Consumer and Wholesale Banking Day

[Pages:78]Investor trip 2012

Consumer and Wholesale Banking Day

Leading the way

in Asia, Africa and the Middle East

1

Investor trip 2012

Leading the way

in Asia, Africa and the Middle East

Consumer Banking Strategy

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Leading the way

in Asia, Africa and the Middle East

Steve Bertamini Chief Executive Officer, Consumer Banking

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Key messages

Consumer Banking transformation on track Strong balance sheet and diversified growth Macro trends support long term opportunities Continuing to invest for long term growth

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New capabilities in place or being deployed to deliver the Customer charter

Relationship

SCB Way

Solutions

Service

Customer charter

Friendly, fast and accurate service Solutions to your financial needs Recognition of your overall banking relationship

Frontline enablers

Note: CEMS ? Customer experience management system, NBC ? Needs based conversation

CVPs 5

Consumer Banking strategic agenda

PARTICIPATION MODEL

CUSTOMER FOCUS

Grow HVS and

active customers

Build digital main

bank capabilities

Increase CASA1

and unsecured mix

Drive product per

customer income via SCB2 Way, bundles and analytics

Expand

and integrate distribution network

Leverage brand and

service guarantees to dial up NPS3

Deepen and

broaden Wealth Management solutions via trusted advisor proposition

1CASA - Current and saving accounts; 2SCB - Standard Chartered Bank; 3NPS ? Net promoter score

`BACK TO BASICS'

Deliver balance

sheet and AUM growth

Become employer

of choice

Improve

productivity and the control environment

Maintain tight cost

and risk discipline

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Investor trip 2012

Leading the way

in Asia, Africa and the Middle East

Consumer Banking Financial Performance

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Leading the way

in Asia, Africa and the Middle East

Vishu Ramachandran Chief Operating Officer, Consumer Banking

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