Global Business & Personal Financial Services
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Transcript of Global Business & Personal Financial Services
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Global Business & PersonalFinancial Services
Peter Flavel
General Manager, Business & Personal Financial Services
www.national.com.au
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The material that follows is a presentation of general background information about the Bank’s activities current at the date of the presentation, 19 July 2000. It is information given in a summary form and does not purport to be complete. It is not intended to be relied upon as advice to investors or potential investors and does not take into account the investment objectives, financial situation or needs of any particular investor. These should be considered, with or without professional advice, when deciding if an investment is appropriate.
Disclaimer
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Agenda
1. Global Franchise Strategy- Global Integrated Financial Services- Segmented customer base- Future growth from selected Relationship Management segments
2. Global Model- Deliverables- Opportunities
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The National’s Five Core Strategies
1. Drive performance and growth in businesses that rely on relationship management
2. Accelerate the growth of selected global businesses
3. Stake out positions in areas key to the evolution of financial services
4. Manage our other businesses for value
5. Build diversified income streams
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BANK BANKBANK
INSURANCEINSURANCE
INVESTMENTSINVESTMENTS
• Wealth Accumulation
• Wealth Management
• Wealth Protection
Integrated Financial Services is about understanding and providing for the full financial services needs of the customer throughout their lifecycle
INTEGRATEDFINANCIALSERVICESCOMPANY
PastPast TodayToday
Integrated Financial Services
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5.6 million
0.9 million
4.5 million
1.5 million
12.5 million customers in four geographies
Where our customers are
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• Franchise system development
• Develop CVPs, customer relationship approach, segmentation
• Overall strategy and development
• Drive segment performance globally
• Investment and resource focus
• Direct accountability for local operational trading performance
• Regional performance management
• Brand promotion
• Governance and regulatory management
• Strategy input and implementation
GLOBAL SEGMENT HEAD(Franchiser)
COUNTRY CEO(Franchisee)
Global Franchise Model
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PrivatePrivateAgribusiness
Agribusiness PremiumPremiumCustom
Business
CustomBusiness
PackagedBusiness
PackagedBusiness
Global Personal and BusinessFinancial Services
Global Personal and BusinessFinancial Services
• Bespoke - specialist
expert advice
• Bespoke - specialist
expert advice
• Tailoring
• Any place,Any time
• Tailoring
• Any place,Any time
• Businesssolutions
management
• Partnershipmanagement
• Businesssolutions
management
• Partnershipmanagement
• Specialistservices
• Specialistservices
• Cost-efficienttailoring
• Transactionmigration
• Cost-efficienttailoring
• Transactionmigration
RetailRetail
• Low CostTailoring
• TransactionMigration
• Low CostTailoring
• TransactionMigration
National Customer Segmentation
Tailored CustomerValue Propositions
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Global Retail Customer Model
Customer Relationship Management
CallCentres
• Expanded
functionality• Transaction
Migration• 24 x 7
Banker
• Life event salesand servicing
• PC rollout
eCommercedelivery
• Internet Banking
• NOLT• YPL
• 360 degrees• Concert
ATMEFTPOS
• Expandedfunctionality• Additionalmachines
PhysicalOutlets
• Reduced footprint
• New concepts
Customer
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FinancialPlanningSpecialist
Direct Client
Acquisition
Global Premium Customer Model
Relationship Manager
MobileMortgageManager
CallCentres
eCommerceATM
EFTPOSPhysicalOutlets
Customer Relationship Management
Customer
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Global Private Customer Model
PrivateBankerEstate
PlanningSpecialist
TaxationPlanningSpecialist
PortfolioManager
FinancialPlanningSpecialist
Customer
CallCentres
eCommerceATM
EFTPOSPhysicalOutlets
Customer Relationship Management
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Global Packaged Business Customer Model
BusinessBanker
SpecialistServices
Personal Banking/Financial Planning
CustomerExternalAdvisoryServices
CallCentres
eCommerceATM
EFTPOSPhysicalOutlets
Customer Relationship Management
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Global Custom Business Customer Model
BusinessBankerAsset
Finance/LeasingSpecialist
International Trade/Treasury
ExternalAdvisoryServices
Payments
Personal Banking/Financial Planning
Customer
CallCentres
eCommerceATM
EFTPOSPhysicalOutlets
Customer Relationship Management
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Cu
sto
m
Pac
kag
e
Ag
rib
us
Pri
vate
Pre
miu
m
Ret
ail
To
tal
Needs Met per customer segment
0
2
4
6
8
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Summary of Global Franchise Strategy
Integrated Financial Services
Segmented Customer Base
Solutions tailored to each segment
Consistent global delivery
Growth in Relationship Management model leads to increased Share of Wallet
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What the global model delivers……..
1. Global transfer of proven practices
2. Standardisation of products and processes
globally and therefore reduced costs
3. Global consistency with local execution
4. Leveraging global scale
5. Effective use of global talent pool
6. Diversification of country risk
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Global transfer of proven practices
Premium Choice packages and Flexiplus mortgage from Australia
Business Mortgage from Australia
Rapid Repay mortgage and Global Plus Rewards from New Zealand
Principal Account from UK and Ireland
New distribution channels (eCommerce, CRM) from Michigan
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Global transfer of proven practices
Establishing joint Business and Personal Financial Services centres in the UK (Leeds and Manchester)
Exporting the successful New Zealand Business sales tracking system into Michigan and Australia (including Lotus Notes capability)
Trialing new retailing concepts (eg mega BBCs and Investment Centres in Sydney and Melbourne)
Global Agribusiness model being implemented and award-winning Agribusiness marketing campaigns being exported from New Zealand
Successful UK Collections Centre model now in place in other regions
Global Customer Relationship Management system being implemented
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Global CRM capability
Home
PhysicalRetailOutlet
CustomerContact Centre
On the MoveInternet
AnytimeAnywhere
Any Device
Work Place
Customers to choose where, when and how their financial services are delivered… “anywhere, anytime, anyway”
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Customer Contact Centre
Mobile specialists
Internet
Banker
CRM will lead to a single view of the customer
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Personal Relationship ManagementCapability Development
Increased the number of Financial Planners from 200 to 300 in Australia and increased inflows through Financial Planners by 30% on prior year
Opened a further five Private Banking suites in Australia and New Zealand and increased specialist Financial Planners and Estate Planners
Launched Premium platform in the United States
Further rollout of Premium and Private Business in the UK and Ireland
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Business Relationship ManagementCapability Development
High touch “Major Client Groups” in key regions
Pilot of Micro and Package Business programs in the UK and US (respectively)
Commenced Custom Business Expansion program in the UK
Agribusiness model being implemented in all regions
Introduced specialist Financial Planners onto Business platform in Australia
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Very successful “manage the manager” operating model and product range in Australia
National’s distribution capacity and customers in overseas markets
Completed first review of options to enter the UK market
Global Wealth ManagementPotential Global Business
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Summary of Global Model
Examples of recent transfers of proven practices
Development of global CRM capability
Expansion of Relationship Management
Development of global wealth management business
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…...supporting the National’s five core strategies
1. Drive performance and growth in businesses that rely on relationship management
2. Accelerate the growth of selected global businesses
3. Stake out positions in areas key to the evolution of financial services
4. Manage our other businesses for value
5. Build diversified income streams
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26www.national.com.au