Retail Banking Overview

Transcription

1 Retail Banking Overview Speakers: Mikheil Gomarteli, Deputy CEO, Mass Retail Banking, JSC Bank of Georgia Ramaz Kukuladze, Deputy CEO, SOLO & MSME, JSC Bank of Georgia BGEO Investor Day 9 November 2017 Tbilisi, Georgia

2 CONTENT Retail Banking Performance Mass Retail Results and Initiatives SOLO, Premium Retail Banking Micro, Small and Medium Enterprises Q&A

3 STRONG LOAN BOOK GROWTH RB gross loan book GEL millions Number in thousands 1, , % +39.1% 2,854 1, ,969 1,346 1, ,118 1, % +38.1% 3,352 1,056 1, ,022 4,629 1,501 1, ,380 1,459 Constant currency growth Nominal growth Sep-16 Sep-17 Mortgage loans Consumer loans Credit card balances MSME loans Number of loans 3

4 DIVERSIFIED LOAN BOOK RB gross loan book by products 11.6% SME loans 31.5% Mortgage loans 20.9% Micro loans 1.4% Pawn loans 6.6% Credit cards & overdrafts 2.5% POS loans 25.5% General consumer loans 4

5 STRONG DEPOSIT GROWTH RB deposits GEL millions +19.2% +28.4% 1,880 2, % +37.7% 2, , Constant currency growth Nominal growth 1, , ,148 1,429 1,252 1, Sep-16 Sep-17 Current & savings accounts Time deposits & SDs MSME accounts & deposits 5

6 BOG MARKET SHARE Loans to individuals GEL millions Deposits of individuals +2.1%* GEL millions +1.0%* 34.9% 34.3% 36.4% 33.2% 33.0% 33.2% 34.2% 32.4% 29.3% 29.0% 1,392 1,812 2,453 3,310 2,848 3, % 1, % 1,772 2,447 3,028 2,613 3, Sep-16 Sep-17 BoG loans to individuals BoG market share Sep-16 Sep-17 BoG deposits of individuals BoG market share * Excluding Credo Bank, which registered as a bank in 1Q 2017 Source: National Bank of Georgia 6

7 CONTENT Retail Banking Performance Mass Retail Results and Initiatives SOLO, Premium Retail Banking Micro, Small and Medium Enterprises Q&A

8 RETAIL BANKING SEGMENTS Emerging Retail Mass Retail Clients k 1,554.2 k Loan book GEL mln GEL 1,724.8 mln Deposits GEL mln GEL 1,266.8 mln 9M profit GEL 26.2 mln GEL 77.2 mln Profit per client Annualised GEL 70.0 GEL 66.9 Product to client ratio Cost to income ratio 35.1% 37.8% Branches As at 30 September

9 MEDIUM TERM TARGETS Emerging Retail Mass Retail Strategic focus Double number of transactions Increase product to client ratio to 3.0 Service model Product centric cross-selling 360 financial planning 9

10 TRANSFORMING RETAIL We put customer at the core of our business Define customer needs and segmentation Align new service model Optimise branch operating model Set up performance management 10

11 NEW SUB-SEGMENTATION AND SERVICE MODEL From To # of product categories Service model Service model # of product categories 360 financial planning Mass Retail+ Mass Retail 1.6 mln customers Product centric cross-selling Mass Retail Product centric cross-selling Emerging Retail+ Emerging Retail 0.5 mln customers Emerging Retail 11

12 BRANCH OPERATING MODEL Product centric approach Customer centric approach Mortgages Product specialist Universal banker Mortgages Consumer loans Customer Consumer loans Credit cards Credit cards Accounts and deposits Accounts and deposits Additional services Additional services 12

13 DE-DOLLARISATION CONTINUES Pro-active meeting scheduling, advising and product offering Pro-active using customer flow for advising and product offering 200K Scheduled meetings in 2017 ~40% Conversion rate* Additional products 182% Mortgages Deposits Current accounts 111% 160% 179% +141% Growth in number of products sold Credit cards Consumer loans 33% 63% Compare to the sales before transformations * Product sold to unique customer/unique customer served 13

