Company: SHG
Filing Date: 2025-04-23
Form Type: 20-F
Source: 0001193125-25-089950
Chunk: 73

Company: SHINHAN FINANCIAL GROUP CO LTD
Filing Date: 2025-04-23
Form: 20-F
Chunk 73
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 clients. We currently serve approximately 19 million active customers, which we believe is the largest customer base in Korea, through approximately 30,147 employees at approximately 1,371 network branches group-wide. While over 80% of our revenues have been historically derived from Korea, we aim to serve the needs of our customers through a global network of 248 offices in the United States, Canada, the United Kingdom, Japan, the People’s Republic of China, Germany, India, Australia, Hong Kong, Vietnam, Cambodia, Kazakhstan, Singapore, Mexico, Uzbekistan, Myanmar, Poland, Indonesia, the Philippines and the United Arab Emirates. Our registered office and corporate headquarters are located at 20, Sejong-daero 9-gil, Jung-gu,Seoul, Korea 04513 and our telephone number is +822 6360 3000. Our Strategy We have maintained a vision of becoming a “customer-centered, top-tierShinhan” recognized by our clients as well as the broader community. In line with this vision, we have identified three core agendas as foundational principles to guide our overall strategic direction: (i) “Scandal Zero,” (ii) enhanced customer experience and convenience, and (iii) sustainable revenue generation. We are committed to maintaining and enhancing our 42

position as a leading financial institution in Korea and globally. To this end, we have identified four key strategic initiatives for 2025 as outlined below.

| 1. | Establishing Effective Internal Controls |

We aim to elevate our robust internal control systems into a core differentiating competitive advantage, establishing and strengthening the trust we have gained from our clients and other participants in the industry. To this end, we have introduced responsibility maps delineating roles and responsibilities with appropriate checks and balances at the holding company as well as subsidiary levels, and we plan to further strengthen our infrastructure with respect to internal controls. We will also refine our evaluation system to align incentives and utilize advanced technologies, such as AI, to strengthen our fraud detection and internal controls monitoring systems. We will also expand and strengthen ethics training programs for our officers and employees to further our professional responsibility and ethics initiatives.

| 2. | Creating Differentiated Customer Value |

We will continue our pursuit of unique value propositions for customers through three specific initiatives: (i) enhancing customer experience and convenience, (ii) expanding the adoption of digital and AI-driveninnovations, and (iii) strengthening our presence in the senior and wealth management markets. We plan to evaluate customer touchpoints to refine our