Annual Financial Report Annual Financial Report 2018 December 31 ended year financial the for plc Group AIB
Customers Backing our Backing our
AIB Group plc Annual Financial Report for the financial year ended 31 December 2018 AIB is a financial services group operating predominantly in the Republic of Ireland. We provide a comprehensive range of services to retail, business and corporate customers, and hold market-leading positions in key segments in the Republic of Ireland using the AIB, EBS and Haven brands. AIB also operates in Great Britain, as Allied Irish Bank (GB), and in Northern Ireland, under the trading name of First Trust Bank. Our purpose, as a financial institution, is to back our customers to achieve their dreams and ambitions.
For more detailed information on our structure and business units, see pages 2 and 3.
Contents Annual Review Risk Management Financial Statements Financial highlights 1 Principal risks and uncertainties 62 Directors’ Responsibility Statement 216 AIB in 2018 2 Framework 69 Independent auditor’s report 217 Chairman’s statement 4 Individual risk types 73 Consolidated financial statements 227 Chief Executive’s review 6 Notes to the consolidated Overview of the Irish economy 10 Governance and Oversight financial statements 233 Our strategy 12 AIB Group plc company Group Directors’ report 168 Strategy in action 14 financial statements 364 Schedule to the Group Directors’ report 171 Risk summary 18 Notes to AIB Group plc company Corporate Governance report 174 Sustainable banking 20 financial statements 367 Report of the Board Audit Committee 186 Governance in AIB 26 Report of the Board Risk Committee 192 Governance in action 30 Report of the Nomination and General Information UK Governance Code 33 Corporate Governance Committee 196 Board of Directors 34 Shareholder information 371 Report of the Remuneration Committee 201 Executive Committee 36 Forward looking statements 372 Corporate Governance Glossary of terms 373 Remuneration statement 205 Principal addresses 379 Viability statement 211 Business Review Index 380 Internal controls 212 Operating and financial review 40 Other governance information 213 Capital 57 Supervision and regulation 214
This Annual Financial Report contains forward looking statements with respect to certain of the Group’s plans and its current goals and expectations relating to its future financial condition, performance, results, strategic initiatives and objectives. See page 372. Financial highlights A strong financial performance in 2018 Annual Review
Net interest margin (NIM) broadly stable with lower cost Net interest margin 2018 2.47% of funds partly offset by impact of excess liquidity. 2.47% 2017 2.50% Business Review
2 Stable costs year-on-year. Lower other income items Cost income ratio 2018 53% driving higher cost income ratio (CIR). Continued focus 53% 2017 49% on cost management. Risk Management Profit before tax is €1.25bn with steady momentum Profit before tax 2018 €1.25bn in underlying business performance. €1.25bn 2017 €1.31bn
3 New lending increased 15% to €12.1bn with growth across Governance and Oversight New lending 2018 €12.1bn all segments. Mortgage lending up 16% in the year. €12.1bn 2017 €10.5bn
Growth in net loan book of €0.9bn as a result of strong Net loans 2018 €60.9bn new lending. Performing loans (gross) increased €3.7bn. €60.9bn 2017 €60.0bn Financial Statements
Significant progress in reducing non-performing Non-performing 2018 €6.1bn exposures 4 exposures (NPEs) with a 41% reduction from €10.2bn 2017 €10.2bn to €6.1bn. On track to achieve c. 5% by end of 2019. €6.1bn
CET1 fully loaded Robust capital position with CET1 of 17.5% after proposed 2018 17.5% General Information ordinary dividend of €461m (17c per share). Continued 17.5% 2017 17.5% strong capital generation with profits contributing 210bps.