14 EFFICIENCY Average number of transactions in transformed branches Optimising Mass Retail branches Start of transformation Closed Transformed to Express Current network To be close To be transformed to Express End of transformation % % -25% % % 82% Before After Self service Tellers Self-service Non-standard branches - CB branches, pawnshops, etc. 14

15 CUSTOMER CENTRIC BRANCH CONCEPT 15

16 Relationship brings a New Loyalty Programme 16

17 LOYALTY PROGRAMME Status levels can be achieved by using multiple banking products Points are collected through different interactions with the bank Classic Silver Gold Assets and liability volume Card transactions Express Recommendation Status level qualifies clients for exclusive benefits Points can be easily redeemed for specific rewards Discount on banking products Priority treatment More reward points Special gifts from catalogue Consumer goods Utility and other payments Insurance benefits Health care benefits Transferable Free transport tickets 17

18 LOYALTY PROGRAMME Number program members Thousands Number of upgraded members Thousands Pilot Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 F Dec-17 F Pilot Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 F Dec-17 F 22.9% upgrade rate vs. estimated 10.0% Including upgrades during sign-ups 12.6% 78 Programme partners 200 Active special offers 3 Special campaigns per month 96k Transactions with Plus points 18

19 Upgrades LOYALTY PROGRAMME Unlock full potential of current customers Mass Retail 72% 2% To Solo 5% To Gold 26% To Silver Gold 5% Silver 17% Classic 31% Emerging Retail 28% 67% To Classic Express 47% 19

20 ADVANCED ANALYTICS Roadmap and main achievements Credit application scoring Pre-approved credit products Fully automated lending process Risk-based pricing Switch from traditional statistics to machine learning Next best offer Probability of default model Size of wallet Centralised credit Behavioral models for Propensity models Churn management approval process credit limit management Customer churn model Customer win-back Analytical data mart Customer value Sales campaigns Big Data platform Sentiment analysis Real-time campaigns CRM 20

21 ADVANCED ANALYTICS Underwriting 37% Pre-approvals in total credits sold 77% Fully automated decisions 105k Applications processed per month <5min Decision time for 85% application processed Targeted campaigns though different channels 116 Campaigns 8 mln Offers 205 k Sold products 21

22 EXPRESS BANK Unique clients served Thousands 49K Acquired clients* , Number of total transactions Millions M 17 * M Banking transactions Millions % 81% 82% % % 86% % % % % % 77% +32.9% % M 16 9M 17 Total tranasactions Share of self-service transactions M 16 9M 17 Total tranasactions Share of self-service transactions 22

23 EXPRESS BANK Number of products and services sold Thousands Average monthly sales by products and services 100K Product sold per month % % Other services 26.4% Debit cards % Deposits M 16 9M 17 Loan book GEL millions 3.0% Credit cards Accounts and deposits GEL millions +53.3% +97.2% % Loans M 16 9M M 16 9M 17 23

24 PUBLIC TRANSPORTATION PAYMENT SYSTEM 61 SSTs in Metro stations 24 Branches in Metro stations Additional revenue stream from other banks card transactions 2 mln MetroMoney cards 800k MetroMoney Top-up* 253 SSTs on bus stations +2.1 mln Transactions per month Tbilisi transport Exclusive access 98k Student cards 24 ATMs in Metro stations 120k School cards Exclusive contracts Tbilisi Metro Tbilisi Bus Tbilisi Ropeway Tbilisi Mini-bus Batumi Bus 24

25 DIGITAL CHANNELS Number of transactions Millions 147K Mobile bank users % 188K Internetbank users % 829 ATMs % K POS terminals % M M M

26 CONTENT Retail Banking Performance Mass Retail Results and Initiatives SOLO, Premium Retail Banking Micro, Small and Medium Enterprises Q&A

27 27

28 Thousands CONTINUED GROWTH OF CLIENT BASE 47.9% YTD Growth; 68.0% YOY Growth % 12.1% % % % % SOLO Club Launch % Dec - 15 Mar - 16 Jun - 16 Sep - 16 Dec - 16 Mar - 17 Jun - 17 Sep - 17 Dec - 18 SOLO Clients SOLO Club Clients Quarterly Growth 28

