國銀行業協會China Banking Association 2012年度最具社會責任金融機構、2012年度社會責任最佳民生金融獎、馬蔚華行長榮獲 2012年度社會責任引領人物獎 Financial Institution with the Strongest Sense of Social Responsibility in China in 2012 Award for Best Financial Institution with Strong Sense of Social Responsibility for Public Livelihood in 2012; President Ma Weihua was granted Award for Leading Figure in Social Responsibility Management中國·城鄉小康發展促進中心、中國合作經濟學會合作金融專業委員會聯合China Urban-rural Well-off Development Promotion Center and Cooperative Finance Committee of China Society of Cooperative Economics 2012年度綠色金融年度最佳社會責任獎 Award for Best Financial Institution with Strong Sense of Social Responsibility for Green Finance in 2012《理財周報》Money Weekly 2012年度中國金融品牌年度十大公益項目獎 Award for Top 10 Public Welfare Project of Financial Brands of China in 2012《亞洲金融》Finance Asia 2012年度最佳銀行 Best Bank of China in 2012《金融時報》Financial Times 2012年度中國最佳私人銀行 Best Private Bank of China in 2012 《亞洲貨幣》Asia Money 2012年度中國本土最佳私人銀行、 2012年度中國本土最佳現金管理銀行 Best Local Private Bank of China in 2012 Best Local Cash Management Bank of China in 2012 《銀行家》雜誌等The Bankers and other magazines 2012年度十佳金融產品營銷獎、 2012年度十佳金融品牌營銷活動獎 Award for Top 10 Financial Product Marketing Banks in 2012 Award for Top 10 Financial Product Marketing Campaigns in 2012《財資》The Asset Magazine 2012年度最佳公司治理獎 -白金大獎 Platinum Award for Best Corporate Governance in 2012《哈佛商業評論》Harvard Business Review 馬蔚華行長獲評「中國上市公司卓越 50人 」 President Ma Weihua was elected 「Top 50 Figures of Listed Companies」 in China《經濟觀察報》Economic Observer News 2012年度最受尊敬企業獎 Best Respected Enterprises in 2012《每日經濟新聞》Daily Economic News 2012年度最佳私人銀行獎項 Award for Best Private Bank in 2012 《2 1世紀經濟報導》The 21st Century Economics Daily 2012年度亞洲最佳品牌
建設銀行獎 Award for Banks with Best Brand Building in Asia in 2012 香港中國商會、中國中央電視臺Chinese Chamber of Commerce in Hong Kong and China Central Television 2012年中國海外投資年度人物 China’s Annual Person of Overseas Investment in 2012 中國國際商會、品牌中國產業聯盟等Chinese Chamber of Commerce in Hong Kong and China Central Television 2012品牌中國華譜獎 Brand China Huapu Award for 2012鳳凰衛視、鳳凰網Phoenix TV and www.ifeng.com 2011年度最具競爭力銀行獎 Award for Banks with the Strongest Competitiveness in 2011 社科院信息化研究中心Information Research Center of Academy of Social Sciences 2012年中國電子銀行最佳用戶體驗獎 Award for Banks with Best E-Bank Customer Experience in China in 2012 I pRomotiNg tRaNsfoRmatioN to adapt to the eNviRoNmeNt aNd CoNtiNuiNg to iNCRease the vaLue of CmB因勢而變促轉型持續提升招行價值 48 49
招商銀行2012年社會責任報告CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012因勢而變促轉型 持續提升招行價值 PROMOTING TRANSFORMATION TO ADAPT TO THE ENVIRONMENT AND CONTINUING TO INCREASE THE VALUE OF CMB服務實體經濟，防範系統性風險，有序發展和創新金融組織、產品和服務，全面提升金融服務水平。Serve the real economy, guard against systemic risk, orderly develop and innovate on financial organizations, products and services, and to raise the overall level of financial services.《中華人民共和國國民經濟和社會發展第十二個五年規劃綱要》 The Twelfth Five-Year Plan for National Economic and Social Development of the People's Republic of China企業的發展離不開國家經濟社會的可持續發展環境，國家經濟社會要實現騰飛，同樣需要企業的可持續發展。
招商銀行是始終將自身的價值創造與國家經濟社會發展緊密結合，因勢而變，主動轉型，努力實現企業與經濟社會的協調可持續發展。 The development of an enterprise is inseparable from the sustainable development of the national economic and social environment. In return, the economic and social development is inseparable from the sustainable development of enterprises. CMB always closely integrates its own value creation with the national economic and social development, continue to adapt to the environment and actively transform its structure to realize balanced and sustainable development of enterprises and the economy and society. 48 49
招商銀行2012年社會責任報告CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012因勢而變促轉型 持續提升招行價值 PROMOTING TRANSFORMATION TO ADAPT TO THE ENVIRONMENT AND CONTINUING TO INCREASE THE VALUE OF CMB服務實體經濟，防範系統性風險，有序發展和創新金融組織、產品和服務，全面提升金融服務水平。Serve the real economy, guard against systemic risk, orderly develop and innovate on financial organizations, products and services, and to raise the overall level of financial services.《中華人民共和國國民經濟和社會發展第十二個五年規劃綱要》 The Twelfth Five-Year Plan for National Economic and Social Development of the People's Republic of China企業的發展離不開國家經濟社會的可持續發展環境，國家經濟社會要實現騰飛，同樣需要企業的可持續發展。
招商銀行是始終將自身的價值創造與國家經濟社會發展緊密結合，因勢而變，主動轉型，努力實現企業與經濟社會的協調可持續發展。 The development of an enterprise is inseparable from the sustainable development of the national economic and social environment. In return, the economic and social development is inseparable from the sustainable development of enterprises. CMB always closely integrates its own value creation with the national economic and social development, continue to adapt to the environment and actively transform its structure to realize balanced and sustainable development of enterprises and the economy and society. 50 50 因勢而變促轉型 持續提升招行價值PROMOTING TRANSFORMATION TO ADAPT TO THE ENVIRONMENT AND CONTINUING TO INCREASE THE VALUE OF CMB CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 51IpRomotiNg tRaNsfoRmatioN to adapt to the eNviRoNmeNt aNd CoNtiNuiNg to iNCRease the vaLue of CmB因勢而變促轉型 持續提升招行價值服務國家經濟發展seRviNg NatioNaL eCoNomiC deveLopmeNt2012年，
招商銀行各項工作都取得了飛速發展，在服務國家經濟發展方面是否有新的支持舉措？ 2012年，
招商銀行嚴格貫徹落實國家的宏觀調控政策，積極優化信貸結構，支持產業結構轉型升級，助力區域協調發展，為促進經濟社會協調可持續發展貢獻了力量。2012年，全行發放信貸28,090.37億元（不含境外，不含信用卡,其中票據融資僅含直接向企業發放的直貼類，不含金融機構之間轉貼類），餘額17,614.97億元 ;中西部地區分行發放貸款 6,278.89億元。In 2012, CMB has achieved rapid development in all its aspects. Were any new supportive initiatives taken to serve the national economicdevelopment? In 2012, CMB strictly implemented the national macro-control policies, actively optimized the credit structure, supported transformation and upgrade of industrial structure and boosted coordinated regional development, contributing to the facilitation of balanced and sustainable economic and social development. In 2012, we issued a total loan of 2,809.037 billion yuan (excluding overseas loans and loans on credit cards), with a balance of 1,761.497 billion; including a total of 627.889 billion yuan granted in the central and western regions of China. 助力產業結構升級 Supporting Upgrade in the Form of Industrial Transformation本行充分發揮金融槓桿作用，積極貫徹國家宏觀調控政策，不斷優化信貸投放結構，重點支持國家重點扶持的民生消費、現代服務業等行業，同時積極支持綠色、環保、高科技等行業企業的發展，促進產業結構的調整升級。 We made full use of the financial leverage, actively implemented the national macro-control policies, constantly optimize the credit structure, provide focused support for the consumption projects and modern service industries and other industries received targeted support from the government. We also actively supported the development of green environment-friendly and high technical enterprises and facilitated the adjustment and upgrade of the industrial structure.2012年 7月 25日，廣東省人民政府和廣東銀行同業公會共同舉辦廣東銀行業支持實體經濟發展座談會，在產融對接籤約儀式上，廣州分行與省天然氣管網籤署銀企合作協議，本次業務合作涵蓋授信、結算、信用證、網上銀行、代發、供應鏈融資等，標誌著
招商銀行支持地方實體經濟發展又一次邁出了堅實的步伐。 On July 25, 2012, the People's Government of Guangdong Province and the Banking Association of Guangdong jointly organized a forum under the theme of support from Guangdong banking sector to the development real economy. At the signing ceremony for the agreement between
招商銀行廣州分行支持實體經濟發展案例Case Guangzhou Branch Supported the Development of Real Industry the industrial enterprises and financial institutions held during the forum, Guangzhou Branch and the Natural Gas Network of Guangdong signed an cooperation agreement, covering credit granting, letters of credit, online banking services, entrusted distribution and financing for the supply chain, marking a solid step of CMB in supporting the development of local real economy. 52 52 因勢而變促轉型 持續提升招行價值PROMOTING TRANSFORMATION TO ADAPT TO THE ENVIRONMENT AND CONTINUING TO INCREASE THE VALUE OF CMB I CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 pRomotiNg tRaNsfoRmatioN to adapt to the eNviRoNmeNt aNd CoNtiNuiNg to iNCRease the vaLue of CmB因勢而變促轉型 持續提升招行價值53促進區域協調發展 Facilitating Coordinated Regional Development本行全力支持區域協調發展，加快中西部地區的網點建設，重點支持中西部區域發展，為地方經濟建設及區域經濟協調發展提供了積極支持。截至 2012年底，本行在中西部地區設立的一級分行達到 18家，二級分行達到 25家，中西部地區分行發放貸款 6,278.89億元。本行繼續加大縣域金融服務支持力度。2012年，本行將支持地方縣域經濟發展與自身戰略以及機構建設有機結合，在揚州高郵、泰州靖江等地新建 12家縣域支行，為當地金融市場增加了新的活力，也極大地促進了當地縣域經濟的快速、健康發展。 We provided substantial support for coordinated regional economic development, accelerated the construction outlets in the central and western regions and focused on the development of the central and western regions. As of the end of 2012, we had 18 level-one branches established in those regions and 25 level-two branches, with a total credit loan of 627.889 billion yuan. We continued to increase our support for financial services at the county level. In 2012, we supported optimized integration of the local economic development and the development strategy and institution construction at the county level. The 12 county-level branches of CMB in Gaoyou, Yangzhou and Jingjiang, Taizhou, instilled new energy to the local financial market and significantly facilitated the rapid and healthy development of the county-level economy. 葵花綻放國際市場suNfLoWeRs BoomiNg iN the iNteRNatioNaL maRKet注1：本表統計為本行口徑，且僅含境內各行部，不含香港分行、紐約分行。注2：貸款發放額包括公司貸款、個人貸款、票據融資，其中票據融資僅含直接向企業發放的直貼類，不含金融機構之間轉貼類。注3：本表統計不含信用卡數據。 Note 1: The diagram is based on the statistics of CMB, with the data contained limited to domestic branches and agencies, excluding Hong Kong and New York Branches. Note 2: The loans granted include corporate loans, personal loans and notes financing, where the notes financing is limited to the direct discounts, granted to enterprises, excluding indirect discounts incurred between financial institutions. Note 3: Data in this diagram excludes data related to credit cards. 總行，6%東北地區，6%珠江三角洲及Headquarters Northeast Region海西地區，17%of CMB 環渤海地區，19%Pearl River Delta and Bohai Rim area at the west coast of Taiwan Strait 中部地區，12%西部地區，11% Central Region Western region Yangtze River Delta 長江三角洲地區，30%2012年，
招商銀行的國際業務發展如何？未來有哪些打算？ 2012年，招行加快產品創新，提升綜合效能，完善跨境金融平臺，豐富跨境金融產品體系，著力打造國內最好的跨境金融服務銀行，保持國際業務核心競爭力和領先優勢，全面提升國際化經營能力和水平，保持了國際業務逆勢平穩增長。How did the international business of CMB develop in 2012? What plan do you have for the future? In 2012, CMB accelerated product innovation, enhanced overall performance, improved cross-border financial platform and enriched the cross-border financial product system with the view of building the best cross-border financial service bank in China, maintaining our core competitiveness and leading position in the international financial businesses, comprehensively promoting our international business capacity and maintaining the steady growth of our international business in an unfavorable environment. 54 54 因勢而變促轉型 持續提升招行價值PROMOTING TRANSFORMATION TO ADAPT TO THE ENVIRONMENT AND CONTINUING TO INCREASE THE VALUE OF CMB CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 55跨境金融品牌 Cross-border Financial Brand本行持續提升跨境金融優勢，不斷豐富跨境金融品牌內涵，構建動態產品體系，加大營銷宣傳，加強跨境平臺機制建設，推行精準營銷，提升跨境金融國內影響力。2012年，本行繼去年推出「跨境金融」品牌的基礎上，以為企業實現「跨境財富管理」為主題，以「跨境貿易交易和資本投資」為主線，創新推出跨境金融「三通」動態產品體系（「商貿通」、「資本通」和「財富通」），將原有的「跨境金融」品牌內涵升級為「一個主題、兩條主線、三大產品」的完整體系。 2012年 11日 14日，
招商銀行大連分行舉辦了跨境金融創新產品研討會。來自大連地區和省內異地近 50家跨境高端客戶一起參加了本次研討會。會上，招行相關部門負責人系統而全面的介紹了
招商銀行跨境金融創新產品，從商貿通、資本通、財富通三個方面，為客戶講解了集結算融資、資本管理和財富管理多位一體的跨境金融服務方案。本次研討會系列活動加強了銀企間的溝通與交流，擴大了我行跨境金融業務的市場影響力，進一步樹立了我行「跨境金融」的品牌形象。 On November 14, 2012, Dalian Branch held a forum under the theme of 「Innovative Cross-border Financial Products.」 Some 50 high-end cross-border business customers from Dalian and other cities of the province attended the forum. At the forum, heads of relevant departments of CMB presented comprehensive introduction of cross-border financial innovative products of CMB and,
招商銀行大連分行舉辦跨境金融創新產品研討會案例Case Dalian Branch Held an Innovative Cross-border Financial Products Forum focusing on trade pass, capital pass and wealth pass, explained the cross-border financial service program integrating the functions of clearance, financing, capital management and wealth management. The forum enhanced the communication between CMB and connected enterprises, increased the market influence of our cross-border financial services and further enhanced our brand image in cross-border finance. 跨境金融創新產品研討會現場圖片Innovative Cross-border Financial Products Forum海外機構風採 Achievements of Our Overseas InstitutionsWe continued to enhance our cross-border financial advantages, constantly enrich the content of our cross-border financial brand, build a dynamic product system, increase marketing efforts, strengthen the construction of cross-border platform mechanism, implement precision marketing and enhance the influence of our cross-border finance on the domestic market. In 2012, on the basis of the cross-border financial brands, we launched a dynamic product system including three cross-border products (「Business Pass」, 「Capital Pass」 and 「Wealth Pass」) under the theme of 「cross-border wealth management」 and the notion of 「cross-border trade and capital investment」, and upgraded our cross-border financial brands into a complete system featuring 「one theme, two main lines and three major products」. 本行圍繞提升管理國際化中期戰略，在國際化經營方面取得了新進展。截至 2012年底，本行海外機構數 7家，分別為 2家分行（香港分行和紐約分行）、2家子公司（永隆銀行和招銀國際），以及 3家代表處（美國代表處、倫敦代表處以及臺北代表處），境外員工數近 2,000人。2012年，本行海外機構發展繼續立足於為中國「走出去」的企業提供貼身跟隨服務，積極介入當地市場，建立擴大中資企業客戶基礎，通過發揮境內外聯動機制，在滿足「走出去」企業的融資需求和產品供給上深度挖掘，為支持我國「走出去、引進來」政策發揮了積極作用，很好地支持了中資企業在海外的發展。 We achieved new progress in the international operations following our medium-term international strategy. As of the end of 2012, CMB had seven overseas institutions, including two branches (Hong Kong Branch and New York branch), two subsidiaries (Wing Lung Bank and CMB International) and three representative offices (U.S. Office, London Office and Taipei Office), with 2,000 overseas employees. In 2012, aiming at providing tailored follow-up services for overseas Chinese enterprises, overseas institutions of CMB actively participated in the local market, established and expanded the Chinese clientele and, by virtue of the interactive mechanism between domestic and overseas institutions, played an active role in implementing the 「going-out and bringing-in」 policy of the Chinese government while meeting the financing needs and products of overseas Chinese enterprises, offering substantial support for overseas development of Chinese-funded enterprises.2012年 6月，紐約分行組織員工參加了名為 」 Corporate Challenge」的全球公益長跑活動，該活動由 JPMorgan Chase集團主辦，所得募捐款項用於保護中央公園等綠色環保活動。 In June 2012, New York Branch organized its employees to participate in a global public welfare long-distance running event in the name of "Corporate Challenge" sponsored by JPMorgan Chase Group, with the donations collected going to the protection of Central Park and other green protection projects. 綠色長跑案例Case Green long-distance running案例Case 2012年，永隆銀行開展了重建國內山區小學校舍之全行募捐活動，此次活動共有 401位同事參加，籌得善款達港幣 82,640元。餘額約港幣602,056元由永隆銀行透過「永隆銀行慈善基金」補足，善款總額折合為人民幣 600,000元。小學重建後易名為「甘肅省定西市岷縣麻子川鄉吳納村永隆銀行苗圃希望小學」。 In 2012, Wing Lung Bank launched a whole-bank donation event for the construction of a primary school in a mountainous area in China, involving 401 colleagues and collecting HK$82,640. The shortage of the fund for the construction, about HK$602,056, will be provided by Wing Lung Bank through Wing Lung Bank Charity Foundation, making a total donation of CNY600,000. The primary school was renamed Wing Lung Bank Nursery Hope Primary School, Wuna Village, Mazichuan Township, Min County, Gansu Province. 您的愛心，燃點他的希望Your Love Ignites his/her Hopes 56 56 57因勢而變促轉型 持續提升招行價值 PROMOTING TRANSFORMATION TO ADAPT TO THE ENVIRONMENT AND CONTINUING TO INCREASE THE VALUE OF CMB CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 IpRomotiNg tRaNsfoRmatioN to adapt to the eNviRoNmeNt aNd CoNtiNuiNg to iNCRease the vaLue of CmB因勢而變促轉型 持續提升招行價值創造股東持續價值 CReatiNg sustaiNaBLe vaLue foR shaRehoLdeRs 2012年，
招商銀行在提升股東價值方面是如何做的？ 本行高度重視保護股東權益，積極推進二次轉型戰略，提升經營管理能力，為股東創造長期持續價值。2012年，本行的經營業績取得了顯著提高。How did CMB promote shareholder values in 2012? We attached great importance to the protection of shareholder interests, actively promoted the second transformation strategy and improved management capabilities with the view of creating long-term sustainable value for our shareholders. In 2012, we achieved significant improvement in the operation performance. 2012年財務業績概要 Financial Performance Summary 2012單位 Unit 2012 2011 2010總資產 Total assets億元 100 hundred million 34,082.19 27,949.71 24,025.07營業收入 Operation revenue億元 100 hundred million 1,133.67 961.57 713.77利潤總額 Total profit億元 100 hundred million 595.64 471.22 333.43淨利潤 Net profit億元 100 hundred million 452.77 361.27 257.69資本回報率 Return on capital % 22.48 22.50 20.23平均總資產收益率 Average total assetsincome ratio % 1.46 1.39 1.15平均淨資產收益率 Average net assetsincome ratio % 24.77 24.17 22.73本行以創新、專業、開放、積極的態度，堅持以投資者為中心、以提升投資者體驗和提高工作效率為基本原則，以多種形式向來自全球的投資者及時、全面、客觀的傳遞本行戰略、經營業績、業務亮點及投資價值，有效提高了投資者滿意度。2012年，全年舉行業績發布會和分析師會 2次、媒體發布會 1次、開展全球路演 1次、中期業績路演 3批次。接待機構投資者和分析師的 132次來訪，接聽諮詢電話 745通，處理投資者網上留言 225則，參與境內外投行推介 27次。 In 2012, centering on the investors and following the basic principle of promoting the investor experience and working efficiency, we communicated our strategies, business performance, highlighted operations and investment values through various channels with an active and open attitude in a timely, comprehensive and objective manner, effectively promoting investor satisfaction. In 2012, we held two business performance briefings/analysts』 meetings and a media conference, participated in an international road show and three road shows designed for advertising the interim business achievements of CMB. We held 132 interviews with institutional investors and analysts, answered 745 calls for advice and 225 online messages from our investors and participated in 27 investment bank promotion campaigned at home and abroad. II WiNNiNg CustomeR appReCiatioN By iNNovatiNg foR the CustomeRs因您而變謀創新致力贏得客戶感動 60 60 因您而變謀創新 致力贏得客戶感動 WINNING CUSTOMER APPRECIATION BY INNOVATING FOR THE CUSTOMERSCHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 61為客戶提供差異化、標準化、人性化的優質服務是銀行實現可持續發展的基礎。只有讓客戶有良好的服務體驗、贏得客戶感動，銀行的未來發展才有動力。招商銀行一直本著因您而變的理念，不斷創新推出金融產品，持續提升客戶服務水平，真正讓客戶享受到貼心、便捷、滿意的服務。 Providing differentiated, standard and people-oriented services of high quality is the base for the sustainable development of CMB. The utmost drive for the future development of a bank comes from customer appreciation gained through attractive service experience. Following the business guideline of 「We are here just for you」, CMB continued to launch new financial products, constantly promoting customer services with the view of providing customers with considerate, convenient and satisfactory services. 招行的文化就是
向日葵文化，客戶就是招行的陽光，每一個招行人都是逐日而轉的
向日葵。招行將把為客戶服務永遠放在第一位，葵花朵朵向太陽。 Our corporate culture is the 「Sunflower Culture」, in which our customers are the sun while each CMB member is a sunflower that looks at the sun. Just like sunflowers, CMB always places customer services first.
