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2014 Retail Banker International Awards

Sponsored by:. Retail Banker International Awards 2014 Celebrating global excellence in retail banking London, 8 July, 2014. 2014 Retail Banker International Awards. A brief introduction…. A brief introduction…. 29 th Retail Banker International Awards

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2014 Retail Banker International Awards

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  1. Sponsored by: Retail Banker International Awards 2014 Celebrating global excellence in retail banking London, 8 July, 2014 2014 Retail Banker International Awards

  2. A brief introduction… A brief introduction… • 29th Retail Banker International Awards • 50 banks from across the world nominated • 15 award categories Douglas Blakey, Editor Billy Bambrough, Deputy Editor

  3. Few words from our sponsor…FISERV

  4. RBI Awards Richard Broadbent – VP of strategy and channel development

  5. The Changing Nature of Financial Services New opportunities and new challenges have emerged as consumers increasingly embrace the digital age. They expect choice, flexibility, speed and high levels of service from their financial services providers.

  6. Financial Services Innovation Fiserv is accelerating the transformation of the UK financial services industry with the creation of Agiliti, a hosted, ‘pay as you grow’ retail banking technology offering, available on a modular basis.

  7. Mobile Innovation

  8. Retail Banker International Awards

  9. And the nominations are…

  10. Best Corporate Social Responsibility Programme • Akbank • Khan Bank • DBS • Maybank • BNP Paribas

  11. And the winner is… Khan Bank Best CSR Programme 2014 An honourable mention goes to… DBS

  12. Innovation of the Year in IT, Product, Customer Service or Payments • Akbank • Bank of the West • Absa • Emirates NDB • First Bank of Nigeria

  13. And the winner is… Bank of the West Innovation of the Year 2014 An honourable mention goes to… Akbank

  14. Best Digital Channels Strategy • ANZ • Bangkok Bank • CIBC • Nationwide UK • DenizBank • Royal Bank of Canada

  15. Well done… ANZ Best Digital Channels Strategy 2014 An honourable mention goes to… Royal Bank of Canada

  16. Best use of Digital Marketing • Akbank • Intesa Sanpaolo • DenizBank • Royal Bank of Canada • Bank of Ireland • Kasikorn Bank

  17. And the winner is… Bank of Ireland Best use of Digital Marketing 2014 An honourable mention goes to… Kasikornbank

  18. IT Strategy of the Year • Heritage Bank • Panin Bank • Nationwide UK • Akbank • International Bank of Qatar

  19. And the winner is… Panin Bank IT Strategy of the Year 2014 An honourable mention goes to… Nationwide UK

  20. Best Branch Strategy • Umpqua Bank • Aktifbank Turkey • The Co-op Bank of Cape Cod • Royal Bank of Canada • Akbank

  21. And the winner is… Umpqua Bank Best Branch Strategy 2014 An honourable mention goes to… The Co-op Bank of Cape Cod

  22. African Retail Bank of the Year • Absa • First National • Guaranty Trust Bank • Access Bank Nigeria • Standard Bank

  23. Congratulations… Guaranty Trust Bank African Retail Bank of the Year 2014 An honourable mention goes to… Absa

  24. North American Retail Bank of the Year • Ally Bank • Umpqua Bank • Royal Bank of Canada • Union Bank • Canadian Imperial Bank of Commerce

  25. Well done… Ally Bank North American Retail Bank of the Year 2014 An honourable mention goes to… Canadian Imperial Bank of Commerce

  26. European Retail Bank of the Year • BBVA • mBank Poland • Santander • Getin Noble • Alior

  27. And the winner is… Alior European Retail Bank of the Year 2014 An honourable mention goes to… Getin Noble

  28. Katarzyna Rybicka Head of StrategyDepartment Alior Bank S.A.

  29. Middle East Retail Bank of the Year • Investbank • Emirates NBD • Abu Dhabi Commercial Bank • Mashreq • Dubai Islamic

  30. Congratulations… Mashreq and Dubai Islamic Middle East Retail Banks of the Year 2014

  31. Latin American Retail Bank of the Year • Citigroup • Santander • Banco do Brasil • Bradesco • Itau Unibanco

  32. Well done… Citigroup Latin American Retail Bank of the Year 2014 An honourable mention goes to… Santander

  33. Asia-Pacific Retail Bank of the Year • DBS • OCBC • Bank of Mongolia • ICICI • Kasikornbank

  34. And the winner is… DBS Best Asia-Pacific Retail Bank of the year 2014 An honourable mention goes to… OCBC

  35. David McKay, head of personal and commercial banking – RBC Jorge Ruiz, head of business development and digital banking – Citi LatAm Segun Agbaje, managing director and CEO – Guaranty Trust Michal Panowicz, head of marketing and business development – mBank Ray Davis, CEO – Umpqua Bank Retail Banker of the Year

  36. And the winner is… Jorge Ruiz Head of Business Development and Digital Banking – Citi LatAm Retail Banker of the Year 2014

