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ANZ Investor Day Auckland, New Zealand AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED
Thursday, 4 June 2015 Retail, Business Banking and Wealth Presentation Fred Ohlsson MANAGING DIRECTOR, RETAIL AND BUSINESS BANKING John Body MANAGING DIRECTOR, WEALTH NZ
To be the best Retail and Business Bank in New Zealand by helping Kiwis achieve more 2 Goals • #1 in Service • #1 in Growth
6 Priorities • Attract, develop and retain NZ’s Best
Bankers • Customers feel valued • Win three key segments • Right place, Right time • Customer insight that delivers value • Simplification
Strategic priorities to deliver Growth and Service
Fred Ohlsson Managing Director Retail & Business Banking
Andrew Webster, David Graham, Charlie Howe, Rodney King GMs – Auckland, Northern, Central, Southern
Andrew MacFarlane Head of Products
Tina Maclean Head of Customer Insight & Analytics
Brendan Thawley Head of Sales & Service Performance
Wayne Percival Head of Specialist Distribution
Campbell Wright GM Contact Centre & Merchant Services
Liz Maguire Head of Digital Channels & Transformation
Hennie Burger Head of Business Risk & Support
2
Retail & Business Banking – performing well
932 968
1H14 1H15
58,711 61,917
1H14 1H15
44,373
49,834
1H14 1H15
343
365
1H14 1H15
1. As at 31 March 2015 Note: All values in NZD ($m), Lending is Net Loans & Advances, Deposits are Customer Deposits 3
+4% +5% +12% +6%
Lending NPAT Deposits Revenue
68%
32%
65%
35%
60%
40%
73%
27%
Business Banking Retail
Lending1 NPAT1 Deposits1 Revenue1
75%
80%
85%
90%
95%
Mar-14 Sep-14 Mar-15
ANZ ASB BNZ Kiwibank Westpac
Retail satisfaction1
(6 month rolling average) Business satisfaction2
(4 quarter rolling average)
75%
80%
85%
90%
95%
Mar-14 Sep-14 Mar-15
Delivering value to customers, progressing towards #1 Service
Delivering growth in ‘Tight five’
Mortgages
• Captured 36% of market growth in Mortgage FUM in 1H15
Credit Cards
• Captured 30% of market growth in Credit Card balances in 1H15
Deposits
• Captured 44% of market growth in Household deposit FUM in 1H15
Life Insurance
• Captured 35% of the banks’ market growth of new life insurance business in 1H15
KiwiSaver
• Captured 30% share of all new KiwiSaver members in 1H15
Products per retail customer
39.1% 37.1% 34.9%
46.7% 47.3% 46.7%
14.2% 15.6% 18.4%
Mar 13 Mar 14 Mar 15
4+ 2-3 1
% of Retail customers
1. Camorra Retail Market Monitor (RMM) 2. TNS Business Finance Monitor
4
Closing our gap to achieve #1 in Service
ANZ MarketANZ Market
Delivering growth
Retail customer acquisition
Mortgage growth1
Mortgage FUM growth Mar 14 to Mar 15
59k 67k
82k
1H13 1H14 1H15
CAGR 18%
2.6k 3.4k 3.5k
1H13 1H14 1H15
CAGR 15%
Business Banking customer acquisition
1. Market growth sourced from RBNZ for both banks and non-banks
Household Deposits growth1
Household Deposits FUM growth Mar 14 to Mar 15
1.3x 1.1x
5
29% 32%
29% 24%
1H13 1H15
ANZ Leading peer bank
Growing in priority segments
27% 28%
19% 20%
1H13 1H15ANZ Leading peer bank
Christchurch Share of new home loan registrations
#1 in Auckland and Christchurch1
Auckland Share of new home loan registrations
1. Core Logic. Leading peer bank Auckland – ASB, Christchurch – Westpac 2. Camorra Retail Market Monitor rolling 12 months share of Main Bank for Migrant (Immigrated within the past 5 years) customers 3. Customer share is defined as businesses with lending or deposits and excludes leasing and trade finance
Small Business customer share3
39% 43%
24% 28%
Mar-13 Mar-15ANZ Leading peer bank
6
Migrants Market Share2
30%
41%
22% 18%
Mar-13 Mar-15ANZ Leading peer bank
Leveraging scale to optimise the business
4.5 5.5
6.3
1H13 1H14 1H15
Optimising channels
Improving revenue per branch1
86% Frontline sales staff with authority to make credit decisions
Increased frontline staff training hours; now on track to world’s best practice of 1 week of learning per annum
100% Mobile Sales force with iPad capability to enable better customer interactions on the go
99% goMoney satisfaction score for April-15 and ranked #1 for 5 months in 1H15
New systems providing staff the ability to better manage and action customer feedback
20% Drop in the average number of problems reported by customers from FY14
Enhancing the customer experience
Increasing sales capability
1. Based on NZ Division 2. McCulley Research Limited (first choice or seriously considered) – Mar 2015
7