招商銀行行長 馬蔚華 Mr. Ma Weihua, President of CMB 62 62 因您而變謀創新 致力贏得客戶感動 WINNING CUSTOMER APPRECIATION BY INNOVATING FOR THE CUSTOMERSCHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 63WiNNiNg CustomeR appReCiatioN By iNNovatiNg foR the CustomeRs因您而變謀創新 致力贏得客戶感動葵花向陽持續創新CoNtiNuiNg iNNovatioN LiKe suNfLoWeRs foLLoWiNg the suN產品和服務創新一直是招行的特色，
招商銀行2012是否又有新的產品和服務帶給客戶？ 創新一直是
招商銀行提升綜合競爭力、實現可持續發展的不竭動力。2012年，招行無論在產品創新，還是在服務創新方面都取得了新的突破。無論是新產品的數量，還是客戶的體驗都有了明顯的提高。Product and service innovation has been a characteristic of CMB. Did you offer new products and services for customers? Innovation has always been the inexhaustible drive to enhance the comprehensive competitiveness of CMB and achieve sustainable development. In 2012, CMB achieved new breakthroughs in terms of product and service innovation, resulting in significant increase in the number of new products and customer experience. 零售業務創新 Innovation on Retail Businesses 產品創新：本行堅持以客戶為中心持續加快產品創新，以滿足不同客戶的產品需求。2012年，本行加大在行動支付、智慧卡及行業應用產品等方面的創新力度，使金融產品創新更好地融入了百姓生活，持續為社會提供最新最好的金融服務。 Product innovation. Sticking to our customer-centered service notion, we quickened our pace in product innovation to meet different needs. In 2012, we increased our efforts in innovating on mobile payment, smart cards and industrial application products with the view of integrating our financial products with the daily life of the population and continuing to provide the best and newest financial services for society. 2012年 6月，本行創新推出手機錢包業務，將我行TOUCH卡（大吉卡，電子現金卡）加載在內置安全模塊的 NFC手機上，實現手機與銀行卡「合二為一」的完美融合。 In June, 2012, we launched a mobile phone wallet services by inserting our TOUCH card (an electronic cash card) in NFC mobile phones with embedded safety module, realizing a perfect integration of the mobile and our banking card. 本行構建智慧卡產品體系，推出金融 IC卡，完成了 IC借記卡產品體系的構建，實現了銀聯 IC普卡、銀聯 IC金卡、銀聯 IC金葵花卡的發卡。 We established a smart card product system, launching an IC card with financial functions, completing the establishment of the IC debit card product system and issued an ordinary UniPay IC card, a gold UniPay card and a golden sunflower UniPay IC card.
招商銀行豐富新產品體系案例Case CMB Enriched its Range of New Products 64 64 因您而變謀創新 致力贏得客戶感動WINNING CUSTOMER APPRECIATION BY INNOVATING FOR THE CUSTOMERS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 65服務創新：本行持續優化服務流程，著力升級服務設施，不斷完善細節服務，努力提升客戶體驗。2012年，本行全面推動網點營業廳建立 WIFI網工作，大部分網點都已實現免費上網。大力推動全行「金葵花」理財中心安裝使用門禁系統，優化「金葵花」理財中心服務流程，為「金葵花」客戶提供更人性化的接待服務。推出新版生活繳費平臺，提升生活繳費體驗。關注外籍客戶、老年客戶、殘疾人客戶等特殊客戶群體的服務體驗。本行優化「易登機」服務流程，制定機場貴賓廳服務標準。自 2012年 3月 20日起，機場 POS刷卡程序在全國各機場貴賓廳陸續上線，並督促分行對服務標準推動執行，不斷強化機場貴賓廳服務管理。Service Innovation: We continued to optimize our service processes, made focused efforts to upgrade our service facilities and constantly improved the service procedures with the view of promoting customer experience. In 2012, we urged our business outlets to set up WIFI network, with most outlets now providing charge-free surfing services. We made great efforts to install assess control systems for all Golden Sunflower Wealth Management Centers and optimize the services procedures in the centers so as to provide more people-oriented acceptance services for our Golden Sunflower Card customers. We launched a new version of the life cost payment platform, improving the payment experience. We also paid due attention to the service experience of foreign, senior and disabled customers. We optimized "Easy Boarding" service procedures and developed the standard for airport VIP lounge services. Since March 20, 2012, our airport POS credit card services were launched and branches were urged to implement the service standard to enhance the airport VIP lounge service management. 私鑽客戶服務：本行創新服務模式，持續提升私人銀行、鑽石客戶深度經營能力。截至 2012年底，全行共建立私鑽中心 79家（含四家在建私人銀行中心），基本覆蓋經濟發達地區和高端客戶集中地。本行提升專業支持，深化客戶經營。加強產品創新與管理，滿足客戶拓展和資產配置需求。重點打造「千家萬惠、全城熱刷」POS刷卡品牌，全行開展借記卡 POS促銷活動 100多場，主要圍繞「玩轉一卡通積分」、「新客戶首刷有禮」、「境外刷卡非常禮遇」等主題活動展開。全行實現POS交易金額 4,134億元，同比增長18.6%。北京分行特別量身制定「常見業務中英文對照一頁通」，方便外籍客戶辦理業務；深圳分行在營業廳設置「老人 /孕婦/殘疾人」專座、兒童歡樂角，儘可能滿足不同客戶的特殊需求。上海、廈門、佛山等分行通過設計製作「電子銀行業務導航冊 」、「大堂便民服務溫馨提示臺卡 」等服務舉措，幫助客戶更清晰地了解業務辦理注意事項，辦理業務更加方便快捷。 Beijing Branch compiled a tailored Chinese-English list of description of common operations to facilitate services for foreign customers; Shenzhen Branch set up special seats for the elderly/ pregnant/disabled and a Happy Corner for Children to cater for the special needs of different customers. Shanghai, Xiamen and Foshan Branches of CMB helped customers to better understand business procedures and facilitate the services by designing Electronic Banking Service Guide and service convenience notice cards in the lobby. 提升服務體驗案例Case Promoting Service Experience Diamond Private Customer services: We innovated on our new service mode and continued to promote the far-reaching private banking and diamond customer services. As of the end of 2012, we had 79 Diamond Private Customer Centers (including four under construction), basically covering all well-developed areas and cities with a high concentration of high-end customers. We enhanced our professional service capacity and promoted our customer management. We enhanced product innovation and management to meet the needs of customer development and asset application. We launched a POS card program in the name of 「Using Card City for Benefits" and over 100 events to promote the use of credit cards on POS machines centering on 「Using Cards for Bonus Points」, 「Gifts for New Credit Card User」 and 「Special Gifts for Overseas Expenses on Credit Cards」, etc. In 2012, we realized a total volume of 413.4 billion yuan transacted on POS machines, a year-on-year growth of 18.6%. 信用卡業務：本行加快信用卡產品創新，提高服務水平，不斷提升客戶的用卡體驗。截至 2012年底，累計發行信用卡 560種，4,484萬張。2012年，本行創新推出運通百夫長白金卡、黑金卡、QQ會員聯名卡、微博達人卡；延續「非常旅遊」品牌，推出「非常三亞」、「非常港澳」、「非常美國」主題旅遊營銷活動。 Credit card services: We sped up the credit card product innovation, improved service level and the card-using experience of our customers. As of the end of 2012, we had issued 44.84 million credit cards in 560 categories. In 2012, we launched AMEX Centurion Platinum Card, Black Gold Card, QQ Member Joint Card, Micro-Blog Talent Card, and continued our Special Tourism Brand, launching tourism marketing events under themes of Special Sanya, Special Hong Kong and Macao and Special USA. 66 66 67因您而變謀創新 致力贏得客戶感動 WINNING CUSTOMER APPRECIATION BY INNOVATING FOR THE CUSTOMERS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 II公司業務創新 Innovation on Corporate Businesses 本行繼續完善對公理財產品體系，推出以招商銀行公司理財產品為主體，代銷其他金融機構高收益產品為補充的全新企業財富管理體系。先後與信託公司、大型券商合作推出「債融星」、「短融星」等優質代銷產品，為客戶企業客戶帶來更高產品服務。同時，本行注重加強各類產品的風險防範，充分考慮各類理財產品的收益，確保客戶投資安全。本行持續完善豐富「一個渠道，三個平臺」業務架構，持續鞏固和擴大現金管理創新優勢；創新推出金頤養老理財，試水養老財富管理。推出 「金頤養老」理財產品「金頤養老 1號」，這也是國內銀行首款針對個人客戶、長期限、分段計息、自動滾存的養老理財產品，市場反響良好。 We continued to improve the public financial product system and launched a new enterprise wealth management system centering on the wealth management products of CMB and selling highlyyielding products of other financial institutions. Through joint efforts with trust companies and large brokerage companies, we launched several external products of high quality, including Debt-financing Star and Short-term Financing Star, offering more products of high quality for customer enterprises. At the same time, we focused on strengthening risk prevention of all products, giving full consideration to the earnings of various types of financial products and ensuring the safety of customers' investments. We continued to improve our operational structure composed of 「one channel and three platforms」, continued to consolidate and expand our cash management advantages, launched new Jinyi Pension Management services as an experimental project in the field of pension management. We launched No. 1 Jinyi Pension of Jinyi Pension Wealth Management series, which is the first pension wealth management product for private customers featuring a long term, sectioned interest calculation, automatically conversion of interest to principal, much to the appreciation of the market. WiNNiNg CustomeR appReCiatioN By iNNovatiNg foR the CustomeRs因您而變謀創新 致力贏得客戶感動引領渠道創新潮流LeadiNg the iNNovatioN oN seRviCe ChaNNeLs2012年
招商銀行又為我們提供了哪些新的服務渠道？ 2012年，
招商銀行持續拓寬創新客戶服務渠道，從物理渠道、電子渠道等多方面進行升級和創新，儘可能地為客戶提供便捷、舒心的服務，真正將招行「因您而變」的理念體現到服務的每個細節。What new service channels did CMB establish for customers in 2012? In 2012, CMB continued to expand the innovative customer service channels, upgrade and innovate on the physical, electronic and other channels and provide convenient services for customers, fully instilling the business notion of 「We are here just for you.」 68 68 69因您而變謀創新 致力贏得客戶感動WINNING CUSTOMER APPRECIATION BY INNOVATING FOR THE CUSTOMERS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 物理渠道建設Construction of Physical Channels 大力發展遠程銀行 Facilitating Remote Banking Services 本行繼續加大網點建設力度，特別加大對中西部和東北地區金融支持力度。2012年，本行新開業11家分行，8家在籌建當中。新增 54家支行，新增營業網點 65個。西寧分行和海口分行的開業，標誌著我行完成了在全國的機構網絡布局。截至2012年底，本行營業網點 961家，包括 957家營業網點（境內 955家，境外 2家）和 4家代表處。本行轉變傳統網點經營模式，積極推進「樓層銀行」等新型網點建設。2012年，15家分行推進 20家樓層銀行建設；3家分行新建了4個「小微企業專營支行」；5家分行新建了 10家零售專業網點。電子渠道建設 We continued to increase the efforts for business outlet construction, especially the financial support for the central, western and northeastern regions. In 2012, 11 branches were opened, 8 branches were under construction, 54 sub-branches and 65 outlets were added. The opening of Xining Branch and Haikou Branch marked the completion of the network of CMB China. As of the end of 2012, CMB had 961 outlets, including 957 outlets (955 at home and 2 overseas) and 4 offices. We innovated on the traditional outlet operation mode and actively promoted the development of upstairs bank outlets and other new outlet forms. In 2012, 15 branches established 20 upstairs bank outlets, three branches established four dedicated sub-branches for small and micro enterprises and 5 branches established 10 new dedicated retail outlets. Construction of Electronic Channels本行持續加大電子銀行創新力度，不斷提升電子渠道替代作用。推進網上銀行、手機銀行等電子銀行建設，繼續拓寬電子銀行服務渠道，致力為客戶提供更加便捷的服務，提升客戶服務體驗。2012年，電子銀行非現金業務替代率達90.7%，相當於節省了 5,335個櫃員和 721個網點。 We continued to expand the innovation on electronic banking services and promote the substitution roles of the electronic channels. We promoted electronic banking services including online and mobile phone banking services, continued to expand the service channels for electronic banking services, with the view of providing more convenient services for our customers and promoting customer service experience. In 2012, non-cash transactions done through E-banking services accounted 90.7% of all non-cash transactions of CMB, which means a cut of 5,335 employees and 721 banking outlets.2012年 8月 3日，
招商銀行在 App Store閃耀推出 iPad銀行。招行 iPad銀行不僅支持全系 iPad產品，通過優秀的用戶體驗、夠炫夠酷的界面為客戶帶來高清視覺體驗，而且提供了全新四大頻道，覆蓋全方位金融生活需求。更為重要的是，招行 iPad銀行採取了多重機制確保用戶使用安全，滿足了廣大網際網路用戶尤其是平板電腦用戶的需求。 On August 3, 2012, we launched out iPad banking services in many App Stores in China. The iPad banking services support all iPad products, present high-definition visual experience for customers through , excellent user experience and a striking interface and provide four brand-new four channels, with the full coverage of financial and life needs. More importantly, the iPad banking services of CMB adopt multiple mechanisms to ensure the user safety, meeting needs of the majority of Internet users, especially Tablet PC users.招行推出iPad銀行案例Case CMB Launched the iPad Banking Services 本行積極探索遠程客戶經營，加快服務方式創新，不斷優化客戶體驗，持續提升價值貢獻。2012年，本行遠程銀行人工服務量（含人工來電量、人工外呼量、95555郵箱、新浪微博等）總計 7,377.69萬人次。2012年，本行創新「空中理財」客戶經營模式和「空中貸款」業務模式。「空中貸款」在全國首推95555-8小微申請專線，受到了廣大客戶歡迎。 We actively explored the remote client operations, accelerated service innovation, and constantly optimized the customer experience, promoting our contribution to the customer value growth. In 2012 we served 73.7769 million person/times through our manual remote service facilities (including in-calls, out-calls, 95555 mailbox and Sina microblogging and so on). In 2012, we adopted an innovative 「Air Personal Banking Service」 and 「Air Loaning Service」 modes. The 「Air Loaning Service」 features a small loan hotline 95555-8, which is the first in the industry in the domestic market, much appreciated by the customers. 春運及「雙 11」期間， 95555為客戶順利支付提供有力的服務保障； 95555在嚴冬中為廣大客戶提供了溫暖的回家之路。 95555在一年一度的「網購狂歡節 」中為客戶提供順暢的網絡支付環境，支持電商發展。支付寶在「雙十一」當天 ,多次通過其官方微博提醒廣大客戶通過招行卡支付暢通無阻。 During the Spring Festival, 95555 guaranteed smooth withdrawal services, providing many customers with warm services on their way home. 95555 also helped creating a convenient online payment environment for customers and supported the development of E-commence during the annual Online Purchase Carnival. On Double 11 (November 11), Alipay reminded many times on its official microblog that payment was easier using CMB cards. 95555為客戶順利支付提供保障案例Case 95555 Guarantees Smooth Payment for Customers70 70 71因您而變謀創新 致力贏得客戶感動WINNING CUSTOMER APPRECIATION BY INNOVATING FOR THE CUSTOMERS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 IIWiNNiNg CustomeR appReCiatioN By iNNovatiNg foR the CustomeRs因您而變謀創新 致力贏得客戶感動流程優化重塑招行RemodeLiNg the image of CmB By optimiziNg the seRviCe pRoCeduRes2011年，
招商銀行啟動了流程再造項目，不知道 2012年該項目的進展如何，有哪些成效？ 2012年，我行在去年的基礎上，進一步落實行領導關於以客戶為中心實施流程再造的要求，推動該項目的順利進行，穩步推進項目的落地實施，致力早日向客戶提供 「ONE BANK」（一個銀行）的全新服務體驗。In 2011, CMB launched a service procedure remodeling project. What progress did you achieve in 2012 with that project? In 2012, we further implemented the requirements of the management of CMB on remodeling the service procedures and stably implementing the project following the customer-centered principle on the basis of the work of the previous year, with the view of providing a new service experience of One Bank for services. 2012年，本行在持續推進 2011年確定的批發、零售、信用風險、運營四大條線 21個流程規劃項目三年方案落地實施的同時，積極貫徹董事會提出的「以客戶為中心」實施流程再造的要求，全面啟動流程再造工程，目的是徹底拋棄傳統銀行的「從自身出發，以產品為中心，輕視客戶需求」的經營理念，轉變為「從市場出發，以客戶為中心，重視客戶需求」的經營理念，重新審視銀行業務流程，並進行重新設計，構建對客戶需求快速響應、效率最優、效果最佳的端到端業務流程。本行與國際知名諮詢公司合作，正在進行「以客戶為中心」流程再造的頂層設計，後續將按照設計方案，對全行管理流程、業務流程做出系統化的變革，朝著將本行打造成為以客戶為中心的具有國際競爭力的中國最佳商業銀行的目標不懈努力。 以客戶為中心流程再造最佳實踐研討會 Workshop on the best practices on customer-centered service procedure remodeling In 2012, while continuing to implement the three-year plan for the 21 procedure planning projects in the four aspects including wholesale, retail, credit risk control, we actively implemented the requirement of the Board of Directors of CMB for remodeling customer-centered procedures and launched a comprehensive remodeling program, with the view of departing with the business notion that is based on the bank and centered on the products while neglecting the customer needs to one that is market-oriented and customercentered and focused on the customer needs. We reviewed and remodeled our banking service procedures and established an endto-end procedures featuring quick response to customer needs, high efficiency and best results. We are currently cooperating with an internationally reputed consultation company on the top-level design for the remodeling of the customer-centered procedures. In future, we will make systematic renovation on all the management and operational procedures following the design plan, and work toward our goal of building CMB into the best customer-centered commercial bank in China with international competitive advantages.流程再造項目第一階段成果匯報會 Briefing of the achievements on the first stage of the service procedure remodeling project 72 72 73因您而變謀創新 致力贏得客戶感動WINNING CUSTOMER APPRECIATION BY INNOVATING FOR THE CUSTOMERS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 IIWiNNiNg CustomeR appReCiatioN By iNNovatiNg foR the CustomeRs因您而變謀創新 致力贏得客戶感動多重保護安全無憂muLtipLe pRoteCtioN guaRaNteed seCuRity 近年來，客戶信息安全一直是我們廣大用戶關注的重點，關係到我們的切身利益，
招商銀行2012年有哪些舉措能夠讓客戶真正感到安全放心？ 2012年我行在保護客戶信息及交易安全方面做了大量工作，加強對總行機關技防項目的管理，加強對各分行技防項目的督導，加強對總行外地辦公場所及各分行安全管理的督導，全力打擊銀行卡違法犯罪和電信詐騙行為、加強護衛隊伍管理，多措並舉，確保客戶信息和客戶交易安全。In recent years, the customer information security has been a big concern of our customers and is closely related to our personal interests. What measures did CMB take in 2012 to ease the customers of their worries? In 2012, we did a lot to protect the customer information and transaction security. We enhanced the management of the technical prevention at the headquarters, supervising of the headquarters over the technical prevention projects of branches, the local offices of the headquarters and the security management of the branches. We spared no efforts to crack down bank card crimes and telecommunications frauds, strengthened security guard team management, among other measures, with the view of safeguarding customer information and transactions. 本行始終將客戶信息及資產安全作為重中之重，通過多種渠道為客戶提供安全的環境。2012年，本行全力打擊銀行卡違法犯罪和電信詐騙行為。全年提供外部協助查詢（含國家安全機關公安機關、法院檢察院、紀委監察等機關）共計 22,646宗；加強全行自助設備安全管理，印發《關於加強全行自助設備安全管理的通知》，部署自助設備檢查工作；完善客戶否認交易機制，全年受理客戶否認交易總量 13,683宗，已核查10,742宗。2012年，本行開展了「招行 25周年，網銀安全禮包大放送」營銷活動。採用發送 EDM直郵、在網點發放安全宣傳海報、在網點電視機播放安全教育視頻等多種方式，對電子銀行客戶進行安全教育，增強了客戶的安全防範意識。 We attach the greatest importance to the customer information and asset security and seek to provide our customers with a secure environment by every possible means. In 2012, we exerted ourselves to crack down on bank card crimes and telecommunication frauds. Throughout the year, we assisted external law enforcement agencies (including the national security agencies, public security agencies, the People’s Court, the People’s Procuratorate and the Commission for Discipline and other inspection and supervision Authorities) in 22,646 cases. We enhanced the security management of the self-service equipment of the whole bank by issuing the Notice on Enhancing the Security Management of the Self-service Equipment of the Whole Bank, deploying the inspection of the self-service equipment and completing the customer transaction denying mechanism. We accepted 13,683 customer transaction denying cases with 10,742 cases properly checked and handled. In 2012, we launched a marketing campaign under the theme of 「Online Security Gift Package for the 25th Anniversary of CMB」. We conducted security education to our E-banking customers and enhanced their security awareness by delivering the gift packages by EDM, posting security promotion posters at the banking outlets, playing security videos on TV at the banking outlets. 2012年 4月 21日，
