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Closure of Emps+ mobilized union entities and Itaú workers after the discontinuation of a recently created operation for business service, with reports attributed to Contec about cuts, performance criteria, changes in branch routines, and additional costs in external functions.
Itaú discontinued Emps+, an internal segment aimed at business service, prompting questions from workers linked to the operation, who report surprise at the decision, lack of transparency in evaluation criteria, and doubts about professional continuity within the bank.
According to the Contec, National Confederation of Workers in Credit Companies, and the Bank Workers Union of São Paulo, Osasco, and Region, about 400 people were part of the area, but only 50 are expected to be relocated to two new internal projects.
As a result, approximately 350 workers will have to seek relocation on their own within the institution, according to information released by the union entities.
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The change took effect on May 27, 2026 and affected a structure created less than a year ago within the Itaú Empresas ecosystem, aimed at small entrepreneurs.
In July 2025, the bank had announced Itaú Emps, a digital platform for legal entities, with services such as payments, receipts, integration with acquiring, and credit, as well as support via the app.
End of Emps+ affects about 400 workers at Itaú
Contec and union entities linked to bank workers state that the main complaint involves the way the closure was communicated and the absence of a comprehensive transition plan for the employees affected by the decision.
In the assessment of the workers’ representatives, most employees were left without a defined path for internal utilization, despite the service having been recently implemented.
With the closure of Emps+, employees report increased tension in branches and business service areas, especially among professionals awaiting a decision on relocation or dismissal.
Reports gathered by Contec and class entities point to demands for explanations about the criteria used by the bank to determine who would remain in the new projects and who would compete for other positions within the company itself.
The union also states that the situation has increased the perception of insecurity among employees who were already questioning goals, internal tools, and operational changes in the units.
The entity informed that it will continue to monitor the routine of the agencies and demand more clarity in the processes conducted by Itaú’s Human Resources area.
Goal-based evaluation becomes a focus of dispute among bankers
The most cited point in workers’ reports involves the productivity evaluation, used by the bank to measure the performance of employees linked to the closed segment.
According to Contec and the union, bankers reported having met contractual goals, but still being classified as “below expectations” due to failures, omissions of points, or inconsistencies in the internal monitoring system.
For the union entities, the combination of goals, operational records, and management tools generated doubts about the real assessment of the performance of the evaluated professionals.
Among workers, the lack of detail in the data used in evaluations is pointed out as an obstacle to contesting results and understanding the reasons for a negative classification.
In a formal response sent to the union, Itaú stated that the dismissals occurred “exclusively due to performance” and denied the existence of errors or distortions in the productivity measurement system.
Employee representatives contest the bank’s position and demand more transparent access to the criteria adopted in the evaluation and internal relocation processes.
In addition to individual evaluation, the category questions the effects of changes on the commercial routine, especially for professionals transferred to modalities with new service requirements.
According to reports submitted to Contec and other entities, some workers have had to deal with relocations, portfolio reorganization, and pressure for results without considering the structure provided by the institution sufficient.
Travel costs increase complaints in the Pro modality
Another complaint registered by Contec involves employees migrated to the Pro modality, in which the manager needs to visit clients in person during the workday.
According to reports presented by the entities, workers state that the bank requires the use of a personal vehicle for external appointments, while fuel reimbursement does not match the prices practiced at gas stations.
The complaint also includes the information that, according to the bankers heard by the entities, the use of app-based transportation would not be allowed in this role.
In practice, employees say that part of the costs necessary to serve customers ends up being the responsibility of the employee themselves, which has increased dissatisfaction with the reorganization of the area.
The change also interferes with the dynamics of the branches, as external travel reduces the time available for internal tasks and requires rescheduling of service appointments.
While reorganizing their routine, bank employees report simultaneous pressure for customer service, commercial targets, and adaptation to new platforms, during a period of uncertainty about the future of some teams.
According to Contec and union representatives, the closure of the service adds to questions about quick decisions, contested targets, and role changes in areas that already accumulated complaints about intense pressure in daily life.
Emps+ Clients Will Be Redistributed After Closure
With the closure of Emps+, clients who were followed by the internal structure should be absorbed by other bank channels and service models.
The Itaú Emps, maintained as a digital platform for small entrepreneurs, is still presented by the bank as a self-service solution, without a manager or physical branch, with direct support through the app.
The change, however, led workers to question how the humanized service previously provided to selected portfolios by the closed segment will be maintained.
Employees heard by Contec and union entities point out the risk of overload for areas that receive new demands, especially if the redistribution occurs without a proportional reinforcement of teams.
At the launch of Itaú Emps, in July 2025, the bank presented the initiative as a platform aimed at small entrepreneurs, initially directed at businesses of sole proprietors and freelancers, with a forecast of gradual expansion to other profiles.
This information contextualizes the short duration of Emps+ as a human service arm associated with the new business front launched by the bank the previous year.
The case occurs during a period in which Contec and union entities had already been criticizing layoffs, branch closures, and structural changes at Itaú.
In recent publications, the São Paulo Bank Workers’ Union also linked the scenario to complaints about overload, failures in target dissemination, and lack of clear criteria in internal processes.
Union demands are expected to remain focused on three themes: transparency in performance evaluation, relocation conditions for affected professionals, and adequate compensation for workers taking on external roles.
So far, no public statement from Itaú has been found in its institutional channels, with additional details on the specific closure of Emps+ beyond the responses attributed to Contec and other union entities.
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