1. The 2017 reported NIM 2.58% is re-presented as 2.50%. The 2017 reported CIR 48% is re-presented as 49%. As per Accounting policies note 1 (f), when a financial asset has been cured without financial loss, the Group presents previously unrecognised interest income, €44m in 2018, in ‘Net credit impairment writeback’. To aid comparability, the Group has re-presented the 2017 comparative taking account of the new classification of this income (2017: €61m). For further details see ‘Basis of presentation’ ‘Re-presented 2017’ on page 40. 2. Before bank levies, regulatory fees and exceptional items. CIR including these items was 63% in 2018 (2017: 61%). For exceptional items see pages 46 and 55. 3. New lending includes new term lending of €10.7bn in 2018 (2017: €9.4bn) and new transaction lending of €1.4bn in 2018 (2017: €1.1bn). 4. Non-performing exposures (NPEs) refers to non-performing loans (NPLs) and excludes €183m of off-balance sheet commitments. For further information see pages 95 and 121.
AIB Group plc Annual Financial Report 2018 1 AIB in 2018 A diversified and customer-focused business with leading market positions
Retail & Commercial Wholesale, Institutional 65% 21% Banking (RCB) of net loans & Corporate Banking (WIB) of net loans
RCB’s key business lines include: mortgages, With market-leading positions in core domestic consumer lending, SME lending, asset-backed markets in Ireland, and participation in US and lending, wealth management, daily banking European syndicated lending markets, WIB delivers and general insurance. customer-focused solutions and specialised product requirements in private and public markets to the bank’s larger customers.
Leading retail banking franchise Well-established and diversified in Ireland with over 2.4m personal business with market-leading position 2.4m and SME customers in key sectors relationship- customers driven model Largest physical distribution network Primary focus on senior debt in Ireland with 295 locations and a origination through Corporate further c. 1,000 locations through sector Banking, Real Estate Finance, Energy, An Post network specialist Climate Action & Infrastructure 295 teams locations
Leading digital bank in Ireland with Complementing traditional debt over 1.38m active digital customers offering through Specialised Finance, and over 940k active mobile product Syndicated & International Finance 1.38m customers; c. 70% of personal loans specialist and advisory services in teams digital applied for online Corporate Finance customers
€5.1bn €39.7bn €1,003m €4.8bn €12.7bn €286m New lending Net loans Operating New lending Net loans Operating contribution 1 contribution 1 Market offering Market offering Leading mortgage provider Corporate Banking Number one mortgage provider in a growing market Leading domestic franchise and number one bank for foreign enabled via AIB’s multi-brand strategy, including EBS direct investment (FDI). and Haven. Real Estate Finance SME business Multi-disciplinary team with established market position. Sector-led strategy and local expertise delivering the leading Energy, Climate Action & Infrastructure market share across key SME products, including current A centre of excellence with particular focus on supporting accounts, deposits and loans. Ireland’s decarbonisation. Consumer business Specialised Finance Leading provider of financial services to personal customers Services such as mezzanine, equity and structured finance. in the market, via digital innovation and relationship management expertise. Full suite of services, including daily Syndicated & International Finance banking, consumer credit, wealth management, savings Proven ability with strong track record and reputation. and investments. Corporate Finance Providing advisory services and solutions.
2 AIB Group plc Annual Financial Report 2018 Annual Review
AIB UK Group 14% of net loans
AIB UK operates in two distinct markets, providing Group comprises wholesale treasury activities, corporate and commercial banking services in Group control and support functions. Business Review Great Britain, trading as Allied Irish Bank (GB), and retail and business banking services in Northern Ireland, trading as First Trust Bank.
Just under 306,000 retail, corporate Treasury manages the Group’s Risk Management and business customers across liquidity and funding position and Great Britain and Northern Ireland provides customer treasury services 306k Treasury customers and economic research
A distribution network throughout The Group control and support the United Kingdom: Great Britain functions include business and (14 business centres) and Northern customer services, marketing, Governance and Oversight 29 Ireland (15 branches, including six control and risk, compliance, audit, finance, locations business centres and a centre for support legal, human resources and small and micro businesses) corporate affairs
Over 123,000 active digital customers 123k digital customers Financial Statements
Operating contribution 1 by segment £2.0bn £7.4bn £161m New lending Net loans Operating AIB UK contribution 1 13% Market offering Allied Irish Bank (GB) Wholesale, FY 2018 Total: Institutional & Sector-led commercial and corporate bank with locations 2 Cor porate Banking €1.5bn Retail & in key cities across Great Britain. Banking services include: 19% Commercial
lending, treasury, trade facilities, asset finance, invoice Banking General Information discounting and day-to-day transactional banking. 68% First Trust Bank (FTB) A long-established bank in Northern Ireland providing a full banking service, including mobile, online, post office and traditional banking to business and personal customers. In January 2019, we introduced a new operating model for AIB, incorporating three core segments: Homes, Consumer and Business.
