Shinhan Financial Group engages in responsible management activities to enhance the value of customers, shareholders, and investors. We are also making efforts to improve the satisfaction level of employees and business partners who are directly involved in our business activities and grow together. Meanwhile, we are practicing our ‘Compassionate Finance, Your Companion for the Future’ mission by communicating and sharing with communities, NGOs, government institutions and others to create a virtuous circle for Shinhan and the wider society.

Customers	Major expectations	Response of Shinhan Financial Group	Communication channels
	Product development based on customer opinions	Released the ‘Shinhan nonparticipating protection-type LTC insurance policy’ by reflecting customer demand for a product that provides both security and asset saving programs (‘17 customer panel opinion)	- Employee suggestions - Labor associations - Intranet
	Product development responding to market changes	'Shinhan DREAM installment plan’ providing thematic products with prime interests tailored to the conditions of shop-owners
		'Shinhan With Pet installment plan’ for customers with companion animals along with the increasing number of single-person households and an aging population
		Shinhan Double DREAM installment plan providing high interest benefits for customers satisfying intuitive (simple) preferential treatment requirements
	Enhancing service convenience	‘Shinhan SOL (credit, Jeonse loans)’ based on automated and simplified processes requiring no paper work
	Protection of socially marginalized customers	Provide smart banking services to foreigners with time and language constraints

Shareholders•Investors	Major expectations	Response of Shinhan Financial Group	Communication channels
	Reinforcing fiduciary obligations	Shinhan BNPP adopted the Stewardship Code	- Investor consulting - Activities to engage with investors
	Consideration of long-term shareholder value	Secure a basis for sustainable growth through ESG risk management and socially responsible investment
	Improving corporate governance	Awarded an ‘S’ rating in the corporate governance assessment by KCGS for the first time among Korean companies

Employees	Major expectations	Response of Shinhan Financial Group	Communication channels
	Improving communications with employees and departments	WFormed Wealth Management Innovators (WMIs) to discover ideas for WM projects and apply them to actual business activities	- Customer Evaluation Group - Homepage VOC - Shinhan Poll
		Share cases of practicing ‘compassionate finance’ activities and opinions each month via its mobile platform ‘S-talk’
	Work-life balance	Shinhan Bank runs on-site childcare centers for workers in Seoul and 3 other metropolitan areas (capacity to accommodate 200 children)
		Expand the implementation of an autonomous work system, ‘Smart Work System 2.0’
	Strengthening employee competency	Installing the Shinhan Digital Innovation Institute (SDII) to enhance employees’ digital competency and provide competency- based trainings according to their given duties
	Female talent nurturing	Develop a mid/long term roadmap to nurture female talents (▲creating a diversity-based organizational culture ▲developing programs to nurture female talents ▲flexible personnel management system, etc.)

Partner Companies	Major expectations	Response of Shinhan Financial Group	Communication channels
	Communication with business partners	Shinhan Bank invited its best business partners for meetings to discuss the coexistence	- Meetings for coexistence - Transaction satisfaction surveys
		Shinhan Card invited business partners to celebrate its 10th anniversary of foundation
	Welfare support for partner companies	Opened the ‘Children’s Financial Experience Class’ for children of partner company employees
		Shinhan Card provided healing programs for the call center employees of business partners
		Shinhan Card hosted the ‘LEAD BY Concert’ by inviting about 300 call center employees of SME partners and outsourcing companies

Local Society and NGOs	Major expectations	Response of Shinhan Financial Group	Communication channels
	NGO partnerships	Shinhan Card donated and participated in campaigns to solve the sanitation and drinking water problems of underdeveloped countries jointly with Good Neighbors (NGO)	- Meetings with local communities and NGOs - Homepage VOC
		Shinhan Bank and ChildFund Korea signed the ‘Shinhan youth happiness voucher’ project to support the youth from vulnerable groups
	Support for local communities and small entrepreneurs	Support the vitalization of local communities and small entrepreneurs through the Shinhan SOHO community and partnerships with local governments
	Social contributions for local communities	Shinhan Bank donated 800 pieces of office furniture to social welfare facilities
	Support Sports and Mecenat Sponsorships	Shinhan Bank S-Birds Basketball Team and professional sports team located in Incheon opened sports classrooms for children with developmental disabilities
	Global policy for social contribution activities	Shinhan Bank releases the global CSR guidebook

Government	Major expectations	Response of Shinhan Financial Group	Communication channels
	Expansion of inclusive financial policies	Expanded the New Hope Spore Loan, Mid-interest Rate Loan, and other mid-interest rate loan programs for people with mid/low credit ratings by injecting KRW 300 billion	- Consulting Groups Related to the Policies of Financial Authorities
		Write-off specific law bonds worth KRW 445.1 billion in 2017
		Hired seniors with financial backgrounds and provided them with financial education (the project will be continued by 2020)
	Environmental policy	Plan to develop funds supporting massive solar power generation projects and other related ESS projects in accordance with the government’s 3020 plan
		Signed an ‘agreement on the vitalization of green financing’ with the Environmental Industry and Technology Institute under the Ministry of Environment
	Job creation	‘Shinhan Do Dream Project’ for youth employment and other job creation activities as well as investment and financing for innovative businesses