Our Strategies

To remain a pioneer in the sector with a selective credit policy and effective use of resources

Ziraat Bank, which has gradually transformed its balance sheet into a customer-oriented structure, proactively manages credit quality through effective loan processes and always prioritizes effective resource use and cost control.
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Within the framework of its selective credit policy, the Bank continues to finance the agricultural, manufacturing, export, energy investment and technology sectors while optimizing resource costs. Placing importance on supporting growth with sustainable profitability, Ziraat Bank achieved a Return on Equity of 26.9% and a Return on Assets of 2.2% in 2024.

Sustainability-themed syndication loan offered by a Bank in the country featuring the widest participation at a single time

Having undertaken an important mission in Türkiye’s sustainable development in line with its responsible banking approach, Ziraat Bank extended the most widely participated sustainability-themed syndication loan offered by any bank in our country at a single time in 2024.
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This loan, totaling USD 1.7 billion (comprising USD 742 million and EUR 884 million), has a maturity of 367 days and was backed by the participation of 21 new banks from seven countries, alongside strong interest from 70 banks across 32 countries. The loan’s performance criterion focuses on financing sustainable agriculture. As part of this initiative, Ziraat Bank intends to use the funds from the syndication loan not only to support foreign trade but also to promote sustainable agricultural practices in line with its core mission.

Continuous support for foreign trade and the economy through foreign financing, facilitated by the securitization of remittance flows

Under the Diversified Payments Rights (DPR) securitization program established in 2023, Ziraat Bank issued a total of USD 250 million in June 2024, with a maturity of 10 years and a grace period of 4 years. This program is structured around USD-denominated remittances related to goods and services, exports, tourism, capital inflows, and individual transfers. The issuances were executed in two separate tranches in collaboration with international investor institutions.
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In 2024, the Bank further enhanced its robust funding structure through new partnerships, while continuing to provide alternative financing sources, including bilateral loans and post-financing from correspondent banks, in addition to the syndication loan and DPR program. As of the end of 2024, the Bank has had oversight on a balance of USD 2 billion secured through bilateral loans and post-financing from correspondent banks.

Strategies committed to the diversification of sources in capital markets

Ziraat Bank aims to diversify its sources of funding and provide cost-effective, long-term funding. As of April 3, 2024, the Bank’s Global Medium Term Notes (GMTN) program, originally amounting to USD 7 billion, has been updated to reflect an increased program limit of USD 13 billion, effective November 2024, to facilitate borrowing from international capital markets.
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In the international markets, the Bank issued USD 500 million sustainability bond with a maturity of five years on January 16, 2024, and USD 500 million in subordinated bonds with a maturity of ten years, featuring a call option at the end of the fifth year, on April 30, 2024. Additionally, the Bank continued to enhance its external funding through private placement issuances totaling USD 4.7 billion under the GMTN program in 2024.

Ziraat Bank extends support to all economic segments by offering multiple financing options.

Ziraat Bank’s strategy in the agricultural sector, which it classifies as a priority area, is “Financing the Agricultural Ecosystem.” This strategy is built on four main headings: “solution orientation,” “strong communication,” “sustainable financing,” and “accessible financing.” In this vein, the Bank has determined value-added production, economies of scale, cooperative banking, technology-intensive agriculture, integration of industry in agriculture, environmentally friendly loans and areas specific to women and the young as its main targets.

Continuously improving the business model to offer high-tech solutions

Ziraat Bank continually updates and improves its business model to meet the demands of the digital landscape.

