Diversified skills development within the Poste Italiane Group
Mail, Parcels and Distribution
Training initiatives focus not only on upgrading skills and verifying compliance with IVASS and ESMA regulations, but also on developing digital skills, innovation and the management of change and complexity. The Group invested in important training projects, involving the commercial structures of the Post Office Network and the Business and Public Administration Market. In 2023, in line with the regulations of the financial and insurance industry, the usual ESMA/IVASS-compliant induction and refresher training programmes were implemented for sales staff, customer service staff and internal trainers of the BP-Channel Product Support function. The mapping of development and training needs (annual assessment) was conducted for both the financial and insurance areas with a particular focus on Anti-Money Laundering, Credit Protection Insurance policies, supplementary pensions and Ethics. In December, the ESMA tests valid for maintaining the ISO 22222 investment advisory service certification of MP’s sales network were completed. Training activities in the area of Postal Savings included in the distribution agreement with Cassa Depositi e Prestiti also started in 2023. In support of the Polis Project, training was provided to Post Office network staff progressively involved in the provision of Public Administration services to citizens: INPS certificates and voluntary jurisdiction for the Ministry of Justice. In addition, a specific basic knowledge initiative on Polis objectives and characteristics was dedicated to the entire company population. In the Customer Operations sector, particularly in the area of Customer Assistance, training initiatives were launched dedicated to specific targets such as Tutor Trainers, Operations Tutors and Financial Services Operators focused on the evolution of the assistance model towards a greater commercial proposition and an integrated and omnichannel customer experience. It is also worth mentioning the launch of a specific training project on Artificial Intelligence and Conversational Design dedicated to resources working in the Customer Service Models structure. In the Postal and Logistics area, training initiatives were carried out, in continuity with last year, to foster the orientation towards transformation through the dissemination of the Lean methodology as a cultural model and approach to work, as well as specific projects concerning postmen and women and other professional figures, thus also strengthening management and operational effectiveness. In particular, training courses were held for Quality Managers and Safety Specialists, with the aim of enhancing integration, proactivity and cross-functional relations. To further support technical expertise and with a view to continuous improvement, training initiatives were carried out on the Methods- Time Measurement (MTM) methodology. In the area of Information & Communication Technology (ICT), numerous training activities were carried out to develop, strengthen and update specialised IT skills. Given the highly specialised and broad context of Information Technology, the acquisition of an ICT Catalogue of over 4,800 courses made it possible to cover the thematic macro-areas of interest, supporting the training of specifically qualified structures.
For Group companies, we highlight the training initiatives implemented by SDA to pursue innovation and optimisation in order to meet future challenges related to new business, and the training activities carried out by Poste Air Cargo to maintain and develop the specific knowledge of flight and maintenance personnel. With reference to Nexive, the Quality culture initiatives aimed at increasing awareness of the importance of customer value within the Group’s Quality model are highlighted. In Postel, with the aim of accompanying the transformation phase of the company’s business model, a training course on Digital Marketing skills was set up, aimed at supporting the strengthening and evolution of the skills of the professional family in the light of the changes in the context, market and offer (digital and innovative services). Finally, MLK Deliveries Spa completed the mandatory regulatory courses aimed at ensuring the compliance of company processes and activities.
In the Corporate sector, training plans were implemented for the Real Estate function on both energy and environmental and safety site compliance. In addition, in the last quarter, a knowledge mapping exercise was initiated in B.I.M. (Building Information Modelling) in order to customise the designed training courses to the specific needs and peculiarities of the resources involved. In the area of Corporate Protection, training initiatives on Physical Security involved specific targets on active security topics such as best practices in the design of video surveillance systems and anti-robbery and anti-intrusion and passive security systems as reference standards and design of an integrated, burglar-resistant system. Training was also provided on security management issues, in compliance with national regulations and the international standard, with the launch of training initiatives on emergency management in the event of adverse events during travel (travel risk management) and on security management at major events. In the regulatory/contractual area, the year saw training courses dedicated to the impact of the Cartabia reform on civil and criminal proceedings and to the new Public Contracts Code. For the Communication function, training continued, aimed at upskilling skills, consisting of courses on the evolution of social media, mobile and digital journalism, effective writing techniques and data storytelling.
