ToTaL ToTaL operations and Technology

masing turun sebesar 40,91, 8,02, dan 6,41. Penurunan kinerja produk pinjaman UMKM tersebut disebabkan oleh pembayaran pinjaman yang dilakukan oleh nasabah dalam jumlah yang lebih besar dari penyaluran pinjaman UMKM baru di tahun 2015. Dalam meningkatkan kinerja penyaluran pinjaman selanjutnya, Bank akan berfokus pada sektor ekonomi yang memiliki kinerja yang baik di masa sebelumnya dan masa akan datang yang menjadi appetite Bank. Selain itu, Bank akan mendorong kinerja kantor cabang yang secara khusus membidangi penyaluran kredit dan mempercepat SLA kredit dengan memperhatikan prinsip kehati-hatian. Jasa LaYanan Jasa layanan merupakan usaha penunjang yang disediakan Bank Victoria untuk memberikan kemudahan kepada nasabah Bank dalam melakukan berbagai kegiatan. Dalam mendukung kinerja jasa layanan, selama tahun 2015, Bank melakukan pengembangan sistem dan aplikasi yang diwajibkan oleh Bank Indonesia, antara lain Sistem Kliring Nasional Generasi II SKN Gen II dan Real Time Gross Settlement II RTGS II untuk meningkatkan service level agreement dalam pelayanan transfer, serta mendukung peningkatan keamanan terkait kartu chip. Bank juga mengembangkan inovasi layanan berupa upgrading corebanking dan switching untuk mendukung implementasi internet banking dan mobile banking. Selain meningkatkan kualitas dan keamanan dalam bertransaksi terkait jasa layanan yang diberikan, Bank juga melakukan program Smile Campaign dan membentuk Customer Care untuk meningkatkan kualitas pelayanan prima di seluruh kantor cabang Bank. Inovasi yang dilakukan tersebut telah berhasil meningkatkan kinerja jasa layanan Bank di tahun 2015. Tabel Jasa Layanan Table of services dalam Juta Rp in Rp million Uraian 2015 2014 Pertumbuhan Growth Description 1 2 3 4=2-3 5=2-33 1 Surat Kredit Berdokumen Dalam Negeri SKBDN 10,432 501 9,931 1,982.24 SKBDN Western Union 2,551 9,245 6,694 72.41 Western Union Kliring 7,750,950 5,895,555 1,855,395 31.47 Clearing Bank Garansi 182,980 177,920 5,060 2.77 Bank Guarantee Pembayaran Listrik PLN PLN Bill Payment Postpaid 452,962 473,113 20,151 4.26 Postpaid Prepaid 1,284 1,499 215 14.34 Prepaid Pembayaran Telkom 11,598 8,255 3,343 40.50 Telkom Bill Payment Pembayaran Gaji Karyawan 201,131 51,194 149,937 292.88 Employee Payroll Money Changer - 5 5 100.00 Money Changer ATM Victoria 835,673 590,164 245,509 41.60 ATM VICTORIA ToTaL 9,444,501 7,212,511 2,231,990

