Today, we devote equal attention to operational risks, protection against cyber threats, and compliance with ESG standards.
The Bank has recently launched the KentPro app, which is the result of our clear commitment to offering clients borderless banking – simple, secure, and accessible to everyone, says Nikolina Cvitanović, Member of the Management Board of KentBank, for Diplomacy & Commerce. As someone responsible for risk management in the bank, I can say that our greatest success lies in placing innovation and security on the same level, Cvitanović adds.
- You are a member of the Management Board of KentBank responsible for risk management. From your position, how would you rate the banking sector in Croatia, and what are the most common risks you encounter?
Today’s banking sector in Croatia is stable, strong, and resilient – perhaps more than ever before. Despite global pressures, geopolitical tensions, inflation, and the changes that have affected almost all industries, Croatian banks have maintained high liquidity, portfolio quality, and client trust. In my opinion, that is the greatest achievement – proof that the system is functioning even in challenging times. Without underestimating the classic “credit” risk, which remains dominant and ever-present, it is important to note that the overall nature of risks we are exposed to is changing significantly. This very transformation – where risk management becomes a strategy rather than just a control mechanism – makes the difference not only among banks but also among our clients. We at KentBank have been the fastest-growing bank on the market in three out of the last four years – but with a very healthy portfolio structure. This shows that ambition, growth, and responsibility can go hand in hand. My philosophy is that risk is not a limitation but a compass – it guides us toward sustainable growth and quality clients, which in the long run also builds the bank’s reputation. That’s why our approach to risk is not based on avoidance but on understanding – because when you understand risk, you know how to turn it into an opportunity.
- In your long-standing experience in the banking industry, what do you see as the biggest challenges in business today? How do crises, inflation, and wars affect strategies and goals, and how does KentBank adapt? What do you focus on?
Challenges in business are always present – only their forms change. Today, there are more of them than ever: banking, traditionally a complex and highly regulated industry, is now in an era of accelerated digitalization, with clearly defined client expectations and a wide range of their needs, all within a context of changes shaped by global geopolitical instability. Yet, the key question is not what challenges us, but how we respond. We at KentBank are fully aware of these challenges and see them as part of our business reality rather than as extraordinary events. Once you stop perceiving challenges as shocks and start seeing them as the environment in which you operate, you gain much more room for clear focus and sound decision-making. We may not be able to change the “playing field,” but we can certainly influence the way we play. That is where the strength of our team lies – in its expertise, agility, and cohesion. In recent years, we have shown that it is possible to grow, continuously improve, and remain true to our values even in dynamic circumstances. All of this confirms that resilience is not built by capital alone, but also through a culture of collaboration and a shared, clearly defined goal.
- You recently launched a new app, KentPro. What makes it different, and what exactly does it offer to users?
This is the first application in Croatia that brings together all personal and business accounts in one place, regardless of the bank in which they are opened. In other words, users no longer need to log into three different applications to check their balance or pay a bill – everything is available in one intuitive and free app. What sets KentPro apart is not just its technological sophistication, but the philosophy behind it. The app was developed based on the real needs of clients – to save time, reduce complexity, and provide a sense of control over their own finances. As someone responsible for risk management in the bank, I can say that our greatest success lies in the fact that we have placed innovation and security on the same level. All integrations and transactions are carried out in accordance with the highest security standards, fully compliant with PSD2 regulations. Digital transformation only makes sense if the client knows that a stable system, a professional team, and trust built over many years are what stands behind every new solution. KentPro perfectly demonstrates this – innovation that simplifies everyday life while ensuring a complete sense of security.
- Monitoring trends and competition is certainly necessary for better market positioning, but how does AI influence all of this, and what tools does it provide to help you reach end users?
Technology today drives almost every change, but its true value lies in how intelligently we use it. At KentBank, we believe that technology should not replace people – it should help them work smarter, faster, and better. Through automation and robotics, we reduce routine tasks and create more room for analysis, decision-making, and creativity – the elements that make the difference between being good and being excellent. From the perspective of my area – risk management, operations, and ESG – our task is to create processes that can grow together with the bank, but also with the society in which we operate. Today we may serve a few thousand clients, but we are building systems and processes designed to support tens of thousands – efficiently, sustainably, and responsibly. In a business where resources are always limited, success depends on how you use them. Our approach is clear – we are building sustainable, digitally mature foundations that support growth while preserving values we consider just as important as profit: trust, transparency, and a positive impact on the community.
5. How important do you consider personal development to be for the successful operation of a company, and how do you view the need for continuous learning in your career?
Those who have known me since childhood always smile when they see how many trainings and professional development programs I’ve completed – because they know that traditional schooling was never really my great love. 😊 But life has a good sense of humour, and I can say that not a single year of my career has gone by without me learning something new.
From my parents, I learned that success never happens by chance – it comes from hard work, responsibility, and a desire for change – that you can always be better than you were yesterday. Those are the values that have guided me throughout my life. In different stages of my career, that has meant different forms of learning – from the Cotrugli EMBA program to the ever-necessary professional training sessions. Today, more than ever before, I learn from the people I work with – from my team, my colleagues, and even from the younger generations who bring a fresh perspective and energy. That’s my greatest source of motivation. I’m also proud that over the years I’ve had the opportunity to see many members of my team grow, take on new roles, and assume greater responsibilities – because their growth is also my success. My personal challenge, which I’m still learning to master, is how to keep all that energy, speed, and all those ideas in a rhythm that remains sustainable. But I believe that the true essence of personal growth lies precisely in that balance – between learning, ambition, and mindfulness.
6. In addition to personal growth, how important is teamwork, which is often emphasized? Why is teamwork so vital, and how does KentBank, as part of the Süzer Group – one of the leading business groups in Turkey – promote and implement teamwork in practice?
There is no individual success without a team – it’s as simple as that. And the longer I’ve been in management, the more I realize that the greatest strength of any organization lies in the people who make it. You can have ambitious plans and strategies, but without a team that breathes as one, none of it can truly come to life. In practice, that includes ups and downs, differing opinions, and unexpected situations – but when you have a good team, all of that just becomes part of the journey. That’s why it’s so important to lead by example and to build together – a culture of collaboration, trust, and support can be felt in every segment of our business, from the way we make decisions to the way we celebrate success. At KentBank, and within the Süzer Group, this culture isn’t just a word on paper – it’s a way of functioning, evident in our daily interactions, openness, and mutual respect. In my area of responsibility, where we often deal with highly demanding and regulated processes, teamwork is precisely what makes the difference between a good and an excellent result. I’m proud of my team because they are professional, reliable people who are also willing to help one another without calculation. That creates a culture in which we all grow – individually, as a team, and as a bank.