Global Business

1
Global Business PersonalFinancial Services

• Peter Flavel
• General Manager, Business Personal Financial
  Services

www.national.com.au
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Disclaimer
The material that follows is a presentation of
general background information about the Banks
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.
3
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 Nationals Five Core Strategies
1. Drive performance and growth in businesses
that rely on relationship management 2. Accelerat
e 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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Integrated Financial Services
Past
Today
INVESTMENTS
INTEGRATED FINANCIAL SERVICES COMPANY
BANK
BANK

• Wealth Accumulation
• Wealth Management
• Wealth Protection

INSURANCE
Integrated Financial Services is about
understanding and providing for the full
financial services needs of the customer
throughout their lifecycle
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Where our customers are
12.5 million customers in four geographies
4.5 million
0.9 million
1.5 million
5.6 million
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Global Franchise Model

• 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

COUNTRY CEO (Franchisee)
GLOBAL SEGMENT HEAD (Franchiser)
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National Customer Segmentation
Global Personal and Business Financial Services
Private
Agri business
Premium
Custom Business
Packaged Business
Retail

• Bespoke
• - specialist
• expert advice

• Tailoring
• Any place,
• Any time

• Business
• solutions
• management
• Partnership
• management

• Specialist
• services

• Cost-efficient
• tailoring
• Transaction
• migration

• Low CostTailoring
• Transaction
• Migration

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Global Retail Customer Model
Customer
Customer Relationship Management

• CallCentres
• Expanded functionality
• Transaction
• Migration
• 24 x 7

• Banker
• Life event sales
• and servicing
• PC rollout

• eCommerce
• delivery
• Internet Banking
• NOLT
• YPL
• 360 degrees
• Concert

• ATMEFTPOS
• Expandedfunctionality
• Additionalmachines

• PhysicalOutlets
• Reduced
• footprint
• New concepts

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Global Premium Customer Model
Customer
Direct Client Acquisition
Mobile Mortgage Manager
Financial Planning Specialist
Relationship Manager

Customer Relationship Management
CallCentres
eCommerce
ATMEFTPOS
PhysicalOutlets
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Global Private Customer Model
Customer
Taxation Planning Specialist
Financial Planning Specialist
Private Banker
Estate Planning Specialist
Portfolio Manager

Customer Relationship Management
CallCentres
eCommerce
ATMEFTPOS
PhysicalOutlets
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Global Packaged Business Customer Model
Customer
External Advisory Services
Business Banker
Specialist Services
Personal Banking /Financial Planning

Customer Relationship Management
CallCentres
eCommerce
ATMEFTPOS
PhysicalOutlets
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Global Custom Business Customer Model
Customer
External Advisory Services
International Trade /Treasury
Business Banker
Payments
Asset Finance /Leasing Specialist
Personal Banking /Financial Planning

Customer Relationship Management
CallCentres
eCommerce
ATMEFTPOS
PhysicalOutlets
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Needs Met per customer segment
Total
Retail
Private
Custom
Agribus
Package
Premium
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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
Customers to choose where, when and how their
financial services are delivered anywhere,
anytime, anyway
On the Move
Internet
Physical
Retail
Outlet
Home
Anytime
Anywhere
Any Device
Customer
Work Place
Contact Centre
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CRM will lead to a single view of the customer
Customer Contact Centre
Banker
Internet
Mobile specialists
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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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Global Wealth ManagementPotential Global Business

• Very successful manage the manager operating
  model and product range in Australia
• Nationals distribution capacity and customers in
  overseas markets
• Completed first review of options to enter the UK
  market

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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 Nationals five core strategies
1. Drive performance and growth in businesses
that rely on relationship management 2. Accelerat
e 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
26
www.national.com.au