  37. And the winner is… Akbank Retail Banker International Editor’s Award 2014 The Editor’s Award

  38. And…finally…

  39. Global Retail Bank of the Year • Alior • BBVA • Dubai Islamic • Royal Bank of Canada • Westpac

  40. And the award goes to… Royal Bank of Canada Global Retail Bank of the Year 2014 An honourable mention goes to… BBVA

  41. RBI Awards 2014

  42. RBI Awards 2014 Why RBC is the Global Retail Bank of the Year • For the fourth year in a row, RBC’s retail bank set records for financial performance, outperformed its Canadian and North American peer group: • P&CB’s revenue up 5% to $13.2 billion • Net income after tax (NIAT) up 9% to $4.4 billion • Retail earnings up 6% to $5.8 billion. • Canadian Banking (CB) volume growth up 6% (31% above peer average of 4.6%) • PCL decreased by 5 bps or $107 million (10% better than peer average) • Net interest margins at 2.72% (9 bps better than peer average) • Efficiency ratio improved by 50 bps to 44.5% (480 bps better than the peer average) • This performance was achieved despite a number of negative outside influences: • Slow GDP growth • Significant and costly regulatory change (including new prudent lending legislation around mortgages and lines of credit which resulted in the most sluggish household credit growth in 30 years) • Record High personal-to-debt income levels • Prolonged period of low interest rates • Market volatility • Increased competition from existing and new market participants • This organic volume growth was predominantly driven by our proprietary distribution channels and sales-force, and through our continued commitment to our strategic vision • RBC wants to be customers first choice by meeting their needs faster, better and simpler than our competitors. We deliver on that vision by focusing on four key goals: • Improving the efficiency ratio • Achieving a 25% premium in volume growth (relative to the Canadian peer average) • Generating industry-leading levels of employee engagement • Generating industry-leading client loyalty Strategic Vision: Always earning the right to be our client’s first choice

  43. RBI Awards 2014 Delivering on our key goals • In 2013, RBC Royal Bank continued to deliver on its goals, including efficiency and productivity, which was a challenging task given the sizeable investment made to better serve its clients. To advance these goals RBC: • Introduced the Internet Protocol Contact Centre • Enables next-generation capabilities in support of RBC’s multi-channel distribution strategy • Eliminated geographic constraints for 10,000 call centre agents, letting calls be routed to the right expert regardless of where they might be • Provides RBC with increased ability to manage its workforce, produce better analytics on client and employee behaviours • Generates run-rate cost savings from improvements in productivity • Deployed our new mortgage system “Lynx” • Provides better client experience through simplification and automation of end-to-end mortgage process • Allows for reduced sales-force effort while eliminating errors • Deployed eSignatures, supporting our investments and retirement planning, personal lending and deposit accounts • Program supports both in-branch signing and at-home online signing • Virtually eliminate errors in paperwork and back office re-work • 22 days of back office cost-avoidance realize for every 1,000 eSignatures • Avoids unnecessary following up with our clients • Clients are provided these signed documents within Online Banking • We are averaging 10,000 transactions a day, far exceeding our estimates and have eliminated over 42 million pages annually • We introduced RBC Connect, RBC’s internal enterprise social media platform • Nearly 50,000 users with active participation rates of 61% (industry benchmark: 10-20%) • User driven content enabling simple and quick establishment of community groups allowing critical collaboration for: delivery of support, sharing best practices, collaborating on sales opportunities, leadership communications, project delivery and even crisis communications

  44. RBI Awards 2014 Industry Leading Results • During 2013, our highly disciplined approach to managing performance against our vision and goals resulted in: • 31% premium volume growth (6.0% vs. peer average 4.6%) • 2.72% NIM for Canadian Banking exceeding peer average by 9 bps • Remained #1 or #2 market share in all core businesses: • Consumer Lending: up 55 bps to 23.6% • Business Loans (under $25mm): up 42 bps to 24.8% • Business Deposits: up 33 bps to 25.8% • Growth came without sacrificing margins/ credit quality (as stated, PCL decreased by 5 bps or $107 million) • Employee engagement up 10 bps to 65% (High Performance Norm was 61%) • Personal Banking Net Promoter Score of 56.5%, up from 53.1% in 2012 and from 26.5% in 2003 • Commercial Net Promoter Score of 48.4, up from 40.1 in 2012 • Business Financial Services’ return on equity was 38% in 2013 • Overall, the bank’s continued focus on implementing its strategic programs resulted in the following key efficiency and productivity improvements in 2013: • Improved Efficiency Ratio by 50 bps YoY to 44.5% (480 bps better than peer average) • By almost every measure including our industry-leading net income of $4.4 billion (a 9% increase over the previous year), a 31% premium in business volume growth over its Canadian peer group, the best net interest margins among its peer group, the best efficiency ratio among its Canadian peer group, leading and growing market share positions in most core businesses, best-in-class financial advice, awarding winning customer service, and highly recognized social and corporate responsibility -- fiscal 2013 was an outstanding year for RBC Royal Bank in which it out-performed its peer group across North America and globally in most categories Improved Efficiency and Productivity Summary

  45. Stay tuned… • Follow the RBI website to find out more about the 2015 awards • Congratulations to all the winners • Thank you very much for joining us www.retailbankerinternational.com

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