招商銀行武漢分行舉行「防範詐騙宣傳日活動 」。工作人員印製「防範和打擊詐騙案件 」宣傳卡片張貼於武漢城區營業網點的 ATM機上，加強對客戶的提醒和提示。在各營業網點電子跑屏上設置公安局提供的防詐騙安全宣傳警示標語。在叫號機上印有「轉帳匯款、謹防詐騙 」的字樣。還通過簡訊提示客戶防範詐騙。針對詐騙花招迭出、方式不斷升級、以及被騙者有意迴避銀行問詢等新情況，分行組織進行防範詐騙相關知識培訓，提高員工反詐騙的意識和素質。此次宣傳工作共向社會發放宣傳資料 1,500份。 On April 21, 2012, Wuhan Branch Launched a Fraud Prevention Awareness Day. Propaganda cards reading "Preventing and Combating Fraud" were posted on all ATM machines at CMB outlets in Wuhan as customer reminders. Anti-fraud warning messages provided by the Public Security Bureau were displayed on the LED screens on all CMB outlets. The message 「Guard 武漢分行開展防範詐騙「宣傳日」活動案例Case Wuhan Branch Launched a Fraud Prevention Awareness Day against fraud in account transfer and remittance" was printed on the service order slip machines. We also remind our customers to be aware of the possibility of fraud by SMS. Wuhan Branch also launched a training program to train the employees in anti-fraud awareness and competency to address new fraud practices in constantly changing ways and circumstances where the victims evade our inquiries. A total of 1,500 copies of promotional materials were distributed to the public in this campaign. 74 74 因您而變謀創新 致力贏得客戶感動WINNING CUSTOMER APPRECIATION BY INNOVATING FOR THE CUSTOMERS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 75IIWiNNiNg CustomeR appReCiatioN By iNNovatiNg foR the CustomeRs因您而變謀創新 致力贏得客戶感動普及金融知識萬裡行the 10,000-miLe jouRNey foR fiNaNCiaL LiteRaCy除了日常的客戶服務，不知道招行在普及金融知識方面有哪些活動，能否為普通公眾提供一些金融常識知識？ 2012年，
招商銀行針對不同類型的客戶開展特色金融宣傳教育系列活動，從理財、金融安全等方面為客戶提供金融知識。通過「金融知識在您身邊服務月」專項活動，在網點、宣教點、社區建立金融知識服務站、流動學校等，積極開展銀行卡、理財服務、零售貸款、特殊客戶群體服務等金融知識的普及，並在官方網站和官方微博開設了「普及金融知識萬裡行」系列活動專欄，進一步擴大了活動宣傳的受眾群體。What other activities were launched to promote financial literacy in addition to daily customer services? Did common financial knowledge communicated to the general public? In 2012, we launched a series of propaganda and financial knowledge promotion activities for different types of customers in terms of wealth management and financial security. We increased the scope of the public involved in the financial knowledge promotion by launching a campaign under the theme of 「Month of Financial Knowledge around You」, actively establishing financial knowledge service points and mobile financial schools, etc., promoting financial knowledge of banking cards, wealth management services, retail loans and services for special customer groups. We also established a special column for a series of activities under the theme of 「The 10,000-mile Journey for Financial Literacy」 on the official website and microblog of CMB. 2012年，本行繼續推進客戶金融普及教育，通In 2012, we continued to promote financial literacy of our customers 過豐富多彩的活動，向公眾普及金融知識。 by a variety of promotional activities aiming at the general public.
招商銀行秉承「因您而變」的服務理念和創新精神，服務於熱衷網絡的「宅一族 」，首次創新性地推出 「i理財全球搜尋投資達人基金模擬投資大賽」。「i理財基金模擬投資大賽」面向所有對基金投資感興趣的用戶。大賽提供了一個真實模擬基金交易的平臺，參賽即獲得 1,000萬虛擬資金，讓客戶在實操中體驗如何合理配置資產「抗通脹」，實現財富有效保值增值，為年輕投資者提供了一個從「投資菜鳥」到「理財達人」的大眾理財實踐平臺，極好地為大眾普及了金融理財知識。 Following the business guideline and innovation spirit of 「We are here just for you」, we launched an innovative Competition in Simulated Fund Operation for i-Financing and Investment Talents aiming at home staying young people who are interested in the internet. The competition is open to all customers interested in investment in fund. The competition
招商銀行成功舉辦i理財投資達人基金模擬投資大賽案例Case CMB Successfully Held the Competition in Simulated Fund Operation for i-Financing and Investment Talents provided a simulated fund trading platform with every competitor holding a simulated fund of 10 million yuan. The competitors were trained how to rationally allocate their assets so as to resist the inflation and maintain and increase the value of their assets. This competition served as an excellent practicing platform for young investors to develop from green hands to wealth management talents and significantly promoted financing expertise among the general public. 76 76 77因您而變謀創新 致力贏得客戶感動WINNING CUSTOMER APPRECIATION BY INNOVATING FOR THE CUSTOMERS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 IIWiNNiNg CustomeR appReCiatioN By iNNovatiNg foR the CustomeRs因您而變謀創新 致力贏得客戶感動感恩的心感謝有你thaNKs to aLL ouR CustomeRs
招商銀行的服務態度和服務水平是我們感受最深的，2012年有哪些新的體驗嗎？ 2012年，本行從服務標準、服務監測、投訴管理、服務改進等各個方面著手，開展了一系列卓有成效的活動，致力提高客戶滿意水平，真正提升客戶的服務體驗。We are most impressed by the service attitude and competency of CMB. What new experience did you offer in 2012? In 2012, we continued to promote customer satisfaction and customer service experience by launching a series of activities of significant effectiveness in terms of service standard, service monitoring, complaint management and service improvement. 本行通過開展不規範經營治理、強化服務監督，We have been seeking to promote customer satisfaction and 開展客戶滿意度調查，加強客戶投訴處理等措施，promote customer service experience through enhancing service supervision, conducting customer satisfaction surveys and 努力提高客戶滿意水平，提升客戶服務體驗。 strengthening customer complaint response.開展不規範經營治理 Rectifying Sub-standard Operations本行認真貫徹落實銀監會整治不規範經營的政策精神，嚴格遵守「七不準，四公開」要求，規範經營行為，加強透明度和公眾監督，提升金融服務質量和經營管理水平。2012年
招商銀行整理和公布了 104個免費服務項目，編制了《招商銀行金融服務價格目錄冊》，並在官方網站、營業網點等渠道向全社會公示。為便於公眾監督，向社會開通和公開了投訴舉報專線電話（955557），並在全行建立了全範圍、分層級、網絡式的投訴舉報回應體系，認真對待消費者各項訴求，做到件件有回音、事事有答覆。 持續強化服務監督管理 We earnestly implemented the policy of CBRC for rectification of sub-standard operations, strictly observed 「seven don’ts」 and 「four openness」 requirements to regulate our business operation, enhance the transparency and public oversight and improve the quality of financial services and the business management level. In 2012, CMB sorted and published a list of 104 charge-free services, compiled and published to the public the List of CMB Financial Service Charging Rates on the official website and banking outlets. For the convenience of the public supervision, we established a complaint hotline (95555-7) and multi-level complaint response network system covering the whole bank, with the view of prudently responding to the consumer complaints to the satisfaction of our customers. Continuously Enhancing Service Supervision and Management本行持續強化服務監督管理工作，完善服務標準，完成《
招商銀行營業廳服務標準和服務技巧》，組織 「服務標準在線學習大比拼」和「「服務標準趣味大通關」，累計有 84,238人次參加了在線學習，提升了服務水平和質量。2012年，本行開展了「感恩父母，讓愛飛翔」、「感動 100」服務故事評選活動；58家網點獲選中銀協千佳示範單位，比上屆增加了 6家。 We continued to strengthen service supervision and management, improved the service standard, completed the Standard and Skills for Services at Business Outlets of CMB, and organized a Contest on Online Learning of the Service Standard and an Interesting Contest on the Service Standard. A total of 84,238 person/times participated in the online learning, significantly promoting the service level and quality. In 2012, we launched a campaign in the name of 「Thank Our Parents and Let Love Fly」 and a competition for the Top 100 Most Touching Service Stories. A total of 58 banking outlets of CMB were elected into Top 1000 Model Service Units organized by China Banking Association, six more than in 2011. 深圳分行開展 「感恩父母，讓愛飛翔」活動，支行領導給員工媽媽送祝福 Shenzhen Branch launched the campaign "Thank Our Parents and Let Love Fly", during which leaders of the sub-branches expressed their best wishes to mothers of the employees.
招商銀行總行營業部開展「感動100」服務故事評選活動 The Business Department of CMB launched the competition for 「Top 100 Most Touching Service Stories.」 III CmB CommeNCiNg LoW-CaRBoN futuRe gReeN fiNaNCiNg suppoRt綠色金融助騰飛開啟招行低碳未來 80 81
招商銀行2012年社會責任報告CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012綠色金融助騰飛 開啟招行低碳未來 CMB COMMENCING LOW-CARBON FUTURE GREEN FINANCING SUPPORT綠色發展、循環發展、低碳發展，是國家經濟發展方式轉變的新主線，是國家實現「五位一體 」建設目標的唯一出路。正因為如此，綠色金融作為國家可持續發展戰略被提到前所未有的高度。
招商銀行大力提倡綠色低碳金融，致力推進綠色經濟發展，並將發展綠色金融作為「二次轉型 」戰略的重要內容，真正為「資源節約型、環境友好型 」社會建設貢獻力量。 Green development, cyclic development and low-carbon development form a mainline for the transformation of national economic development mode and the only approach to the "Five in One" goals. Therefore, as the national sustainable development strategy, green financing has been upgraded to an unprecedented height. Making the development of green financing as the important content of the second transformation, CMB has been advocating green and low-carbon financing vigorously, promoting green economic development and contributing to a 「resources-saving and environment-friendly」 society. 堅持節約資源和保護環境的基本國策，堅持節約優先、保護優先、自然恢復為主的方針，著力推進綠色發展、循環發展、低碳發展，形成節約資源和保護環境的空間格局、產業結構、生產方式、生活方式，從源頭上扭轉生態環境惡化趨勢，為人民創造良好生產生活環境，為全球生態安全作出貢獻。We should remain committed to the basic state policy of conserving resources and protecting the environment as well as the principle of giving high priority to conserving resources, protecting the environment and promoting its natural restoration, and strive for green circular and low-carbon development. We should preserve our geographical space and improve our industrial structure, way of production and way of life in the interest of conserving resources and protecting the environment. We should address the root cause of deterioration of the ecological environment so as to reverse this trend, create a sound working and living environment for the people, and contribute our share to global ecological security. 《中國共產黨第十八次全國代表大會報告》Report by Mr. Hu Jingtao at the 18th National CPC Congress 80 81
招商銀行2012年社會責任報告CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012綠色金融助騰飛 開啟招行低碳未來 CMB COMMENCING LOW-CARBON FUTURE GREEN FINANCING SUPPORT綠色發展、循環發展、低碳發展，是國家經濟發展方式轉變的新主線，是國家實現「五位一體 」建設目標的唯一出路。正因為如此，綠色金融作為國家可持續發展戰略被提到前所未有的高度。
招商銀行大力提倡綠色低碳金融，致力推進綠色經濟發展，並將發展綠色金融作為「二次轉型 」戰略的重要內容，真正為「資源節約型、環境友好型 」社會建設貢獻力量。 Green development, cyclic development and low-carbon development form a mainline for the transformation of national economic development mode and the only approach to the "Five in One" goals. Therefore, as the national sustainable development strategy, green financing has been upgraded to an unprecedented height. Making the development of green financing as the important content of the second transformation, CMB has been advocating green and low-carbon financing vigorously, promoting green economic development and contributing to a 「resources-saving and environment-friendly」 society. 堅持節約資源和保護環境的基本國策，堅持節約優先、保護優先、自然恢復為主的方針，著力推進綠色發展、循環發展、低碳發展，形成節約資源和保護環境的空間格局、產業結構、生產方式、生活方式，從源頭上扭轉生態環境惡化趨勢，為人民創造良好生產生活環境，為全球生態安全作出貢獻。We should remain committed to the basic state policy of conserving resources and protecting the environment as well as the principle of giving high priority to conserving resources, protecting the environment and promoting its natural restoration, and strive for green circular and low-carbon development. We should preserve our geographical space and improve our industrial structure, way of production and way of life in the interest of conserving resources and protecting the environment. We should address the root cause of deterioration of the ecological environment so as to reverse this trend, create a sound working and living environment for the people, and contribute our share to global ecological security. 《中國共產黨第十八次全國代表大會報告》Report by Mr. Hu Jingtao at the 18th National CPC Congress 82 82 83綠色金融助騰飛 開啟招行低碳未來CCCMMMB CB CB COOOMMMMMMEEENNNCCCIIINNNGGG L LLOOOWWW---CCCAAARRRBBBOOONNN F FFUUUTTTUUURRREEE G GGRRREEEEEENNN F FFIIINNNAAANNNCCCIIINNNGGG S SSUUUPPPPPPOOORRRT TT CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 IIICmB CommeNCiNg LoW-CaRBoN futuRe gReeN fiNaNCiNg suppoRt綠色金融助騰飛 開啟招行低碳未來大力推行綠色信貸pRomotiNg gReeN CRedit LoaN vigoRousLy
招商銀行的綠色信貸政策包含哪些內容？綠色信貸的項目到底綠不綠？
招商銀行制定了以「控兩高促綠色」為核心原則的信貸政策，提出了「建設國內一流的、環境風險管理能力強、綠色信貸產品和服務領先、具有良好聲譽的綠色信貸銀行」的新目標，審慎介入和逐步壓縮「兩高一剩」行業，同時加大對資源消耗小、附加值高、環境友好型行業的信貸投放，重點支持可再生能源、水汙染治理等工程項目。截至 2012年底，我行綠色信貸餘額 610.57億元，比年初增長 100.75億元；清潔能源貸款餘額 143.63億元；環境保護等領域貸款 466.94億元，有效地促進了綠色經濟的發展。What are contained in green credit loan policy of CMB? Is the green credit loan really green? CMB formulated the credit loan policy based on the core principle of 「controlling two highs and promoting the green」, proposed the new objective of 「building the top-class green credit loan bank with strong environment risk management capability, advanced green creditloan products and services and good reputation in China」 and prudently cut down loans for industries of 「high pollution, high energy consumption and overcapacity」. At the same time, CMB increased its credit loan for the environment-friendly industries of small resources consumption and high added value and supported the projects involving renewable energy sources and water pollution control. As of the end of 2012, the green credit loan balance of CMB was 61.057 billion RMB with a growth of 10.075 billion RMB compared with the beginning of the year. The green energy loan balance was 14.363 billion RMB and loans for environment protection and other fields reached 46.694 billion RMB, effectively promoting the development of green economy. 完善綠色信貸政策 Optimizing Green Credit Loan Policy 本行堅決貫徹國家和監管機構的方針政策，2012年，制定了《
招商銀行綠色信貸政策》和《招商銀行推進實施綠色信貸規劃》，明確了客戶及項目環境風險分類管理辦法，建立了與公司發展戰略相統一的綠色信貸管理體系。通過授信準入、審批授權、貸款規模、風險權重等手段，嚴控環境高風險客戶授信，有效促進了企業降低環境汙染。 CMB sticks to implementing policies and guidelines of the state and supervisory authorities. In 2012, we formulated the Green Credit Loan Policy of CMB and the Plan for Boosting the Implementation of Green Credit Loan, defined the classification management measures for the customer and environment risks and set up the green credit loan management system in accordance with our developing strategy. In 2012, we made our share of contribution to the reduction of environment pollution by strictly controlling the loan granting lines for customers of high environmental risks in terms of credit access, authorization scope, loan scale and risk weighting. 嚴控「兩高一剩」貸款 杭州分行一直高度重視做好綠色信貸工作，自覺將其作為我行履行社會責任的具體舉措，努力優化信貸投向結構，合理有效配置信貸資源，在不斷加大對低碳經濟、循環經濟、節能減排等綠色經濟支持力度的同時，嚴格控制對「兩高一剩」行業的信貸投放。截止2012年末，該行當年發放節能減排項目貸款34個、貸款 7.55億元，有餘額節能減排項目 33個、貸款餘額 14.58億元；「兩高一剩」行業客戶分別較年初下降 34戶和 7.67億元。 Hangzhou Branch has been attaching great importance to green credit loan work, considering it as a specific measure for CMB to consciously fulfill our social responsibilities. We took efforts to optimize credit loan investment structure, allocate credit loan resources reasonably and effectively and increase the supporting degree to low-carbon economy, cyclic economy, energy conservation, emission reduction and other green economies continuously. At the same time, we sought to tightly control the credit loan granted to industries of 「high pollution, high energy consumption and overcapacity」. As of the end of 2012, we had granted loans for 34 energy conservation and emission reduction projects, accounting to 755 million RMB, 33 remaining energy conservation and emission reduction projects with a loan balance of 1.458 billion RMB. The number of loans to our customers in industries of 「high pollution, high energy consumption and overcapacity」 were reduced by 34 and 767 million RMB, respectively, compared with the beginning of the year. 杭州分行發展綠色金融，推行綠色信貸案例Case Hangzhou Branch Developing Green Financing and Promoting Green Credit Loan Tightly Controlling Loans for Enterprisers of 「High Pollution, High Energy Consumption and Overcapacity」 2012年，本行繼續控制「兩高一剩」行業的信貸增速，制定了《關於進一步加強「兩高一剩」重點行業信貸管理的通知》，將「兩高一剩」重點行業所有項目貸款和大額授信審批權限上收到總行，實施指令性限額管理。積極支持國家確定的節能重點工程、再生能源項目、水汙染治理工程、節能減排技術研發和產業化示範及推廣等重點項目，以及得到國家和地方財稅等政策性支持的節能減排企業和項目。截至 2012年末，我行「兩高一剩」行業貸款餘額為 1,339.83億元，佔境內對公貸款 13.41%，比年初下降 0.59個百分點。 In 2012, CMB continued to control the increasing rate of credit loans for enterprises of 「high pollution, high energy consumption and overcapacity」 and circulated the Notice on Strengthening Loan Credit Management for Key Industries of 「high pollution, high energy consumption and overcapacity」, withdrawing the power of the branches and sub-branches for the approval of all loans and largesum credit granting line granting and implementing a mandatory line management. We actively supported key energy-saving projects, renewable energy projects, water pollution controlling projects, research on and industrial demonstration and popularization of energy conservation, emission reduction technology and other key projects determined by the state as well as the energy conservation and emission reduction enterprises and projects receiving policy support from the national and local financial and taxation authorities. As of the end of 2012, the loan balance for enterprises of 「high pollution, high energy consumption and overcapacity」 was 133.983 billion RMB, accounting for 13.41% of the total domestic public loan, an decrease of 0.59% compared with the beginning of the year. 84 84 85綠色金融助騰飛 開啟招行低碳未來CMB COMMENCING LOW-CARBON FUTURE GREEN FINANCING SUPPORT CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 IIICmB CommeNCiNg LoW-CaRBoN futuRe gReeN fiNaNCiNg suppoRt綠色金融助騰飛 開啟招行低碳未來推進招行綠色創新BoostiNg gReeN iNNovatioN招行綠色創新有哪些新舉措？創新項目成效如何？