For a detailed report on our performance please read the ‘Operating and financial review’ on pages 40 to 56.
1. Pre-provision operating contribution. 2. Excludes the Group segment.
AIB Group plc Annual Financial Report 2018 3 Chairman’s statement Building on positive momentum
Operationally 2018 was another successful year for AIB, and a new management team is ready to take over.
2018 has been another successful year for we set out five medium-term targets for AIB in terms of business performance and the Group and we are performing well AIB’s staff have worked hard to maintain against them. Thus, the issue is not and build on the positive momentum around our core financial performance. since our return to profit in 2014. Secondly, global equity markets have However, viewed through the lens had a bad year, and a very poor second of shareholder value it has been a half. Across Europe markets fell, with challenging year. At the start of the year banks generally performing worse than our share price was €5.50 and by the end the average as general investor appetite of the year it had fallen to €3.68, which is for this risk asset class reduced. This is a a decline of 33%. For all our shareholders, wider market and sector issue that has including our largest, the Irish State with affected all European banks in a its 71% shareholding, this means the significant way, including AIB. market value of their collective investment in AIB dropped by €4.9bn. Thirdly, we have been experiencing some idiosyncratic issues which relate As a Board, since 2010, the issue of to Ireland in particular which continue to maximising the opportunity for the State dampen investor appetite for Irish listed to recover its full investment has been banks and are the final reason for the a core objective. We have gone about decline in AIB’s valuation. Specifically, that by focusing on our customers and the ongoing challenge around the operating as simply and efficiently as we exercising of security over residential can. Unfortunately, despite the fact that and other property assets has left operationally the Group has had a good investors and regulators with uncertainty year, we finished the year with a lower over the actual loss that needs to be valuation. So, the legitimate question booked on these assets when in default. is why? This uncertainty affects the current and future appetite for exposure to banking To explain this further we need to look assets in Ireland and also the amount of at three separate elements. Firstly, there capital that banks must hold. In addition, is the operational performance of the the impact of continuing restrictions on Group. At the time of the IPO in 2017 remuneration on both talent retention and recruitment across the main domestically owned banks is a real concern. Investors have raised this concern with me on many occasions.
These issues are, I know, politically and “Strong financial socially difficult to resolve but, as they stand currently, they have a real cost and operational progress and materially impact both the value of the State’s holding in the banks and in 2018 generated a the economic efficiency of the lending satisfactory return on markets that the banks operate in. A direct impact of the remuneration capital during the year” challenge was evident at our 2018 AGM where the State voted against our share-based remuneration proposals. The proposals received the overwhelming backing of AIB’s other independent
4 AIB Group plc Annual Financial Report 2018 For more information on board activities during the year see our ‘Governance in action’ section on page 30. Annual Review shareholders, with 99.77% voting in shared over the last five years. developing new products, new customer support of the remuneration proposals. The challenging level of staff turnover functionality and building an AIB which is at the senior executive level is not better and stronger at the end of the year The remuneration review that the sustainable. Thus, we really do need to than it was at the beginning. Our intention Minister for Finance announced around see the normalisation of the environment is to put customers at the front and centre the time of our 2018 AGM, to properly within which AIB operates, including more of everything that we do and, to do so, and fully examine the issue, has yet competitive remuneration policies. There we have aligned our staff behind a core to conclude. Absent its findings and is a real concern that we currently do not strategic pillar: Customer First. Our Net a position from the Minister, we have have parity with competitors. It just cannot Promoter Scores tell us that we are making Business Review decided it is best not to propose new make sense for foreign banks, and others good progress in this regard, with the resolutions on remuneration to the who target the same talent, to be able to willingness of customers to recommend next AGM. Even after the report and pay incentives and AIB not, it just turns us our products or services to others any conclusions emerge, we will need into a training ground for our competitors. generally improving. to consider it fully, consult with shareholders and, as appropriate, We now have a new management AIB has a solid franchise in a strong determine whether to make proposals team ready to take over who come economy and it isn’t trying to do anything to an Extraordinary General Meeting from within our own ranks. In December it isn’t competent of doing. Banks like that or wait until the next AGM in 2020. 