Business continuity

On the morning of August 28, 2025, a missile strike destroyed the headquarters of Bank Credit Dnipro in Kyiv. This could have been a disaster for many Ukrainians and business customers. But within minutes, the team launched the BCP plan, and managers in all departments quickly informed their teams of the relevant decisions. 

Thanks to the effective implementation of measures under the Business Continuity Plan (BCP) scenario, the bank ensured 100% stable customer service without any interruptions. The bank’s team demonstrated its unity, commitment, and professionalism, while customers showed a high level of trust and support, as despite the force majeure circumstances, there was no panic, only constructive interaction. Just a few weeks after the extraordinary events, the Bank moved to a new office and continued to operate as usual.

It should be noted that branches of Bank Credit Dnipro had previously suffered damage in Kharkiv, Nikopol, and Dnipro. The Bank rebuilt branches where possible, but the damage to the main office building was so extensive that there was no chance of reconstruction.  

BCP plan in action 

When, at dawn on August 28, 2025, a missile strike destroyed the head office of Bank Credit Dnipro in Kyiv, within minutes the team launched the BCP plan measures, namely: one of the scenarios was implemented, which provided for: 

– ensuring the operability of the Bank’s IT infrastructure using remote primary and backup data centers and communication channels;

– ensuring secure access to IT systems for employees and establishing secure communication channels;

– transitioning critical employees to remote work and providing them with physical workplaces if working from home was not possible;

– implementing a communication plan that involves informing employees, customers, and regulators about the situation and actions to overcome the crisis. 

The priority was to ensure the continuous performance of critical processes first and foremost, followed by the full performance of all the Bank’s processes. In particular, the operability of all critical IT systems for the Bank’s operational activities was ensured in a timely manner, and remote access to them was organized for all employees, especially for critical teams. 

It should be noted that the bank’s main functions are concentrated in the capital. At the same time, backup offices are in operation, and data processing centers are located outside the bank’s main infrastructure, ensuring uninterrupted operation regardless of access to office premises. Thus, thanks to decentralization and the ability to work remotely, the bank is able to function effectively even in emergency situations. 

Customer support 

Just an hour after the explosion, the Chairman of the Board recorded a video message to customers, which was published on social media, the Bank’s website and YouTube channel, as well as on many Telegram channels. Customer managers began informing customers that the bank was operating as usual. 

Customers did not experience any disruptions and demonstrated a high level of understanding and solidarity, with hundreds of calls of support received. There was no panic, only constructive interaction. By supporting its customers during the most difficult times, the Bank built a true partnership with them – and in times of trial, felt their presence and strength by its side. And our team proved the most important thing: a bank is not a building, but people who are always able to remain united and effective.

The Power of the Team 

The bank’s stable operation was ensured by the effective implementation of the BCP plan. The key to its implementation is the coordinated work of the bank’s team. Among other things, this is achieved thanks to the fact that Bank Credit Dnipro is, first and foremost, a democratic corporate culture built on trust. Communication plays a key role in this model. It is communication that allows employees to act quickly, support each other, and remain united. 

To this end, the bank has created its own internal platform – a corporate social network. Here, employees can find out about important events, contact anyone without needing a mobile number, create a working group, or discuss ideas. It is a space for constant contact and a sense of unity, even when the office is physically inaccessible. 

The Chairman of the Management Board’s address on the internal social network  to colleagues scattered across different cities became a sign of support and confidence.  The Management Board and the Supervisory Board regularly addressed employees with sincere messages. It was important not only to explain work processes, but also to provide a sense of security. The involvement of management, the concern of employees, teamwork, and a willingness to lend a helping hand are the greatest values that cannot be destroyed by any blows. It is important that this strength was not only evident in Kyiv. In every city where Bank Credit Dnipro operates, a sense of unity, care, and responsibility for one another is cultivated among the workforce.

Uninterrupted Responsibility

Among the destroyed buildings on Zhilyanska Street in Kyiv was not only the headquarters of Bank Credit Dnipro. That day, people, their homes, educational institutions, and offices were affected. At times like these, the most important thing is not to be alone. The feeling that there are people nearby who are ready to support and come to your aid can change a lot.

“During the week after the tragedy, we received requests from residents of neighboring buildings for initial financial assistance. Among them were elderly people and families with children. And today we can sincerely say that everyone who turned to us has already received the necessary support from the Bank,” says Serhii Panov.

Of course, the state covers the main costs of housing restoration, and the relevant services are doing everything possible to ensure that the affected families return to their renovated homes as soon as possible. But for the bank’s team, it was a matter of humanity, a desire to be there, to reach out to those who urgently need help and care.

Moreover, the destruction of the head office did not prevent the timely implementation of previously planned actions to support the defense forces. The day before the emergency, the bank agreed to transfer monitors to the 38th separate marine brigade. The monitors were already in storage in Dnipro, from where our soldiers were to pick them up.

“Thanks to the coordinated work of our team in Dnipro and Kyiv, we were able to deliver modern monitors in a timely manner, which will help the military to act with maximum precision during combat operations and, most importantly, save human lives,” says Serhiy Panov.

Supporting Ukrainian soldiers is a constant priority for the bank. It should be noted that currently more than 20 employees of Bank Credit Dnipro are defending Ukraine in the ranks of the Armed Forces of Ukraine, and the bank also employs veterans who returned to civilian professions after completing their service. We are proud of their courage and sincerely grateful for the vital work they have done and continue to do every day for our freedom. We are doing everything possible to ensure that our defenders have the necessary resources to carry out their combat missions.

Recovery

Just a few weeks after the extraordinary events, the employees of the Head Office moved to a new comfortable office and continued their work as usual. We are confident that our Ukrainian emotional intelligence helps us to cope with difficulties in a dignified manner: to do our job properly, despite internal turmoil, losses, and unpredictability. This is what we do, and this is what our clients and our society do.