Employment

Our employees are the cornerstone of not only the Bank’s cultural transformation but also the fulfillment of our Responsible Banking goals. This is why we have a series of actions and strategies in place to attract and retain the best talent. We want each and every one of our employees to feel proud to be a part of Santander Mexico. We strive to offer them opportunities to develop their talent, drive their future growth, work in a dignified environment, and find the motivation necessary to become better people every day.

In 2021, we had a total of 25,276 employees, including 4,891 outsourced employees who were hired internally.

The total number of employees includes Santander employees actively employed as of December 31, 2021, encompassing the categories* of Administrative and Operational Staff, Managers, Deputy Directors and Directors.

As of December 31, 2021, the percentages of gender representation respecting to the total number of employees in each category are: Directors: 73% men and 27% women; Deputy Directors: 58% men and 42% women; Managers: 55% men and 45% women; and Administrative and Operational Staff: 38% men and 62% women.

Culture of Recognition

As part of our Santander Culture, we promote recognition on a daily basis as we fully understand the benefits that this practice has on our performance, motivation and productivity. It also has a positive impact on both the person receiving and the person giving the recognition.

It shows our employees that we appreciate their hard work, time and dedication. When we recognize their work, we are embodying our mission of contributing to the progress of people, adopting positive behaviors, such as supporting each and every employee, promoting collaboration, driving change and acting in accordance with our commitments as leaders to help create a successful, fair and fun work environment.

Our Recognition SharePoint has a number of tools that adapt to the platforms we use on a daily basis - Teams, Intranet and Workday, among others – in order to promote this practice among our employees. Within the site, we have a Personal Achievement section, where employees can share their successes, allowing us to celebrate alongside them and recognize their achievements. We also have a space with videos, books and podcasts regarding the importance of recognition.

We offer our employees access to a series of postcards to recognize all types of events. We also have a photo gallery to recognize what our employees, and all of us as a Bank, have achieved, as well as a number of Self-Awareness Tests that help teams to get to know their members better and identify their strengths and qualities in order to better understand and promote their talent.

We also have a communication plan that aims to promote this practice through reminders about our recognition website, activations and testimonials regarding the benefits of recognition. Through these tools, we promote the development of different competencies and skills, in addition to guaranteeing the professional growth of our employees. In 2021, 3,488 employees were promoted, 1,996 of whom were women and 1,492 were men.

Training

To tackle this challenge contained in our Responsible Banking Agenda, it is of fundamental importance that our employees are better prepared. We have achieved this through a range of training sessions and tools that drive their talent and boost growth within the Bank. Our training focuses on three strategic areas:

• • Technical Training: Focusing on implementing new tools to streamline our employees’ daily operations.
• • Compliance Training: Focusing on certifications and courses endorsed by an authority.
• • Management Training: Focusing on developing management skills to promote teamwork and achieve goals.

Despite the impact of the COVID-19 pandemic, we have continued intensifying our efforts to offer continuous training to our employees. Through a wide range of training programs, we help drive their development and improve their experiences within Santander. In 2021, we continued using digital tools to offer online training sessions.

Academia MX

In order to ensure that our employees develop and boost their digital, management and leadership skills through mobile devices and technology, we offer them access to Academia MX. This virtual learning space can be accessed whenever and wherever they like through a number of learning platforms. Through this program, we strive to make the way in which our employees acquire different aptitudes and knowledge more innovative.

This year, we launched targeting training plans, such as the Smartec Plan for Technology and Human Resources areas, in addition to consolidating our existing plans. In terms of compliance, we increased the number of courses dealing with regulatory issues to incorporate critical topics, such as cybersecurity and reputational risk. On a global scale, we also offered the Responsible Banking course.

Academia MX continues consolidating these options and integrating content that is available to all in order to bolster the Bank’s culture and promote the skills of people in many areas, from topics like healthcare and work-life balance to issues like profitability, investments and finances, among other. We also focus on digital, management and leadership skills, in addition to social skills that allow them to better perform within the workplace and work with other people.

Sprints

In 2021, we continued launching sprints. In total, there were 100 sprints covering a range of content and available to everyone.

AMX Talks

More than 25 AMX Talks were organized, focusing on culture, BeHealthy, diversity and inclusion, leadership and banking. These talks include the participation of local and international experts.

Digital Transformation

In order to continue collaborating to drive digital transformation at the Bank, during 2021 we rolled out initiatives that include training activities focusing on agile methodologies, adaptation, and skill creation in conjunction with external organizations. We launched gamified challenges to consolidate the leadership of our Commercial Network and Central Area managers through an app that promotes the understanding and use of digital channels. We also continued offering Diplomas in Digital Transformation and Analytics and Investment Banking.