2018, I had the pleasure of announcing are very investable, and I am confident in Colin Hunt as our proposed new CEO, the long-term future of AIB because I am Risk Management It is worth reminding all stakeholders subject to the required regulatory fitness confident in the AIB team. It is important that EBA rules on remuneration have and probity assessment process. The to remember that banks will never be ‘low been comprehensively overhauled regulatory assessment processes relating risk’ and it takes vigilance and discipline to and are much stricter than what was to the proposed appointments of Colin keep everything safe and proper. I would operated in the past and provide much as CEO and a successor to the CFO role like to thank AIB staff for their efforts better protection and alignment of are progressing well and are expected during 2018 and 2019 to date. This is
interests. They are set in such a way to finalise shortly. Colin will bring a complicated and onerous work which Governance and Oversight that if they had been in operation in wealth of experience to the role and they do really well, and on most days they 2008 executives at that time would likely I am confident that he will lead the Group even manage to do it with a big smile! have been writing cheques to the firm well in the years ahead. Following the refunding their pay. We partially operate departure of Mark Bourke with effect from I would like to thank all the Directors for within these strict rules now and we 1 March 2019, and pending conclusion of their service and continued commitment would like to be allowed to operate fully the aforementioned assessment process, during the year and, in particular, for the within all aspects of them for fixed and the Deputy CFO and Group Treasurer support they have provided to myself variable remuneration in the future. Donal Galvin leads the finance function. and the executive team in challenging circumstances. It is with regret that During the latter part of 2018 both our We look forward to notifying the market Simon Ball, a long-serving Independent Executive Directors announced that they of the outcome of those processes at the Non-Executive Director, who would were leaving the Group. Mark Bourke, earliest opportunity. We are fortunate to have reached his nine-year term on the Financial Statements our CFO, tendered his resignation in have a very high-calibre internal team and Board during 2020, has recently noted September and Bernard Byrne, our CEO, I look forward to working with them all. his intention not to stand for re-election in October. It is unusual to lose two such at this year’s AGM. Simon has played a senior executives in such close proximity The strong financial and operational crucial role on the AIB Board for nearly but this was not helped by the restrictions progress in 2018 generated a satisfactory eight years and, on behalf of the Board, and decisions referred to above. Bernard return on capital during the year and I would like to thank him sincerely for the and Mark have been a fantastic team and enables us to propose an increase in the significant contribution he has made to the very successful IPO that they led in dividend of 42% to 17 cent per ordinary the Group during his tenure. We have 2017 has enabled the Irish State to share. We wish to start paying interim also been planning for three other
recover a cumulative €10.8bn of its dividends at some stage to finally get Non-Executive Directors to leave in the General Information investment up to the end of 2018 the business back on a normal dividend course of 2019 and you will hear more including the dividend for the year. In fact, footing. Such a decision will be made in from us when the requisite regulatory during 2018 there were a number of light of the Group’s performance, will take assessment processes have concluded periods in which the value of the State’s account of the impact of any external for their replacements. remaining shareholding added economic factors and will be subject to to all cash received to date exceeded the regulatory approval. 2019 is an important year for AIB and I original €20.8bn invested in AIB. That is a know that our new management team is real tribute to them both and they leave I started my statement with a shareholder determined to further build on the success with huge appreciation from the Board for value perspective and have reviewed of their most recent predecessors. We all their contribution. I would also comment some of the main issues the Board have know that when AIB is doing well, Ireland personally on the positive nature of the been dealing with and which have benefits – and that is what we are about. partnership I experienced working with dominated our year, which is a very partial Bernard and Mark. We have operated view of AIB. Day-in, day-out AIB staff are Richard Pym with total transparency, candour and trust serving the population of Ireland with their Chairman and I thank them for the comradeship daily banking needs with great success, 28 February 2019
AIB Group plc Annual Financial Report 2018 5 Chief Executive’s review Customer First strategy delivering sustainable performance
Across all the key metrics, AIB performed well during 2018 and can face into 2019 with a positive perspective.