Finally, a series of meetings on inspirational topics involving academics and testimonials from external companies was launched for the Human Resources function.
Update meetings on key internal HR processes such as people and performance management were also held. In the area of Administration, Finance and Control, specialised courses were organised, with internal lecturers, on tax matters (settlement deeds and tax treatment of framework agreements and delivery vouchers). Training activities also continued, at various levels, on a wide range of ISO standards (D&I, corruption management and prevention, business continuity, quality, computer incident prevention, privacy, etc.).
Financial Services
At BancoPosta, a training initiative on Consumer Protection was carried out to deepen knowledge on the subject across the function (e.g.: Marketing, Channel Product Support and Compliance) and specialised training for the Compliance function on Data Literacy and Financial Intermediation Risks. In order to offer BancoPosta people the same training opportunities as the reference sector, an agreement was made with ABI for the participation of professionals in training courses organised by the Association. In order to support business developments, a collection of synchronous training proposals from leading market institutions on the topics of industry evolution (Observatory “Innovation in Financial Services”) was compiled.
At BancoPosta Fondi SGR, the offer of sector-specific regulatory courses continues (e.g. Knowledge and Competence, Privacy, Anti-Money Laundering, Business Continuity and Management etc.). With regard to technical-specialist training, the focus was on strengthening industry-specific skills. In this context, the training activity “Money Market Derivatives” was proposed, which analyses the return and risk profiles of a bond portfolio and illustrates how to use instruments to control interest rate risk and volatility. Initiatives were also promoted to explore the skills required for the company’s activities, with a focus on “sustainable finance”, considering the BancoPosta Fondi SGR position as one of the main players within the Poste Italiane Group in this area.
Insurance Services
The aim of the training for the PosteVita Group (PosteVita, PosteAssicura) was to update the skills of the various professionals. In particular, the updating of skills has concerned regulatory and compliance issues specific to the insurance sector (IVASS regulations, Legislative Decree 231/01, Anti-Money Laundering and Anti-Terrorism, Quality and Anti-Corruption, GDPR Privacy, Information Security, Fraud Management, Occupational Safety, Sustainability and Company Policies, ISO 9001 and 37001, Data Quality, Business Continuity Plan, Company Regulatory System, Privacy-Processing Register). In addition, training activities were aimed at developing specialised knowledge of the company’s business, such as actuarial issues, risk and claims management, regulatory updates on insurance product design and sustainability factors in the insurance industry. Courses were offered on IT aspects such as the use of Bloomberg financial software to support investment management and asset allocation, as well as training on innovation, digital transformation and blockchain. In addition, refresher courses were provided on finance topics such as financial statements and taxation in insurance. Finally, at NET Insurance, in order to support the company’s strategic plan, the main regulatory issues, both general and specific to the insurance sector, were addressed in 2023, technical and specialised training courses were provided (P&C Technical Training, Finance, Innovation, ESG, SQL Training, Agile, ITIL, etc.), and Development, Welfare and Equal Opportunity and Transversal Skills courses were offered.
Payments and Mobile
The training courses dedicated to Postepay continue to focus on cross-cutting topics, with a focus on digital, financial and professional effectiveness. The Group promoted the strengthening of skills in banking, service design and ICT. At Postepay, a training initiative on Consumer Protection was implemented to deepen knowledge on the subject across the function. Training on specific target groups on Banking Transparency issues also continued, and, in order to provide a comprehensive compliance training proposal, a number of Digital Compliance events were held. To foster managerial development and the acquisition of key competencies for the company, several Executive Labs and mini-master courses were delivered in cooperation with leading national and international business schools. Finally, the higher education programmes continued with diversified Master’s programmes on Competition Law and Innovation, Data Science and Quantitative Finance, Marketing & Sales and Flex ESG and Sustainable Development.