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Transactor Saver/Investor Borrower Asian Banker Research Indonesia International Banking Convention 2012 Assessment of Banks in Asia for Retail, Technology, Risk and Transaction Banking Jakarta, 16 February 2012 Copyright The Asian Banker 2010.2012. All rights reserved 1/6 Agenda . Retail Financial Services . Transaction Banking . Risk Management . Technology Copyright The Asian Banker 2010.2012. All rights reserved 2/6 We assess and identify banks in retail banking that demonstrate a sustainable and profitable franchise based on sound processes and infrastructure capabilities Scorecard for retail financial services Value of Franchise (7%) Financials (20%) Sustainability (12%) Strategy (3%) Sales (10%) . Clearly conceptualized . Product holdings strategy . Market share in assets . Cost of funds . Market share in mortgages . Portion of recurrent Income . Excellence Submission . Operating Profit . Market share in credit card . Market share in core retail (%) made . Assets . Average spend per premium deposits (%) . Fee income . Revenue card . Core retail deposits ($) . NIM changes (bps) . Depth of and transparency . ROA . % of card holders are . Retail banking customers (#) . Portion of fee income (%) of reporting revolvers . Cost to income ratio (%) . Number of new products . Senior executives quoted in introduced media . Income from B/I Risk Management 20%) Process & Tech (10%) Distribution (10%) People’s Skill (5%) Ethical Banking (3%) . Delinquencies 30+ . Validation for . Proportion of self service . Portion of senior . Gross write offs process/business lines transactions executives with more than . Recovery . Core banking platform . Customers per branch . Published ethical service 10 years of experience in . Ratio of promises kept to . Time to market for a . Customers per FTE front line document the Bank promises made genuinely new product . First contact resolution (call . Classification of . Customer turnaround time center) . Depth of social corporate . Attrition rates (Sales, Non Delinquencies for a credit card product . % of active bill payment responsibility Sales) . Retail group risk . Account opening process users in internet banking management structure . Debtor contact management . Active mobil e banking users . Number of branches/ATM Source: Asian Banker Research Copyright The Asian Banker 2010.2012. All rights reserved 3/6 Top 10 banks maintain lead in risk, technology, processes and distribution efficiency, but struggle with higher attrition rates Top 10 Banks in Asia in the Excellence in Retail Financial Services Programme 2011 Penetration Financial Process Value of Sustain Efficiency People Ethical Total Strategy Performanc Sales Risk Technology Ranking Franchise ability Distribution Skills Banking e Efficiency Scores Channels 2008 2009 2010 4.0 4.0 7.0 5.0 5.0 5.0 5.0 5.0 5.0 2.0 47.0 4 1 1 CBA (AU) 3.1 2.6 3.3 2.7 2.6 4.6 4.0 3.7 2.1 1.6 30.3 3 3 2 ANZ (AU) 2.4 2.8 3.9 1.9 2.6 4.8 3.9 3.3 2.1 1.6 29.1 8 2 3 HSBC (HK) 3.2 2.2 3.5 3.4 2.2 3.9 3.6 3.4 1.8 1.8 29.0 7 6 4 UOB (SG) 3.1 2.7 2.9 2.1 2.0 3.2 3.6 3.4 2.2 1.5 26.6 70 29 5 CTCB (TW) 2.4 1.7 4.0 1.8 2.4 3.5 2.5 3.1 2.7 1.8 25.8 15 8 6 HDFC (IN) 2.6 1.2 4.6 3.5 1.9 2.9 3.3 3.0 1.7 1.3 25.8 2 4 7 OCBC (SG) 2.8 2.0 2.4 2.1 1.9 3.2 3.8 3.4 2.4 1.5 25.6 5 5 8 Hang Seng (HK) 2.6 0.8 3.4 3.3 2.2 2.5 3.0 3.4 2.7 1.7 25.5 na na 9 Absa (ZA) 2.6 0.9 3.5 2.3 2.0 3.3 3.1 3.3 3.3 1.3 25.5 7 7 10 Westpac (AU) 2.0 1.8 2.6 1.4 2.3 4.0 3.7 3.4 2.3 2.0 25.5 Average Score Top 10 2.7 1.9 3.4 2.4 2.2 3.6 3.5 3.3 2.3 1.6 26.9 Average Score all 165 banks 1.7 1.2 2.6 1.7 1.7 2.2 2.3 2.4 2.5 0.9 19.3 GAP 1 0.7 0.8 0.7 0.5 1.4 1.2 0.9 (0.2) 0.7 Source: Asian Banker Research, N=165 Banks Areas managed very well Highest GAP to Top 10 Copyright The Asian Banker 2010.2012. All rights reserved 