In this, my last report on the performance achieved Investment Grade from all of AIB, I am fortunate to be able to three rating agencies. Fitch assigned AIB highlight another year of strong Group plc a rating of BBB- in March; operational and financial performance. Moodys upgraded 2 notches to Baa3 in Across all the key metrics by which July and S&P upgraded to BBB- in we judge ourselves, the business December. This milestone was also a has performed well during the year. reflection of our MREL execution ability The quality of the balance sheet in the market. AIB completed three continues to improve as we work through successful issuances in 2018 (€1.65bn) of our legacy non-performing exposures c. €4bn MREL requirement. (NPEs). Our 2018 net interest margin (NIM), net interest income (NII) and We have continued to invest both in costs are on track with our medium-term terms of capital and operating capability targets and our underlying capital to get the bank to the position whereby generation has helped us in reaching our it can achieve its end 2019 targets. objective of normalising our proposed The platform that we have built over level of annual dividend payment. the last number of years, both in respect of the infrastructure we use to run the Overall the strong Irish economy and bank and the operating model we our Customer First strategy supported deploy to enable our colleagues to serve the bank’s 2018 performance. The our customers, has been materially balance sheet grew during the year enhanced in 2018. This resulted in with net loans up to €60.9bn, an significant changes to our physical increase of €0.9bn. The inflection point property estate and also to the has now been well passed with net operating model we use to deploy our loan growth exceeding the reduction in collective resources. The work to position non-performing exposures consistently. both of these was significantly Our profit before tax of €1.25bn is still completed in 2018 and the benefits will benefitting from net credits arising from start to flow in 2019 and should have full resolving of non-performing exposures year effects from 2020 onwards. but this impact will reduce. The overall positive performance has been reflected As we have made progress addressing the in our credit ratings as AIB Group plc issues of the past we have developed a clear view that the number of stakeholders with a legitimate interest in the future performance of the bank is now very broad. Our long-term sustainability depends on anticipating and working with these stakeholder groups to ensure “Living and fulfilling a balanced set of expectations are developed and delivered against. To our Purpose, to back achieve this we must proactively align our strategic capability and the necessary our customers to achieve resources to consider and address their dreams and ambitions, stakeholders’ needs. This means the Group must adapt gives us the opportunity itself to this reality. This has also been reflected in the new operating model. We to create something have set out a more detailed assessment of these stakeholders in the Sustainable special in banking” Banking section of the report.