29 LEADER IN THE PREMIUM BANKING SEGMENT Number of Premium Segment Clients 1 New Clients Share in SOLO Acquisition 2 25% 23% 21% 21.4% 23.1% 19% 18.5% 21,279 21,659 Peer Bank SOLO 17% 15% 13% 11% 16.7% 16.9% 14.8% Q1 Q2 Q Data as of March 2017 & Source: BOG Internal Reporting; TBC Capital Markets Day Source: BOG Internal Reporting 29

30 GEL Millions GEL Millions SOLID GROWTH Gross Loan Book Deposit Portfolio 1,800 1,600 1,400 1, % 55.9% 51.7% 43.6% 1,066 Nominal Growth Constant Currency Growth 1,400 1,200 1, % 44.0% % 41.3% 1,082 1, Dec - 15 Dec - 16 Sep - 16 Sep Dec - 15 Dec - 16 Sep - 16 Sep - 17 Mortgage Loans Consumer Loans Credit Card & Overdraft Balances Time Deposits & CDs Current & Savings Accounts YTD Growth 23.9% 30.8% YTD Growth 21.7% 27.4% 30

31 GEL Millions STRONG PROFITABILITY NIM Revenue 7.00% % % % % 4.00% 4.8% 5.0% % 9M16 9M17-9M15 9M16 9M17 Net Interest Income Net Fee & Commission Income Other Operating Income 31

32 GEL Millions STRONG PROFITABILITY (cont d) Cost to Income Net Profit 45.0% 44.0% % % 42.0% % % % 39.0% 38.0% 41.8% 41.1% % 36.0% % 9M16 9M17-9M15 9M16 9M17 32

33 STRATEGIC FOCUS 40K Clients by the end of K SOLO Club members by the end of 2018 Focus on advisory services Ramp up sales efforts Broaden product offering Increase cross-selling Enhance customer data management Differentiate on lifestyle 33

34 SOLO LOUNGE EXPERIENCE OFFER LOUNGES Tailor-made banking solutions Concierge-style environment Access to exclusive products and events Lifestyle opportunities 34

35 ADVISORY SERVICE Manage 1 Your Spending 2 Build Your Savings Diversify 5 Your Wealth 5 Step Approach Protect 3 Your Family Manage 4 Your Debts 35

36 SOLO DIGITAL EXPERIENCE Tailor-made digital environment Mbank & IBank recognise client status and automatically divert to SOLO interface 36

37 SOLO LIFESTYLE Travel Entertainment Education Healthy Lifestyle 37

38 TRAVEL ENTERTAINMENT 38

39 EDUCATION HEALTHY LIFESTYLE Masterclasses in: Robotics: Leading More Productive Fitness Classes Tomorrow Becoming A Cyber Hero Launching 21 st Century Startups Expansion Strategies Psychology Recycle Your Energy Yoga Classes User Experience & Innovation Endocrinologist Nutrition 39

40 SOLO AT A GLANCE As at 30 September 2017 Clients Gross Loan Book Deposit Portfolio NIM 9M Profit Profit per Client (Annualised) P/C Ratio Branches NPS k GEL 1,066 mln GEL 1,082 mln 5.0 % GEL 28.7 mln GEL 1, % 1 BOG Research 40

41 CONTENT Retail Banking Performance Mass Retail Results and Initiatives SOLO, Premium Retail Banking Micro, Small and Medium Enterprises Q&A

42 MICRO AND SME

43 Thousands CONTINUED GROWTH OF CLIENT BASE 17.3% YTD Growth; 24.8% YOY Growth 300 MSME Clients Mar - 16 Jun - 16 Sep - 16 Dec - 16 Mar - 17 Jun - 17 Sep - 17 MSME Clients 43

44 GEL Millions GEL Millions SOLID GROWTH Gross Loan Book Deposit Portfolio 1,800 1,600 1,400 1,200 1, % 39.7% 1,346 1, % 44.2% 1,586 Nominal Growth Constant Currency Growth % 16.5% % 60.1% Dec - 15 Dec - 16 Sep - 16 Sep Dec - 15 Dec - 16 Sep - 16 Sep - 17 Time Deposits & CDs Current & Savings Accounts YTD Growth 17.8% 22.7% YTD Growth 53.6% 59.5% 44