招商銀行不斷探索「綠色產品」創新，不斷豐富「綠色信貸」的內涵，通過金融創新幫助綠色行業企業發展壯大，同時也引導社會資本向綠色行業匯集。2010年，我行發行了首隻綠色文明生態理財產品——「金葵花」安心回報系列之生態文明特別理財計劃；2011年與貴陽市政府聯合主辦第三屆「生態文明貴陽會議」，倡導節能環保精神，並榮獲了「綠色銀行創新獎」等多項大獎，造就了我行探索綠色發展之路的一個又一個裡程碑。What new measures were carried out for green innovation and what about the achievement of such innovative projects? CMB kept exploring the innovation of green products and enriching the content of 「green credit loan」 and helped the development and prosperity of enterprises in green industry through financial innovation. At the same time, we guided public capital to the green industry. In 2010, CMB issued a special Ecological Wealth Management Program of the Golden Sunflower easy return series; in 2011, CMB and the Municipal Government of Guiyang sponsored the 3rd Ecological Civilization Guiyang Conference to advocate energy conservation and environment protection. CMB was rewarded with 「Green Bank Innovation Award」 and other awards, setting one milestone after another on the way to exploring the green development. 綠色金融產品創新 Green Financial Product Innovation本行為推動綠色金融發展，成立了「綠色金融工作小組」，積極開展全行綠色金融業務標準、業務系統的建設及相關產品的開發。同時利用聯合國環境規劃署金融行動機構（UNEP FI）會員的身份，借鑑國際國內先進經驗，探索「綠色產品」創新，先後推出了排汙權抵押貸款、節能收益抵押貸款、法國開發署（AFD）綠色轉貸款、綠色設備買方信貸、綠色融資租賃、清潔發展機制（CDM）融資綜合解決方案等豐富多樣的綠色金融產品，並向全行推廣。本行對即將全面開展的國內碳交易業務，組織專家團隊開展研究和產品創新工作，並與試點地區的多家排放權交易所建立了合作關係。 加強國際金融合作 In order to boost the development of green financing, CMB set up 「the green financing working team」 to implement the green financing business standard and operational system and develop relevant products. Taking the advantage of a member of the United Nations Environment Program Finance Initiative(UNEP FI), we also launched a variety of green financing products successively referring to advanced experience both home and abroad, and innovating on 「green products」. Our products included anti-emission mortgage loans, energy efficiency benefit mortgage loans, green sub-loan of Agency France of development, buyer credit loans for green equipments, green financing lease and comprehensive clean development mechanism financing comprehensive solution. CMB also organized an expert team to carry out research and product innovation on the domestic carbon trading business, and established cooperation relationship with several emission permit exchanges in the experimental areas. Strengthening International Financial Cooperation 為增強綠色創新，本行積極與聯合國環境規劃署、法國開發署、世界自然基金會等多個國內外綠色組織建立合作互助關係，共同探討綠色金融發展之路，推動綠色信貸信息共享和融資項目對接。 In order to improve the green innovation, CMB established cooperative and mutually assisting relationship with United Nations Environment Programme, Agency France of Development and the World Wildlife Fund to explore green financing and promote the cooperation in terms of green loan information sharing and financing projects.2012年，聯合國環境規劃署提出了「自然資本」的新概念，倡導金融機構等私營部門能夠在發展中重視土壤、空氣、水和植被等自然資產以及人類賴以生存的生態系統。 2012年 5月，
招商銀行馬蔚華行長代表本公司籤署了該文件，使本公司成為了全球最早籤署該宣言的金融機構之一。在 2012聯合國可持續發展大會 (裡約 20)大會上，該宣言正式面向全球發布，獲得了與會國家政要和私營企業高管的廣泛好評。 In 2012, United Nations Environment Programme proposed the new concept of 「natural capital」, calling on financing organizations and other private agencies to focus on soil, air, water, vegetation and other natural capital and the ecological system on which people depend for their development. In May of 2012, Mr. Ma Weihua, President of CMB, signed the proposal, representing CMB as one of the earliest signing financial institution. The declaration was issued officially to the world on the United Nations Conference on Sustainable Development (Rio 20) in 2012, winning extensive recognition of political leaders and members of senior management of many private enterprises.
招商銀行參與環境保護案例Case CMB Participating in Environment Protection 86 86 綠色金融助騰飛 開啟招行低碳未來CMB COMMENCING LOW-CARBON FUTURE GREEN FINANCING SUPPORT CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 87IIICmB CommeNCiNg LoW-CaRBoN futuRe gReeN fiNaNCiNg suppoRt綠色金融助騰飛 開啟招行低碳未來推動招行綠色運營CmB BoostiNg gReeN opeRatioN
招商銀行堅持開展綠色運營的出發點是什麼？具體包括哪些內容？
招商銀行一直是節能環保的倡導者和先行者之一。經過多年努力，招行綠色金融業務蓬勃發展，圍繞
新能源、環保、節能等綠色領域全面出擊，取得了豐碩的成果，提出了將「綠色金融」作為銀行自身重點發展領域，將「綠色金融」的理念貫穿到信貸政策和金融產品開發的各個環節，利用金融工具促進全社會的節能減排和低碳經濟發展。通過大力打造綠色建築，積極開展綠色辦公，嚴格實施綠色採購等手段，不斷降低自身經營過程對環境的影響，努力建設「綠色銀行」。What is the starting point for CMB to implement green operation and what specific contents are included? CMB has always been a pioneer in energy saving and environment protection. After years』 efforts, the green financing business of CMB is developing at full speed. In 2012, we exerted ourselves in new energy, environment protection, energy saving and other green fields and realized remarkable achievements. We proposed 「green financing」 as the focused developing field of CMB, instilling the notion of 「green financing」 in all aspects of the credit loan policy and financing product development and used financing tools to promote energy conservation and emission reduction and low-carbon economic development in the whole society. We sought to reduce the influence of the operation process to the environment and build a 「green bank」 by vigorously constructing green buildings, actively implementing green business and green procurement. 打造綠色建築 Constructing Green Buildings本行努力將綠色建築的理念融入到辦公大樓的設計、施工、裝修、維護過程中，對現有及在建的辦公大樓以及營業網點進行節能環保改造，有效實現能源和資源的節約使用。 We take efforts to instill the notion of green building into the designing, construction, decoration and maintenance processes of office buildings and carry out energy-saving and environment protection renovation to the office buildings and business outlets already existing and under construction, with the view of effectively realizing energy and resource efficiency. 佛山分行「綠色建築」：熱回收循環風機 「Green building」 of Foshan Branch: Heat recovery circulating fan
招商銀行佛山分行在營業網點建設方面，因地制宜地改造既有建築物，對尚在設計或尚未開工的新建網點，積極採用新風換熱、循環用水、變頻改造、照明智能控制等多項節能技術，建設綠色環保網點。 In the business network construction, Foshan Branch renovated the existing buildings according to local circumstances. As for the newly built network on the designing stage, it makes use of fresh air heat transferring, cycling use of water, frequency conversion renovation and intelligent light control to build a green and environment-friendly network. 佛山分行積極建設綠色網點案例Case Foshan Branch Actively Building Green Network 踐行綠色辦公Practicing Green Office本行在日常運營管理過程中積極倡導綠色辦公理念，從 2009年開始，積極響應政府關於節能減排的號召，以適度為原則，以規範管理、技術改造為手段，倡導全行員工節約用水用電、減少垃圾製造，大力推進無紙化辦公、擴大電子帳單服務，減少差旅、提倡視頻電話會議，大幅節約了銀行資源，降低了碳排放量。本行在實行節能環保過程中，注重雨水採集系統、地源熱泵系統、冰蓄冷空調系統等綠色技術的應用。 We advocate the notion of green office in our routine business management process. We have actively responded to the government’s call for energy conservation and emission reduction since 2009 following the principle of moderation, advocated water and power efficiency, reduced garbage, encouraged paperless office, expanded electronic billing services, reduced business trips and encouraged video telephone conference by means of standard management and technical improvement, significantly saving resources and reducing carbon emission. While implementing energy conservation and environment protection measures, we focused on the application of the rain collection system, the ground-source heat pump system, the ice storage airconditioning system and other green technologies. 88 89
招商銀行2012年社會責任報告CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012綠色金融助騰飛 開啟招行低碳未來本行將「低碳、節能、環保」作為選擇物資供應商的條件，並作為必要條件加入合同條款，保證物資採購環節的節能環保要求。優先選用取得相關環保資質的供應商，帶動供應商的綠色環保。在產品採購上，把好環保節能關，明確提出產品功能、環保等方面的要求，並加入現金自助設備等產品回購要求，促進了供應鏈企業的綠色發展，營造了「綠色環保」的良好氛圍。 CMB takes 「low carbon, energy conservation and environment protection」 as the requirement to select material suppliers and incorporates the notion in the contract clauses as the essential condition to ensure it to meet the energy conservation and environment protection requirements in materials procurement cycle. CMB selects the suppliers with competent environment protection qualification with the view of encouraging the suppliers to protect environment. CMB pays close attention to energy conservation in the procurement stage, stating explicit requirements for product functions and environment protection. CMB also includes the buyback requirements of cash self-service equipments and other products, promoting the green development of enterprises on the supply chain and creating a good circumstance of 「green and environment protection」.實施綠色採購 Implementing Green Procurement本行通過普及電子帳單常識，引導客戶低碳用卡，大力推行電子帳單服務，有效提高客戶電子帳單使用率。為了鼓勵客戶的這種環保行為，本行堅持利用各方面渠道傳遞綠色環保理念，並利用信用卡積分獎勵回饋電子帳單客戶。截至 2012年底，信用卡僅電子帳單客戶較2011年底增長數百萬戶，全年減少帳單用紙約2.4億張，相當於少砍約 5,000株成年大樹，減少 480噸二氧化碳排放量，保護森林 480畝，少產生約 10萬噸汙水。 CMB improves the utilization ratio of electronic billing for the customers effectively through popularizing the electronic billing knowledge, guiding the customers to use card in a low carbon way and promoting electronic billing services vigorously. In order to encourage customers』 environment protection behavior, CMB seeks to promote the concept of green and environment protection and rewarding the electronic billing customers in the form of bonus points. As of the end of 2012, the number of electronic billing customers of credit card increased by more than several million compared with that of the end of 2011, reducing about 0.24 billion billing papers which means about 5,000 mature trees. CMB reduced 480 tons of carbon dioxide emission, protected 480 acres of forest and reduced about 100,000 tons of sewage. 綠色帳單產品 Green Billing Products CMB COMMENCING LOW-CARBON FUTURE GREEN FINANCING SUPPORT 88 89
招商銀行2012年社會責任報告CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012綠色金融助騰飛 開啟招行低碳未來本行將「低碳、節能、環保」作為選擇物資供應商的條件，並作為必要條件加入合同條款，保證物資採購環節的節能環保要求。優先選用取得相關環保資質的供應商，帶動供應商的綠色環保。在產品採購上，把好環保節能關，明確提出產品功能、環保等方面的要求，並加入現金自助設備等產品回購要求，促進了供應鏈企業的綠色發展，營造了「綠色環保」的良好氛圍。 CMB takes 「low carbon, energy conservation and environment protection」 as the requirement to select material suppliers and incorporates the notion in the contract clauses as the essential condition to ensure it to meet the energy conservation and environment protection requirements in materials procurement cycle. CMB selects the suppliers with competent environment protection qualification with the view of encouraging the suppliers to protect environment. CMB pays close attention to energy conservation in the procurement stage, stating explicit requirements for product functions and environment protection. CMB also includes the buyback requirements of cash self-service equipments and other products, promoting the green development of enterprises on the supply chain and creating a good circumstance of 「green and environment protection」.實施綠色採購 Implementing Green Procurement本行通過普及電子帳單常識，引導客戶低碳用卡，大力推行電子帳單服務，有效提高客戶電子帳單使用率。為了鼓勵客戶的這種環保行為，本行堅持利用各方面渠道傳遞綠色環保理念，並利用信用卡積分獎勵回饋電子帳單客戶。截至 2012年底，信用卡僅電子帳單客戶較2011年底增長數百萬戶，全年減少帳單用紙約2.4億張，相當於少砍約 5,000株成年大樹，減少 480噸二氧化碳排放量，保護森林 480畝，少產生約 10萬噸汙水。 CMB improves the utilization ratio of electronic billing for the customers effectively through popularizing the electronic billing knowledge, guiding the customers to use card in a low carbon way and promoting electronic billing services vigorously. In order to encourage customers』 environment protection behavior, CMB seeks to promote the concept of green and environment protection and rewarding the electronic billing customers in the form of bonus points. As of the end of 2012, the number of electronic billing customers of credit card increased by more than several million compared with that of the end of 2011, reducing about 0.24 billion billing papers which means about 5,000 mature trees. CMB reduced 480 tons of carbon dioxide emission, protected 480 acres of forest and reduced about 100,000 tons of sewage. 綠色帳單產品 Green Billing Products CMB COMMENCING LOW-CARBON FUTURE GREEN FINANCING SUPPORT 90 90 綠色金融助騰飛 開啟招行低碳未來CMB COMMENCING LOW-CARBON FUTURE GREEN FINANCING SUPPORT CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 91IIICmB CommeNCiNg LoW-CaRBoN futuRe gReeN fiNaNCiNg suppoRt綠色金融助騰飛 開啟招行低碳未來積極支持綠色公益suppoRtiNg gReeN puBLiC WeLfaRe aCtiveLy
招商銀行2012年綠色公益有哪些新招？效果如何？ 2012年，我行信用卡發起了「買輛車種棵樹」綠色公益車展，推出多款低排量的環保車型，向社會大力傳播環保低碳理念。同時，還推出了「十分友愛，千萬送福」活動，倡導更多人參與到綠色公益中來。What new measures were carried out in green public welfare by CMB in 2012 and how about the effects? In 2012, the credit card center of CMB initiated the green public welfare auto exhibition under the theme of 「A tree for a car purchased」, exhibiting several environment-friendly models to promote the notion of low carbon environment. A promotional campaign was simultaneously launched under the theme of 「Showing care and blessings to millions by ten cents」, encouraging more people to participate in the green public welfare. 本行將環保理念貫穿在全行管理經營的各個方面，提倡企業發展與環境和諧，構建低碳金融，以己之力推動全社會綠色公益事業的發展。2012年，本行除繼續推動「百年招銀林」植樹活動，參與世界自然基金會 (WWF)「地球一小時」等傳統綠色活動之外，作為綠色低碳企業的大力提倡者，還積極推出了「8小時低碳工時卡」，號召「持卡人」一年做到不低於 8小時的低碳公益活動。 CMB instills the notion of environment protection into all aspects of its management operations, advocates the harmony between enterprise development and environment and seeks to build up lowcarbon financing and boost the development of green public welfare for the whole society. In 2012, CMB continued promoting tree planting activity under the theme of 「One Hundred Years' Forest of CMB」 and participated in 「Earth One Hour」 organized by World Wildlife Fund (WWF) and other traditional green activities. In addition, as an active advocator of green and low carbon enterprise, CMB also promoted 「low carbon card of 8 working hours」, calling on cardholders to engage in low carbon public welfare activities no less than 8 hours in one year. 為踐行低碳環保，
招商銀行推出了「十分友愛，千萬送福 」活動，倡議通過發送電子賀卡的形式為朋友傳遞一份新年的祝福，儘量避免使用紙質賀卡，減少對森林和環境的傷害。同時招行將人們每使用一次
招商銀行電子賀卡減少的碳排放，轉化為「十分錢 」的公益善款，捐助給「金葵花兒童成長 」專項基金，幫助更多兒童接受更好的教育，遠離危害、健康成長。 In order to put the notion of low carbon and environment protection into practice, CMB launched an activity under the theme of 「Showing care and blessings to millions by ten cents」 to encourage sending the first blessing for New Year to friends by electronic greeting cards instead of paper greeting cards, reducing the damage to the forest and environment. CMB would convert the carbon emission reduced by using CMB electronic greeting cards into 10 cents donated to Golden Sunflower Children Growth Fund for the purpose of helping more children with a better education and a healthier living environment. 招行綠色春風溫暖兒童案例Case CMB Caring Children by Promoting Green Office IV seeKiNg peopLe-oRieNted deveLopmeNt aNd aChieviNg exCeLLeNCe By maKiNg pRaCtiCaL effoRts 以人為本謀發展點點滴滴造就非凡 94 94 以人為本謀發展 點點滴滴造就非凡 SEEKING PEOPLE-ORIENTED DEVELOPMENT AND ACHIEVING EXCELLENCE BY MAKING PRACTICAL EFFORTSCHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 95員工是企業實現可持續成長的智力保障。
招商銀行堅持以人為本，秉承「人才立行、科技興行、專家治行」的理念，實行全員聘用、幹部公開招聘和競爭上崗制度，建立總分支三級培訓體系和職務職級並行的職業發展雙通道，多渠道加強員工關愛，把員工的自我發展和價值實現與招行發展有機結合起來，讓員工與招行共同成長。 Employees are the intellectual guarantee for the sustainable growth of an enterprise. Sticking to the people-oriented business philosophy and the operational notion of 「Establishing CMB with competent talents, boosting the growth of CMB through technology and governing CMB by experts」, we implemented full contractual employment system, open cadre recruitment and post competition system. We established a training system at the three levels of the headquarters, the branch and the sub-branch and a dual-channel (post and professional title) career development system channels. We cared for our employees through a variety of channels and integrated the employee self-development and value realization with the development of CMB, with the view of achieving mutual development of our employees and CMB. 員工是招行最寶貴的財富，企業文化是招行的核心競爭力，只有始終堅持以人為本，將員工的物質利益、職業生涯與精神訴求作為改進管理、創建文化的出發點，才能最大限度地調動員工的積極性、能動性，進而為招行的創新、改革與發展提供最根本的保障。 Our employees are the most valuable properties of CMB and the corporate culture is our core competency. Only by sticking to the people-oriented principle, taking the material interests, career development and spiritual needs of the employees as the starting point of the management improvement and culture development can we maximize the Enthusiasm and initiatives of the employees and provide the essential guarantee for the innovation, reform and development of CMB.
