Professional Documents
Culture Documents
August 2015
Summary
37
August 2015
MANAGEMENT COMMENT.................................................................................................................................................................................................... 3
Another milestone in the corporate protection
REPORT .................................................................................................................................................................................................................................................................... 4
Always on the lookout to protect our customers' interests
Beauties and torments of measuring work performance
Your feedback for better customer feedback
THE WORLD OF SECURITY .................................................................................................................................................................................................... 9
How to manage strictly confidential information
IN THE FOCUS .......................................................................................................................................................................................................................................... 10
The story of Inserter
MEET THE TEAM .................................................................................................................................................................................................................................. 12
Clearing and reconciliation team
TRAINING AND EDUCATION ............................................................................................................................................................................................ 14
Personal improvement in the service of the company
STANDARD SPOTTING ............................................................................................................................................................................................................... 15
Corporate template for PPT presentations
EVENT ................................................................................................................................................................................................................................................................. 16
Happy campers
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Whisper
Internal newsletter of Intesa Sanpaolo Card
Editorial Board: Ana Zvonari, Ante Grkovi, Doris igon, Gordan Krianac, Ines Prkain, Iva
Penezi, Janja Savi, Kate Miljkovi, Marjeta Melan, Marko Marijanovi, Milan Medi, Nikolina Maras,
Sta Dvornik, Vedran Klanac, Zlata Jelovac, eljko Jurin
Graphic design by Unex Group, Croatia, Zagreb
Newsletter reserved to the staff of the Intesa Sanpaolo Card
Available on Intesa Sanpaolo Card intranet
Cover: The Inserter room, taken by Iva Penezi
Another milestone
in the corporate
protection
M an agemen t c o mm en t:
JAS NA F U MAGALLI,
Compliance, certification, security, trust... these are all the buzzwords that some poeple associate with
the adjectives: crucial, protective, prioritized but also with the not so favourable attributes like difficult,
nuisance, boring...overrated?
In reality, many of you know that the word "compliance" enters in our focus especially in the period
between July and September, due to the annual on-site audits and re-certification against PCI DSS,
Personalization Bureau and Verified by Visa. Almost as a rule of thumb, each year these standards
become more demanding and challenging for any organization. Also, the regulation is rapidly changing,
with inevitable threats of fines - there are ever more cases of organizations paying high price for noncompliance (like Target paying Visa card issuers up to $67 million for data breach in 2013).
You have all probably heard of the two huge security
data breach cases that occurred recently - Ashley
Madison and Uber - with consequences that are still
to be understood and paid for. We can also notice that
manufacturers are rushing to put just like connectivity
into electronic devices, whereas hackers are rushing
to show that theyre designed with a disregard for the
most basic security principles, which endanger all users,
both physical persons or companies.
Suma sumarum, this is very challenging time for those
who work in the field of compliance and risk reduction
in general.
Security professionals are bound not only to rethink the tools, systems and processes they use for
combating advanced threats but also to use their creativity in creating alerts and rules for combating
security treats. The use of security relevant data in as much context as possible is a must to understand
what is normal and what is not. Our log management system produces as many as 2500 alerts per
minute so it is obvious that we had to make a further move in order to process these data. Therefore
we have successfully implemented a SIEM product (Security Information Event Management), based
on Splunk, that allows the security office a unique and full insight into security events generated at
massive scale on all IT assets.
Whenever a security issue is detected, the system generates an alert in its internal ticketing system and
allows to our team to quickly inspect and analyze what caused the alert. This further allows fast incident
response and the ability to detect and respond to known, unknown and advanced threats.
As the whole system is implemented on a scalable and flexible platform, this is just the first step in
bringing the security of Intesa Sanpaolo Card to a higher level the more machine data the system
processes, the better the detection of advanced threats will be.
This step is a new milestone in ensuring that our Company is better protected and that threats by external
or internal attackers are detected faster and resolved more effectively. However, the technology is not the
weakest link here, but there are three sore spots: people, policies and procedures. That is why I would
like to thank to all of you that are contributing to the improvement of our every day security posture,
and helping us to successfully pass audits. Finally, let me invite all members of our community to take
an active role in preserving client trust and, in a nutshell, in preserving our Company and our jobs!
