Stakeholder engagement
BBVA has a broad range of tools for consultation and discussion with stakeholders in each country and business area in which it operates. These tools guarantee that customers, employees and suppliers have the proper channels available to be listened to and informed.
In addition, groups and organizations with which BBVA does not have a constant or permanent relationship in its business operations, but which express legitimate concerns regarding the Group’s performance on questions of corporate responsibility, have specific channels available for discussion, as can be seen in the section on “controversial issues”.
Finally, to understand and provide solutions to the challenges of corporate responsibility, BBVA has added another approach that allows the issues, institutions and people making up the sustainability agenda to be identified. This approach is called “People & Issues”.
This way of looking at the relationship with stakeholders is based on determining what issues are and will be relevant in the medium term for a financial institution from the perspective of sustainability; what institutions are leaders in designing solutions; and who the ideal contacts can be for starting along this path.
What this approach brings is a list of priorities that are stable over time, new ways of aligning the business strategy and a clear determination to join in discussions with specific people and institutions that are considered to be key stakeholders.
In 2009 BBVA created a head of Stakeholder Engagement. This is a new position within the BBVA Group’s corporate responsibility area, whose tasks include the coordination and organization of all the consultation processes that are developed in the Group.
Main BBVA Stakeholders, and the Group’s commitments to each