招商銀行行長馬蔚華 Mr. Ma Weihua, President of CMB 本行持續實行「外部引進、內部培養」並舉的人才戰略，Following our talent strategy of external recruitment and 鍛造了一支專業素養、敬業精神出類拔萃的人才隊伍。internal cultivation, we have developed a talent team with excellent quality and professionalism. As of the end of 2012, 截至 2012年底，全行員工總數 48,453人，女性員工we employed 48,453 employees, with female employees 比例 58.7%，員工平均年齡 31歲，大學本科及以上學accounting for 58.7%. The average employee age was 31 歷佔比超過75%。多年來全行員工流失率一直低於8%，and employees with a bachelor’s degree account for over 核心人才流失率不超過3%。 75%. Over the years, our general staff turnover rate has been below 8% and the turnover rate of core talents has been below 3%. 1.9%1.7% 11.2% 11.1%20.0% 66.9%33.0% 54.2% 碩士及以上 本科30歲以下30-40歲MA/MS or above Junior college graduate Under 30 30-40 大專中專及以下 40-50歲50歲以上 University graduate Under junior college 40-50 Over 50
招商銀行2012年員工學歷結構
招商銀行2012年員工年齡結構 Chart of CMB Employees』 Education Background in 2012Chart of CMB Employees』Age Structure in 2012 96 96 以人為本謀發展 點點滴滴造就非凡SEEKING PEOPLE-ORIENTED DEVELOPMENT AND ACHIEVING EXCELLENCE BY MAKING PRACTICAL EFFORTS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 97IVseeKiNg peopLe-oRieNted deveLopmeNt aNd aChieviNg exCeLLeNCe By maKiNg pRaCtiCaL effoRts 以人為本謀發展 點點滴滴造就非凡保障員工合法權益pRoteCtiNg empLoyees』 LegaL Rights
招商銀行是如何保障員工合法權益的？ 本行嚴格執行國家勞動法律法規，在崗員工 100%籤訂勞動合同，按時足額繳納「五險一金」，反對強迫勞動，不以任何原因歧視員工。本行深化完善民主管理制度，設立多樣化信息傳遞通道和信息表達渠道，激勵員工參與企業管理。How did CMB protect the legal rights of its employees? We strictly enforced the national labor laws and regulations, signed labor contracts with each and every on-post employee, paid the "five insurance and one pension」 fully as required, prevent forced labor and discrimination for any reason. We further improved our democratic management system and established a variety of information communication channels with the view of encouraging our employees to participate in the management. 2012年，本行深化完善民主管理制度，完善分、支行兩級職工（代表）大會體系；召開員工代表大會，讓員工參與民主管理；通過多種形式促進各級管理層與員工的零距離溝通，利用招銀 E報、招銀文化、招銀社區等內部媒體真實反映基層和員工的心聲。 In 2012, we continued to improve the democratic management system and the staff congress system at the level of the branch and the sub-branch. We held meetings of the staff congress allowing employees to participate in democratic management. We facilitated the seamless communication between the management and employees through various channels and learned about the employee opinions and voices through internal media as CMB E-Daily, CMB culture and CMB communities and so on. 98 98 99以人為本謀發展 點點滴滴造就非凡SEEKING PEOPLE-ORIENTED DEVELOPMENT AND ACHIEVING EXCELLENCE BY MAKING PRACTICAL EFFORTS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 IVseeKiNg peopLe-oRieNted deveLopmeNt aNd aChieviNg exCeLLeNCe By maKiNg pRaCtiCaL effoRts 以人為本謀發展 點點滴滴造就非凡員工發展放眼明天futuRe-Based empLoyee deveLopmeNt
招商銀行的員工，是如何實現職業發展的？
招商銀行秉持 「人才立行、科技興行、專家治行」的理念，堅持「用發展的理念凝聚人才，用發展的事業造就人才」，建立雙通道職業發展模式，創新推廣業績能力雙維度考評，為員工創造良好的發展環境，使員工與企業的成長同步。How did CMB employees realize the career development? Following our notion of 「Establishing CMB by Talents, Developing CMB by Technology and Managing CMB by Experts」 and our strategy of 「Attracting talents by means of the development-based business strategy and developing talents in the course of developing causes」, we have established a dual-channel mechanism for employee professional development, innovated on and promoted the two-dimension (performance and ability) assessment and sought to create a healthy environment for employees to develop at the same pace as CMB. 不斷規範招聘管理 Constantly Regulating the Recruitment Management 2012年，本行規範招聘管理，組織全行「招聘官」培訓，提升招聘官水平；形成人才招聘系統改版優化方案；嚴格對招聘信息發布的管理；規範全行校園招聘流程，按照「一筆四面」的標準流程開展 2013屆應屆畢業生招聘工作。全年共招聘 6,602名員工，其中 2,960人為應屆畢業生，不少畢業於全國乃至全球知名學府；在信用卡、私人銀行、新資本協議實施等專業領域，境內機構聘用了來自臺灣、新加坡、美國、加拿大等地的 20餘名具有豐富境外銀行從業經驗的國際化人才。 完善激勵約束機制 In 2012, we standardized our recruitment management, organized training for all recruitment officers of CMB and promoted their competency for the recruitment work. We developed a plan for revising and optimizing the recruitment system and exercised strict control of the recruitment information publication and standardized the campus recruitment. We adopted a standard recruitment procedures of 「one written test and four interviews」 for the recruitment of fresh graduates for CMB in 2013. In 2012, we recruited a total of 6,602 employees, including 2,960 fresh graduates, many of whom graduating from renowned domestic and international universities. Domestic agencies in the fields of the credit card, the private banking and the implementation of the New Basel Capital Accord employed over 20 international talents with rich overseas banking experience from Taiwan, Singapore, the United States, Canada, etc.Improving Incentive and Restraint Mechanisms 完善的薪酬分配體系是實現人力資源資本化的有效保障。2012年，本行探索薪酬分配體系改革，增加員工的薪酬收入與福利保障。 A sound remuneration distribution system is the effective guarantee of capitalization of human resources. In 2012, we sought to reform the remuneration distribution system and increased the remuneration and welfare benefits of our employees. 100 100 綠色金融助騰飛 開啟招行低碳未來SEEKING PEOPLE-ORIENTED DEVELOPMENT AND ACHIEVING EXCELLENCE BY MAKING PRACTICAL EFFORTS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 1012012年薪酬分配體系改革的最新進展健全職業發展通道的機制流程 Latest improvements of the remuneration system reform in 2012 Improving the Mechanism and Procedures for Career Developmentdevelopment內容 Content最新進展 Latest Improvements優化機構薪酬分配 Optimizing the remuneration distribution system ·完善境內分行薪酬總額分配方案； ·制定 2012年工資總額分配及結餘使用方案； ·優化香港分行薪酬總額管理方案； ·分別核定了信用卡中心、小企業信貸中心的 2012年度工資總額。 · Improving the total remuneration distribution plan for domestic branches; · Developing the total remuneration distribution and the plan for the use of the remaining balance for 2012; · Improving the plan for the management of the total remuneration for Hong Kong Branch; · Approving total lines for the remuneration for the Credit Card Center and Small Enterprise Credit Center for 2012.完善薪酬福利管理 Improved remuneration and benefit management ·制定《
招商銀行員工薪酬管理辦法》，擬定總行員工薪酬體系改革具體實施方案； ·制定 2012年度分行班子成員薪酬方案； ·制定風險經理專業序列薪酬指導意見，規範風險經理專業序列薪酬管理； ·修訂《
招商銀行員工請休假管理辦法》，根據國家政策變化，調整、規範員工假期管理； ·加強員工福利宣導，在總行組織 7場宣講會。 · Formulating the Measures for Management of the Remuneration for CMB Employees and the detailed implementation plan for the reform of the employee remuneration system for the headquarters; · Developing the remuneration plan for management members of CMB branches for 2012; · Formulating the guiding opinions for the remuneration distribution for the risk managers and standardizing the remuneration management of risk mangers; · Reviewing and revising the Measures for the Leave Management of CMB Employees with reference to the changes in the national policies, to adjust and standardize the employee leave management; · Enhancing the publicity of employee welfare benefits through seven publicity conferences at the headquarters.規範人員費用管理 Standardizing personnel cost management ·制定 2012年退休金商業保險分配方案，推進研究員工持股計劃，規範總行派駐異地工作人員補貼待遇，加強年金投資管理等。 · Formulating the Pension and Commercial Insurance Cost Contribution Plan for 2012, promoting the research on the employee shareholding plan, standardizing the subsidies for employees of the headquarters appointed to posts elsewhere and enhancing the annuity investment management.健全職業發展通道 Improving Career Development Channels2012年，本行著力推進員工職業生涯「專業序列發展In 2012, we painstakingly promoted the dual-channel +行政晉升」雙通道發展體系建設。目前，已建立了員(professional development and administrative promotion) 工職務職級並行的職業發展雙通道，選拔重用優秀年輕professional development system for employee career development. So far, we have had in place a dual-channel 人才。 (post and professional title) career development system to select and promote excellent young talents. 下發《
招商銀行員工雙通道職業發展管理規定》和《
招商銀行總行通用序列管理辦法》。 The Head Office formulated and issued the Requirements on the Management of Dual-channel Career Development of CMB Employees and the Measures for the Management of the General Professional Title Series.制度先行System Formulation在總行試點實施雙通道發展體系，共評聘 200餘名室主管和 360餘名通用序列人員；在全行組織私人銀行、資金交易、零售銀行等 8個專業序列評審，評聘專業序列人員逾千人。 The dual-channel career development system was first implemented at the Head Office, with over 200 office directors and 360 professionals rated and employed accordingly. The system was later implemented for the evaluation and employment of professionals in 8 sectors, including the private banking services, fund transaction department and the retail banking services, with over 1,000 professionals granted titles and employed accordingly. 總行先試Trial Implementation at the Head Office研究制定在分行推廣實施雙通道職業發展體系的初步方案。 Preliminary plans are being formulated for the implementation of the dual-channel career development system at the level of branch. 分行落地Implementation at the Level of Branch 2012年招銀先鋒訓練營CMB Pioneer Training Camp for 20122012年本行組織開展年度管理培訓生入行教育，協調和跟進兩屆管培生在 4家分行的輪崗實習進度，評選管培生優秀調研課題成果並組織向行領導匯報，提升總行管理培訓生培養效果。 We organized annual induction training for management trainees for 2012, coordinated and followed up the rotation training of the management trainees recruited in the last two years in four branches, selected the best research subjects and the results done by the management trainees and reported to the management of their research work, with the view of promoting the training effects of the management trainees. 管理培訓生案例Case Management Trainees 102 102 以人為本謀發展 點點滴滴造就非凡SEEKING PEOPLE-ORIENTED DEVELOPMENT AND ACHIEVING EXCELLENCE BY MAKING PRACTICAL EFFORTS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 103seeKiNg peopLe-oRieNted deveLopmeNt aNd aChieviNg exCeLLeNCe By maKiNg pRaCtiCaL effoRts 以人為本謀發展 點點滴滴造就非凡提升能力實現自我eNhaNCiNg CompeteNCy foR seLf ReaLizatioN招行員工除了工作外，是否有更多的渠道提升員工的素質和能力，為員工未來的發展奠定基礎？
招商銀行歷來重視員工素質和能力的提升，通過培訓、技能競賽等多種渠道，促進員工價值與企業價值的共同實現。Were there any channels other than work for CMB employees to promote their competency and abilities to lay a foundation for their future development? CMB has always attached great importance to the promotion of the employee competency and ability enhancement and arranged various training and skill competitions to the realization of both the employee values and enterprise values. 打造招銀品牌培訓 Building Branded Training System of CMB2012年，本行以「轉型 」為主線，在「基於能力、In 2012, following the main management line of transformation and the 聯結績效、關注發展 」的學習發展觀指導下，研究competency-based, performance-connected and development-focused concept of learning development, we researched and formulated the 制定第二個教育培訓中期發展規劃，完善人才培medium-term development plan for the second education and training 訓培養體系，探索培訓效能化管理，加速建設遠center, improved the talent training system, explored the training 程培訓體系和知識資源體系，推進培訓專業隊伍performance management, accelerated the construction of the remote 建設，提升招銀教育品牌內涵，深入探索博士後training system and the knowledge resources system, facilitated the building of the professional team, promoted the content of branded 培養模式，穩步推進上海分部建設，力求實現教CMB training, explored the post-doctoral training mode, and steadily 育培訓的職能專業化、管理集約化、業務體系化。 pushed forward the construction of Shanghai Branch, with the view of professional training, collective management and systematic business operation.2012年打造招銀品牌培訓的最新進展 Latest improvements in building the branded training system of CMB in 2012內容 Content最新進展 Latest Improvements編制規劃 Plan Preparation ·編制了《 2013-2017招銀教育培訓工作中期發展規劃》 ·確立了建設金融專業人才培養體系等四大戰略目標、戰略重點和戰略舉措 · Formulating the Mid-term Development Plan for Education and Training Work of CMB for 2013-2017 · Establishing four strategic goals, strategic focuses and strategic measures for the construction of financial professional talent training system and other tasks完善體系 Improving the System ·完善領導力學習發展體系，啟動條線專業人才發展體系建設 ·引進先進的學習發展技術，加強對績效改進技術、學習路徑圖等前沿理論的探索研究 · Improving leadership learning and developing system and starting the development of professional talent development systems for various departments and sectors · Introducing advanced learning technology, strengthening the exploration of performance improvement technology, learning path map theory and other edge-cutting theories優化管理 Optimizing Management ·確立「四維度 」（效能、質量、參與度和專業度）和「六指標 」的培訓效能管理體系 ·創新培訓管理手段，開展員工培訓滿意度調查；優化培訓管理流程，建立培訓資料庫 · Establishing the training performance management system featuring four dimensions (performance, quality, participation and professionalism) and six indexes · Innovating on the training management tools, conducting employee training satisfaction surveys, optimizing training management processes and establishing the training database培育師資 Trainer Training ·完善師資隊伍培養、激勵機制，開展「管理啟航 」等課程認證和學習測評，認證培養 40多名品牌課程講師和測評師 · Improving the trainer training and incentive mechanism, implementing certification of 「Starting Point for Management」 and learning evaluation, training and certifying over 40 branded trainers and valuators打造品牌 Building Brand Image ·提升教育品牌的社會價值 ·完善培訓項目品牌內涵，打造支行行長的「領航計劃 」主品牌 · Increasing social value of our education brand · Enriching the content of the training brand and building the Leadership Program for presidents of sub-branches as a major brand 104 105以人為本謀發展 點點滴滴造就非凡SEEKING PEOPLE-ORIENTED DEVELOPMENT AND ACHIEVING EXCELLENCE BY MAKING PRACTICAL EFFORTS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 2012年知識管理的最新進展 Latest improvements in the knowledge management in 20122012年共舉辦領導力發展項目 22期，其中領航計劃 6期、金鷹計劃 8期、管理啟航 8期。全行約 900餘名管理者參與了培訓，培訓總量達 7,976人天，創近年新高。這些培訓項目運用「混合式」學習方法和精細化項目管理，有效提升項目培訓效果，為人才隊伍的培養打下了堅實的基礎。 領導力發展項目案例Case The Leadership Development Programs from the whole bank participated in the above training sessions, totaling 7,976 person-days, the highest in recent years. These training programs, adopting mixed training methods and fine project management, effectively promoted the training results and lay a solid foundation for further development of the talents. In 2012, CMB held a total of 22 sessions/ courses, including 6 sessions of the Leadership Program, 8 sessions of the Golden Eagle Program, and 8 sessions of the Starting Point for Management Program. Over 900 managers 培訓情況表 Training Facts 2012 2011 2010全年培訓次數（期） Number of training sessions 5,978 6,476 6,765全年培訓參加人數（人次） Number/times of employees trained 525,768 395,035 444,882全年培訓時間（小時） Total number of training hours in the year 58,954 50,726 51,481人均培訓費用（萬元） Average training cost per employee (10 thousand yuan) 0.56 0.55 0.40重視員工知識管理 Focusing on Employee Knowledge Management本行大力推廣知識管理系統，構建業界領先的培We vigorously promoted our knowledge management system, built 訓信息化支持體系，加快知識傳遞和分享，促進an industry-leading IT supported training system, accelerated the 隱性知識顯性化，培育學習型組織。2012年，knowledge transfer and sharing and facilitated the externalization of the knowledge and nurtured CMB as a learning organization. In 共開發教材 31門，開發 64門電子課件，基本2012, we developed 31 textbooks and 64 electronic courseware, 覆蓋主要核心業務條線，實現了知識梳理和沉澱， covering virtually all the core business lines, sorted and abstracted 滿足了員工的學習需求。 the core parts of the relevant knowledge and meeting the learning needs of the trainees. 內容 Content最新進展 Latest Improvements利用信息技術 Employment of Information Technology ·加快知識管理系統的推廣和運用 ·規劃開發先進的學習管理系統 ·強化模擬銀行系統功能和運用 · Accelerating the promotion and application of the knowledge management system · Planning the development of advanced learning management systems · Enhancing the functions and application of the simulated bank system加大教材開發 Increase the training material development efforts ·開發、編寫標準化培訓教材 ·開發電子課件 · Developing standard training materials · Developing electronic training courseware 本行通過與遠程銀行 「95555知識在線」系統整合，全行服務條線試點開展「服務知識達人秀」活動，確保系統成功落地運行。截至 2012年底，全行系統知識文檔已達 3,000多篇，平均每月訪問量達 1.2萬人次。 We launched a trial activity 「Service Knowledge Talent Show」 in all lines of the service sectors of CMB with the view of integrating our traditional operations with 95555 Knowledge Online Features of the Remote Banking Service System and ensuring the successful implementation of the system. As of the end of 2012, we had accumulated more than 3,000 articles on relevant knowledge of the system, with 12,000 visits a month. 「服務知識達人秀」活動案例Case Service Knowledge Talent Show提升員工業務素質 Strengthening Employees』 Professional Competency提升員工業務素質是實現二次轉型的重要保障。2012年，本行組織舉辦全行人力資源管理條線培訓班、「兩小」業務人力資源支持政策思路研討班等培訓，和適應不同業務種類、不同崗位特點的技能比賽活動，促進員工綜合能力及業務素質的提升。 2012年，為提升員工素質，本行組織開展了系列「創建學習型組織，爭做知識型職工」、業務技能練兵競賽活動，營造了比、學、趕、幫、超的良好氛圍。 In 2012, to further enhance the competency of our employees, we organized a series of professional skill training sessions and contests under the theme of 「Creating learning organizations and being knowledge-equipped employees」, creating a healthy environment for learning, mutual assistance and competition. 技能比賽活動案例Case Skill Contests
招商銀行總行工會舉辦全行第十屆業務技術比賽Labor Union of the CMB headquarters organized the 10th business skill contests for the whole bank Enhancement of the professional competency of the employees is an important guarantee for the second transformation of CMB. In 2012, we organized a variety of training activities, including the linebased HR management training class and a workshop on the policy and strategy for the HR support for small and micro enterprises, and various skill contests tailored for different business operations and posts, with the view of promoting the comprehensive competency and operational skills of the employees.106 106 107以人為本謀發展 點點滴滴造就非凡SEEKING PEOPLE-ORIENTED DEVELOPMENT AND ACHIEVING EXCELLENCE BY MAKING PRACTICAL EFFORTS CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 IVseeKiNg peopLe-oRieNted deveLopmeNt aNd aChieviNg exCeLLeNCe By maKiNg pRaCtiCaL effoRts 以人為本謀發展 點點滴滴造就非凡本行組織企業文化節與各種評選表彰，弘揚核心We organized the Corporate Culture Day and various recognition 價值觀，通過啟動員工 PCA項目、關愛女性員activities, promoted the core values of CMB, and increase our 工和困難員工、開展文體活動等措施加強員工關employee care by means of launching employee PCA programs, providing support for female employees and employees with life 愛，營造進取和諧的氛圍與文化。 difficulties, with the view of creating an enterprising and harmonious atmosphere and culture. 愛在招行分享幸福 Love fRom CmB aNd happiNess shaRiNg
招商銀行的青年員工、女性員工和困難員工，能否得到相應的關愛？
招商銀行本著「尊重、關愛、分享」的人本理念，廣泛開展員工保健、女員工關愛、向特殊員工送溫暖等活動，營造樂觀積極的企業文化氛圍。Did young employees, female employees and employees with life difficulties receive deserved care from CMB? Following our people-oriented notion of 「respect, care and share」, we launched a variety of programs in terms of employee health, female employee care and welfare for special 1 1.