6 AIB Group plc Annual Financial Report 2018 Annual Review
Separately we wanted to move to the service delivery unit, called Business of Excellence in our various locations next phase of delivery against our four & Customer Services (BCS), that serves across Dublin: Molesworth St, Central strategic pillars. We are committed to all our customer and operational needs. Park, Burlington Road and Heuston clearly (i) putting the Customer First, (ii) Other key horizontal functions such South Quarter. These developments will operating the bank as Simply and as Finance, Risk and HR support the enable AIB to employ new ways of Efficiently as possible, (iii) intelligently business verticals. Finally, and in order working incorporating agility, flexibility taking and managing Risk to generate to ensure that we maintain the correct and technology and support teams to sustainable Capital, by (iv) having great focus on each of our key stakeholders, collaborate more effectively. We have
Talent working in a supportive Culture. we have created an enhanced Customer also implemented a new career model Business Review To do this better we have evolved the & Strategic Affairs function that spans that has streamlined the levels within operating model. All key strategic the bank and supports the CEO in the organisation from 13 to seven. decisions should start with the core delivery of the pan-bank agenda. We are aiming for less hierarchy and customer segments. The new model The heads of these verticals and more empowerment. is built around this idea. The other horizontal functions are the core of functions of the bank support their the new Executive Committee (ExCo). Many of the significant changes I have delivery to customers while also An Operating Committee (OpCo) with referred to above are reflected in both the challenging them as appropriate. To do a broader representation of senior operational and exceptional costs in 2018. this we needed to move from a profit leaders has also been established and During the year we have also addressed and loss based business unit structure its members will be responsible for a major IFRS 9 implementation and the Risk Management to a more functional matrix structure delivering on the agreed strategy significant internal and external costs of with clearer accountabilities which and ensuring our key priorities are achieving our NPE reductions. fully embed the three lines of defence progressed in a collaborative manner. required. We invested time making Our total capital investment during the sure we thought this through properly. Our property strategy has been driven period of €225m also allowed us to Getting to the position where it became by the need to support this operational complete several other key programmes.
effective from 1 January 2019 was one work. We have commenced the move We focused on ongoing system Governance and Oversight of the biggest achievements of the year. from one prime location, Bankcentre, resilience improvements, achieving where almost 50% of staff work, to regulatory compliance, and enhanced The changes to the operating model a distributed model spread across data and analytical capability to improve have resulted in us creating three new a number of smaller, more flexible the customer experience. Our separate ‘vertical‘ business units that locations. We have invested heavily investment in technology saw the are responsible for the development in new technology to support far more continued roll-out of our new payments of end-to-end customer strategy and agile ways of working as requested by engine, with 60% of payments migrated propositions for our Homes, Business our employees. We will exit Bankcentre by the end of the year, along with a new and Consumer customers. The UK entirely by the end of 2020 and Digital Business Banking Platform. continues to operate, at a customer Facebook will take over the campus Additionally our Regulatory Programmes level, on a stand-alone basis. To support upon our departure. Vacating the saw us achieve GDPR readiness, and the delivery to our customers we have Bankcentre campus is a significant CCR (Central Credit Register) compliance Financial Statements amalgamated all our distribution activity development and creates a great with new 2018 requirements. We are with our operational and technology opportunity for AIB to continue its also investing in tools and services to functions into an enlarged horizontal evolution. We are building Centres counteract the increasing threat of cyber-crime. We actively manage and continuously test cyber threats to We created three new vertical business units prevent unauthorised parties from accessing, manipulating or acquiring Core Segments private information but cyber risks remain a credible threat.