In 2024, ZiraatPay commenced operations in the e-money and payment services sector.The ZiraatPay digital wallet addresses the challenges of carrying cash by offering customers a variety of fast and secure financial transactions. These services include bill payments, money transfers, shopping, QR code transactions, expense splitting, money requests, and a shared wallet feature.
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On the payment services front, ZiraatPay provides virtual payment solutions through POS products, enabling commercial customers to access all bank POS with a single contract.
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The BRSA provided the permit for the establishment of Ziraat Dinamik Banka A.Ş., being set up to provide digital/branchless services in line with the Bank’s vision and strategies for the future. Ziraat Dinamik Banka is the first digital bank in Türkiye, established under the ownership of a financial group, having received BRSA approval on 31.10.2024. Integration with external institutions is currently in progress, and customer acceptance will commence upon the completion of these initiatives.
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Ziraat Bank approaches digitalization comprehensively to facilitate the entire banking process within an integrated ecosystem. In this regard, Ziraat Super Branch, launched in 2022 as the Bank’s Digital Branch service model, aims to elevate customer experience by allowing individual clients to access banking services through digital channels without the need to visit a physical branch.
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The Ziraat Super Branch service model provides retail customers with straightforward, secure, rapid, and easily accessible banking services via digital channels, supported by centrally located portfolio managers. Since its launch in early 2023, the Ziraat Super Branch has successfully reached 1.2 million customers by the end of 2024.
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Ziraat Super Branch customers are offered advantages in terms of interest rates, fees, and limits for many banking products such as deposits, loans, money transfers, investments, and credit cards.
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The “Super Branch Request/Document Submission Screen” has been redesigned to enable Ziraat Super Branch customers to submit their requests quickly and effectively. This innovation was recognized with the Bronze award in the “Innovative Customer Interaction and Experience” category at the PSM Awards 2024.

Ziraat Bank is dedicated to elevating the digital experience for its customers.

The Investment and Stock Exchange Transactions menu in the Ziraat Mobile application allows users to monitor all investment products collectively or individually from a single interface. With user-friendly monitoring screens, customers can quickly access transaction screens while tracking their investments.
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Efforts have been made to streamline the remote customer acquisition process and facilitate product sales through comparison platforms that provide information on banking products and services.
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By starting the remote customer acquisition process from the “I Want to Become a Ziraat Customer” on Ziraat Mobile, it has become possible for individual customers as well as legal entities and sole proprietorship companies to become Ziraat Bank customers through digital channels without needing to go to the branch. As one of the first banks to launch this application in our country, Ziraat Bank has also led the sector in acquiring legal customers through digital channels.
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Within the scope of Open Banking activities, individual and corporate customers may view their account movements and balances in other banks and institutions through the Ziraat Mobile app and the Internet Branch, and carry out money transfers. With the activities carried out within this framework, customers may easily monitor their accounts through Ziraat Bank’s digital channels, while being able to benefit more quickly and efficiently from banking services.
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In order to safely carry out transactions offered through digital channels, customers may safely raise their financial transaction limits within the limits determined by the new ID card NFC feature.
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In order to maintain the highest level of security with International Access/IP security checks, customers may change their international and domestic access preferences by verifying a new ID card or credit card.
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The New ID Card Scanning function is offered to users in the Ziraat Mobile app. Accordingly, individual customers who do not have an updated ID card on the system may scan their new ID cards and add them to the system without needing to go to a branch.
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It is now possible to carry out written calls by connecting to a live response customer representative through the Internet Branch and Virtual Assistant on Ziraat Mobile.
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A new remote acquisition process has been introduced for individuals wishing to become customers of the Bank via Ziraat Mobile without the need to visit a branch, specifically for those whose phones do not support NFC functionality. Under this new process, individuals who are unable to verify their Turkish ID card due to the absence of NFC functionality on their device can still establish their customer status by transferring funds from a personal bank account.
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A customer-oriented service approach was developed through CRM projects, ensuring that the “right” suggestions are provided to the “right” prospective customers via the “right” channel and at the “right” time.

Continuous improvement of the technological infrastructure through adaptable software development and robust information security processes at every stage of the banking life cycle

A Cyber Security Center structure has been established within the Ziraat Finance Group which examines bank systems and alarm mechanisms seven days a week and without interruption, scans for weaknesses or vulnerabilities, collects intelligence and intervenes against cyber threats. It employs a range of network and client security products and devices (DDOS, IPS, EDR/EPP systems, NAC and WAF systems, Firewall, and Email Security Solutions), DLP systems and Web/DNS security measures to prevent data leaks,. SIEM systems to monitor security logs and generate alerts, along with software code review, penetration testing, and vulnerability management systems to ensure the security of all applications in use. These measures are currently operational and functioning seamlessly. Additionally, the traffic density of network devices is constantly monitored, and access rule sets are established according to user profiles by using Proxy for internet access. Role-based authorizations are structured in line with the principle of separation of duties, and log records created on the systems are transferred to the SIEM system. An alarm is generated in transactions that violate the predetermined authorization scheme, and rapid action can be taken with the help of advanced systems.
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As Ziraat Bank, we are refining our ability to detect vulnerabilities by utilizing artificial intelligence and machine learning to identify anomalies in user behavior.