招商銀行25周年行慶晚會 4.2012年
招商銀行總行機關迎春晚會 2.8佛山分行為員工快遞「幸福家書」 An evening party for the 25th anniversary of Spring Festival Evening at the CMB Foshan Branch delivered 「happy employees, with the view of creating optimistic and positive corporate culture atmosphere. 3 the CMB headquarters for 2012 letters home」 for employees 2.
招商銀行總行機關舉辦三八節女員工聯誼會 5.紐約分行員工夏日郊遊 9.哈爾濱分行童畫向陽花 Women’s Day Party was held by the headquarters of CMB for female employees A summer outing for employees of New York Branch Children of employees of Harbin Branch painting sunflowers 3.
招商銀行總行工會舉辦「健康生命，魅力人生 」保健知識視頻講座 Labor Union of the CMB headquarters offered a video lecture on healthcare under the theme 6.廈門分行員工拓展活動 A pioneering activity for employees of Xiamen Branch 10.合肥分行員工子女關愛 Hefei Branch took care of children of employees of 「Healthy and Charming Life」 7.大連分行關愛小葵花 Dalian Branch took care of children of employees 4 5 6 7 8 9 10 V pLayiNg the stRoNgest haRmoNy voiCe, CaRiNg the LiveLihood aNd CReatiNg WeLfaRe奏響和諧最強音心繫民生創造福祉 110 110 奏響和諧最強音 心繫民生創造福祉 PLAYING THE STRONGEST HARMONY VOICE, CARING THE LIVELIHOOD AND CREATING WELFARECHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 111企業發展成果人人共享，是企業實現長遠發展的必由之路。
招商銀行始終秉持可持續發展理念，堅持依法合規誠信經營、持續定點幫扶武定永仁、不斷加強與利益相關方的互利合作，積極參與社會公益，努力實現企業與社會的和諧發展。 Sharing the benefits from the development of a company with the public is the premise for long-term development of the company. CMB continues to adhere to the concept of sustainable development all the time, conduct lawful business and provide assistance for Wuding and Yongren Counties, strengthen cooperation with relevant stakeholders, participates in social welfare actively and takes efforts to realize the harmonious development of the company and society. 慈善作為一種社會責任，貴在見諸行動。通過自身行為，引導更多的人、更多的社會資源參與慈善活動，匯入獻愛心的洪流之中，以自己的點滴行動，昭示和弘揚「人人皆可慈善」的理念。 As a social responsibility, an enterprise should contribute to the charity, attract more people and social resources to charity and help others and demonstrate and advocate the concept of "all people can be benevolent" through our actions. 中共中央政治局常委、國務院總理 李克強 Mr. Li Keqiang, member of the Standing Committee of the Political Bureau of the CPC Central Committee and Premier of State Council 112 112 奏響和諧最強音 心繫民生創造福祉PLAYING THE STRONGEST HARMONY VOICE, CARING THE LIVELIHOOD AND CREATING WELFARE CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 113pLayiNg the stRoNgest haRmoNy voiCe, CaRiNg the LiveLihood aNd CReatiNg WeLfaRe奏響和諧最強音 心繫民生創造福祉定點幫扶武定永仁assistaNCe of WudiNg aNd yoNgReN CouNties 武定、永仁兩縣一直是
招商銀行的定點扶貧縣，2012年招行是否還在繼續幫扶這兩縣，有哪些新的舉措？ 2012年是
招商銀行定點幫扶雲南永仁、武定兩縣的第十四年，本行繼續秉承「教育扶貧是基礎、產業扶貧是關鍵、文明脫貧是最終目標」的扶貧理念，繼續加大幫扶力度，推動城鄉交流，增強兩縣可持續發展能力。2012年，招行在兩縣捐贈扶貧金額 886.3萬元，發放小額循環扶貧貸款 400萬元。Wuding and Yongren are two counties for which CMB has been providing poverty-relieving assistance. Did CMB continue the assistance and, if yes, through what new measures? 2012 was the 14th year for CMB to provide assistance to the two counties. Adhering to the poverty-relieving notion of "education assistance as the basis, industry assistance as the key while civilization assistance as the final objective", CMB continued to increase the poverty-relieving assistance, promoting urban and rural communication and strengthening the sustainable development ability of the two counties. In 2012, CBM provided a total poverty-alleviating fund of 8.863 million yuan and a total small cycling poverty-alleviating loan of 4 million yuan for the two counties. 2012年，
招商銀行堅持「扶貧攻堅，鍥而不捨，武定、永仁不脫貧，
招商銀行不脫鉤」的定點幫扶精神，捐資捐物，派出幹部定點幫扶，從總行到各地分行，用實際行動來支持當地的發展。招商銀行除了堅持以各種實際行動幫扶之外，還積極加強與當地的交流互動，開展相關的合作。 In 2012, Adhering to the fixed assistance spirit of "Helping the poor with perseverance, and never giving up before the two counties are rid of poverty」, CMB donated money and goods and dispatched cadres to support the local development by practical action from the headquarters to all branches. Besides practical assistance, CMB also strengthened the interchange and cooperation with local people and agencies. 深圳分行自 2007年開始推出以「關愛城市富裕家庭子女教育，關注貧困地區孩子成長」為主線的「山路——體驗雲南·傳承責任」深度體驗活動，帶領 8-15歲的客戶子女深入
招商銀行定點扶貧縣雲南永仁、武定的山區，與當地孩子「同吃、同住、同勞動」，通過讓孩子影響孩子，促進兩地孩子交流，為他們帶來一次不尋常的人生體驗。 Shenzhen Branch launched the in-depth experience activity of "Mountain Road -Experiencing life of Yunnan and understanding our responsibilities" under the theme of 「Caring for children both in rich urban families and in poor rural areas」. A trip and homestay program 文化交流案例Case Cultural Communication感言Reections「我們家孩子體驗回來後，現在會主動要求為我和他爸爸做飯，幫我們做家務。」一位帶孩子參與活動的家長表示，與夥伴共同承擔責任並為之努力的經歷，影響著她的孩子，這令她感到驚喜和感動。「Now, after the experience, our child often volunteers to prepare dinner for his father and me and help us with the housework.」 a parent participating in the program said. According to her, the experience of the child sharing and fulfilling responsibilities had great influence over her child, which surprised and touched her. was launched for our customers and their children aged between 8 and 15. They went to eat, live and work along with children in Yongren and Wuding in Yunnan Province. The program was intended to enhance the communication between the two groups of children and provide our customers』 children with a valuable experience. 114 114 奏響和諧最強音 心繫民生創造福祉PLAYING THE STRONGEST HARMONY VOICE, CARING THE LIVELIHOOD AND CREATING WELFARE CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 1152011年 6月，
招商銀行與中國兒童少年基金會共同發起成立了「金葵花 」彝族少兒合唱團，致力保護彝族音樂藝術文化，使中華文化得到更好的延續傳承。該公益計劃項目開展以來，招行及所有活動工作人員舉辦了啟動儀式暨夏令營活動，開展了三期的支教文化探訪活動。公益計劃為當地學校購置了先進的音樂教學硬體設備，建造了多媒體音樂教室，極大豐富了當地學校音樂教學的方式，讓孩子通過網絡資源了解到更多外界的音樂文化知識，開闊了視野。同時，探訪活動中也為志願者提供了民族文化交流與分享的平臺，體會了彝族家庭的風俗及文化，具有深遠的影響。 In June, 2011, CMB and China Charities Aid Foundation for Children founded Golden Sunflower Yi Children’s Choir, with the view of reserving Yi Music and Arts and contributing to the continuation of Chinese Culture. CMB set up "Golden Sunflower" Children's Chior of Yi Nationality with China Children and Teenagers Foundation in June 2011, with the view of preserving musical art of Yi Nationality and contribute to the continuation of the Chinese culture. Since the implementation of this program, CMB and all people involved held a launching 「金葵花」彝族少兒合唱團音樂教育公益計劃項目案例Case Golden Sunflower Educational Public Welfare Program for Yi Children’s Choir ceremony and a summer camp, followed by three educational and exploring activities. Advanced music teaching equipment were purchased and multimedia music classrooms were established for local schools, significantly enriching the music teaching of local schools and allowing local children to learn more about music from the external world and broadening their vision. The program also provided an opportunity of far-reaching influence for volunteers to communicate and share minority culture and experience the customs and life of Yi nationality. At the same time, the investigation activity offered the volunteers a platform of ethnic culture communication and sharing for the volunteers, which had impacted them significantly. VpLayiNg the stRoNgest haRmoNy voiCe, CaRiNg the LiveLihood aNd CReatiNg WeLfaRe奏響和諧最強音 心繫民生創造福祉人人公益傳遞關懷deLiveRiNg CaRe thRough totaL puBLiC WeLfaRe iNvoLvemeNt
招商銀行的公益活動一直做得有聲有色，2012年，除了與壹基金合作外，還有沒有其他的一些公益活動？ 2012年，本行積極踐行公益，鼓勵員工參與志願服務。從傳統慈善捐資到公益渠道創新，本行不斷開拓公益視野，積極推動社會創新，助力公益事業發展，推動和諧社會建設，體現了招行人的社會擔當，更體現了招行的企業公民精神。CMB has been engaging itself in public welfare activities. Did CMB participate in other public welfare activities besides those launched in cooperation with One Foundation in 2012? In 2012, CMB actively participated in public welfare programs and encouraged the employees to participate in voluntary services. From traditional charity donation to public welfare channel innovation, CMB has been actively and continuously expanding its public welfare horizon, promoting social innovation, boosting public welfare development and enhancing the construction of a harmonious society, which reflected CMB members』 strong sense of social responsibility and its spirit as a corporate citizen. 116 116 奏響和諧最強音 心繫民生創造福祉PLAYING THE STRONGEST HARMONY VOICE, CARING THE LIVELIHOOD AND CREATING WELFARECHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 117本行結合自身優勢和專長，開發壹基金公益基金託管項目，對我國公益慈善基金託管有益實踐探索。引入作為承載信託關係下的銀行託管機制，幫助構建各與方職責明確、信息公開透明、運作專業高效的公益慈善體系，增強公益慈善的社會公信力和持續發展的成長內生動力，為推進並最終建立我國公益慈善基金管理制度化頂層設計提供了實踐樣本。
招商銀行以先進的 6S託管優勢參與公益基金的運作環節，以透明化、專業化、科學化三管齊下的託管業務模式為我國公益事業在資金監管、信息披露等方面開闢了新的渠道。同時為我行「6S託管銀行」品牌注入社會責任元素，賦予這一國內託管業界唯一的品牌更為深厚的社會擔當底蘊。 2012年 1月 11日，
招商銀行作為首家公益慈善基金的獨立第三方託管人，與深圳壹基金公益基金會在
招商銀行大廈籤署了公益資金託管協議。 On January 11, 2011, as the first independent third party custodian for public welfare charity fund, CMB signed a public welfare fund custodian agreement with Shenzhen One Foundation at CMB Building. Drawing on its strengths and advantages, CMB developed a custody program for fund of One Foundation under its custody and made valuable research on the practices for charity fund custody. We introduced a custody mechanism with reference to the custodian relationship between such fund and CMB, helped to establish a public welfare charity system with clear division of rights and responsibilities of all parties, open and transparent information management and highly efficient professional operation, and enhanced the social credibility of public welfare charity and endogenous power for sustainable development, providing an example for the establishment of a top-level design of the public welfare fund management system of China. CMB developed new channels for the public welfare cause of China in terms of fund supervision, information disclosure and other related aspects by engaging the advanced 6S Custody in the operations of public welfare fund, featuring transparency, professionalization as well as scientification. We also instilled social responsibility in the 「6S Custodian Bank」 brand of CMB, enhancing the social responsibility embodied in the unique brand in the domestic custody sector. 2012年 7月 12日，
招商銀行深圳分行作為壹基金的唯一資金託管行，全面協助壹基金參與首屆中國公益慈善項目交流展示會。現場特設「愛心一卡通 」辦理專櫃，在展廳現場提供壹基金愛心卡開卡業務，為壹基金提供硬幣兌換，支持壹基金「捐贈 1元硬幣，點亮笑臉 」活動等，全面配合壹基金舉行的各項慈善活動，希望通過呼籲更多的公民參與到慈善活動中來，讓愛走得更遠。 On July 12, 2012, as the only fund custodian bank of One Foundation, Shenzhen Branch assisted One Foundation to participate in the First China Public Welfare Charity Program Fair. A special window was set up to issue 「Love-in-One」 cards for those participating in One 人人參與公益，愛心點亮笑臉案例Case Total Involvement in Public Welfare Lighting up Smiling Faces Foundation and provided coin exchange services in support of the One Foundation Program under the theme of "Donating One-yuan Coin to Light up Smiling Faces」. Those were part of the activities of CMB to support various charity activities sponsored by One Foundation, with the hope of encouraging more citizens to participate in charity programs and spread love to more people. 118 118 奏響和諧最強音 心繫民生創造福祉PLAYING THE STRONGEST HARMONY VOICE, CARING THE LIVELIHOOD AND CREATING WELFARE CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 119VpLayiNg the stRoNgest haRmoNy voiCe, CaRiNg the LiveLihood aNd CReatiNg WeLfaRe奏響和諧最強音 心繫民生創造福祉招行攜手各界共贏CmB gaiNiNg WiN-WiN aChievemeNts With aLL staKehoLdeRs
招商銀行有很多的利益相關方，除了客戶、股東、員工、政府外，招行與同業、企業等利益相關方的合作怎麼樣，2012年是否有新的舉措？ 2012年，招行積極推動異業合作，與
中國聯通、
東方航空建立異業聯盟夥伴關係，與同業等也建立了密切的合作關係，共同為行業的發展做出了重要貢獻。Besides customers, shareholders, employees and the government, how did the cooperation between CMB and other stakeholders, namely peer banks and enterprises go? Did CMB have any new initiatives in 2012? In 2012, CMB actively promoted cooperation with different industries and established partnership with China Unicom and China Eastern Airlines, among others. We also developed a close cooperative relationship with peer banks, making significant contribution to the development of the whole industry. 政企合作 Cooperation between CMB and Government Agencies
招商銀行努力搭建政府合作平臺，與發改委、上CMB took efforts to establish a government cooperation platform by cooperating with the Development and Reform Commission, the 市辦、金融辦、經信委、科委等相關政府部門開Listing Office, the Financial Office, the Economic and Information 展合作，參與相關制度的建設，攜手政府部門為Technology Commission and Science and Technology Commission 當地的經濟社會發展做出貢獻。 and other relevant government departments. CMB participated in the construction of relevant institutions and made due share of contribution to local economic and social development through joint efforts with the government.2012年，
招商銀行拜訪天津市發改委、濱海新區功能區管委會及天津新金融投資服務中心有限公司，了解股權投資企業監管思路和最新監管動態，召開「2012年 PE/VC管理與託管研討會 」，與天津發改委及多家私募基金公司就私募基金髮展進行探討。 In 2012, leaders of CMB visited the Development and Reform Commission, the Functional Zone Management Committee of Binhai New District and the New Financial Investment Service Center Co., Ltd. in Tianjin. During the visit, CMB learned about the general strategy for the supervision of equity investment enterprises and the latest tendency of the supervision. At the 2012 Workshop on PE/VC Management & Custody, leaders of CMB and representatives from the Development and Reform Commission of Tianjin and several private-offered fund companies researched on the development of private funds.