Furthermore, we paved the way for a new generation to take part in the Senior Management Program at IPADE, one of the leading institutions in Latin America specializing in leadership skills. The focus on this program is to help participants develop the management skills and knowledge a Santander leader requires, with around 50 directors taking part. A new program with another business school (ICAMI) was also launched for middle management, with the participation of around 100 people.

Talent Development and Retention

We are convinced that each of our employees plays a key role in successfully achieving the Bank’s goals, which is why one of our priorities is to retain and attract the very best talent. Through a range of programs, we motivate our employees to continue growing and developing both professionally and personally, inside and outside Santander. We also contribute to the progress of society and ensure that our operations are increasingly more sustainable.

In 2021, we coordinated the following initiatives to ensure the Bank attracts, retains and develops the best talent.

TOP Companies Survey

This yearly survey is answered by all Bank employees to measure our organizational climate and culture. It allows us to ascertain whether we have the behaviors and skills necessary to be a Culturally Powerful company. We are also highly rated on the Super Companies rating published by Expansión magazine.

Evaluation Processes

One of our priorities in our goal of finding the best talent is to constantly assess and measure their performance to help boost their growth. We have a range of tools and practices that allow us to monitor and follow up on their careers, in addition to identifying areas of opportunity that guarantee their development within the Bank.

Every year, we evaluate our employees’ performance in three different stages: goal setting, mid-year review and final review. In addition to these three processes, we promote a culture of feedback at all levels in order to drive continuous improvements and obtain a multi-perspective overview of performance. Furthermore, our employees have access to tools through which they can update their goals based on the needs of the business.

My Contribution 2021

This tool evaluates the performance of our employees in order to help promote teamwork and motivate all employees to set fixed goals and embody certain behaviors. Thanks to this approach, we have successfully streamlined our operations.

This evaluation process is undertaken on a yearly basis and involves all directors, managers and operational employees. It assesses both their performance and their contributions to the goals of their specific area, as well as the behaviors they have shown in finding solutions to problems.

This evaluation must be aligned with the global policy, which is why we comply with scheduled dates, areas of evaluation and calibration. These areas are:

• • What. Definition of personal goals based on employee functions and aligned with the Bank’s strategy. These are developed using the SMART methodology and are validated by each manager.
• • How. Measurement of 8 organizational behaviors.

Talent Review

The goal of this practice is to measure the talent of our employees through their motivation, aspiration, skills and mobility, without losing sight of two fundamental aspects: potential and performance.

Recognition for Employees with 25 Years of Service

Each year, we hold a ceremony to celebrate the service of employees who have worked at the Bank for 25 years or more, highlighting our gratitude for the loyalty and hard work they have demonstrated throughout their career.

Corporate Culture Policy

We are known for being a diverse and inclusive Bank and for this, we have a Corporate Culture Policy that allows us to offer equal opportunities to all our staff. Each one of our collaborators is selected, paid and promoted according to their merits without any type of discrimination.

The engagement between the Board of Directors and employees has been an enriching experience given that they are the main embodiment of our culture. The Board of Directors has raised awareness regarding the situations and challenges our employees experience on a daily basis, while our employees feel they are being listened to and their opinions are being taken into account.

Furthermore, several major communication channels have been established within the organization to ensure information is properly and comprehensively transmitted to everyone within the Bank.

One of the opportunities that we have as an organization is to continue promoting Speak Up, a program that allows employees to be heard and propose ideas to improve programs and processes, among other areas. We also continue driving a culture of open feedback.

Santander Week 2021

This global program implemented at a local level is aimed at all the Bank employees. It was held from September 27 to October 1, 2021, and its goal is the same every year: elevate the Bank’s culture and values, motivate employees, and increase their sense of pride and belonging to the organization.

Santander Week includes a range of organized activities coordinated by different areas within the Bank. This year, as a result of the pandemic, Santander Week was held in a hybrid format (80% online and 20% face-to-face), and the Bank’s employees participated in creating internal communication content. The agenda covered areas such as Santander Leadership, RiskPro, Quality, Diversity and Inclusion and BeHealthy, among others.During 2021, we continued promoting

Town Halls

In order to drive communication between employees and directors, we held a number of town hall meetings chaired by Ana Botín, our Global President, and Héctor Grisi, our CEO. These meetings focused on areas such as Cultural Transformation, a return to the new normal after COVID-19, and fraud, among other issues.

Global Commitment Survey

Listening to our employees is extremely important to Santander, which is why we conduct the Global Commitment Survey. This survey encompasses a number of different dimensions that are aligned with our strategy, enabling us to identify our strengths and our areas of opportunity. One of the most important areas is Commitment, which allows us to better understand the levels of satisfaction, motivation and pride our employees have in the organization.