30.95 ToTaL

performance was due to loan repayments by borrowers that was larger than new SME lending in 2015. In improving future lending performance, the Bank shall focus on the economic sectors that have shown excellent performance in the past and will continue to do so in the future, and also that are aligned with the Bank’s appetite. In addition, the Bank will support the performance of branch oices that will speciically be designated for lending and accelerating lending SLA by taking into account the principle of prudence. FinanCiaL seRviCes Financial services is a supporting business of the Bank that provides convenience to its customers in performing various activities. To support the performance of its inancial services ofered, in 2015 the Bank began the development of systems and applications as required by Bank Indonesia, among the Generation II National Clearing System SKN Gen II and Real Time Gross Settlement II RTGS II to improve the service level agreement in transfer services, as well as to increase security related to the use of chip cards. The Bank also developed innovation in services such as the core banking upgrade and switching to support the implementation of internet banking and mobile banking. In addition to improving quality and safety in transactions related to services rendered, the Bank also implements the Smile Campaign and established Customer Care to improve the quality of service at all branch oices of the Bank. These innovations have clearly improved the service performance of the Bank in 2015. Kinerja jasa layanan Bank didominasi oleh layanan kliring. Secara keseluruhan, kinerja jasa layanan di 2015 mengalami peningkatan sebesar 30,95 atau menjadi Rp9.444,50 miliar dari Rp7.212,51 miliar di 2014. Peningkatan tersebut berasal dari peningkatan SKBDN, pembayaran gaji karyawan, ATM Victoria, pembayaran Telkom, dan kliring yang masing- masing meningkat sebesar 1.982,24, 292,88, 41,60, 40,50, dan 31,47. Peningkatan jasa layanan tersebut disebabkan kemudahan yang ditawarkan Bank yang menyebabkan semakin tingginya permintaan nasabah atas jasa layanan terkait, khususnya layanan kliring. Namun demikian, beberapa kinerja jasa layanan menunjukkan penurunan. Penurunan tersebut terjadi pada jasa layanan money changer, Western Union, dan bank garansi yang masing-masing menurun sebesar 100,00, 72,41, dan 2,77. Penurunan juga terjadi pada pembayaran listrik PLN prepaid dan postpaid yang masing- masing menurun 14,34 dan 4,26. Penurunan kinerja jasa layanan tersebut khususnya disebabkan oleh perlambatan pertumbuhan ekonomi global maupun domestik yang menyebabkan menurunnya nilai transaksi jasa layanan Western Union oleh nasabah yang merupakan tenaga kerja Indonesia di luar negeri. Selain itu, perlambatan ekonomi juga menyebabkan direschedulenya pengerjaan beberapa proyek yang membutuhkan bank garansi. Dalam upaya untuk meningkatkan kinerja Western Union dan bank garansi, Bank telah menetapkan langkah ke depan. Peningkatan kinerja Western Union dilakukan dengan mengupayakan agar cabang lebih proaktif dalam menawarkan jasa layanan terkait kepada nasabah, meningkatkan status subagen menjadi agen, serta melakukan refreshment kepada pegawai yang menangani transaksi Western Union. Sedangkan peningkatan kinerja bank garansi, selain dilakukan dengan mengupayakan lebih proaktifnya cabang dalam menawarkan jasa layanan terkait, juga dilakukan melalui kerja sama pembukaan bank garansi dengan Badan Usaha Milik Negara BUMN. KineRJa seGMen UsaHa Segmen usaha adalah sekelompok aset dan operasi yang menyediakan barang atau jasa yang memiliki risiko serta tingkat pengembalian yang berbeda dengan segmen usaha lainnya. Dalam menjalankan kegiatan usaha, Bank Victoria membagi segmen usaha berdasarkan peraturan kebijakan akuntansi, yaitu berdasarkan segmen operasi dan segmen geograis. seGMen oPeRasi Segmen operasi Bank dikelompokkan berdasarkan PSAK 5 Revisi 2009 mengenai “Segmen Operasi”. Berdasarkan peraturan tersebut dan kondisi Bank, segmen operasi Bank Victoria disajikan berdasarkan bank umum - konvensional dan bank syariah. The Bank’s services were dominated by clearing service and the overall performance of services in 2015 increased by 30.95, with a value of Rp9,444.50 billion compared with Rp7,212.51 billion in 2014. The increase was derived from the increase in SKBDN, employee payroll, ATM Victoria, Telkom bill payment, and clearing, respectively by 1,982.24, 292.88, 41.60, 40.50 and 31.47. The increase in these services was due to the convenience ofered by the Bank, which led to greater demand among customers for these services, in particular clearing. On the other hand, some services showed a decline in performance. Decline was seen in money changer service, Western Union, and bank guarantee, by 100.00, 72.41 and 2.77, respectively. Decline was also seen in PLN prepaid and postpaid bill payment, by 14.34 and 4.26 respectively. The decline in the performance of these services was especially due to the slowdown of the global and domestic economic growth which caused a decline in the value of Western Union transactions by clients who are Indonesian workers abroad. Moreover, the economic slowdown has also led to the the execution of several projects that require a bank guarantee being rescheduled or postponed. In an efort to improve the performance of Western Union and bank guarantee services, the Bank has determined future measures to be taken. The performance of Western Union will be improved by ensuring that the branches are more proactive in ofering such services to customers, improving the status of subagents into agents, as well as conducting a refreshment course for employees handling Western Union transactions. To improve the performance of bank guarantee service, the Bank will pursue a more proactive strategy in its branches when ofering such services, and also will enter a cooperation for opening bank guarantees with State Owned Enterprises SOEs. BUsiness seGMenTs PeRFoRManCe A business segment is a group of assets and operations that provide goods and services that have their own set of risks and returns that difer from those of other business segments. In running the business, Bank Victoria divides its business segments based on the accounting policy it adopts, i.e. by operation and by geographical location. oPeRaTinG seGMenTs The Bank’s operating segment is categorized based on the PSAK 5 Revision 2009 on “Operating Segments”. Based on these regulations and the conditions of the Bank, the Bank’s operating segments are presented under conventional commercial bank and sharia bank.