招商銀行參與2012年PE/VC管理與託管研討會案例Case CMB Participating in 2012 Workshop on PE/VC Management & Custody銀銀合作 Cooperation with Other Banks
招商銀行加大同業合作，參與相關制度建設，參與推動行業規範，為行業的發展做出了重要貢獻。力拓客群，開展數據挖掘，及時發現客戶需求，提升同業客群的價值貢獻度，實現資源互換和優勢互補，提高合作效益，為客戶提供更優質的金融服務。2012年，本行相繼開發了委託債權投資、信託受益權買入返售、同業資產受讓、代償同業等一系列創新業務，進一步拓寬了資產經營渠道。 2012年，本行新建代理行54家。截至2012年底，我行已在 104個國家和地區建立了 1,751家代理行關係，有力支援了我行國際業務的拓展。 CMB enhanced its cooperation with other banks, participated in the construction of relevant institutions and the promotion of industrial standards, making remarkable contribution to the development of the industry. Meanwhile, CMB sought to expand the clientele, implement data mining, timely identify customer needs, upgrade the value contribution ratio of clientele from within the industry, realize resource exchanges and advantage complementation, improve cooperation efficiency and provide better financial services for customers. In 2012, CMB consecutively developed trust credit investment, beneficial trust right repurchasing and reselling, transferring of assets between peer banks, payment for peer banks, among other innovative services, further expanding channels for asset management. In 2012, CMB established 54 new agent banks. As of the end of 2012, CMB have established relationship with 1,751 agent banks in 104 countries and regions, substantially supporting the expansion of international business of CMB.120 120 奏響和諧最強音 心繫民生創造福祉PLAYING THE STRONGEST HARMONY VOICE, CARING THE LIVELIHOOD AND CREATING WELFARE CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 121銀企合作
招商銀行作為託管專業委員會主任單位，直接推動與參與託管行業規範，與 7家託管銀行共同起草並修訂由管理人與託管銀行籤署的《託管銀行證券資金結算協議》，組織完成首個託管行業發展報告的編寫、發布與宣傳，組織編寫《商業銀行託管業務管理辦法》向託管委員會常委擴大會議進行匯報， 5次對《辦法》進行反覆修訂。 As an institutional director of the Custody Management Committee, CMB was directly involved in the promotion of the Code of Practices for the Custody Industry. Through joint efforts with other seven custodian banks, we drafted and revised the Security Assets Settlement Agreement for Custodian Banks to be signed by the asset manager and the custodian bank, organized the compiling, publishing and promotion of the first report on the development of the custodian industry, organized the compilation of the Custodian Business Management Measures for Commercial Banks and reported to the outreach session of the standing committee of the Custodian Committee and revised the Measures for five times. 參與推動託管行業規範案例Case Promoting Code of Practices for the Custody Industry VCooperation between CMB and Enterprises2012年，招行積極推動異業合作，與相關企業開In 2012, CMB actively promoted the horizontal alliance cooperation 展更加深層次和緊密的合作，致力實現銀行與企with different industries and implemented further cooperation with relevant enterprises, seeking to realize the mutual development of 業的共同發展。 CMB and related enterprises. 2012年，
招商銀行與
中國聯通及
東方航空籤署了異業聯盟合作協議，將依託最新科技實現銀行、通訊和航空三大服務平臺對接的全新合作模式，具有強大的協同和互補效應。結合各方核心優勢，整合龐大的客戶群、豐富的產品線以及廣泛的營銷和服務渠道，打通不同產業間的壁壘，在高端客戶聯動拓展、產品和服務創新、物理網點和電子渠道共享、增值服務延伸、數據挖掘與分析等方面實現優勢互補與深入合作，形成一個可自主成長的生態共同體，向客戶提供一站式的銀行、通訊、航空服務。此模式將極大地改善客戶體驗，甚至改變人們的生活方式，為「客戶、社會、企業」創造更大的價值。 In 2012, CMB signed Horizontal Alliance Cooperation Agreements with China Unicom and China Eastern Airlines, with the view of building a brand-new cooperative mode connecting the banking, telecommunication and aviation service platforms to maximize the coordinating and supplementary effects by drawing on the latest technological developments. By giving full play to the core advantages of the participating parties, this mode will help to integrate the huge clienteles of individual parties, abundant product lines and extensive marketing and service channels, break down the barriers between different industries, realize advantage complementation and deep cooperation in terms of connected development of high-end customers, product and service innovation, sharing of physical outlets and electrical channels, extension of value-added service and data mining and analysis. This mode will help to develop a constantly growing ecological community and provide one-stop banking, telecommunication and aviation services. This mode will significantly improve customer experience, greatly change people’s life style and create more value for customers, society and enterprises.
招商銀行與
中國聯通、
東方航空建立異業聯盟夥伴關係案例Case CMB Established Horizontal Alliance Partnership with China Unicom and China Eastern Airlines pLayiNg the stRoNgest haRmoNy voiCe, CaRiNg the LiveLihood aNd CReatiNg WeLfaRe奏響和諧最強音 心繫民生創造福祉依法合規誠信經營hoNest aNd CompLiaNt BusiNess opeRatioNs企業不但要能夠為客戶提供優質的服務，還應該加強自身的內部管理，
招商銀行2012年是否有新的舉措來保證公開透明運營？ 2012年，
招商銀行高度重視依法合規誠信經營、持續推進反腐倡廉工作，不斷加強內控合規管理，加快推進開展反洗錢工作，認真開展廉潔自律教育，最大限度地保障企業的公開透明運營，維護企業的健康穩定發展。An enterprise should not only provide high-quality services for its customers but also strengthen its internal management. Did CMB take any new measures in 2012 to ensure open and transparent business operations? In 2012, CMB attached great importance to honest and compliant business operations, continued to promote the anti-corruption work, constantly enhanced internal compliance management, accelerated implementing anti-money laundering measures and carried out self-discipline education with the view of maximizing the open and transparent operations of CMB and safeguarding the healthy and stable development of CMB. 122 122 奏響和諧最強音 心繫民生創造福祉PLAYING THE STRONGEST HARMONY VOICE, CARING THE LIVELIHOOD AND CREATING WELFARE CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 123完善內控合規管理 Optimizing Internal Compliance Management 本行積極推動內控機制建設，強化內控綜合管理，CMB promoted the development of its internal control mechanism, 細化監察事項考核指標，加強內控評價與非現場審計，推進自查自糾的良性自行查核工作機制，保障依法合規運營。2012年，
招商銀行按照國家五部委《企業內部控制評價指引》的要求編制《
招商銀行股份有限公司內部控制評價辦法》，規範了內部控制評價工作的流程，並完成全行內部控制評價相關工作，對外披露我行內部控制評價報告，並對內部控制評價中發現的內控缺陷進行整改。本行不斷提升合規風險管理技術，加強合規風險識別評估與監測，妥善應對監管突發事項，積極開展不規範經營專項整治工作，努力提升公司的風險合規管理水平。 加強反洗錢風險防控 strengthened the comprehensive internal control management, defined in detail the evaluation indicators for supervision, enhanced internal control evaluation and off-site auditing and promoted a healthy self-checking working mechanism with the view of ensuring the honest and compliant operation of CMB. In 2012, in accordance with the requirement of the Guideline for Enterprises Internal Controlling Evaluation issued by five ministries of the central government, CMB compiled the Internal Control and Evaluation Measures for CMB Co., Ltd. We also standardized the internal controlling evaluation process, completed the internal controlling evaluation of the whole bank, externally published a report on the internal control and evaluation of CMB, and rectified defects discovered in the internal control mechanism. We sought to improve constantly the compliance risk management techniques, strengthened compliance risk identification, evaluation and monitoring, properly responded to supervision emergencies, actively rectified irregular business behaviors, with the view of enhancing the compliance risk management level.Strengthening Anti-Money Laundering Risk Prevention and Control本行積極落實以法人為主體和風險為本的監管理念，推進新一代反洗錢系統頂層設計，加快反洗錢系統整合，創新反洗錢監測模式。本行積極修訂或新增反洗錢制度和工作指引，完善反洗錢制度，修訂《
招商銀行反洗錢規定》，完成《總行反洗錢系統框架結構》、《反洗錢可疑交易監測分析系統》、《
招商銀行國際業務反洗錢工作指引》和《客戶洗錢風險評級系統》需求編寫。加強可疑交易集中監測分析，據實調整反洗錢客戶風險等級，排查客戶 1.3萬戶，上報可疑交易 169萬份。 CMB actively materialized the people-centered and risk-oriented supervision notion, promoted the top layer design of the new antimoney laundering system, accelerated the integration of antimoney laundering systems and innovated the anti-money laundering monitoring mode. CMB amended the existing anti-money laundering system and working guidance, optimized the anti-money laundering system, revised the Regulations of CMB on Anti-money Laundering, complied the Framework of the Head Office for Anti-money Laundering System, the Anti-money Laundering Suspicious Trading Monitoring & Analysis System, the Anti-money Laundering Working Guidance for Internal Business in CMB and Customers Money Laundering Risk Grading System. We also strengthened the collective monitoring and analysis of suspicious transactions and adjusted anti-money laundering customer risk grade in a truthful manner. In 2012, we investigated 13,000 customers and reported 1.69 million suspicious transactions.推進反腐倡廉工作 Promoting Anti-corruption 以
招商銀行文化薰陶和影響員工，樹立廉潔自律的工作原則，是招行穩步發展的保障。
招商銀行運用多種形式開展廉潔從業和案防警示教育，強化法紀、案例警示教育，同時不斷健全紀檢監察組織，貫徹落實黨風廉政建設責任制，規範員工從業行為。本行重視加強案件防控信息的學習和交流，開展案例警示教育。2012年，全行組織警示教育活動 507次，共有 37,914人次參與；組織培訓及測試等活動 592次，共有 24,864人次參與；向員工發放學習資料 131次，共有 49,701人次參加學習。2012年 5月 1日開始，本行組織開展「增強自律意識，提升職業操守」主題教育活動。此次活動主要以非法集資、盜洩信息和商業賄賂等案例警示為載體，增強幹部員工自律意識，提升幹部員工職業操守。 The positive influence of CMB culture on the employee and the self-disciplinary work principle guarantee the robust development of CMB. In 2012, we enhanced law and discipline education by means of various lectures and case study while constantly improving the discipline inspection and supervision organization in order to implement the anti-corruption responsibility system and regulate the employee behaviors. CMB values the learning and exchange of information concerning corruption prevention and the case-based education. In 2012, we organized 507 case-based educational activities involving 37,914 employees and 592 training and testing sessions involving 24,864 employees. We distributed materials for 131 times, involving 49,701 employees in the the study. CMB launched an educational program under the theme of "Enhancing self-discipline awareness and improving professional ethics" on May 1, 2012, educating our employees by cases involving illegal fund raising, information leakage and commercial bribery, with the view of enhancing the self-discipline awareness and professional ethics of the management personnel and ordinary employees. 2012年 7月 12日，蘇州分行組織新入職大學生前往蘇州市廉政教育基地——吳江市看守所接受警示教育，聽取教育基地工作人員講解個人廉潔自律基本準則要求等，並結合金融工作的特點，重點剖析講解了幾起典型金融犯罪案例。 On July 12, 2012, Suzhou Branch organized the new employees to visit Wujiang Detention House, an anti-corruption education base of Suzhou City. The new employees listened to the lecture offered by the workers there on basic anti-corruption standards and requirements and, with reference to the characteristics of the financial operations, analyzed several typical financial criminal cases. 蘇州分行組織新入職員工參觀廉政教育基地案例Case Suzhou Branch Organized New Employees to Visit an Anti-corruption Education Base 124124展望 2013 LOOK AHEAD TO 2013CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 125LooK ahead to 2013 展望 2013 2013年是貫徹落實十八大精神的開局之年，是經濟金融形勢複雜多變的一年，也是
招商銀行推進二次轉型的關鍵之年。我們將搶抓機遇，迎接挑戰，切實貫徹因您而變、因勢而變的理念，堅定不移地堅持以客戶為中心、以市場為導向，深化管理變革，加快二次轉型，發奮努力，開拓創新，服務經濟社會可持續發展。 The year 2013 is the first year to implement the guidelines established in the 18th National Congress of the CPC, a year to expect complicated and changeable economic and financial situations and the critical year for CMB to proceed with the second transformation. We will seize opportunities and brave challenges, effectively implement our business notion of 「We are here just for you! We change with the world」, unswervingly adhere to customer-centered and market-oriented business philosophy, deepen the management reform, speed up the second transformation, exert ourselves in pioneering innovation and serve the national economic and social development.努力提升招行價值我們將繼續貫徹落實國家宏觀政策，促進產業結構調整，推進區域協調發展，加大對「兩小」企業的支持力度，不斷提升公司的價值創造能力，促進經濟健康平穩發展。持續提升服務水平我們將著力強化零售業務競爭優勢，努力提升批發業務競爭力，加快產品和服務創新，加強客戶關係管理，推進流程再造，不斷提升客戶服務質量和水平。引領綠色金融發展我們將持續完善綠色信貸政策，嚴控「兩高一剩」貸款，加快綠色產品創新，努力開展綠色低碳運營，開展綠色公益和節能環保宣傳，加快綠色銀行建設。加強員工隊伍建設我們將堅持以人為本的理念，維護員工基本權益，促進員工職業發展，繼續完善雙通道職業發展體系，提升員工能力，實施員工關愛，促進員工與企業的共同發展。積極創建社會和諧我們將堅持開展定點扶貧，持續開展合作共贏，熱心參與社會公益，持續關注兒童公益，開展「招商銀行關愛兒童志願者行動」，號召更多的員工、客戶參與到公益活動中，主動開展責任實踐，共創美麗和諧社會。 2013年，我們將以高度的責任感與使命感，認清形勢，轉變觀念，銳意創新，開拓進取，深化管理變革，加快二次轉型，以招銀精神譜寫招行在新的歷史時期可持續發展的新輝煌！ Continuing to enhance the value of CMB. We will continue to implement the national macroeconomic policies, promote the industrial structure adjustment, promote coordinated regional development, increase our efforts to support small enterprises and small financial institutions, constantly promote the value creating capacity of the Company and facilitate the healthy and steady development of the economy. Promoting service capacity. We will strengthen the competitive advantages of our retail business, strive to enhance the competitiveness of our wholesale business, accelerate product and service innovation, strengthen customer relationship management, continuously promote process reengineering and improve the quality and level of customer services. Guiding the development of green finance. We will continue to improve the green credit policy, strictly control loans for "two high and one excessive" enterprises, accelerate innovation on green products, seek green low-carbon operations, advocate green public welfare causes and energy efficiency and environment protection and speed up the construction of green banking services. Enhancing the competency of our employees. We will adhere to the people-oriented business philosophy, safeguard the basic employee rights and interests, promote employee career development, continue to improve the dualchannel career development system, enhance employee competency, care for our employees and promote the simultaneous development of employees and the enterprise. Actively contributing to social harmony. We will continue to perform our responsibility for targeted poverty alleviation, actively promote win-win cooperation, enthusiastically participate in social welfare programs, continuously care for the public welfare for children, launch a program under the theme of 「Voluntary Child Care Campaign of CMB」 to involve more employees and customers in public welfare programs, actively perform our social responsibilities and seek to contribute to a more beautiful and harmonious society.In 2013, with a strong sense of responsibility and mission, we will facilitate the second transformation by clearly understanding the situation, changing our business notions, innovating on our business and deepening the management reform, with the view of setting up new records of sustainable development in the history of CMB. 126126127第三方審驗 THIRD-PARTY CERTIFICATIONCHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 thiRd-paRty CeRtifiCatioN 第三方審驗 128128THIRD-PARTY CERTIFICATION CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 129130130THIRD-PARTY CERTIFICATION CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 131132 132 GRI索引 GRI INDEXES CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 133報告參數指標 公司治理指標 gRi Report Profile Indexes Corporate Governance Indexes序號 內容 披露位置 序號 內容 披露位置 iNdexes No. ContentInformation linksNo.ContentInformation links 3.6 報告界限 GRI索引 P054.5最高治理機構的成員、高級管理人員和主管人員（包括安排離職）的報酬與組織績效（包不適用Not ApplicableBoundary of the report 括社會和環境績效）間的聯繫 3.3.7 指出任何有關報告範圍及界限的限制 State any specific limitations on the scope or boundary of the report P05 8 Linkage between compensation for members of the highest governance body, senior managers, and executives (including departure arrangements), and the organization's performance (including 報告的基礎，對合資企業、擁有部分股權的P05 social and environmental performance).子公司、租賃設施、外包業務以及其他可能深遠影響不同期間和 /或跨機構比較的實4.6避免治理機構出現利益衝突的程序 P34-P35 體作出報告依據 Processes in place for the highest governance 戰略與分析指標 公司概況指標 Basis for reporting on joint ventures, subsidiaries, body to ensure conflicts of interest are avoided. leased facilities, outsourced operations, and other Strategy and Analysis IndexesOrganizational Profile Indexesentities that can significantly affect comparability 4.7如何決定最高治理機關成員應具備的資格不適用 from period to period and/or between organizations 及經驗及其他 Not Applicable 序號 內容 披露位置 序號 內容 披露位置 Process for determining the qualifications, No.ContentLocation of DisclosureNo.ContentInformation links3.9數據量度技巧及計算基準 P05 expertise, etc. of the members of the highest Data measurement techniques and the bases of governance body.calculations 4.8 內部形成使命、價值觀、行為準則與經濟、P38-P43 1.1 公司最高決策者就可持續發展與機構及其P8-P11 2.8公司的規模（包括僱員人數、淨銷售、總資P31/P95 3.10對以前報告中信息進行調整、更改的說明 不適用 環境和社會績效相關的原則及其實施情況 戰略關係的聲明 產中債務和淨資產的比例，提供的產品和服Explanation of the effect of any restatements of Not Applicable Internally developed statements of mission Statement from the most senior decision-maker 務數量） information provided in earlier reports, and the or values, codes of conduct, and principles of the organization about the relevance of Scale of reporting organization, including: - Number reasons for such restatement relevant to economic, environmental, and sustainability to the organization and its strategy of employees; - Net sales; - Total capitalizatisocial performance and the status of their broken down in terms of debt and equity ; and -(on ) 3.11報告在範圍、界限及評估方式上的重大變化 不適用 implementation. 1.2 主要影響、風險和機遇的描述 P28-P37 Quantity of products or services provided Significant changes from previous reporting Not Applicable Description of key impacts, risks, and periods in the scope, boundary, or measurement 4.9最高治理機構監督組織確認和管理經濟、P38-P43 opportunities 2.9在報告期間關於機構規模、結構等的重大P32 methods applied in the report環境和社會績效的程序 變化 Procedures of the highest governance body for Significant changes during the reporting period 3.12表列各類標準披露在報告中位置 P132-P137 overseeing the organization's identification and regarding its size, structure, or ownership Table identifying the location of the Standard management of economic, environmental, and including: Disclosures in the report social performance. 2.10報告期限內所獲獎項 P45 3.13尋求外部認證的政策及現行措施 P26-P31 4.10評估最高決策層自身業績的程序與方式 P34-P35 公司概況指標 Awards received in the reporting period seeking external assurance for the report Procedure and means to evaluate the Policy and current practice with regard to Organizational Profile Indexesperformance of the highest executive layer. 4.11解釋組織是否或者如何採用的預防性措施P36-P37 序號 內容 披露位置 或原則 No.ContentInformation linksExplanation of whether and how the 公司治理指標 precautionary approach or principle is 報告參數指標 addressed by the organization. 