Stakeholders
g4-24, g4-25, g4-26, g4-27, g4-ec8
Aiming to identify our stakeholders, we carried out an internal analysis process through an external consulting agency. Thus, we defined our stakeholders and the required engagement with each as follows:
| Stakeholders | Communication channels | Frequency | Expectations | Response |
|---|---|---|---|---|
| Clients |
|
Constant | Availability, security and speed in the services and products offered |
|
| Employees |
|
Constant Monthly Annual | Fair compensation, balance between work, family life, and personal life, and training for professional development | We have a compensation system superior to that required by law, leadership programs, human training, professionalization training, and retention of human talent |
| Investors |
|
Constant Quarterly Annual |
Profitability and transparency in the business’ management |
We are members of:
|
| Suppliers |
|
Constant | Fair treatment, transparency, and timely communication | In 2013 we created an Code of Ethics for suppliers, accompanied by an acceptance letter, in which both parties compromise to abide by Gentera’s philosophy and principles |
| Authorities | We constantly monitor the authorities’ requirements close to our operations and those of our sector’s regulatory agents in the countries where we operate | Periodical | Compliance with standards applicable in each country of operation |
|
| Community |
|
Constant Annual |
Contribute to the most pressing social and environmental needs of local communities |
|
| Non-profit Organizations |
|
Constant Annual | Support for social initiatives which improve the health, education, and wellbeing of communities close to Gentera’s operations |
|
| Competitors | We participate in microfinance events and associations in the countries where we operate | Periodical | Free competition, transparency and client protection |
|
| Future Generations |
|
Constant Annual |
Neutral or positive environmental footprint and contribution to Mexico’s development |
|
| Media and opinion leaders |
|
Constant Periodical |
Transparency, equity, and promptness in providing information | We develop communication, management and crisis prevention plans in communications media, appoint and train spokespeople, hold press conferences, and perform media analysis |
| Strategic allies | Attention area | Constant | Profitability, convenience, and efficiency in commercial relations | Agreements and constant support for allies in their requests and projects on behalf of the operations area |
| Networks, Associations and Organisms | We participate in the financial sector’s union meetings in each country where we operate | Periodical | Cooperation and transparency |
|
| Academy | Web: www.gentera.com.mx | Periodical | Link to the academic scope to share our business model |
|
Materiality process
g4-18
Following our strong commitment to transparency, continuous improvement and strengthening ties with our stakeholders, during 2014 we conducted with Genera a review of our materiality study in order to complement it, to validate the material aspects which are of paramount importance regarding impact, both inside and outside the Group, which are reported in our Annual and Sustainability Report.
The methodology entailed an analysis of industry and social risks in the finance industry, with reference to the sector’s maturity and the requirements of the industry and social organizations on ethical, social, economic and environmental matters. Subsequently, we determined the reporting status of our Group in regards to the sector and the requirements, with the scope of three countries in which we operate: Mexico, Peru and Guatemala.
Thus, the relevant issues were identified and presented to our employees for their prioritization, through an intranet survey and whose sample comprises 233 people. With these results, we validate the material aspects, same that are shown in the following chart:
These topics were reviewed and translated into aspects established by GRI’s G4 Guide:
g4-19
| Topic | GRI Aspect |
|---|---|
| Ethics and integrity | |
| Corruption, bribery and transparency | Anticorruption |
| Financial topics | Economic performance / Indirect economic impacts |
| Social impacts in communities / financial inclusion | Indirect economic impacts / Local communities / Financial Services Sector Supplement (Product and service labeling) |
| Operations | |
| Employees satisfaction | Employment / Training and Education / Labor practices grievance mechanisms (confidential) |
| Human capital development | Training and Education |
| Human rights | Diversity and equal opportunity / Equal remuneration for women and men / Non-discrimination / Indigenous rights / Investment (Clauses in suppliers contracts) |
| Clients relations management | Customer health and safety / Customer privacy / Compliance |
| Brand management | Product and service labeling / Marketing communications |
| Talent attraction | Employment / Training and Education |
| Risk management | |
| Corporate Social Responsibility management | |
| Stakeholders engagement | Grievance mechanisms (environmental, labor practices, human rights, social impact) |
Material aspects are identified throughout this document in blue.
Coverage and boundaries for each material aspect are established in the following table:
g4-20, g4-21
| Material Aspect | Coverage | Boundary | |
|---|---|---|---|
| Economic performance |
|
|
Investors, employees, clients, suppliers, strategic allies and competitors |
| Indirect economic impact |
|
|
Clients, suppliers, communities and non-profit organizations |
| Environmental grievance mechanisms |
|
|
Employees, clients, communities, suppliers and authorities |
| Employment |
|
|
Employees and communities |
| Training and education |
|
|
Employees |
| Diversity and equal opportunity |
|
|
Employees, suppliers, clients and future generations |
| Equal remuneration for women and men |
|
|
Employees, authorities, non-profit organizations, suppliers and future generations |
| Labor practices grievance mechanisms |
|
|
Employees, clients, communities, suppliers and authorities |
| Investment |
|
|
Employees, suppliers, communities and non-profit organizations |
| Non-discrimination |
|
|
Investors, employees, clients, suppliers, strategic allies, competitors, authorities, non-profit organizations, communities, future generations, networks, associations and organisms, media and opinion leaders |
| Indigenous rights |
|
|
Communities, employees, future generations and non-profit organizations |
| Human rights grievance mechanisms |
|
|
Employees, clients, communities, suppliers and authorities |
| Local communities |
|
|
Communities, future generations and non-profit organizations |
| Anticorruption |
|
|
Suppliers, clients, communities, employees, authorities, media and opinion leaders |
| Grievance mechanisms for impacts on society |
|
|
Employees, clients, communities, suppliers and authorities |
| Customer health and safety |
|
|
Employees, clients, authorities, networks, associations and organisms |
| Product and service labeling |
|
|
Clients, authorities, competitors, networks, associations and organisms |
| Marketing communications |
|
|
Employees, clients, authorities, networks, associations and organisms |
| Customer privacy |
|
|
Employees, clients, authorities, networks, associations and organisms |
| Compliance |
|
|
Employees, clients, authorities, networks, associations and organisms |
|
|
Material for the Group and its companies |
|
|
Material within and outside the Group and its companies |
|
|
Material within the Group and its companies |
|
|
Material outside the Group and its companies |