Nordea Group
Nordea, the result of mergers among four leading Nordic banks, is the leading financial services group in the Nordic and Baltic Sea regions, through its retail banking, corporate and institutional banking and asset management and life assurance businesses. Last year the retail banking business launched a number of product packages and advisory initiatives for personal customers. Several new products and services were also offered to corporate customers, including financial risk-management tools and cash management solutions. A new customer service concept was piloted in Sweden and is being standardised across the Nordic region, with the aim of ensuring added value for customers. “At Nordea we work hard to help our customers fulfil their plans,” says the group’s chairman and CEO, Lars G Nordström. “The organisation is now one of speed, focus and performance. We were recently very pleased to get the results of a customer satisfaction survey which clearly showed that our customers appreciate our efforts and our accessibility in particular.” Nordea is a focused group, in which changes are made rapidly and the concept of continuous improvement is institutionalised throughout the organisation. The group’s structure has been simplified, while the bank’s IT system has been consolidated through a joint venture with IBM.
