In 2015, we started a new chapter at our bank with the launch of “The Santander Way”. Since then, our culture has brought us together and guided all of us, from the branches to the board of directors and the back office.
Our global culture, "The Santander Way", encompasses our purpose “to help people and businesses prosper”, our aim, “to be the best open financial services platform, acting responsibly and earning the trust of our people, customers, shareholders and communities”, our “Simple, Personal and Fair” values, our risk culture (“Risk Pro”), which stresses that risk management is everyone’s job, and lastly, our behaviours.
We offer customers an accessible service, with simple and easy-to-understand products. We use simple language and improve our processes every day.
We serve our customers in a personalised way, offering products and services that are tailored to their particular needs. We want each and every employee and customer to feel valued and treated in a unique way.
We treat our employees and customers fairly and equally; we are transparent and we deliver on our promises. We have good relations with the various stakeholders because we understand that what is good for them is also good for Santander.
Our culture encompasses corporate behaviours. These behaviours are the hallmark of our culture and are meant to guide how we work and how we live the Santander brand. Companies with a strong internal culture attract and retain talent. They perform better. Therefore, in order to leverage the progress we have made in recent years, we have reshaped the behaviours in "The Santander Way".
These “reshaped” behaviours have been created around a single word: T.E.A.M.S. Each letter represents a behaviour, so it is easier to understand and memorise all five. This is what each letter stands for:
I care about our customers so I go the extra mile to earn their trust and loyalty.
I embrace new challenges and I see new ways of doing things as an opportunity to grow.
I take accountability and manage risks accordingly, always keeping things simple.
I seek opportunities to promote collaboration and work together to achieve common goals.
I feel free to raise any idea, ask any question or escalate any issues or risks, building an environment of respect and trust. I am comfortable sharing and receiving feedback.
We are a global company, united by a common culture. The world is changing and so must we. That is why, in the first quarter of 2022, we relaunched "The Santander Way", to reflect five critical behaviours that we want everyone to follow. We are doing this as must continue to earn and keep our customers’ trust and loyalty, building a company of which we are all proud. This will help us speed up our transformation towards a more simple, personal and fair bank. By embedding T.E.A.M.S. in our day-to-day lives, Santander will lead the way for changing the future of banking.