Number of Card PINs set digitally by customers within nine months of launch
Sales and service hours freed up for staff through process improvements in 1H15
300k
30k
Simplifying the business
Customers can now roll-over their home loan fixed rates through Internet Banking
NZ$m
Well managed growth
0
50
100
150
200
250
300
00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15
Auckland Rest of NZ
Canterbury
41%
11% 7%
26%
12% 3% Auckland
Wellington
Christchurch
Other North Island
Other South Island
Other
New Zealand house price indices1 ANZ mortgage portfolio well diversified
1. Sourced from REINZ 2. As at March 2015
8
Australia
Mortgage Portfolio Loan to Valuation (LVR)
Australia
New Zealand (Static)
22%
59% 19%
20% 49%
15% 7% 4% 3% 2%
Static Dynamic
Auckland2
37% 38%
16% 18%
24% 30% 14% 9% 9% 5%
FY 2012 FY 2015
90%+
81-90%
71-80%
61-70%
0-60%
Sep-12 Mar-15
Improving Wealth sales via distribution network – Life Insurance
We’re focusing our distribution efforts in channels we own and control…
…resulting in more ANZ customers having a Wealth Solution…
54% 84%
46% 16%
1H10 1H15Proprietary Channels Intermediaries
Sales channel mix for new life insurance business
395k
543k
Mar-13 Mar-15
Number of ANZ customers with a Wealth solution1
9.0% 9.6%
Mar-13 Mar-15
…increasing our market share… …and our customer retention
Life insurance share2 Life insurance lapse rates3
18.3%
15.6%
Mar-13 Mar-15
1. Includes customers with Kiwisaver and ANZ branded Life Insurance only 2. Sourced from Financial Services Council (FSC), In-force Market Share of all providers 3. Rolling 12 months lapse rate for consolidated Life Insurance book
18%
25%
Mar-13 Mar-15
Customer penetration for Wealth products1
9
Total in-force API +63%
Improving Wealth sales via distribution network – Kiwisaver
24.7%
25.8%
26.7%
Mar-13 Mar-14 Mar-15
Kiwisaver members ANZ market share1
Holding 1 in 4 KiwiSaver retirement funds, totalling more than $7b in FUM
Building trust as the largest and most awarded fund manager in New Zealand
1. Sourced from IRD
10
Fund Manager of the Year
KiwiSaver Category
International Equities Category
‘Silver’ rated funds
Platinum rating for KiwiSaver
Annual Reporting of the Year
Investment Statement of the Year
Excellence in communications
Fund Manager of the Year
Fund Manager of the Year Intl Equity
Fund Manager of the Year NZ property
KiwiSaver Manager of the Year
Capturing the largest share of KiwiSaver members
0.0%
10.0%
20.0%
30.0%
40.0%
Apr-14 Jun-14 Aug-14 Oct-14 Dec-14 Feb-15ANZ % of new KiwiSaver membersANZ % of transferred KiwiSaver members
ANZ Share of Kiwisaver members1
Summary
11
Clear strategy • A clear strategy that is working for us • Leveraging scale and efficiency • A sizeable opportunity for further growth Delivering to strategy • Strong revenue and NPAT performance • Leading our competitors in both lending and deposits • Growing above market and continuing to extend our lead
Key focus areas that will continue to enable our growth • Service • Priority segments • Simplification
12
The material in this presentation is general background information about the Bank’s activities current at the date of the presentation. It is information given in 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
This presentation may contain forward-looking statements including statements regarding our intent, belief or current expectations with respect to ANZ’s business and operations, market
conditions, results of operations and financial condition, capital adequacy, specific provisions and risk management practices. When used in this presentation, the words “estimate”, “project”,
“intend”, “anticipate”, “believe”, “expect”, “should” and similar expressions, as they relate to ANZ and its management, are intended to identify forward-looking statements. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date hereof. Such statements constitute “forward-looking statements” for the purposes of the United
States Private Securities Litigation Reform Act of 1995. ANZ does not undertake any obligation to publicly release the result of any revisions to these forward-looking statements to reflect events or
circumstances after the date hereof to reflect the occurrence of unanticipated events.
For further information visit
www.anz.com
or contact
Jill Craig Group General Manager Investor Relations
ph: (613) 8654 7749 fax: (613) 8654 9977 e-mail: jill.craig@anz.com
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