3 WHISPER
REP ORT
REP ORT
Teamwork
As with any great service, teamwork is a crucial part of it. In case of Advanced Fraud management
service, in addition to Fraud Management Department and Call Centar Unit, there is a number of
other organizational units that have contributed in launching this one: Intesa Sanpaolo Card Belgrade
Branch Office, Organization department, Extended Services Team, Tax Team, Legal Department,
Service Management Department and Business Performance Management Department.
Advanced fraud
monitoring has started
to roll thanks to this
great team that makes
sure our clients are
safe 24/7
REP ORT
6 WHISPER
REP ORT
Will APA increase your salary?
Probably all of you are interested in the use of APA results.
One of the most relevant for you is to support salary increase
requests. This doesnt mean that good result itself is enough for
a salary increase, but it is necessary information in the moment
when HR receives request for your salary increase from your
manager. Also, we are extracting those who possess some
key knowledge in order to ensure knowledge sharing and to
avoid having too many single points of failure. Another effect of
APA is improving APA itself. Every year we prepare a detailed
report for Management Board and then is discussed which
are implications of results and what can be further improved
in the process.
7 WHISPER
REP ORT
IMPORTANT
Without a doubt, these are some impressive figures. Nevertheless, we wanted more so we started a new concept
of conducting surveys with a new tool, called Oracle Right
now solution, that will enable PSS to have more flexibility,
transparency and a wider spectrum of possibilities within
the same budget range.
8 WHISPER
THE WORL D OF SE C U RI TY
Through the obligatory process of classification of the information, The Company assigns a special value to information, which
is, in many aspects, the most important asset of our organization.
In our Company we assign three categories to the information:
strictly confidential, significant and normal. (Detailed information
on classifying information can be found in the respective rulebook).
The protection of information is based on the principle that information
is protected by adopting effective and efficient countermeasures in
proportion to the value that the same information has for the company. In this article we would like to list the measures that should
be applied when dealing with strictly confidential information, which
also encompass the documents life cycle.
9 WHISPER
IN THE FOCU S
For the time being, the room is equipped with the basic conference equipment: several tables, approx.30 chairs, two white
boards, coffee machine, Wi-Fi connection
Why Inserter?
In tribute to the former subtenant, this room was named
after the inserter, a machine for automatic mail processing
that found here its last asylum, before the entire operational
IN THE FOCU S
of our business counterparts wanted to get acquainted with
the machine with the capacity of 3500 envelopes per hour representatives from ZABA and Croatian Post Office rushed
to Lastovska to check out the wide range of Inserters possibilities in the automatic preparation of materials for mailing.
During all that time Inserter was operated en passant, that is,
without a dedicated team, but with employees who jumped
to the aid alongside their regular jobs, under organization of
Darko Habu.
Logically, with constant growth of cardholders the daily mail
volumes were also increasing, requiring an organized team
operating in shiftwork. Robert tipak, currently Head of Risk
Portfolio management, was appointed the team Inserter team
leader, having run the unit since 1998 with strong support of
Aleksandar Iri and Radojev Rora, who was in charge of
technical maintenance. From 2002 till the end, Inserter was
operatively led by Aleksandar Iri, under supervision of Darko
Habu, with a number of other employees including Zoran
Kralj, Franjo Marku, Drako Sadak, Vid and Vlado
Soleniki, Nemanja Iri, etc. This team has also welcomed
the last version of Inserter machine that arrived from Sweden
in 2006 and soon got popularly nicknamed veo. In its entire
existence, in the period from 1993 -2012, the four versions
of Inserter processed more than 180 million of various paper
units, all neatly folded and inserted in 85 million envelopes!
The last photo with veo taken on the day of its departure,
January 2nd 2012, when inserting process was finally outsourced.
First row, from left to right: Vid Soleniki, Darko Habu, Ujo (!),
Mislav (from CityExpress). Second row: Drako Sadak, Aleksandar Iri, Mihael Hini
Hardworking cowboys
Whenever our management hosted important guests, theyd
bring them to see the inserter. Still, for as much as it was great
show-off, this machine gave us a lot of headaches. Shortly
after the arrival of the last and the most sophisticated inserter,
we detected several deficiencies on it. All the advice from the
factory experts and many hours spent on conference calls
proved useless. Finally, Rora, Saa Iri and I decided to fix
it our way, both hardware and software wise, and managed
to set it right. The most valuable lesson we got from Inserter
is the ability to improvise - recalls Robert tipak.
He also keeps many great memories from these days.