2.1 公司機構名稱 P31 Report Profile IndexesCorporate Governance Indexes4.12公司對外界發起的經濟、環境及社會約章、不適用 Name of the organization 序號 內容 披露位置 序號 內容 披露位置 原則或其它倡議的參與或支持 Not Applicable 2.2 主要品牌、產品及服務 P31 No.ContentInformation linksNo.ContentInformation linksExternally developed economic, environmental, Primary brands, products, and services and social charters, principles, or other initiatives 2.3 公司的經營結構 P31 to which the organization subscribes or endorses.Operational structure of the organization 3.1所提供信息的報告期限（例如，財政年度 /P05 4.1公司治理架構 P34 4.13公司加入的聯會及倡議組織及作用 不適用 日曆年度） Governance structure of the organization Memberships in associations and advocacy Not Applicable 2.4 公司的總部所在地 P31 organizations and their roles.Location of the organization's headquarters Reporting period (e.g., fiscal/calendar year) for 4.2指明最高治理機構的主席是否同時也是執P34 information provided 行官員（如果是的話，他們在組織中的作用4.14公司的利益相關方團體名單 P43 2.5 公司有業務的國家數量，有重要經營活動或P31-P32 List of stakeholder groups engaged by the 報告中提到的與可持續發展問題直接相關3.2上一年報告日期 P05 及如此安排的原因）。 organization. Date of most recent previous report Indicate whether the Chair of the highest 的國家名稱 governance body is also an executive officer Number of countries where the organization 3.3報告周期 P05 (and, if so, their function within the organization's 4.15確定和選擇主要利益相關方的依據 P43 operates, and names of countries with either Reporting cycle management and the reasons for this Basis for identification and selection of major operations or that are specifically relevant arrangement). stakeholders with whom to engage. to the sustainability issues covered in the report 3.4回應關於報告及其內容問題的聯絡人及聯P138 2.6 所有權的性質及法律形式 P34 絡方式 4.3對於擁有單一董事會模式的組織，要指出最不適用 4.16利益相關方參與的方式，按類型和利益相P43 Respond to the contact person and contact on 高治理機構中獨立成員和 /或非行政成員Not Applicable 關方團體分類，以協商頻度表述。 Nature of ownership and legal form Approaches to stakeholder engagement, the issue of the report and its contents 各自的數量。 classified by type and by stakeholder group and 2.7 公司所服務的市場 P28-P32 For organizations that have a unitary board described by frequency of negotiation Markets served 3.5 界定報告內容的程序 P05 structure, state the number of members of the Process for defining report content highest governance body that are independent 4.17利益相關方參與過程中提出的關鍵議題和P43and/or non-executive members.關注的問題，以及組織是如何回應這些議4.4 股東及僱員向最高管治機關提出建議或經P35題和問題的 營方向的機制 Key topics and concerns that have been raised through stakeholder engagement, and how the Mechanisms for shareholders and employees organization has responded to those key topics to provide recommendations or direction to the and concerns. highest governance body. 134134GRI索引 GRI INDEXES CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 135經濟績效指標 Economic Performance Indexes序號 內容 披露位置 No.ContentInformation linksEC1產生與分配的直接經濟價值（含收入、運營P57 成本、員工補償、捐助及其他社區投資、留存利潤、資本提供者與政府所得） Direct economic value generated and distributed, including revenues, operating costs, employee compensation, donations and other community investments, retained earnings, and payments to capital providers and governments. EC2宏觀經濟環境變化對組織活動的財務影響P50-P52 及其他風險和機遇 Financial implications for the organization's activities due to changes in macro economic environment and other risks and opportunities EC3明確的組織待遇方案的責任範圍 P98/P100 Coverage of the organization's defined benefit plan obligations EC4政府給予公司的重大財務援助 不適用 Significant financial assistance received from Not Applicable governmentEC5公司在各主要營運地點工資標準起薪點與不適用 當地最低工資比例 Not Applicable Range of ratios of standard entry level wage compared with local minimum wage at significant locations of operationEC6公司在各主要營運點對當地供應商的政策、P88 措施及支出比例 Policy, practices, and proportion of spending on locally-based suppliers at significant locations of operation EC7公司在各主要運營地點聘用當地人員的程P99 序，以及在當地社區聘用高層管理人員的比例 Procedures for local hiring and proportion of senior management hired from the local community at significant locations of operation EC8公司通過商業活動、實物捐贈或免費專業P112-P114 服務，主要為大眾利益而提供的基建投資及服務的發展及影響 Development and impact of infrastructure investments and services provided primarily for public benefit through commercial, in-kind, or pro bono engagement EC9公司了解並說明其重大的間接經濟影響，包P16-P21/ 括影響程度（如，帶動地方經濟發展） P50-P52 Understanding and describing significant indirect economic impacts, including the extent of impacts (e.g. how does it promote the local economic development) 環境績效指標 Environment-Related Performance Indexes序號 內容 披露位置 No.ContentInformation linksEN1所用物料的重量或用量 不適用 Materials used by weight or volumeNot Applicable EN2採用經循環再造的物料的百分比 不適用 Percentage of materials used that are recycled Not Applicable input materialsEN3初級能源的直接消耗量 不適用 Direct energy consumption by primary energy sourceNot Applicable EN4初級能源的間接消耗量 不適用 Indirect energy consumption by primary sourceNot Applicable EN5通過環境保護和提高利用效率而節約的能源 P68-P88 Energy saved due to conservation and efficiency improvements EN6提供具有能源效益或以可再生能源為本的P68-P88 產品及服務的計劃，以及計劃的成效。 Initiatives to provide energy-efficient or renewable energy-based products and services, and reductions in energy requirements as a result of these initiatives EN7減少間接能源耗量的計劃，以及計劃的成效 P68-P88 Initiatives to reduce indirect energy consumption and reductions achieved EN8按源頭劃分的總耗水量 不適用 Total water withdrawal by sourceNot Applicable EN9因耗水而受嚴重影響的水源 不適用 Water sources significantly affected by Not Applicable withdrawal of waterEN10循環再用水的百分比以及總用量 不適用 Percentage and total volume of water recycled and reusedNot Applicable EN11公司在環境保護區或者生物豐富多樣的其不適用 他地區，或在其他地區，或者是相鄰地區，擁有、Not Applicable 租賃或管理土地的位置及面積 Location and size of land owned, leased, managed in, or adjacent to, protected areas and areas of high biodiversity value outside protected areasEN12在保護區和保護區以外生物多樣性價值較不適用 高的地區，活動、產品和服務對生物多樣性Not Applicable 產生的重要影響 Description of significant impacts of activities, products, and services on biodiversity in protected areas and areas of high biodiversity value outside protected areasEN13受保護或者經修復的生物棲息地 不適用 Habitats protected or restoredNot Applicable EN14公司對影響生物多樣性的戰略，當前行動及不適用 未來規劃 Not Applicable Strategies, current actions, and future plans for managing impacts on biodiversityEN15按其瀕臨絕種的風險程度，依次列出棲息不適用 地受公司作業影響的以下五種數量；列入國Not Applicable 際自然及自然資源保護聯盟下轄紅色名冊及全國保育名冊的五種 List five of each of the following categories by operations, by level of extinction risk: IUCN Red List species and national conservation list species with habitats in areas affected環境績效指標 Environment-Related Performance Indexes序號 內容 披露位置 No.ContentInformation linksEN16按質量劃分的直接與間接溫室氣體總排放量 不適用 Total direct and indirect greenhouse gas Not Applicable emissions by weightEN17按質量劃分的其他相關間接溫室氣體排放量 P88 Other relevant indirect greenhouse gas emissions by weight EN18減少溫室氣體排放的及計劃及其成效 P88 Initiatives to reduce greenhouse gas emissions and reductions achieved EN19按重量劃分的臭氧消耗性物質的排放量 不適用 Emissions of ozone-depleting substances by Not Applicable weightEN20按種類及重量劃分的氮氧化物（NO）、硫氧不適用 化物（SO）及其它重要氣體的排放量 Not Applicable NOx, SOx, and other significant air emissions by type and weightEN21按質量及目的地劃分的總排水量 不適用 Total water discharge by quality and destinationNot Applicable EN22按種類及排汙法劃分的廢棄物總重量 不適用 Total weight of waste by type and disposal Not Applicable methodEN23嚴重遺漏的總次數及漏量 不適用 Total number and volume of significant spillsNot Applicable EN24按照《巴塞爾公約》附錄 I、II、III、VIII的條不適用 款視為「有毒」的廢棄物經運輸、進口、出Not Applicable 口或處理的重量，以及經國際運輸送的廢棄物的百分比 Weight of transported, imported, exported, or treated waste deemed hazardous under the terms of the Basel Convention Annex I, II, III, and VIII, and percentage of transported waste shipped internationallyEN25受公司排水及徑流嚴重影響的水源及相關不適用 棲息地的位置、面積、受保護狀況及生物多Not Applicable 樣性價值 Location, size, protected status, and biodiversity value of water bodies and related habitats significantly affected by the reporting organization's discharges of water and runoffEN26減輕產品和服務對環境影響的計劃及其成效 P88 Initiatives to mitigate environmental impacts of products and services, and extent of impact mitigation EN27按類別劃分，售出產品及回收售出產品包裝不適用 物料的百分比 Not Applicable Percentage of products sold and their packaging materials that are reclaimed by categoryEN28違反環境法例及規則被處巨額罰款的總額，不適用 以及所受金錢以外的制裁的次數 Not Applicable Monetary value of significant fines and total number of non-monetary sanctions/convictions for non-compliance with environmental laws and regulationsEN29運輸產品、其它貨物及物料作營運用途，以不適用 及運輸僱員所產生的重大環境影響 Not Applicable Significant environmental impacts of transporting products and other goods and materials used for the organization's operations, and transporting members of the workforceEN30按總類劃分的總環保開支及投資 P82-P83Total environmental protection expenditures and investments by type 社會績效指標 Social performance序號 內容 披露位置 No.ContentInformation links LA1按僱傭類型、僱用合同及就業地區的僱員P94 總數 Total workforce by employment type, employment contract, and region LA2按年齡段、性別和地區劃分的僱員流失的總P95 量和比例 Total number and rate of employee turnover by age group, gender, and region LA3按主要業務劃分，只提供予全職僱員（不給P95 予臨時或兼職僱員）的福利 Benefits provided to full-time employees that are not provided to temporary or part-time employees, by major operations LA4受集體議價協議保障的僱員的比例 P95 Percentage of employees covered by collective bargaining agreements LA5有關各類作業改變的最短通知期，包括指出不適用 該通知期有否在集體協議中訂明 Not Applicable Minimum notice period(s) regarding significant operational changes, including whether it is specified in collective agreementsLA6在協助監察及諮詢職業健康與安全計劃的不適用 正式勞資健康與安全委員會中，勞方代表的Not Applicable 比重 Percentage of total workforce represented in formal joint management-worker health and safety committees that help monitor and advise on occupational health and safety programsLA7按地區劃分的工傷、職業病、損失工作日及不適用 缺勤比率，以及和工作有關的死亡人數 Not Applicable Rates of injury, occupational diseases, lost days, and absenteeism, and total number of workrelated fatalities by region. LA8為協助僱員、僱員家屬或社區成員而推行，P106 關於嚴重疾病的教育、培訓、輔導、預防與風險監控計劃 Education, training, counseling, prevention, and risk-control programs in place to assist workforce members, their families, or community members regarding serious diseases LA9與工會達成的正式協議中的健康與安全項P97 目 Health and safety topics covered in formal agreements with trade unions LA10按僱員類別劃分，每名僱員每年受訓的平均P104 時數 Average hours of training per year per employee by employee category LA11加強僱員的持續受聘能力及協助僱員轉職P102-P104 的技能管理及終生學習課程 Programs for skills management and lifelong learning that support the continued employability of employees and assist them in managing career endings LA12接受定期業績及職業發展檢討的僱員的百不適用 分比 Not Applicable Percentage of employees receiving regular performance and career development reviewsLA13按性別、年齡和其他多樣性指標劃分，管理P13層員工和普通僱員的細分 Composition of governance bodies and breakdown of employees per category according to gender, age group, minority group membership, and other indicators of diversity 136136GRI索引 GRI INDEXES CHINA MERCHANTS BANK'S SOCIAL RESPONSIBILITY REPORT 2012
招商銀行2012年社會責任報告 137社會績效指標 Social performance序號 內容 披露位置 No.ContentInformation linksLA14按僱員類別劃分，男性與女性的基本薪金比率 不適用 Ratio of basic salary of women to men by Not Applicable employee categoryHR1載有人權條款或已通過人權審查的重要投不適用 資協議的總數及百分比 Not Applicable Percentage and total number of significant investment agreements that include human rights clauses or that have undergone human rights screeningHR2已通過人權審查的重要供應商及承判商的不適用 百分比，以及機構採取的行動 Not Applicable Percentage of significant suppliers and contractors that have undergone screening on human rights and actions takenHR3僱員在作業所涉人權範圍的相關政策及程序不適用 方面受訓的總時數，以及受訓僱員的百分比 Not Applicable Total hours of employee training on policies and procedures concerning aspects of human rights that are relevant to operations, including the percentage of employees trainedHR4歧視個案的總數，以及機構採取的行動 不適用 Total number of incidents of discrimination and Not Applicable actions takenHR5已發現可能嚴重危害結社自由及集體談判不適用 的作業，以及保障這些權利的行動 Not Applicable Operations identified in which the right to exercise freedom of association and collective bargaining may be at significant risk, and actions taken to support these rightsHR6已發現可能會嚴重危害童工的作業，以及有不適用 助廢除童工的措施 Not Applicable Operations identified as having significant risk for incidents of child labor, and measures taken to contribute to the elimination of child laborHR7已發現可能會導致嚴重強逼與強制勞動的不適用 作業，以及有助消除這類勞動的措施 Not Applicable Operations identified as having significant risk for incidents of forced or compulsory labor, and measures taken to contribute to the elimination of forced or compulsory labor.HR8保安僱員在作業所涉及人權範圍的相關政不適用 策及程序方面受訓的百分比 Not Applicable Percentage of security personnel trained in the organization's policies or procedures concerning aspects of human rights that are relevant to operationsHR9涉及侵犯本地僱員權利的個案總數，以及公不適用 司採取的行動 Not Applicable Total number of incidents of violations involving rights of indigenous people and actions takenSO1與社區事務有關的評估和管理工作，其核心P115-P117 思路、評估和管理範圍以及有效性 Nature, scope, and effectiveness of any programs and practices that assess and manage the impacts of operations on communities SO2已作賄賂風險分析的業務單位的總數及百不適用 分比 Not Applicable Percentage and total number of business units analyzed for risks related to corruption社會績效指標 Social performance序號 內容 披露位置 No.ContentInformation linksSO3已接受公司反腐敗政策和程序培訓的僱員P121-P123 比例 Percentage of employees trained in organization's anti-corruption policies and procedures SO4回應賄賂個案所採取的行動 不適用 Actions taken in response to incidents of Not Applicable corruptionSO5對公共政策的立場，以及在發展及遊說公共不適用 政策方面的參與 Not Applicable Public policy positions and participation in public policy development and lobbyingSO6按國家劃分、對政黨、政客及相關組織作出不適用 財務及實物捐贈的總值 Not Applicable Total value of financial and in-kind contributions to political parties, politicians, and related institutions by countrySO7涉及反競爭行為、反壟斷、壟斷措施的法律不適用 訴訟的總數，以及其結果 Not Applicable Total number of legal actions for anti-competitive behavior, anti-trust, and monopoly practices and their outcomesSO8違反法例及規則被處巨額罰款的總額，以不適用 及所受金錢以外的制裁的次數 Not Applicable Monetary value of significant fines and total number of non-monetary sanctions for noncompliance with laws and regulationsPR1為改良而評估產品及服務在其生命周期各不適用 階段對安全與健康的影響，以及須接受這Not Applicable 種評估的重要產品及服務類別的百分比 Life cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such proceduresPR2按結果類別劃分，違反規管產品及服務在其不適用 生命周期影響健康與安全的法規及志願守Not Applicable 則的次數 Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services, by type of outcomesPR3按程序劃分標籤所需的產品及服務信息種不適用 類，以及須符合這種信息規定的重要產品及Not Applicable 服務的百分比 Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirementsPR4按結果類別劃分，違反規管產品及服務信息不適用 標籤的法規及志願守則的次數 Not Applicable Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomesPR5有關客戶滿意度的實踐，包括調查客戶滿意P76-P77 度的結果 Practices related to customer satisfaction, including results of surveys measuring customer satisfaction 社會績效指標 Social performance序號 內容 披露位置 No.ContentInformation linksPR6為符合規管市場推廣傳訊（包括廣告，推銷不適用 及贊助）的法律、標準及自願守則而設置的Not Applicable 計劃 Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorshipPR7按結果類別劃分，違反規管市場推廣傳訊（包不適用 括廣告、推銷及贊助）的法規及志願守則的Not Applicable 次數 Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship, by type of outcomesPR8已證實關於侵犯客戶隱私權及遺失客戶資不適用 料的投訴的總數 Not Applicable Total number of substantiated complaints regarding breaches of customer privacy and losses of customer dataPR9違反規管產品及服務的提供與使用的法例不適用 及規則所處的巨額罰款的總額 Not Applicable Monetary value of significant fines for noncompliance with laws and regulations concerning the provision and use of products and services金融服務行業補充指標索引 Financial Services Sector Supplement Indexes序號 內容 披露位置 No.ContentInformation linksFS1針對業務的關於環境與社會政策 P40-P41 Policies with specific environmental and social policies applied to business lines FS2在業務中評估與監控環境和社會風險的程序 P40-P41 Procedures for assessing and screening environmental and social risks in business lines FS3對客戶環境和社會合規情況的監控 P22 Processes for monitoring clients' compliance with environmental and social requirements FS4提高員工執行環境與社會政策的能力的程序 P87 Process(es) for improving staff competency to implement the environmental and social policies FS5與客戶、投資人和合作夥伴關於環境社會風P80-P91 險與機遇的互動 Interactions with clients/investees/business partners regarding environmental and social risks and opportunities FS6按地區、規模、行業劃分的業務比例 P48-P55Percentage of the portfolio for business lines by specific region, size and by sector 金融服務行業補充指標索引 Financial Services Sector Supplement序號 內容 披露位置 No.ContentInformation links FS7為實現特定社會目標而設計的產品及服務P80-P91 的價值，按目標分類 Monetary value of products and services designed to deliver a specific social benefit for each business line broken down by purpose FS8為實現特定環境目標而設計的產品及服務P80-P91 的價值，按目標分類 Monetary value of products and services designed to deliver a specific environmental benefit for each business line broken down by purpose FS9針對環境、社會政策及風險評估程序的審不適用 計的覆蓋面及頻度 Not Applicable Coverage and frequency of audits to assess implementation of environmental and social policies and risk assessment proceduresFS10在投資組合中，報告組織與其存在環境或P80-P91 社會因素互動的公司的比例與數量 Percentage and number of companies held in the institution’s portfolio with which the reporting organization has interacted on environmental or social issues FS11用於正面或負面的環境或社會審查的資產不適用 比例 Not Applicable Percentage of assets subject to positive and negative environmental or social screeningFS12報告組織將環境和社會議題應用於投票權不適用 或投票建議權的政策 Not Applicable Voting policy(ies) applied to environmental or social issues for shares over which the reporting organization holds the right to vote shares or advises on votinFS13按照類別在人口稀疏或經濟欠發達地區的P52 接入點 Access points in low-populated or economically disadvantaged areas by type FS14使更多劣勢人群享受到金融服務的倡議 P74-P75 Initiatives to improve access to financial services for disadvantaged people FS15對於金融服務及產品進行公正的設計及銷P62-P66 售的政策 Policies for the fair design and sale of financial products and services FS16根據不同受益人類型，提高金融基本認識的P74-P75倡議 Initiatives to enhance financial literacy by type of beneficiary 138138信息反饋表 READER』S FEEDBACK FORMReadeR’s feedBaCK foRm信息反饋表 尊敬的讀者：您好！感謝您閱讀本報告。為改進公司社會責任工作，提高公司履行社會責任的能力與水平，我們非常希望您能夠對本報告進行評價，懇請您在百忙之中提出寶貴意見與建議，幫助我們對報告進行持續改進。Dear reader: Thank you for reading this report. For improving our work related to corporate social responsibility work and promote our ability to fulfill our social responsibilities, we sincerely hope that you can evaluate this report. We would appreciate your valuable opinions and suggestions for further improvement of this report. 您可以選擇以下方式提供您的反饋意見：You can choose any of the following means to provide your feedback: 傳真 0755-83195555 電話 0755-83198888 Fax:Tel.: 郵寄深圳市深南大道 7088號
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