Continuous improvement of business processes by integrating with the latest technologies

Ziraat Bank continuously improves its business processes by integrating them with the latest technologies in order to provide excellence in the customer experience. Ziraat Bank unwaveringly pressed ahead in its work to develop and automate the operational processes of the Head Office and branches in 2024.
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In line with the goals of streamlined back office operations by simplifying screens and processes and increasing the efficiency of operational processes through the addition of new and user-friendly functions to business processes, around 273 million transactions were carried out through the OPİM in the 2024 operating period.
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In 2024, one of the key improvement and development initiatives undertaken by OPİM was the implementation of the “Request Payment” function, operated by BKM. This feature, which offers a practical solution for money transfers, was integrated into the Internet Banking and Ziraat Mobile Money Transfers menu.
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Ziraat Bank’s customer acquisition processes were supported by robotic process automation, and reporting activities were carried out more rapidly and in a manner that reduced the operational workforce.
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In 2024, the Foreign Trade menus of Ziraat Bank’s Internet Branch and Mobile Banking applications experienced significant usage by customers. During this period, over 250,000 transactions were conducted in areas including foreign currency transfers, cash and cash against goods import transfers, issuance and monitoring of Import Letters of Credit (ILCs), querying and monitoring of foreign trade files, and tracking transfers using Swift GPI.

Mobile applications and the In-House Virtual Assistant “Bilge” enhance the daily operations of Ziraat Bank employees.

The ZFG Mobile platform was introduced to streamline daily banking transactions for our employees and provide 24/7 access to Ziraat Finance Group’s corporate applications and information. Based on employee feedback, the application’s menu is regularly updated and designed to be user-friendly.
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The in-house Virtual Assistant Bilge answers employees’ questions under myriad main headings and subtopics, such as basic banking information and the Legislative Information Bank.
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With the Mobile Approval app, which was developed to facilitate business processes with mobile solutions, both branch managers and employees authorized to issue approval may quickly terminate transactions from their mobile devices. This contributed to the prompt delivery of customer approvals and the continuity of business processes.

Continuously increasing our organizational efficiency with satisfied employees who have a strong corporate culture by constantly improving our employee experience by focusing on our Development-Oriented Career and Talent Management approach

Ziraat Bank invests in the professional development of its employees in line with its Development-Oriented Career and Talent Management approach and continuously improves its employee experience with performance evaluation processes based on equal opportunity and motivation-enhancing practices. With these efforts, the Bank aims to ensure corporate loyalty with satisfied employees who are integrated with the strong corporate culture that has left its mark for centuries.

Ziraat Bank lays great importance on training and development initiatives that enhance both the professional expertise and personal skills of its employees.

In 2024, Ziraat Bank provided its employees with continuous professional and personal development opportunities, offering an average of 21.75 hours of in-class training and 40.75 hours of online training per person.
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In 2024, a three-week Executive School Training Program attracted 200 participants.
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During the year, the following special certificate programs were provided with the aim of increasing the competencies of employees, with certificates provided to the employees who completed their training.
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In this context;

• The Data Science with Artificial Intelligence Certificate Program was completed by 47 individuals,

• ISO/IEC 27001: 2022 Information Security Management System Basic and Internal Auditor Training completed by 20 individuals,

• and IRB Certificate Program by 35 individuals

• Thirteen e-certificate programs were launched and made available to employees to enhance their professional development.

The graduate education programs initiated in collaboration with Ankara University in 2021 continued into 2024 with the inclusion of new participants.
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Through the Banking School training platform, we provide employees access to over 8,000 resources via the e-catalog. This e-training catalog includes various engaging e-trainings, videos, audio files, and documents designed for all employees seeking to improve their professional or personal skills. Our Bank has organized the e-training catalog according to basic, functional, and managerial competencies, and has enriched it with new content that supports the professional development of employees, in collaboration with our various units.

Ziraat Bank offers specialized training on its website aimed at raising financial awareness among children and customers.