The superiors conceded us a lot of independence in our
work which was largely appreciated. We used to work
endless hours, including nights and weekends, all to meet
the strict deadlines. But then we also knew how to indulge
ourselves after hard work loud music accompanied by
smell of good food was usually coming out from our room.
Those were real cowboy days that brought us many
good laughs; we were always playing pranks on each
other. The atmosphere in the Inserter room was always
fantastic. concluded Robert.
(Actually, he didnt conclude his story with that but with a
number of juicy anecdotes, but that will have to remain off
record. Take any of the inserter people for a coffee and you
may find out!).
In any case, the Inserters story is weaved around collegiality,
hard work and fun. Yes, occasional disagreements happened,
but would soon be overcome by the good spirit of Inserter.
May that very same spirit remain in Inserter room forever and
possess all of you who enter it.
11 WHISPER
Operational tasks
Chargeback team and application support
Certications
+ some specific inherited activites:
GL accounting
GL reporting open positions
Authorizations of merchant payments
Quarterly reporting to card schemes (MC/VI)
Pre-Edit
Edit Package
Sopra InterPel
CMS
ZMS
Exact
UC4
BKScan
13 WHISPER
day education on employee communication and management. Our trainer was Daniel Hirschler, an ex-journalist from
Germany that is now an experienced consultant, trainer and
moderator specialized in organization, communication, teambuilding and leadership.
The training was just for the three of us, which gave us enough
opportunity to actively engage, to focus on specifics that are
relevant to our company, our departments and, of course, us.
It was a great opportunity to get to know each other better,
bond and exchange experiences as we are based on three
locations - Jankomir, Radnika and Koper.
We started the education by finding out that trust is the pillar of
good communication; starting on the standpoint that Im ok
and youre ok enables a successful communication. This was a
concept that the three of us really took on board as we are aware
that often we judge people or have low self-esteem in certain
situations. During the exercises it was amazing to see how these
states of mind affected the message that we wanted to get across.
We learned that every communication has four sides: factual
(facts and figures), appeal (the speaker declares what the listener
should do), relationship (express sympathy and antipathy) and
self-revelation (self-disclosure of the speaker). Being aware of
those sides and adjusting your message to the context is the
key to be successful in communication.
We also learned about leadership styles, which styles are we
comfortable in and how can we adapt to other styles. As all
three of us are heads of units this will be very helpful, as well
as the conflict resolution tips that we received. We even had
the opportunity to discuss actual conflicts in our work lives
and find out our own conflict styles. We did some exercise on
active listening and negotiations. We also learned some new
things about motivation and culture.
Overall, I feel we really made a step forward on everything that we
already learned in the first two sessions of the TDP and received
great hints and practice tools for the future. Its now our
responsibility to try to put as many of those in practice.
Our trainer admitted ours was not a common form of
training (having only three participants), but nevertheless we had the opportunity of having a coach
for three days! I would heartily recommend this
training to anyone.
This experience was really priceless to me. In
our everyday rush we tend to forget to think
about how successful
we are as communicators, facilitators,
leaders, listeners
But being mindful of
the environment and
relationships that we
create and affect could
really help us to achieve
our goals.
14 WHISPER
STANDARD SPOTTING
DO NOT USE
USE
EVEN T
HAPPY
CAMPERS!
The favourite summer escape for the kids of the
employees from ISBD continues to be Follonica
camp, a sunny children resort in Vilaggio Marino
di Follonica in Italy, situated on the Tyrrhenian
coast. This time five children of ISP Card
employees spent wonderful two weeks in Italy.
As could be expected, most of them singled out
the visit to Aqua Park as the most remarkable
event of the camp, whereas a day visit to Rome
and seeing the most important landmarks of the
Eternal city got also stuck in their memory as
a highlight.
There were many wonderful moments in the
camp, but what intrigued me and couple of my
friends the most, was our special hide-away
place within the camp complex. We found a
table and a bench carved in the stone, hidden
in the woods and used to go there and hang out
imagining were knights and princesses from
the past said Leon Grdini.
The entire
Croatian crew
on the beach
WHISPERcampers
16 Happy
TEAMWORK
IS MAKING THE
DREAM WORK
1st
in the world
2 nd
in Europe
Implementation of the
HCE pilot and commercial
launch for Visa with
VB Banka
Implementation of the
HCE pilot and commercial
launch for American
Express with PBZ
1st
in South-Eastern
Europe, CIS countries
and the Serbian market
Implementation of the HCE
pilot for Visa with Banca
Intesa Belgrade
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