45 GEL Millions STRONG PROFITABILITY NIM Revenue 7.00% % % 5.00% % 5.5% 5.7% % 9M16 9M17-9M16 9M17 Net Interest Income Net Fee & Commission Income Other Operating Income 45

46 GEL Millions STRONG PROFITABILITY (cont d) Cost to Income Net Profit 55.0% % 50.0% % % % % % % 9M16 9M17-9M16 9M17 46

47 STRATEGIC FOCUS Increase number of clients Increase profitability per client Focus on a relationship banking model Balance human touch and digital channels New products for SME clients (factoring, insurance, etc) Improve customer experience Step up relationship with SOLO (owners, directors) 47

48 SERVICE MODEL Customer centric approach Customer centric approach Relationship based approach Segment based products Advisory based approach SOLO Lifestyle SME SOLO Improve cross-sell 48

49 SME RELATIONSHIP MODEL Relationship phase Support Providing Value Added Services Through.. Analyst Client Banker Responsible for: Conducting financial analysis Loan structuring Analytical Expertise Product Specialist Responsible for: Providing guidance on sophisticated products Segment-tailored products Relationship Value Proposi tion Product Expertise 49

50 CREATING MORE VALUE FOR SME CLIENTS Regular networking events organised for clients Pro-Bono & Trainings Acclaimed professionals delivering speeches on various interesting issues (on tax, marketing, IFRS etc.) End-2-end process review Improved Customer Experience Simplified products Digital innovation Dedicated branch serving SME clients (including non-banking services) Business Center Digital Business HUB: Web based self-help knowledge delivered to MSME clients Publications based on areas of interest (how to use social and digital channels to increase sales, etc.) 50

51 INNOVATIVE SOLUTIONS FOR MSME Digital Hub for Sharing Business Knowledge Instant Lending for Micro Organizations 51

52 BUSINESS AT A GLANCE As at 30 September 2017 Clients Gross Loan Book Deposit Portfolio NIM 9M Profit Profit per Client (Annualised) P/C Ratio Branches NPS* k GEL 1,586 mln GEL 381 mln 5.7 % GEL 36.3 mln GEL N/A Micro 76% SME 67% * BOG Research 52

53 OUTSTANDING PERFORMANCE IN RETAIL BANKING IN 9M17 RB profit is up 22% y-o-y RB loan book is up 38% y-o-y RB deposit portfolio is up 38% y-o-y RB ROAE % 34% 53

54 QUESTIONS? BGEO Investor Day 9 November 2017 Tbilisi, Georgia 54

55 DISCLAIMER FORWARD LOOKING STATEMENTS This presentation contains forward-looking statements, including, but not limited to, statements concerning expectations, projections, objectives, targets, goals, strategies, future events, future revenues or performance, capital expenditures, financing needs, plans or intentions relating to acquisitions, competitive strengths and weaknesses, plans or goals relating to financial position and future operations and development. Although BGEO Group PLC believes that the expectations and opinions reflected in such forward-looking statements are reasonable, no assurance can be given that such expectations and opinions will prove to have been correct. By their nature, these forward-looking statements are subject to a number of known and unknown risks, uncertainties and contingencies, and actual results and events could differ materially from those currently being anticipated as reflected in such statements. Important factors that could cause actual results to differ materially from those expressed or implied in forward-looking statements, certain of which are beyond our control, include, among other things: currency fluctuations, including depreciation of the Georgian Lari, and macroeconomic risk; corporate loan portfolio exposure risk; regional tensions; regulatory risk; cyber security, information systems and financial crime risk; investment business strategy risk; and other key factors that we have indicated could adversely affect our business and financial performance, which are contained elsewhere in this presentation and in our past and future filings and reports, including the 'Principal Risks and Uncertainties' included in BGEO Group PLC's Annual Report and Accounts 2016 and in its Half Year 2017 Results announcement. No part of this presentation constitutes, or shall be taken to constitute, an invitation or inducement to invest in BGEO Group PLC or any other entity, including any future entity such as BGEO Investments PLC or Bank of Georgia PLC, and must not be relied upon in any way in connection with any investment decision. BGEO Group PLC undertakes no obligation to update any forward-looking statements, whether as a result of new information, future events or otherwise, except to the extent legally required. Nothing in this presentation should be construed as a profit forecast.