4/6 Bank by Bank and Country Assessment Excellence in Retail Financial Services Programme 2011 Indonesia Penetration Process Efficiency Value of Financial Sustain Technology Distribution People Ethical Total Ranking Strategy Franchise Performance ability Sales Risk Efficiency Channels Skills Banking Scores 2008 2009 2010 4.0 4.0 7.0 5.0 5.0 5.0 5.0 5.0 5.0 2.0 47.0 1 2 1. BCA 1.6 1.7 3.9 2.5 1.4 2.3 2.5 3.1 4.0 0.4 23.5 2 1 2. Bank Mandiri 2.6 0.8 2.9 1.9 1.7 1.9 2.1 3.0 4.3 1.0 22.1 5 5 3. Bank CIMB Niaga 2.1 1.7 3.2 1.8 1.4 2.9 2.0 2.6 3.6 0.6 21.9 4. Citibank 1.9 0.3 3.6 2.1 1.8 2.0 2.5 2.6 3.0 0.7 20.5 10 8 5. Bank Permata 2.1 1.3 2.1 1.4 2.0 2.0 2.5 2.6 2.3 0.6 18.9 3 4 6. BRI 1.6 1.6 3.7 1.4 1.3 2.3 1.3 1.4 2.1 0.8 17.5 4 3 7. Bank Danamon 2.4 1.1 2.8 1.7 1.6 1.8 1.4 1.6 1.7 0.6 16.6 11 11 8. HSBC 1.4 1.4 1.1 1.0 1.4 1.4 2.4 3.0 2.7 0.5 16.3 9 10 9. SCB 1.4 0.6 1.1 1.2 1.7 1.4 2.4 2.9 3.0 0.7 16.2 6 9 10. BII 1.4 1.5 2.5 1.5 1.5 1.6 1.2 1.4 2.7 0.3 15.5 7 6 11. Bank OCBC NISP 1.6 1.4 1.9 1.2 1.5 1.8 1.7 2.0 2.0 0.4 15.4 8 7 12. BNI 1.4 2.1 1.8 1.4 1.6 2.1 1.2 1.4 1.5 0.3 14.9 Average Scores Indonesia 1.8 1.3 2.6 1.6 1.6 2.0 1.9 2.3 2.7 0.6 Average Score Top 10 2.7 1.9 3.4 2.4 2.2 3.6 3.5 3.3 2.3 1.6 Average Score all 165 banks 1.7 1.2 2.6 1.7 1.7 2.2 2.3 2.4 2.5 0.9 GAP of INDO Indusry to TOP 10 -0.9 -0.6 -0.9 -0.8 -0.6 -1.6 -1.6 -1.0 +0.4 -1.0 Source: Asian Banker Research, N=165 Banks Areas managed very well Highest GAP to Top 10 Copyright The Asian Banker 2010.2012. All rights reserved 5/6 We also apply scorecards for each of the business lines (mortgages) Category KPI / Ratio Description • Pricing • Gross interest margin • Cost of fund • Fund transfer price (FTP)/ interest expense Yield • Net interest margin • Pricing – cost of funds • Fee/ total income • Contribution of fee income to total product revenue • Revenue/ Staff cost • Revenue contribution for every dollar investment on staff Cost • Acquisition cost/ customer • Cost to acquire a single customer • Direct cost/ total cost • Direct cost contribution relative to total cost • Delinquency rate • Indicator of repayment behaviour and collection effort • Loan impairment • Individual and portfolio impairment provisions (lag indicator) Credit • Expected loss • Probability of default X loss given default (lead indicator) • Recovery rates • Recovery of delinquent loans 30d:60d • Cost/ income • Cost as a percentage of income • Risk adjusted revenue • Revenue- loan impairment • Operating margin • Net profit before tax/ revenue • Loss coverage • (Revenue-cost)/ loan impairment Profitability • Return on assets • Net profit after tax/ average assets • Return on equity • Return on assets/ capital adequacy ratio • Account level • Profitability at account and client level is the key indicator for many • Client level decisions about pricing, service levels for different segments, exit decisions • Attrition rate • Measure of customer attrition relative to base period • Customer satisfaction / NPS • Customer satisfaction score though surveys/ net promoter score Customer • Market share • Product/segment share of total market • Product holdings • Measure of bank product held by customers • Refinancing rate • Ability to re-finance Source: Asian Banker Research Copyright The Asian Banker 2010.2012. All rights reserved 6/6 Copyright The Asian Banker 2010.2012. All rights reserved 7/6 The Best Banks in Asia Deposits Internet Banking Branch Banking Automobile . Maybank (MY) . HSBC (HK) . Citibank Asia . Public Bank (MY) . StandChart Asia . CBA (AUS) . HSBC (Brunei) Bancassurances Direct Banking Remittances Mortgages . OCBC (SIN) . Rakuten Bank (JP) . Banco De Oro (PH) . E.Sun Bank (TW) . HSCB (HK) . Japan Net Bank . ICICI Bank (IN) . HSBC (HK) Consumer Credit Cards Mobile Banking Finance SME .
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