BUSINESS HOMES CONSUMER General Information 2018 also delivered significant customer BCS enhancements. Our dedicated ‘My Mortgage’ app has made the mortgage Risk process easier for our customers to Finance navigate; they can now upload documentation remotely and have full
Key Enablers Key Human Resources visibility of where their application is in the process. In addition we launched Customer & Strategic Aairs Online Account Opening via the mobile app, allowing an identification specialist AIB UK verify a customer’s passport through a video call and, after answering some Group Internal Audit – Report to Audit Committee Chair questions, the new account is set up for the customer. We further developed our
AIB Group plc Annual Financial Report 2018 7 Chief Executive’s review continued
AI capability. This automation has The needs of our customers are at the Families and Roots. We now have an enabled efficiencies in areas that had heart of what we do. Positively we saw outcome-focused strategy that is clear on been traditionally resource-heavy increases across our Net Promoter what we are aiming to achieve with clear allowing our employees to focus on Scores (NPS) in 2018. Our personal accountabilities and timelines. We can see exception-based activity that adds relationship NPS increased by 14 points that we are continuing to create better further value to our customer from Q4 2017 to +35 in Q4 2018. In 2018 outcomes for our people, our customers propositions. we started to measure Homes NPS and and our stakeholders through improved saw an increase from +42 in Q1 2018 to decision-making, greater innovation and Living and fulfilling our Purpose, to back +50 in Q4 2018. Our SME Micro Score a stronger culture. Women currently our customers to achieve their dreams increased by seven points to +57 in Q4 account for 38.7% of our overall and ambitions, gives us the opportunity 2018, which is the highest level since management population and we are to create something special in banking. measurement of SME journeys began. striving to improve on this, to achieve In 2018 we brought our Purpose to life These NPS increases highlight the a target of 40% by the end of 2019. throughout the organisation by holding improvements we have made in over 200 workshops across the bank. delivering a better banking experience The key elements of the strong Irish These workshops gave our people for our customers. economy supported our performance the opportunity to really connect with in 2018. Brexit related issues, however, our Purpose. They shared their stories The momentum in our employee presented challenges. From a balance on how they are bringing our Purpose engagement journey continued into sheet perspective we saw growth in our to life in their daily roles. 2019 will see 2018 and I was pleased to see our net loan book of €0.9bn as a result of further embedding of our Purpose employee engagement score, through strong new lending. In 2018 gross throughout the organisation, which will our iConnect survey, continue on a performing loans increased by €3.7bn ultimately benefit our customers in the positive trajectory this year. 89% of and c. 98% of our new lending was of long-term as we continue to back them. employees completed the survey, strong or satisfactory credit quality. This a 1% increase on last year and the has contributed to 83% of AIB’s loan results saw an increase in scores book being of strong or satisfactory across all of the questions, confirming quality by the end of 2018 (up from 77% continued positive momentum. We are in 2017). We saw growth in new lending now in the 72nd percentile of Gallup’s in our corporate, mortgage and Daily user interactions worldwide database which is a fantastic personal market. New lending of achievement. When we started our €12.1bn in 2018 was up from €10.5bn in 2018 engagement journey in 2013 we had 2017. This includes new term lending of three actively disengaged employees for €10.7bn and new transactional lending, 1.2M 12K every one that was engaged. We now such as revolving credit facilities (RCFs), Mobile Kiosk/Tablet Interactions Logins have 17 engaged employees for every of €1.4bn. Corporate term lending was one that is actively disengaged which up 24% and transactional lending was demonstrates the significant progress up 26% from 2017 levels. Mortgage 251K Over 1.8m 18K made over the last five years. lending was up 16% and personal Internet daily Contact Banking Centre lending was up 5% despite the backdrop interactions Logins Calls Our diversity and inclusion journey has of an increasingly competitive market broadened significantly over the last 18 and a constrained supply of new 101K 298K Branch ATM months. We continue to build awareness housing. Brexit uncertainty contributed Transactions Interactions and momentum across our resource to a slower SME market with SME groups for Pride, Abilities, Women, Men, lending down 5% compared to the same
2013 Employee engagement journey verage mean score for Gallu clients IB +0.12% 148K 4.34 Mobile 4.22 Interactions 4.08 4.07 3.96 4.00 3.96 3.80 3.89 208K 880K 18K Internet Contact 3.65 daily 3.65 Banking Centre interactions
Logins Calls GrandMean
3.15 77K 432K Branch ATM Transactions Withdrawals Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Wave 6 th nd rd nd nd nd ercentile
Source: Company information. verage mean score for Gallu clients IB +0.12% 4.34 4.22 4.08 4.07 8 AIB Group plc Annual Financial Report 2018 3.96 4.00 3.96 3.80 3.89 3.65 3.65 GrandMean
