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Transformation Stories
of Ipoteka bank
OTP Group

Transformation is a journey shaped by people who challenge processes, launch ideas, adopt new ways of working, and help redefine what banking can be. Here are the stories behind that change

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Transformation Stories <br> of Ipoteka bank <br> OTP Group

Our Transformation from 2023 to Today

Financial Results

All results are presented in accordance with International Financial Reporting Standards (IFRS) · Q1/2026
Total Assets
+14,8% YoY

Total Assets

55,79 trillion
Operating Profit
+25,4% YoY

Operating Profit

637,8 billion
Total Equity
+25,7% YoY

Total Equity

9,37 billion
Net Profit
+32,9% YoY

Net Profit

579,2 billion

Capital Adequacy Ratio

19,1%
CAR

Return on Equity

25,9%
ROE

Return on Assets

4,2%
ROA
Aziz Yuldashev
Aziz Yuldashev
Head of the Banking and Social Risk Management Directorate at Ipoteka bank OTP Group

«Over the past few years the bank has significantly revised its approach to borrower assessment and risk management. The updated system became more accurate in evaluating clients’ financial stability and their ability to manage debt obligations. This allowed the bank to maintain a more balanced lending approach while expanding its work with reliable customers»

Learn more about the key drivers behind these results in the Ipoteka bank OTP Group blog.

How We Have Transformed IT

We invest $50 million annually in technology. We have launched a new data center, built next-generation business infrastructure, and established an in-house AI team within the bank
584,7 K
Monthly active digital users
27,7% year-on-year growth
458,6 K
2023
518,6 K
2024
584,7 K
2025

Client Improvements

The most important indicators are those that reflect customer trust — earned through consistent daily work. The positive trend in key service metrics shows that customers see and value the changes at Ipoteka bank OTP Group
Mystery Shopping and NPS are used to assess service quality and customer trust. In Q1, the Mystery Shopping score reached 89%, while NPS stood at 59.2%, reflecting strong service standards and customers’ willingness to recommend the bank.
Mystery Shopping
+18 pp YoY
71%
Q2’25
67%
Q2’25
77%
Q3’25
80%
Q4’25
89%
Q1’26
Ranked by independent research agency
NPS Score
+23.2 pp YoY
36%
Q2’25
51%
Q2’25
58%
Q3’25
67%
Q4’25
59,2%
Q1’26
Ranked by independent research agency
180,000
calls per month
Average waiting time — 11 seconds
90%
4 min
end
of Q2’25
48 sec
end
of Q3’25
24 sec
end
of Q4’25
Average waiting time
— 11 seconds
Loan application
callback in less than 1 minute
Dmitry Sapronov
Dmitry Sapronov
Deputy Chairman of the Management Board and Head of Retail Banking

«Today, this transformation is driven by one of the strongest retail banking teams in Uzbekistan’s banking sector.»

Product Changes

  • #1 in Uzbekistan’s mortgage market
  • Application approval time: less than 1 day
  • Flexible product offering
    From subsidized mortgages and secondary-market housing to financing for properties under construction and home renovation loans
  • The first bank in Uzbekistan to issue auto loans 7 days a week
  • Application processing speed increased fivefold
  • Extensive partner network
    Covering more than 16 automotive brands and 90% of official dealerships across Uzbekistan
  • Loan disbursement volume increased 2.1x year-on-year in 2025, reaching UZS 7.4 trillion
  • The number of active borrowers grew by 63%
  • One of the fastest direct debit systems in Uzbekistan
    Processing collections of $25 million every month

Team and Changes

  • Boost Your Salary
    A unique initiative for the Uzbekistan market. Employees at Ipoteka bank OTP Group can earn 10 educational certificates — and receive an immediate 10% salary increase
  • Health Insurance
    Comprehensive medical coverage for every
  • 30 Days of Leave
    Additional time off for meaningful rest and recharge
  • Free Courses from Leading Platforms
    Access to LinkedIn Learning, Coursera, Udemy, and other corporate learning programs
  • Corporate Culture
    Team events in and beyond the office
  • Special Employee Benefits
    Preferential terms on banking products for employees

Our DNA Today

Initiative at every level

Waiting for instructions from above

A culture of learning and dialogue

Fear of mistakes

Results-oriented mindset

Processes for the sake of process

Team-level ownership and accountability

Rigid hierarchy

Greater trust, fewer barriers

Bureaucracy

Venera Erzina
Venera Erzina
HR Director, Ipoteka bank OTP Group

«At Ipoteka bank OTP Group, we believe that employee development is one of the key drivers of sustainable business growth. We are committed to building an environment where employees understand their opportunities, see clear development prospects, and can contribute to shared success.»


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