“Special online training for kids” is offered to raise awareness of savings among children and introduce them to basic financial concepts. These courses offer a chance for children to enjoy learning about topics such as the relationship between money and banks, how banks operate, internet and phone banking, awareness of credit and credit cards and the prudent use of all resources, from money to electricity and water, with themes like “Money-Bank Island, Savings Island, Credit and Credit Card Island, Budget Island.”
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Additionally, the website provides training on financial literacy, secure credit card usage for customers, as well as agricultural insurance topics.
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The First Step digital platform has been implemented to contribute to the development of university students who are interns at the Bank and to ensure that they use the time during their internships efficiently.
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The digital platform offers students access to a variety of content, including videos, e-learning modules, and reading materials on numerous topics. To ensure that internship students have a structured experience, the platform also facilitates applications such as training sessions, surveys, informational messages, and evaluation exams.
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Ziraat Bank participated in Career Summits and Regional Career Fairs in cooperation with the Presidential Human Resources Office to meet with university students in 2024, as in previous years. In addition, approximately 1,000 university students were offered internships in various units of the Bank in 2024 within the scope of CBIKO Internship Mobilization. Participation in these events and internships aimed to raise the career awareness of university students and strengthen the Bank’s employer brand value, thereby attracting talented young individuals to the Bank.

To offer customers services that will be available to them at every moment and on every platform, within the framework of the service models of the future

Ziraat Bank offers new products and services in cooperation with the entire ecosystem in order to provide its customers with better banking and financial opportunities to meet their needs.
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In 2024, we collaborated with 17 companies to boost the Ziraat Super Platform, a digital ecosystem designed to provide exclusive benefits to Ziraat Super Branch customers through partnerships with companies from various sectors in non-banking products and services.
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Within the scope of Open Banking activities, individual and corporate customers may view their account movements and balances in other banks and institutions through the Ziraat Mobile app and the Internet Branch, and carry out money transfers. With the activities carried out within this framework, customers may easily monitor their accounts through Ziraat Bank’s digital channels, while being able to benefit more quickly and efficiently from banking services.

To maximize customer satisfaction by creating integrated financial solutions in all countries where the Ziraat Finance Group operates

To address the financial needs of its customers both in Türkiye and internationally, the Bank is implementing a strategy to establish new branches, representative offices, and subsidiary banks abroad. This initiative aims to raise the Bank’s effectiveness in its current and target markets, foster dynamic international synergy within the Ziraat Finance Group framework, and strengthen Türkiye’s economic ties with the nations in which it operates.

Rising synergies with Ziraat Finance Group

In alignment with Ziraat Bank’s strategy and vision to optimize the performance of its overseas subsidiaries and branches, the Bank is committed to fostering commercial and economic relationships between these countries and Türkiye. As a result, the Ziraat Finance Group’s (ZFG) share of the global foreign trade volume is rising, and the development of foreign trade among ZFG countries remains a priority.
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Ziraat Bank intends to do the following:

• To create a dynamic and effective synergy between its domestic subsidiaries, which are complementary to its financial activities, and its overseas subsidiaries spread over a wide geography, within the framework of Ziraat Finance Group’s vision,

• To contribute to the development of commercial and economic relations between Türkiye and the other countries in which it operates, to play a strong role in the financing of foreign trade, and to capture a high share in this area thanks to its wide overseas subsidiary network,

• To provide a variety of products and services at a global level, as well as time and cost advantages, thanks to effective communication and fast business processes by contributing financially to the transaction flows of its customers around the world,

• To introduce new/pioneering financial technologies to the regions where it operates.

Within the framework of its subsidiary policy built on the foundations of efficiency, Ziraat Bank has created a subsidiary portfolio offering a competitive advantage in the national and international arena. The bank provides services both locally and globally through its domestic subsidiaries operating in various areas of the Turkish financial sector, as well as through its overseas subsidiary banks.

Ziraat Bank has developed its operations in the field of International Branch Banking in line with its international banking strategy and vision. The Bank undertakes successful International Branch Banking operations with the following main objectives;

• Improving commercial and economic relations between Türkiye and the countries where we operate, and playing a significant role in financing foreign trade and capturing a substantial market share,

• In alignment with Ziraat Finance Group’s vision, establishing a dynamic and effective synergy between our strong parent bank, complementary domestic subsidiaries, and our extensive international network,

• Offering customers time and cost advantages at a global level, along with a diverse range of products and services, by leveraging effective communication and rapid business processes,

• Converting buyers and/or sellers of Turkish customers abroad into clients of our overseas branches and subsidiaries, establishing ourselves as their global financial contact point, and ultimately adding value to the Ziraat Finance Group.