3.15
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Wave 6 th nd rd nd nd nd ercentile Annual Review
Number of active online & mobile users – active at year-end Number of customer transactions completed (Millions) via online & mobile channels (Millions)
2014 0.96 2014 24.7
2015 1.04 2015 26.9
2016 1.14 2016 30.6 Business Review
2017 1.26 2017 36.3
2018 1.38 2018 44.5
period last year. In our UK business, while the strong financial performance of the The bank can face into 2019 with a still impacted by Brexit concerns, we saw business equips us to deal with these, positive perspective. The Irish economy Risk Management growth in new lending, up 9% from 2017 as and when they arise. remains strong and the key metrics levels but our balance sheet remained around economic growth and static year-on-year. While we have made good progress employment currently remain supportive. in terms of legacy issues, plenty of Brexit clearly presents a risk for both our To prepare for Brexit we continue to challenges still exist, some new and some core Irish market and our UK position. support our customers and we have old. For example, the Tracker Mortgage However AIB has a great team working at a full suite of lending supports from Examination programme is materially all levels of the organisation. The business working capital to long term funding complete with close out activities now has invested well in its technology and Governance and Oversight and specialised lending supports. We underway during 2019 and we are customer initiatives and this is evident in developed Brexit Ready Check to help working closely with the Central Bank our strong market shares across the key support SME customers in understanding of Ireland in terms of their enforcement segments. Our new operating model their business exposure to Brexit. Our 26 process. We know that issues can and should support these positions. There Brexit Advisors understand the challenges do continue to emerge from the past are other complexities and challenges and opportunities presented by Brexit, and when they do we are committed including the necessary enhancements and they are focused on supporting to dealing with them in a transparent to meet continuously rising regulatory customers to manage their business and fair way for our customers. prudential and conduct agendas, as well through Brexit. as cyber risks. The return of inflation in our Conclusion and outlook core market will also present challenges. We continue to pursue a strategy of Our sound capital base, comfortably working with our customers to achieve above minimum regulatory The regulatory assessment process relating Financial Statements positive outcomes to their financial requirements, gives us the ability to the proposed appointments of Colin difficulties. Our non-performing to support our customers, to grow Hunt as CEO and the selected successor exposures balance fell by €4.1bn (41%) our business and to reward our to the CFO role are progressing and are since year-end December 2017 to €6.1bn. shareholders. We have a stable funding expected to finalise shortly. As I step down, We are making steady progress and are model and an improving credit profile, I want to thank all the employees at AIB; on track to achieve NPE levels of c. 5% by which enabled us, in 2018, to deliver from my fellow Board members to the the end of this year. good financial returns leading to employees who serve our customers both a growing capital return to our directly and indirectly for their support Total costs for the year, excluding shareholders. I am pleased that the to me over the last number of years. exceptionals, at €1.4bn have increased by Board is, today, proposing a dividend They have helped make AIB such a General Information c. €20m on 2017. Our cost income ratio payment for the full year 2018 of €461m. wonderful place to have the honour of was 53%. Our medium-term target Including this dividend the State, our being CEO. And finally I want to thank remains to get this below 50%. largest shareholder, will have received and acknowledge the great support of our c. €10.8bn in capital, fees, dividends, Chairman Richard Pym and our departing Our strong financial performance coupons and levies to date. colleague Mark Bourke. They were demonstrates that our business continues incredibly supportive yet forthright critics to achieve robust underlying profitability, Now that we are reaching a normalised when I needed it most. Thank you all and is well capitalised, has increased new dividend level with a significant increase I wish you every success in 2019. lending and reduced non-performing to 17 cent per share the focus on returning loan balances, while at the same time, surplus capital will move to the fore as Bernard Byrne maintaining cost discipline and investing the NPE element of our balance sheet Chief Executive Officer in its future. We will continue to face continues to normalise over the next year. 28 February 2019 headwinds and challenges however
AIB Group plc Annual Financial Report 2018 9 Overview of the Irish economy The economy in the Republic of Ireland is well placed ahead of uncertain Brexit outcomes
Housing Employment Core retail sales completions +25% +3% +4%
Modified Final Domestic Demand* Construction Investment* (Volume, 3 Qrt Mov Avg, YoY % Change) (Volume, 3 Qrt Mov Avg, YoY % Change)