Staff training and development In the light of increasing innovation, continuous technological and regulatory developments and business needs, Poste Italiane attributes a key role to the ongoing development of knowledge and skills as part of the process of enhancing and enabling people’s growth.

For Poste Italiane, human capital plays an extremely important role, as a distinctive element for the achievement of corporate objectives and an essential aspect for the creation of competitive advantage. Precisely for this reason, the Group promotes and invests in staff training courses that are able to prepare people to deal effectively with the demands of an ever-changing business. In particular, the role of training within the Company is a fundamental aspect of the process of continuous development of personal and professional skills, targeted at each person in the Group. With this in mind, Poste Italiane, through the adoption of innovative formats and knowledge sharing tools, is constantly striving to improve the learning experience in order to simplify access to training content and ensure continuity of learning.

Consistent with the Strategic Plan, the training activities are part of a much broader project, which, in accordance with corporate principles and the needs of the market, customers and regulations, envisages the provision of around 25 million hours of training in the 2020-2024 five-year period. In order to promote the smooth running of training activities, in 2015, the Company established the Corporate University, identified as a Human Resources function that, through organisation in various Academies, delivers training on different business contents, depending on the skills to be developed. The Corporate University aims to define and guarantee the conduct of the training process in its entirety (including operational training). In particular, the "Training and Operational Training" Procedure, addressed to all corporate functions and all personnel, describes the Group's operational training model, explaining the operating mechanisms and organisational ownership of training and operational training activities. The logic guiding the Procedure is geared towards ensuring the effectiveness, efficiency and conformity of the expected results, through the introduction of organisational and control measures that are also relevant pursuant to Legislative Decree 231/01. In addition, the procedure complements other more specific policies/procedures for areas of activity/organisational functions that are being updated (e.g. funded training, BancoPosta training, etc.).

In 2022, the training plan focused on specific drivers identified with a view to promoting and accelerating the implementation of the Strategic Plan, in particular:

• innovative content: push on digital skills development, multichannel, business development and new business;
• processes: re-focusing processes on the customer, by designing tools and solutions for simplification and streamlining;
• skills and costs: continuous investment in staff skills, in line with the Plan objectives, and a continuous push on the recovery of funded training.

In 2022, the learning experience improved through the introduction of new innovative formats, such as the learning game mode, but also through the continuous updating of the e-learning platform, which allows simplified access to all training content, and the adoption of digital learning tools used for specific training objectives. In addition, the use of the Open Learning Area content, freely accessible by the entire corporate population for on-demand use of the training offer, is confirmed. The learning area enables staff to choose their own training in a self-development perspective.

A total of approximately 6 million training hours were provided during 2022. In response to the various training needs related to the Group's different businesses, training courses were developed for specific targets (e.g. tellers, post officers and women, customer service employees, salespeople) for the acquisition, consolidation and development of the specialist technical skills of the related role. Cross-training courses were also provided on issues oriented towards the adoption of cultural tools and models addressed to all company personnel, regardless of their specific role. Finally, through individual training courses, especially dedicated to developing resources, skills useful for more complex roles were strengthened. This also led to the registration of 6,040 promotions in 2022.

In 2022, provision of:

• 53,600 hours of managerial training
• 3,041,350 hours of technical-specialist training
• 2,893,800 hours of training on compliance

Average hours of training for employees by category