Implementation of Inter-Area NPS to Measure Customer Support and Collaboration

We are extremely interested in offering our employees the opportunity to grow professionally within the Bank, which is why we have the Find Jobs at Santander program, which provides information about existing job vacancies that employees can apply for based on their experience and interests.

Diversity and Inclusion Committee (D&I)

Our Diversity and Inclusion Committee (D&I) comprises 13 employees from a number of areas and organizational levels who are tasked with promoting a diverse and inclusive work environment in all areas within the Bank.

The Committee is underpinned by four main pillars: Gender Equity, Generational Talent, Disability, and LGBT+.

Diversity and Inclusion Policies (D&I)

During 2021, we continued promoting a culture of Diversity and Inclusion in all areas at Santander, in addition to driving the participation of all our employees in a number of activities that included programs, talks, conferences and training sessions, among others. We are certain that these actions will allow us to achieve our goals and drive the personal and professional success of our employees and their teams, promoting respect and the freedom to express themselves and voice a range of different points of view.

Some of the activities organized during 2021 include:

Circle of Positive Masculinities

The purpose of this program is to raise awareness among men of male chauvinism, highlight the impact this has on their leadership and on their personal lives, and evaluate the benefits of other types of masculinities.

Training and Awareness Programs

Internal and External Communication Team Training

In 2021, we created a program to provide teams with training on how to generate content for internal and external communications. Through this program, we focus on providing a holistic approach to inclusive communication elements for all our stakeholders:

• • Training for marketing, internal communication and external communication areas focusing on inclusive communication, language and digital accessibility.
• •Definition of basic criteria to develop inclusive institutional communication.
• • Mexican Sign Language (MSL) workshop for employees.

Participation in Forums

We participate in polls, certifications and diagnostic processes in order to measure and identify major areas of opportunity, strengths and good practices in the area of Diversity and Inclusion (Women Matter, Human Rights Campaign Index, Disability Inclusion Index and ABM Gender Diagnostics, among others):

• • Sponsorship of external programs that promote inclusion (Impulse Awards LGBT+, LGBT+ Pride March).
• • Alliances with governmental and non-governmental institutions that address diversity, equity and inclusion issues.

Gender Equity

As part of our Responsible Banking goals, we focus on empowering female talent by promoting gender equity and opportunities within the Bank. We have a number of programs to guarantee the competitiveness and skill development of all our female employees.

We have set a goal of ensuring that 30% of our directors are women by 2025, and we have rolled out a number of actions to ensure we achieve this goal:

• • We promote gender equity during the Talent Review and Succession processes for Executive Directors and Area Directors.
• • We implement affirmative actions to motivate more women to apply for internal decision-making positions (key messages for high-potential women and training regarding Imposter Syndrome).
• • We promote programs that focus on women leaders, amplifying their role as sponsors to drive the development of their female employees.
• • We promote programs that focus on life skills and leadership skill development for women.

360° Women and Santander Women Leaders

Our 360° Women program, which is aimed at high-potential female directors and middle managers, has been in operation for 3 years. In 2021, we rolled out the Santander Women Leaders program, which focuses on female employees from the Retail Banking, Commercial Banking and Tuiio divisions. Its goal is to help women develop the skills required for leadership positions, focusing especially on areas such as networking, personal branding, leadership and emotional intelligence. Up until 2021, approximately 100 employees had taken part in Women 360° and 555 employees in Santander Women Leaders.

Cross mentoring

The goal of this program is to generate dialog between women leaders (Apprentices) and directors (Mentors) from different companies to help our female employees develop leadership skills and other soft skills.

Santander Women Scholarships | W50 Leadership – London School of Economics

We want to drive the leadership of women within professional environments offering them an international training experience to prepare them for senior management roles. In collaboration with the London School of Economics, we help them develop their leadership skills through a high- performance training opportunity.

Participation in Female Leadership Forums

Our Gender Equity sponsor, Norma Castro, participated in a roundtable at the Monterrey Institute of Technology and Higher Education (Tecnológico de Monterrey) during which leaders discussed the gender gap at McKinsey. Norma was part of a panel on sexual diversity.

We were also ranked in first place in the Gender Perspective Incorporation Index for the banking sector coordinated by the National Banking and Securities Commission (CNBV).

Mastermind

This is a series of sessions during which a group of women exchange ideas, challenges and suggestions covering a wide range of topics in order to create a safe community for themselves, showing them that they are not alone and that they can rely on the support of their female colleagues.

Generational Diversity

We are convinced that the differences in age of our employees are a valuable resource to help ensure the success of our operations. This is why we have motivated all our employees, no matter their age, to take part in programs that drive their personal and professional growth.

Young Talent

In order to promote a diverse work environment within the Bank, we support young people and help them develop the skills they need to become Santander employees, improving their future employability. Our strategy focuses on the following points:

Inroads –Social Inclusion

We work with a number of universities and mentors to offer high-potential young people from underprivileged backgrounds access to the opportunities they deserve to grow personally and professionally. We are proud to be the institution that hires the most Inroads in Mexico. During 2021, ten women and five men took part in this program.

Young People Building the Future

A program coordinated by the federal government, it is aimed at young people between the ages of 18 and 29 who are neither studying nor working, offering them the opportunity to drive their professional development at companies, institutions or businesses around the country and help boost their employability. In 2021, a total of 59 women and 27 men took part in this program at Santander Mexico.

Linkers

At the Bank, we are interested in attracting and retaining high- potential young talent, such as students who are in the second from last or last semester of their undergraduate program. Through this program, we have – the opportunity to offer young interns their first structured work experience, including a solid development plan within a specific area of the Bank where they partake in a project. Participants in this program receive feedback and coaching from their mentor (a supervisor from the assigned area), who also assesses their performance and compliance with the goals set.

The program lasts for nine months, and includes three cycles each lasting three months. This program is offered on an annual basis and through it we search for young people who are finishing their undergraduate programs, offering them the opportunity of a full-time position after graduating.

Young Leaders

This global program offers technical skills and knowledge that are vital to the professional development of young Santander employees around the world. A total of 11 women and 14 men participated in this program during the year.

Disability

Our D&I Culture focuses on promoting an inclusive and favorable workplace for people with disabilities, helping to eradicate any forms of prejudice or discrimination they face. The Talent and Diversity and Inclusion team monitors the inclusion process to ensure that people with a disability join in their teams as best as possible.

• • Initial training is offered to the supervisor receiving the employee with a disability on their team.
• •A survey is answered by the supervisor and by the employee with a disability.
• • In the event that expert guidance is required during the inclusion process, a request will be filed with a specialist institution.

Linkers Inclusion Programn

This program focuses on helping young disabled interns integrate into the workplace through talent development activities. It allows them to work in activities that have a positive impact on the business, in addition to offering them a training plan.

Accessible Communication and Information

In 2021, we rolled out a plan of action to drive the accessibility of communication, including:

• • Training for the Internal Communication, External Communication, Marketing and Training areas regarding inclusive communication and digital accessibility.
• • Mexican Sign Language interpreters have been used at training sessions and Human Resources events.
• •With the support of an expert organization, we ran diagnostics on the digital accessibility of our website, social media and digital service channels.
• • Training for the Digital and Innovation team tasked with developing and designing all digital platforms.
• • Carrying out the necessary adjustments based on the needs of people with disabilities (LSM interpreters for events with deaf participants, alternative text formats for blind people, etc.).

Awareness Campaigns

We celebrated Disability Week, rolling out our Fewer Barriers, Greater Inclusion panel, a workshop for designing accessible documents. We also created a platform that includes information, materials and recommendations regarding issues about disability, in addition to executing communication campaigns about the myths surrounding disabilities and commemorating International Day of People with Disabilities and International Sign Language Day.

It is a great source of pride for us to see our employees, both those with disabilities and those without, participate in programs about how to interact with people with disabilities. In 2021, we launched the first census of people with disabilities, and we participated for the first time in the Workplace Inclusion for People with Disabilities Index (IILDPCD).

The Book of Fame by Marie Sullivan

This is an e-learning course that introduces employees to topics surrounding disabilities, emphasizing the importance of workplace inclusion by focusing on a variety of issues, including the general context surrounding disability, actions and attitudes to promote inclusive behavior when interacting with people living with a disability, and the myths and realities of workplace inclusion for people with disabilities, among others.

Work-Life Balance

Our employees play a major role in guaranteeing the sustainability of our business. This is why we focus on their well-being through a number of programs that promote workplace flexibility, job stability and a work-life balance, allowing us to offer them safe workspaces and ensure their occupational health and safety.

AM Business

To promote a work-life balance, we encourage having meetings with customers in the morning, helping our employees clear their schedule in the afternoons so they can spend time on activities with their families and loved ones.

Santander Parents Program

This is our way of helping all our employees who have children to achieve a work-life balance. We have three different proposals:

• • School for Parents: Alongside expert Julia Borbolla, we offer nationwide conferences that focus on a range of issues dealing with paternity and maternity.
• • Parent Mentors: Support from Santander employees who are mothers or fathers, so they can help offer advice and their experience on raising children.
• • Childcare: We strive to help all mothers and fathers by implementing agreements with neighboring nurseries and early education schools, helping offer them peace of mind that they are leaving their children at a safe place while they are working.

Allowances and Benefits

We firmly believe that our employees are the reason why we have been able to achieve our goals as a Responsible Bank. This is why we strive to motivate them by covering their needs through appropriate allowances and benefits.

Occupational Health and Safety

In order to mitigate any possible occupational risk - physical, psychological and/or emotional – and to guarantee safe workspaces, we have a policy in place to prevent psychosocial risks and workplace violence and promote a favorable organizational climate that allows us to identify any issues that could affect the physical integrity of our employees and implement preventive and corrective measures and actions to mitigate occupational risks.

We also have a number of mechanisms in place to safeguard the health of our employees, including, for example, the BeHealthy program, regular preventive check-ups, sporting and cultural activities, healthy habit campaigns, and a program to help prevent alcohol and/or drug abuse, among others.

Health

BeHealthy, our holistic health and wellness program, is available to all our employees, offering them tools to promote healthy life habits and find a balance between their professional and personal lives. We are convinced that a healthy team is a happy team and one that is more committed to working hard, creating a better work environment and strengthening personal relationships. This program focuses on 4 main pillars: Know Your Body, Feed Your Body, Move Your Body and Balance Your Mind and Body. Through our Newsletter, we offer the Bank’s employees on- going communication regarding these issues.

Occupational Safety

Our priority will always be to safeguard the physical integrity of our employees and our surroundings, which is why we have a number of civil protection programs in place. We offer our employees safe work environments, and we focus our actions on promoting self-protection through training, coaching and drills to help minimize the risks we are exposed to.

During the pandemic, we have focused more on prevention by mitigating and minimizing COVID-19 infections. Our priority has always been to safeguard the health of our employees, especially those from vulnerable groups. To bolster our efforts, we have built COVID-19 testing modules at our corporate offices and rolled out remote working models. In-person work has been limited to essential employees only and is governed by the health and safety measures stipulated by the authorities and by the Bank.

As a result of these efforts, we have successfully:

• • Consolidated a culture of civil protection within our corporate offices through awareness campaigns.
• • Increased safety levels in the building by identifying and correcting any risks detected.
• • Complied with civil protection and health and safety standards, as well as with those requirements issued by the corresponding authorities.
• • Updated the civil protection organization (committee and brigade members).
• • Verified and communicated to all employees the civil protection infrastructure in place at our corporate buildings: signage, evacuation routes, emergency doors and stairwells, assembly points, fire alarms and equipment, personal protection equipment and first aid boxes, among others.
• • Updated training for brigade members in areas such as first aid, firefighting and control, and evacuation techniques through practical exercises to ensure the proper execution of emergency procedures and techniques. This training was offered remotely via platforms that employees could connect to from their own homes.

8 Behaviors to Help Save a Life at Santander

Each year, the Bank’s corporate buildings update their internal civil protection program. During 2021, we rolled out a strategy to train all employees and create multi-functional brigades that know how to tackle an emergency situation. This strategy is underpinned by the 8 Behaviors to Help Save a Life at Santander workshop, which has been made available to all Bank employees.

As a result of the pandemic, from 2020 and throughout 2021 this training was offered via technological channels, allowing us to comply with the regulations stipulated by the health authorities to promote social distancing and avoid COVID-19 infections.

The strategy focused on the homes of our employees given that this is where they spent most of 2021, and we continued remote training through videos and specially designed materials made available through digital apps.

The issues focused on during the sessions included emergency situations that could happen during the work day at the Bank or at home.

Remote Drills

In 2021, we continued leveraging technology to coordinate our civil protection programs and remote drills for employees and their families through an interactive video. A total of 2,341 employees connected to these sessions.

We also involved employees at our corporate offices at Santa Fe, following all COVID-19 health and safety protocols at all times.

Civil Protection Training for Disability Issues

All Santander Mexico buildings have an internal civil protection program comprising numerous elements, including training for brigade members in First Aid, Search and Rescue, Firefighting, and Assessment. The goal is to identify our entire civil protection infrastructure in order to ensure it is functioning correctly.

This is why we have analyzed risks and vulnerabilities to identify the presence of employees with any form of disability and implement an emergency plan alongside civil protection experts to help support disabled employees and visitors during an emergency.

We have made all the necessary adjustments to our buildings and fittings required for employees with a disability, and we have provided their teams with training to ensure respectful and equal treatment and an opportunity to learn from their differences.