• In our overseas operations, attaining profitability through a healthy and efficient balance sheet structure, ensuring sustainable profitability. Through effective management of our balance sheet, supporting the growth of our foreign branches and subsidiary banks in line with the Bank’s primary strategy, channeling resources to the most impactful areas to enhance their contribution to Ziraat Finance Group’s overall balance sheet.

Integrating the principles of environmental and social risk governance into the business model

Ziraat Bank aims to create added value with the principle of respecting people and the environment, in line with its sustainability policy.

Ziraat Bank employs environmental and social risk assessment in investment projects.

Inadequate assessment and management of environmental and social impacts and risks can lead to reputational loss and financial risks for both banks and investing companies. Therefore, it is crucial that credit assessment processes consider and appropriately manage environmental and social impacts and risks alongside financial, technical, and economic issues.
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With this awareness, Ziraat Bank has created the “Environmental and Social Impact Management Policy in Lending Activities” to integrate universally recognized sustainability principles into its business model. This policy sets out the principles of environmental and social impact management, aiming to ensure that the projects financed by the bank provide high environmental and social contributions.
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Under this policy, loan requests for projects with an investment amount exceeding USD 50 million are subject to environmental and social assessments.
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Activities on the “Non-Financed Activities List,” which are prohibited or restricted by national legislation and international conventions to which Türkiye is a party, will not receive financing without undergoing a financial, technical, environmental, and social impact assessment. Projects and loan applications not included in the “Non-Financed Activities List” and exceeding a certain threshold are assessed using the Environmental and Social Risk Assessment Model. Risks are categorized, and an action plan is developed and monitored.
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In 2023, the Bank completed its inaugural sustainability reporting for the Carbon Disclosure Project (CDP), one of the world’s leading environmental initiatives. By 2024, significant advancements were made in the second reporting process. Based on the assessment results, our Bank achieved an A rating in the Water Security category, qualifying for the CDP’s prestigious A List, and a B rating in the Climate Change category, which is a notable accomplishment.
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By the end of 2024, a total of TL 58 billion was disbursed through our environmental loan products, including energy efficiency and renewable energy loans, particularly our SPP loans.
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In order to support sustainable banking, digital slips were produced instead of physical slips for transactions carried out using Ziraat Bank cards.

The SPP project in the Kayseri Pınarbaşı district is set to become fully operational in 2025.

Ziraat Bank prioritizes the efficient use of natural resources and primarily meets its energy needs through renewable sources. To supply electricity to its service units, the Bank is implementing a solar power plant (SPP) project with a total installed capacity of 64 MWp in Kayseri Pınarbaşı. This project is part of the Bank’s Unlicensed Solar Power Plant initiative and is expected to be completed by 2025.

Each year, Ziraat Bank takes significant steps to fulfill its social responsibility mission.

In 2024, the Bank continued its support for school construction and improvement projects in priority development regions through the “Children on Vacation, Schools in Renovation” initiative.
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In line with its commitment to social responsibility, the Bank also supported the 2024 Culture Road Festival, which featured events in various cities. These events took place in historical and cultural venues, allowing art enthusiasts to engage with numerous artists.
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Additionally, the Bank sponsored the 31st International Aspendos Opera and Ballet Festival, one of Türkiye’s oldest cultural celebrations, organized by the General Directorate of State Opera and Ballet.

Sector Risks and Ziraat Bank’s Response

Ziraat Bank boasts a specific risk management mechanism predicated upon international standards and applicable national laws, and developed in line with its effective and sustainable business model and strategies.
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Risk is a concept that encompasses a variety of factors creating uncertainty or deviation from an organization’s objectives. This concept not only includes threats to the organization’s strength or existence but also potential opportunities.
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The financial services sector which Ziraat Bank operates in is shaped by various components ranging from economic and geopolitical developments to changing regulations and global trends, as well as societal issues. As it navigates an environment of constant change to achieve its goals and create long-term value for stakeholders, the Bank faces various risks.
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In line with its effective policies and strategies, Ziraat Bank closely monitors existing and potential risks and implements proactive risk management practices to contribute to the sustainability of the ecosystem.
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The following table provides a general overview of the key risks aligned with Ziraat Bank’s strategy and the Bank’s responses to them: