Connecting customers to opportunities for 150 years

HSBC Holdings plc Strategic Report 2014

The Strategic Report 2014 forms part of the Annual Report and Overview Accounts 2014 for HSBC Holdings plc and is not the Group’s t 1 Who we are statutory accounts. It does not contain the Report of the 1 Our purpose Directors and it does not contain sufficient information to allow as full an understanding of the results and state of affairs of 2 Cautionary statement regarding forward-looking statements the Group and of its policies and arrangements concerning 3 Highlights 4 Group Chairman’s Statement Directors’ remuneration as would be provided by the full Annual Report and Accounts 2014. 7 Group Chief Executive’s Review Additional information, including commentary on 2013

compared with 2012, may be found in the Form 20-F filed

Strategic objectives with the US Securities and Exchange Commission (‘SEC’) and available on www.hsbc.com and www.sec.gov.

9 Value creation and long-term sustainability Certain defined terms 10 HSBC Values 11 Our strategy Unless the context requires otherwise, ‘HSBC Holdings’ means HSBC Holdings plc and ‘HSBC’, the ‘Group’, ‘we’, ‘us’ and ‘our’ refer to HSBC Holdings together with its subsidiaries. Within this document the Hong Kong Special Administrative Region of the Business model People’s Republic of China is referred to as ‘Hong Kong’. When used in the terms ‘shareholders’ equity’ and ‘total shareholders’ 12 Market presence equity’, ‘shareholders’ means holders of HSBC Holdings ordinary 13 Organisation shares and those preference shares and capital securities issued

15 Governance by HSBC Holdings classified as equity. The abbreviations ‘US$m’ 16 Global businesses and ‘US$bn’ represent millions and billions (thousands of 18 Employees millions) of US dollars, respectively. 21 Risk overview We use the US dollar as our presentation currency because the US dollar and currencies linked to it form the major currency Strategic priorities bloc in which we transact and fund our business. Unless otherwise stated, the information presented in this document has been prepared in accordance with IFRSs. 26 Grow the business and dividends 26 Implement Global Standards 28 Streamline processes and procedures

Outcomes © Copyright HSBC Holdings plc 2015 The FSC® logo identifies products which contain wood 28 Financial performance All rights reserved from well-managed forests certified in accordance with 34 Remuneration the rules of the Forest Stewardship Council®. 36 Sustainability No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, Directors or otherwise, without the prior written permission of HSBC Holdings plc. 40 Directors Published by Group Finance, HSBC Holdings plc, London

Designed by Black Sun Plc, London Photography Supplementary information Cover: (top) HSBC Archives; (bottom) Matthew Mawson Printed by Park Communications Limited, London, on Group Chairman and Group Chief Executive by 42 Status of the Strategic Report 2014 Revive 50 White Silk (cover) and Revive 100 White Offset George Brooks 42 Copies of the Annual Report and Accounts 2014 (text pages) using vegetable oil-based inks. Made in Italy, Board of Directors by George Brooks except Phillip 42 Shareholder enquiries and communications the cover board comprises 50% virgin fibre, 25% de- Ameen, Safra Catz, Joachim Faber and Heidi Miller by 43 Report of the auditor inked post-consumer waste and 25% pre-consumer Patrick Leung waste. Made in Austria, the text paper comprises 100% de-inked post-consumer waste. Pulps used are totally chlorine-free.

Stock number 99382-5

Overview

Who we are Our purpose Our purpose is to be where the growth is, HSBC is one of the largest connecting customers to opportunities, enabling banking and financial businesses to thrive and economies to prosper, services organisations and ultimately helping people to fulfil their in the world. hopes and realise their ambitions.

Customers:

51m Our strategic priorities We aim to be the world’s leading and most respected international Served by: bank. We will achieve this by focusing on the needs of our customers and the societies we serve, thereby delivering long-term 266,000 sustainable value to all our stakeholders. employees (257,600 FTE) In 2013, we announced a set of three interconnected and equally weighted priorities for 2014 to 2016 to help us deliver our strategy: Through four global businesses: – grow the business and dividends; – Retail Banking and Wealth Management – implement Global Standards; and – Commercial Banking – streamline processes and procedures. – Global Banking and Markets – Global Private Banking Each priority is complementary and underpinned by initiatives being undertaken within our day-to-day business. Together they create Located in: value for our customers and shareholders, and contribute to the 73 long-term sustainability of HSBC. countries and territories How we measure performance Across five geographical regions: We track our progress in implementing our strategy with a range of – Europe financial and non-financial measures or key performance indicators. – Asia From 2015, we have revised our targets to better reflect the – Middle East and North Africa changing regulatory and operating environment. – North America Highlights of 2014 are shown on page 3. – Latin America For further information on our new targets see page 32.

Offices: Rewarding performance Over 6,100 The remuneration of all staff within the Group, including executive Directors, is based on the achievement of financial and non-financial Global headquarters: objectives. These objectives, which are aligned with the Group’s – London strategy, are detailed in individuals’ annual scorecards. To be considered for a variable pay award, an individual must have fully Market capitalisation: complied with HSBC Values. US$182bn For further information on HSBC Values, see page 10.

Listed on stock exchanges in: – London – Hong Kong – New York – Paris – Bermuda

Shareholders: 216,000 in 127 countries and territories

HSBC HOLDINGS PLC 1 Overview (continued) Cautionary statement / Highlights

Cautionary statement adverse changes in the funding status of public or private defined benefit pensions; and consumer perception as to regarding forward-looking the continuing availability of credit and price competition in statements the market segments we serve; • The Strategic Report 2014 contains certain forward-looking changes in government policy and regulation, including the statements with respect to HSBC’s financial condition, results monetary, interest rate and other policies of central banks of operations, capital position and business. and other regulatory authorities; initiatives to change the size, scope of activities and interconnectedness of financial Statements that are not historical facts, including statements institutions in connection with the implementation of about HSBC’s beliefs and expectations, are forward-looking stricter regulation of financial institutions in key markets statements. Words such as ‘expects’, ‘anticipates’, ‘intends’, worldwide; revised capital and liquidity benchmarks which ‘plans’, ‘believes’, ‘seeks’, ‘estimates’, ‘potential’ and could serve to deleverage bank balance sheets and lower ‘reasonably possible’, variations of these words and similar returns available from the current business model and expressions are intended to identify forward-looking portfolio mix; imposition of levies or taxes designed to statements. These statements are based on current plans, change business mix and risk appetite; the practices, estimates and projections, and therefore undue reliance pricing or responsibilities of financial institutions serving should not be placed on them. Forward-looking statements their consumer markets; expropriation, nationalisation, speak only as of the date they are made. HSBC makes no confiscation of assets and changes in legislation relating commitment to revise or update any forward-looking to foreign ownership; changes in bankruptcy legislation statements to reflect events or circumstances occurring or in the principal markets in which we operate and the existing after the date of any forward-looking statements. consequences thereof; general changes in government Written and/or oral forward-looking statements may also policy that may significantly influence investor decisions; be made in the periodic reports to the US Securities and extraordinary government actions as a result of current Exchange Commission, summary financial statements to market turmoil; other unfavourable political or diplomatic shareholders, proxy statements, offering circulars and developments producing social instability or legal prospectuses, press releases and other written materials, uncertainty which in turn may affect demand for our and in oral statements made by HSBC’s Directors, officers products and services; the costs, effects and outcomes of or employees to third parties, including financial analysts. product regulatory reviews, actions or litigation, including any additional compliance requirements; and the effects of Forward-looking statements involve inherent risks and competition in the markets where we operate including uncertainties. Readers are cautioned that a number of factors increased competition from non-bank financial services could cause actual results to differ, in some instances companies, including securities firms; and materially, from those anticipated or implied in any forward- looking statement. These include, but are not limited to: • factors specific to HSBC, including discretionary RWA • changes in general economic conditions in the markets growth and our success in adequately identifying the in which we operate, such as continuing or deepening risks we face, such as the incidence of loan losses or recessions and fluctuations in employment beyond those delinquency, and managing those risks (through account factored into consensus forecasts; changes in foreign management, hedging and other techniques). Effective risk exchange rates and interest rates; volatility in equity management depends on, among other things, our ability markets; lack of liquidity in wholesale funding markets; through stress testing and other techniques to prepare for illiquidity and downward price pressure in national real events that cannot be captured by the statistical models it estate markets; adverse changes in central banks’ policies uses; and our success in addressing operational, legal and with respect to the provision of liquidity support to regulatory, and litigation challenges, notably compliance financial markets; heightened market concerns over with the DPA. sovereign creditworthiness in over-indebted countries;

HSBC HOLDINGS PLC 2

Highlights – Profit before tax was down 17% – Reinforced HSBC’s capital – Dividends to shareholders to US$18.7bn on a reported strength. Our CRD IV transitional increased to US$9.6bn as capital basis. Adjusted profit before tax, common equity tier 1 ratio was 10.9% strength created capacity for organic excluding the effect of significant compared with 10.8% at the end of growth and allowed us to increase the items and currency translation, was 2013. dividends paid. broadly unchanged at US$22.8bn.

Profit before taxation Capital strength Dividends per ordinary share (reported basis) (CRD IV common equity tier 1 ratio (in respect of year)3 transitional)1 £11.3bn US$18.7bn HK$145bn 10.9% At 31 December US$0.50

22.6 10.9 0.50 21.9 0.49 10.8 0.45 20.6 0.41 0.36 19.0 18.7

2010 2011 2012 2013 2014 2013 2014 2010 2011 2012 2013 2014

Cost efficiency ratio Return on average ordinary Share price (reported basis)2 shareholders’ equity4 (at 31 December) HK$74.00 US$47.23 American 67.3% 7.3% £6.09 Depositary Share

67.3 10.9 6.51 6.47 6.62 9.5 6.09 62.8 9.2 8.4 59.6 4.91 57.5 7.3 55.2

2010 2011 2012 2013 2014 2010 2011 2012 2013 2014 2010 2011 2012 2013 2014

For a description of the difference between reported and adjusted performance, see page 40 of the Annual Report and Accounts 2014. For footnotes, see page 39.

HSBC HOLDINGS PLC 3 Overview (continued) Group Chairman’s Statement

never forget that investors have choices Group Chairman’s Statement where to invest and individuals have choices where to make their careers. Thus it is essential that we can demonstrate a positive contribution to the societies we serve in order to bolster the business friendly environment that all agree is essential for economic growth and prosperity. For 150 years HSBC has been following trade and investment flows to serve customers as they fulfil their financial ambitions. In a world which has moved from being interconnected to being interdependent, our business model is increasingly relevant to companies of all sizes and to individuals whose financial future is linked to economic activity in multiple countries. This can be seen most markedly in our HSBC’s performance in 2014 reflected another year of Commercial Banking business, which consolidation in the reshaping and strengthening of the Group delivered a record year buoyed by the against a backdrop of geopolitical and economic headwinds, many expansion of supply chain management solutions and increasing cross-border of which could not have been foreseen at the outset of the year. payment flows. Our network coverage of the countries which originate more than As economic activity in much of the world It is clear now that societal, regulatory and 85% of the world’s payment activity drives failed to reach the levels required to public policy expectations of our industry this key element of our business model. rebuild sustainable consumer confidence are changing its long-term cost structure. On the investment side, throughout our and prompt renewed investment Technological advancements around data network we saw corporate flows continuing expenditure, governments most impacted analytics, including ‘big data’, are providing to target the higher growth emerging expanded their stimulus measures and the much more sophisticated tools to enhance markets. At the same time, growth in major central banks maintained interest our capabilities to protect the financial outward investment from mainland China rates at their unprecedented low levels. system from bad actors. Also, as more and accelerated as its major companies sought Concerns over deflationary trends, more customers choose to transact online diversification and access to both skill bases particularly in the eurozone, grew. and through mobile devices, we are making and markets. These trends played to HSBC’s Although China delivered growth which the necessary investment to protect scale and presence in the key financial comfortably surpassed all other major ourselves and our customers from cyber centres, allowing us to support customers economies, expectations of slower growth threats. Building the required analytical with debt and equity financing solutions, in the future weighed heavily on market capabilities entails considerable investment offering tailored liquidity and transactional sentiment and contributed to significant in systems and in maintaining customer banking support and providing risk commodity price falls and further data which is accurate and up to date. management solutions primarily against curtailment of global investment spending. Reconfiguring customer and transactional our clients’ interest rate and foreign exchange exposures. Success was Unsurprisingly in this environment, revenue data to the digital age is no small evidenced by growing recognition in growth opportunities were strongest in our endeavour given legacy systems and a industry awards, the most important of Asian businesses, with expansion in lending multiplicity of historical data standards which are referred to in the Group Chief and debt capital financing. Cost progression globally. The benefits, however, of enhanced customer due diligence Executive’s Review. Finally, our Retail continued globally in large part to Banking and Wealth Management business implement regulatory change and enhance capabilities and greater systems security essentially go to the core of our systemic continued its journey to build a sustainable risk controls, notably around financial customer focused business model, system integrity and conduct. Streamlining role and allow us to be more proactive in completing the removal of formulaic links initiatives could only partly offset this cost fulfilling that role as a key gatekeeper to between product sales and performance- expansion. Further customer redress costs the financial system. related pay of our staff, and expanding our and regulatory penalties around past As our industry reshapes in response to digital and mobile offerings. failings reinforced the Board’s continuing public policy and regulatory directives, we commitment to prioritise whatever further now need to demonstrate, through clarity investment in systems and controls is of our business model, the value to society necessary to mitigate future repetition. of our scale and diversification. We must

HSBC HOLDINGS PLC 4

Performance in 2014 would operate in practice. In both cases, society but to our staff to ensure they can Profit before tax of US$18.7bn on a this involved the critical issue of how to be rightly proud of the organisation to reported basis was US$3.9bn or 17% address cross-border implications and which they have committed their careers. lower than that achieved in 2013. This home and host country regulatory When commentators extrapolate instances primarily reflected lower business disposal responsibilities. of control failure or individual misconduct and reclassification gains and the negative There is, however, still much to complete. to question the culture of the firm it strikes effect, on both revenue and costs, of The regulatory reform agenda for 2015 painfully at the heart of our identity. significant items including fines, settlements, is very full with pending public policy Swiss Private Bank UK customer redress and associated decisions, regulatory consultations and The recent disclosures around provisions. On the adjusted basis that is impact studies in areas of far reaching unacceptable historical practices and one of the key metrics used to assess influence to the structure of our industry. behaviour within the Swiss Private Bank current year management and business These include the conclusion of structural remind us of how much there still is to do performance, profit before tax was separation deliberations in Europe, further and how far society’s expectations have US$22.8bn, broadly in line with 2013 work on so called ‘shadow banking’ changed in terms of banks’ responsibilities. on a comparable basis. including identifying non-bank systemically They are also a reminder of the need for Earnings per share were US$0.69, against important institutions, addressing constant vigilance over the effectiveness of US$0.84 in 2013. The Group’s capital the resolution framework for central our controls and the imperative to embed a position remained strong with the counterparties, finalising the calibration of robust and ethical compliance culture. transitional common equity tier 1 ratio the leverage ratio, calibrating the quantum We deeply regret and apologise for the standing at 10.9% at the end of the year, of total loss absorbing capacity to be raised conduct and compliance failures highlighted compared with 10.8% 12 months earlier, and settling the disposition of that capacity which were in contravention of our own and our end point ratio at 11.1% compared within global groups. policies as well as expectations of us. with 10.9%. Based on this capital strength and the Group’s capital generating Restoration of trust in In response to, and in parallel with, the capabilities, the Board approved a fourth our industry remains a tax investigations prompted by the data interim dividend in respect of 2014 of theft more than eight years ago, we have US$0.20 per share, taking the total significant challenge as been completely overhauling our private dividends in respect of the year to US$0.50 further misdeeds are banking business, putting the entire per share (US$9.6bn, US$0.4bn higher than uncovered but it is a customer base through enhanced due in respect of 2013). diligence and tax transparency filters. Our challenge we must meet Swiss Private Bank customer base and the Taking into account this financial countries we serve are now both about performance, together with the further successfully. one-third of the size they were in 2007. progress made in reshaping the Group, In addition, further work will be undertaken In addition, HSBC is already working to responding to regulatory change and on utilising standardised risk weights to implement the OECD’s Common Reporting implementing Global Standards, the Board overcome regulatory loss of confidence in Standard and other measures to foster considered executive management to internally modelled capital measures and a greater transparency. We cannot change have made good progress during 2014 ‘fundamental review of the trading book’ the past. But, looking to the future, we towards strengthening HSBC’s long-term is also underway within the regulatory can and must reinforce controls and competitive position. community to look again at capital support provide demonstrable evidence of their The Group Chief Executive’s Review for this activity. These measures, which effectiveness. This forms part of our analyses in detail the important in aggregate are designed to make the commitment to Global Standards, to benchmarks and highlights of 2014. industry structurally more stable, will take ensure that we will never knowingly do the next five or so years to implement, business with counterparties seeking to Regulatory landscape becomes an indication of the scale of the evade taxes or use the financial system to clearer but still much to do transformation to be completed. commit financial crime. A great deal of progress was made during During 2014, the UK government also 2014 to finalise the framework under which Banking standards confirmed the permanence of the UK bank globally systemic banks like HSBC will be More broadly, following the publication in levy. This was introduced in 2010, in part required to operate when it is fully 2013 of the Parliamentary Commission on to address the burden borne by taxpayers implemented. This clarity is essential if Banking Standards, considerable progress from failures during the global financial we are to be able to position our global has been made in giving effect to its crisis; in 2014, the cost to HSBC of the levy businesses to meet the return expectations recommendations. The Financial Services was US$1.1bn, an increase of US$0.2bn of those who invest in us within an (Banking Reform) Act of 2013 provided over 2013. 58% of the levy we pay does acceptable risk appetite. greater clarity on the accountabilities and not relate to our UK banking activity. In particular, major progress was made in responsibilities of management and the addressing the challenge of ‘too big to fail’, Rebuilding trust Board. We welcome the appointment of largely through finalising proposals to Restoration of trust in our industry remains Dame Colette Bowe to lead the Banking augment existing loss absorbing capacity a significant challenge as further misdeeds Standards Review Council and have with ‘bail-inable’ debt and through greater are uncovered but it is a challenge we must committed to support her fully in its work. definition of how resolution frameworks meet successfully. We owe this not just to The current Fair and Effective Markets

HSBC HOLDINGS PLC 5 Overview (continued) Group Chairman’s Statement / Group Chief Executive’s Review

Review being conducted by the Bank of year as Deputy Chairman. He has been a services and reforming the EU to make it England, Her Majesty’s Treasury and the considerable support to me and to Stuart more competitive are far less risky than Financial Conduct Authority is an extremely Gulliver, in addition to his role leading the going it alone, given the importance of timely and important exercise to re-establish non-executives, and we are all delighted EU markets to British trade. the integrity of wholesale financial markets. that we shall continue to benefit from his There are also many underlying positive In terms of our own governance of these wisdom and experience. trends that shape our thinking about the areas, the Conduct & Values Committee of 150th anniversary coming year. We are very encouraged the Board that we created at the beginning by the trends in outward investment from 2015 marks the 150th anniversary of our of 2014 to focus on behavioural issues China, the potential for further liberalisation founding back in Hong Kong and Shanghai has established itself firmly as the central and internationalisation of the renminbi as a small regional bank focused on trade support to the Board in these important and the reshaping of the Chinese economy and investment. All of us within HSBC owe areas. from export dependence to domestic a huge debt of gratitude and respect to our consumption. We are positive on the forebears who charted the course that has Board changes opportunities that will arise from Capital taken HSBC to one of the most important Since we reported at the interim stage we Markets Union within Europe and the institutions serving the financial needs of have taken further steps to augment the declared focus of the incoming Commission this interdependent world. skills and experience within the Board on growth and jobs. The strength of the and to address succession to key roles. Outlook US economy and the benefits of lower oil On 1 January 2015, Phillip Ameen joined It is impossible not to reflect on the very prices should be positive drivers of growth. the Board and the Group Audit Committee broad range of uncertainties and challenges There is much to be gained from successful as an independent non-executive Director. to be addressed in 2015 and beyond, negotiation of the Transatlantic Trade and Phil was formerly Vice President, most of which are outside our control, Investment Partnership and the Trans- Comptroller and Principal Accounting particularly against a backdrop of patchy Pacific Partnership. Current attention on Officer of General Electric Corp. He brings economic recovery and limited policy funding infrastructure investment globally with him extensive financial and accounting ammunition. Unexpected outcomes is potentially of huge significance. experience gained in one of the world’s arising from current geopolitical tensions, Finally, on behalf of the Board, I want again leading international companies as well as eurozone membership uncertainties, to express our thanks and gratitude to our a depth of technical knowledge from his political changes, currency and commodity 266,000 colleagues around the world who long service in the accounting standard price realignments, interest rate moves worked determinedly in 2014 to build an setting world. As a serving Director on and the effectiveness of central banks’ HSBC fit for the next 150 years. HSBC’s US businesses he also brings further unconventional policies, to name but a detailed insight to Group Board discussions few, all could materially affect economic and enhances the strong links that already conditions and confidence around exist between the Group Board and its investment and consumption decisions. major subsidiaries. One economic uncertainty stands out for a major financial institution headquartered in Sir Simon Robertson had previously indicated his intention to retire from the UK, that of continuing UK membership of the EU. Today, we publish a major D J Flint the Board at the upcoming AGM. I am Group Chairman delighted to report that Simon has research study which concludes that agreed to stay on for at least a further working to complete the Single Market in 23 February 2015

HSBC HOLDINGS PLC 6

grown the parts of the business that fit our Group Chief Executive’s Review new model, attracting US$14bn of net new money in 2014, mostly through clients of Global Banking & Markets and Commercial Banking. Loan impairment charges were lower, reflecting the current economic environment and the changes we have made to our portfolio since 2011. Operating expenses were higher due to increased regulatory and compliance costs, inflationary pressures and investment in strategic initiatives to support growth, primarily in Commercial Banking in Asia and Europe. Significant items, which include restructuring costs, were also higher than last year. We agreed settlements in respect of inquiries by the UK Financial Conduct 2014 was a challenging year in which we continued to work hard Authority and the US Commodity Futures to improve business performance while managing the impact of a Trading Commission into the foreign exchange market in 2014. HSBC was badly higher operating cost environment. let down by a few individuals whose actions do not reflect the vast majority Profits disappointed, although a tough notably in our two home markets of Hong of employees who uphold the values and fourth quarter masked some of the Kong and the UK. standards expected of the bank. This progress made over the preceding three Global Banking and Markets performed matter is now rightly in the hands of the quarters. Many of the challenging aspects relatively well for the first three quarters of Serious Fraud Office. of the fourth quarter results were common the year, but, like much of the rest of the Our balance sheet remained strong, with to the industry as a whole. In spite of this, industry, suffered a poor fourth quarter. a ratio of customer advances to customer there were a number of encouraging signs, Revenue was lower in 2014, particularly in accounts of 72%. Excluding the effects of particularly in Commercial Banking, our Markets businesses, but all other client- currency translation, customer loans Payments & Cash Management and facing businesses delivered year-on-year and advances grew by US$28bn during renminbi products and services. We were growth. 2014. also able to continue to grow the dividend. Revenue was also lower in Retail Banking The common equity tier 1 ratio on a Reported profit before tax in 2014 was and Wealth Management, due primarily to transitional basis was 10.9% and on a US$18.7bn, US$3.9bn lower than in the the continuing repositioning of the CRD IV end point basis was 11.1% at previous year. This reflected lower gains business. However, in our Global Asset 31 December 2014. from disposals and reclassifications, and Management business we continued our the negative effect of other significant strategy of strengthening collaboration Connecting customers to items, including fines, settlements, UK across our global businesses, which helped opportunities customer redress and associated to attract net new money of US$29bn. 2015 is HSBC’s 150th anniversary. Founded provisions, totalling US$3.7bn. Global Private Banking continues to undergo in Hong Kong in 1865 to finance local and Adjusted profit before tax, which excludes a comprehensive overhaul which was international trade, the bank expanded the year-on-year effects of currency accelerated from 2011. As part of this rapidly to capture the increasing flow of translation differences and significant overhaul, we are implementing tough commerce between Asia, Europe and North items, was US$22.8bn, broadly unchanged financial crime, regulatory compliance and America. Our ability to connect customers on 2013. tax transparency measures. In order to across the world remains central to the Asia continued to provide a strong achieve our desired business model and bank’s strategy today and in 2014 we contribution to Group profits. Middle East informed by our six filters process, we have continued to develop and grow the product and North Africa reported a record profit also sold a number of businesses and areas that rely on international before tax in 2014. Together, Asia and customer portfolios, including assets in connectivity. MENA generated more than 70% of Japan, Panama and Luxembourg. The Our market-leading Global Trade and adjusted Group profit before tax. number of customer accounts in our Swiss Receivables Finance business remains Commercial Banking also delivered a record Private Bank is now nearly 70% lower than at strong and we were voted best global trade reported profit, which is evidence of the its peak. We continued to remodel the finance bank and best trade finance bank in successful execution of our strategy. Private Bank in 2014, which included the sale MENA in the Global Trade Review ‘Leaders Revenue in CMB continued to grow, of a customer portfolio in Switzerland to LGT In Trade’ Awards. Bank. One consequence of this remodelling was a reduction in revenue. We have also

HSBC HOLDINGS PLC 7 Overview/Strategic objectives Group Chief Executive’s Review / Value creation and long-term sustainability

In Payments and Cash Management, requirements from the UK Prudential settlement agreements with the US we increased customer mandates and Regulation Authority. authorities and the UK Financial Conduct improved client coverage. We were Whilst we expected an increase in the Authority. We have now received the recognised as the best global cash amount of capital we were required to second annual report from the Monitor. management bank for the third successive hold when setting targets for the Group in Whilst it confirmed that we continue to year in the 2014 Euromoney Cash 2011, we could not have foreseen the full comply with the obligations we undertook Management Survey. extent of the additional costs and capital in the Deferred Prosecution Agreement Our share of the capital financing market commitment that would subsequently be with the US Department of Justice, as we continued to improve and we were ranked asked of us. The pace of change has been expected we still have substantial work number one for debt capital markets in our exceptional. As a consequence, some of the to do. home markets of the UK and Hong Kong, targets that we set for the Group in 2011 Summary and outlook and number one for Equity Capital Markets are no longer realistic. The business remains in a good position in Hong Kong by Dealogic. HSBC was also In recognition of that fact, we have set new structurally to capitalise on broader market named global bond house of the year, medium-term targets that better reflect trends and the macroeconomic backdrop global derivatives house of the year and the ongoing operating environment. remains favourable, notwithstanding the Asian bond house of the year in the continuing low interest rate environment. International Financing Review Awards We are setting a revised return on equity There are still a number of historical issues 2014. target of more than 10%. This target is modelled using a common equity tier 1 left to resolve and we will make further We consolidated our leadership of the capital ratio on a CRD IV end point basis progress on these in 2015. We will also rapidly growing renminbi market in 2014. in the range of 12% to 13%. continue the work we started in 2011 to According to SWIFT, the renminbi is now simplify the Group to make it easier to the fifth most widely used payment Our cost target will be to grow our revenue manage and control. currency in the world, up from 13th just faster than costs (‘positive jaws’) on an Our 2014 results show a business powered two years ago. We increased revenue from adjusted basis. by our continued strength in Hong Kong, renminbi products and retained our ranking We are also restating our commitment with significant additional contributions as number one issuer of offshore renminbi to grow the dividend. To be clear, the from the rest of Asia and the Middle East bonds worldwide over the last twelve progression of dividends should be and North Africa. The continuing success of months. HSBC was also recognised as the consistent with the growth of the overall Commercial Banking and the resilience of best overall provider for products and profitability of the Group and is predicated our differentiated Global Banking & services in Asiamoney’s Offshore Renminbi on our ability to meet regulatory capital Markets business illustrate the Services Survey in 2014, and renminbi house requirements in a timely manner. effectiveness of our strategy to bridge of the year in the 2014 Asia Risk Awards. These targets offer a realistic reflection of global trade and capital flows. Retail Operating a global business the capabilities of HSBC in the prevailing Banking & Wealth Management remains a It is already clear that the regulatory costs operating environment. work in progress, but we took considerable of operating a global business model have further steps to de-risk the business in Our employees increased since we announced our strategy 2014. Global Private Banking continues to I am grateful for the hard work, dedication for HSBC in 2011. attract net new money from clients in our and professionalism of all of our employees other global businesses. We maintain a As the Group Chairman’s Statement in 2014. sharp focus on generating net savings to explains, the regulatory environment Extensive work was required to prepare offset increased costs arising from inflation, continues to evolve. HSBC for stress tests in a number of and the cost of implementing global Our commitment to be the world’s leading jurisdictions throughout the year, the standards. international bank means that improving results of which confirmed the capital Our early 2015 performance has been our regulatory and compliance abilities strength of the Group. HSBC will face satisfactory. and implementing Global Standards must additional stress testing in 2015. remain priorities for HSBC. Our Compliance We continue to focus on the execution of We all have to work continuously to make staff headcount has more than doubled our strategy and on delivering value to sure that the Group remains compliant since 2011 and there is more work still to shareholders. with anti-money laundering and sanctions do to strengthen the Group’s compliance legislation and this effort continued in capability. 2014. At the same time, the level of capital that Management and staff across the Group we hold has increased by over 60% since continued to work very closely with the S T Gulliver before the financial crisis. Specifically, we Group Chief Executive Monitor to deliver our commitments have further strengthened our capital under the terms of our December 2012 23 February 2015 levels in response to increasing capital

HSBC HOLDINGS PLC 8

Strategic objectives Value creation Customers

Value creation Personal, corporate, governmental, institutional and high net worth customers and long-term and counterparties sustainability Branches and offices Networks Markets We continue to follow the vision for HSBC we first outlined in 2011 Products and Income along with the clear strategy Loans/credit Deposits + investments Financial services that will help us achieve it. Our Trading and Interest and fee income strategy guides where and other income how we seek to compete. We constantly assess our progress against this strategy and provide Costs Risk regular updates to stakeholders. and Loan losses Capital Through our principal activities – making Salaries and other payments Employees payments, holding savings, enabling trade, providing finance and managing risks – we Infrastructure and other costs Third parties play a central role in society and in the Taxes Governments economic system. Our target is to build and maintain a business which is sustainable in Allocation the long term. Dividends Shareholders How we create value Banks, and the individuals within them, play Variable pay Employees a crucial role in the economic and social Retained profit system, creating value for many parties in different ways. We provide a facility for customers to We also offer additional financial products documentary trade instruments for securely and conveniently deposit their and services including broking, asset companies. Corporate customers also ask savings. We allow funds to flow from savers management, financial advisory services, us to help with managing the financial risks and investors to borrowers, either directly or life insurance, corporate finance, securities arising in their businesses by employing our through the capital markets. The borrowers services and alternative investments. We expertise and market access. use these loans or other forms of credit to make markets in financial assets so that An important way of managing risks arising buy goods or invest in businesses. By these investors have confidence in efficient pricing from changes in asset and liability values and means, we help the economy to convert and the availability of buyers and sellers. We movements in rates is provided by derivative savings which may be individually short-term provide these products for clients ranging products such as forwards, futures, swaps into financing which is, in aggregate, longer from governments to large and mid-market and options. In this connection, we are an term. We bring together investors and corporates, small and medium-sized active market-maker and derivative people looking for investment funding. We enterprises, high net worth individuals and counterparty. Customers use derivatives develop new financial products. We also retail customers. We help customers raise to manage their risks, for example, by: facilitate personal and commercial financing from external investors in debt and transactions by acting as payment agent both equity capital markets. We create liquidity – using forward foreign currency contracts within countries and internationally. Through and price transparency in these securities to hedge their income from export sales these activities, we take on risks which we allowing investors to buy and sell them on or costs of imported materials; then manage and reflect in our prices. the secondary market. We exchange national – using an inflation swap to hedge future Our direct lending includes residential and currencies, helping international trade. inflation-linked liabilities, for example, for pension payments; commercial mortgages and overdrafts, and We offer products that help a wide range term loan facilities. We finance importers and of customers to manage their risks and – transforming variable payments of debt exporters engaged in international trade and exposures through, for example, life interest into fixed rate payments, or provide advances to companies secured on insurance and pension products for retail vice versa; or amounts owed to them by their customers. customers and receivables finance or – providing investors with hedges against movements in markets or particular stocks.

HSBC HOLDINGS PLC 9 Strategic objectives Value creation and long-term sustainability / HSBC Values / Our strategy

We charge customers a spread, representing the countries in which we operate and the difference between the price charged contribute to the health and growth of HSBC Values to the customer and the theoretical cost of communities. Achieving a sustainable Embedding HSBC Values in every executing an offsetting hedge in the market. return on equity and long-term profit decision and every interaction We retain that spread at maturity of the growth is built on this foundation. transaction if the risk management of the with customers and with each How we do business is as important as what other is a top priority for the position has been effective. we do: our responsibilities to our customers, Group and is shaping the way We then use derivatives along with other employees and shareholders as well as to financial instruments to constrain the risks wider society go far beyond simply being we do business. arising from customer business within risk profitable. These include our consistent The role of HSBC Values in daily operating limits. Normally, our customers both buy implementation of the highest standards practice is fundamental to our culture, and sell relevant instruments, in which case everywhere we operate to detect, deter and is particularly important in light of our focus is on managing any residual risks and protect against financial crime. developments in regulatory policy, investor through transactions with other dealers or Sustainability underpins our strategic confidence and society’s expectations of professional counterparties. Where we do priorities and enables us to fulfil our banks. HSBC Values are integral to the not fully hedge the residual risks we may gain purpose. Our ability to identify and selection, assessment, recognition, or lose money as market movements affect address environmental, social and ethical remuneration and training of our employees. the net value of the portfolio. developments which present risks or We expect our executives and employees Stress tests and other risk management opportunities for the business contributes to to act with courageous integrity in the techniques are also used to ensure that our financial success. Sustainable decision- execution of their duties in the following potential losses remain within our risk making shapes our reputation, drives ways: appetite under a wide range of potential employee engagement and affects the risk market scenarios. profile of the business – and can help reduce HSBC Values costs and secure new revenue streams. In addition, we manage risks within HSBC, Be dependable and do the right thing Our international presence and the long- including those which arise from the business – stand firm for what is right, deliver on we do with customers. established position of many of our businesses in HSBC’s home and priority commitments, be resilient and For further information on our risks, see page 21, growth markets, when combined with our trustworthy; and on how we manage them, see page 24. wide-ranging portfolio of products and – take personal accountability, be Long-term sustainability services, differentiate HSBC from our decisive, use judgement and common At HSBC, we understand that the competitors and give our business and sense, empower others. operating models an inherent resilience. This continuing financial success of our business Be open to different ideas and cultures is closely connected to the economic, has enabled the Group to remain profitable – communicate openly, honestly and environmental and social landscape in through the most turbulent of times for our transparently, value challenge, learn which we operate. For us, sustainability industry, and we are confident that the from mistakes; means building our business for the long models will continue to stand us in good term by balancing social, environmental stead in the future and will underpin the – listen, treat people fairly, be inclusive, and economic considerations in the achievement of our strategic priorities. value different perspectives. decisions we make. This enables us to help Our business and operating models are described Be connected with our customers, businesses thrive, reward shareholders in more detail on page 12. For further information communities, regulators and each other and employees, pay taxes and duties in about sustainability at HSBC, see page 36. – build connections, be externally

focused, collaborate across boundaries; – care about individuals and their progress, show respect, be supportive and responsive.

HSBC HOLDINGS PLC 10

Our strategy

Long-term trends Competitive advantages A two-part approach

Our strategy is aligned to two long-term What matters in this environment is: Responding to these long-term trends, trends: – having an international network and we have developed a two-pronged – The world economy is becoming ever global product capabilities to capture approach that reflects our competitive advantages: more interconnected, with growth in international trade and movements in world trade and cross-border capital capital; and – A network of businesses connecting flows continuing to outstrip growth in – being able to take advantage of organic the world. HSBC is well positioned to average gross domestic product. Over investment opportunities in the most capture growing international trade the next decade we expect growth in attractive growth markets and and capital flows. Our global reach and trade and capital flows to outstrip GDP maintaining the capacity to invest. range of services place us in a strong growth and 35 markets to generate 85% position to serve clients as they grow of world trade growth with a similar HSBC’s competitive advantages come from small enterprises into large multi- degree of concentration in cross-border from: nationals through our Commercial capital flows. Banking and Global Banking and – our meaningful presence in and long- Markets businesses. – Of the world’s top 30 economies, we term commitment to our key strategic expect those of Asia, Latin America, markets; – Wealth management and retail with local scale. We aim to capture the Middle East and Africa to have – our business network, which covers opportunities arising from social increased by around four-fold in size over 85% of global trade and capital mobility and wealth creation in our by 2050, benefiting from demographics flows; and urbanisation. By this time they will priority growth markets across Asia, be larger than those of Europe and – our balanced business portfolio centred Latin America and the Middle East, North America combined. By 2050, we on our global client franchise; through our Premier proposition and expect 18 of the 30 largest economies – our strong ability to add to our capital Global Private Banking business. We will be from Asia, Latin America or the base while also providing competitive expect to invest in full scale retail Middle East and Africa. rewards to our staff and good returns businesses only in markets where we to our shareholders; can achieve profitable scale. – our stable funding base, with about US$1.4 trillion of customer accounts of which 72% has been advanced to customers; and – our local balance sheet strength and trading capabilities in the most relevant financial hubs.

HSBC HOLDINGS PLC 11 Business model Market presence / Organisation

The UK and Hong Kong are our home The final category, small markets, includes Business model markets, and a further 19 countries form our those where our operations are of sufficient priority growth markets (see below). These scale to operate profitably, or markets where Market presence 21 markets accounted for over 90% of our we maintain representative offices. profit before tax in 2014, and are the primary Our legal entities are regulated by their local Our business model is based focus of capital deployment. Network regulators and on a Group-wide basis we are on an international network markets are markets with strong regulated from the UK by the Prudential connecting and serving a cohesive international relevance which serve to Regulation Authority (‘PRA’) for prudential portfolio of markets. complement our international presence, matters (safety and soundness) and by the operating mainly through Commercial Financial Conduct Authority (‘FCA’) for Our comprehensive range of banking and Banking and Global Banking and Markets. conduct (consumer and market protection). related financial services is provided by Our combination of home, priority growth operating subsidiaries and associates. and network markets covers around 85% of Services are primarily delivered by domestic all international trade and financial flows. banks, typically with local deposit bases. HSBC’s markets Asia Europe Middle East and North Latin North Africa America America

Home − Hong Kong − UK markets

Priority − Australia − France − Egypt − Canada − Argentina growth − Mainland China − Germany − Saudi Arabia − USA − Brazil markets − India − Switzerland − UAE − Mexico − Indonesia − Turkey − Malaysia − Singapore − Taiwan

Network − Operations primarily focused on international clients and businesses of Commercial Banking and Global Banking and Markets markets − Together with home and priority growth markets these cover around 85% of international trade and capital flows

Small − Markets where HSBC has profitable scale and focused operations markets − Representative Offices

Investment criteria Decisions over where to invest additional – Risk: the investment must be consistent We use six filters to guide our decisions resources have three components: with our risk appetite. about when and where to invest. The first – Strategic: we will only invest in businesses We conduct an annual geographic and two – international connectivity and aligned to our strategy, mostly in our business portfolio review following the six economic development – determine whether home and priority growth markets and filter approach to update our market and the business is strategically relevant. The next in target businesses and clients; business priorities. three – profitability, efficiency and liquidity – determine whether the financial position of – Financial: the investment must be value the business is attractive. The sixth filter – the accretive for the Group, and must meet risk of financial crime – governs our activities minimum returns, revenue and cost in high risk jurisdictions, and is applied to hurdles; and protect us by restricting the scope of our business where appropriate. Using the six filters in decision-making What is the Are the current What is the financial crime risk? strategic relevance? returns attractive?

1. Connectivity 3. Profitability 6. Financial crime risk 2. Economic development 4. Efficiency 5. Liquidity Low High

Yes Invest Risk mitigation High No Turnaround/improve Risk mitigation

Yes Continue as is Risk mitigation Medium/low No Discontinue/dispose

HSBC HOLDINGS PLC 12

Holding company HSBC Holdings does not provide core funding Organisation HSBC Holdings, the holding company of the to any banking subsidiary, nor is it a lender Our operating model is based on Group, is the primary source of equity capital of last resort and does not carry out any a matrix management structure for its subsidiaries and provides non-equity banking business in its own right. Subsidiaries comprising global businesses, capital to them when necessary. operate as separately capitalised entities implementing the Group strategy. geographical regions and global Under authority delegated by the Board of functions. HSBC Holdings, the Group Management Global management structure Board (‘GMB’) is responsible for the The matrix is overlaid on a legal entity The following table lists our four global management and day-to-day running of structure headed by HSBC Holdings plc. businesses, five geographical regions and the Group, within the risk appetite set by 11 global functions, and summarises their the Board. GMB works to ensure that there responsibilities under HSBC’s management are sufficient cash resources to pay dividends structure. to shareholders, interest to bondholders, expenses and taxes. For details of our principal subsidiaries see Note 22 on the Financial Statements. A simplified Group structure chart is provided on page 462 of the Annual Report and Accounts 2014.

Global management structure

HSBC Holdings plc

Global businesses Geographical regions Global functions

− Retail Banking and Wealth Management − Europe − Communications − Commercial Banking − Asia − Company Secretaries − Global Banking and Markets − Middle East and North Africa − Corporate Sustainability − Global Private Banking − North America − Finance − Latin America − HSBC Technology and Services − Human Resources − Internal Audit − Legal − Marketing − Risk (including Compliance) − Strategy and Planning

Responsible for setting globally consistent Share responsibility for executing business Establish and manage all policies, processes business strategies and operating models strategies set by the global businesses. They and delivery platforms relevant to their and issuing planning guidance regarding their represent the Group to customers, regulators, activities, are fully accountable for their costs businesses, and are accountable for their employee groups and other stakeholders; globally and are responsible for managing profit and loss performance and for allocate capital; manage risk appetite, liquidity their headcount. managing their headcount. and funding by legal entity; and are accountable for profit and loss performance in line with global business plans.

Legal entities

Operate under their own boards of directors as separately capitalised entities, implementing Group strategy and delivering Group products and services. They are required to consider risk and maintain a capital buffer consistent with the Group’s risk appetite for their relevant country or region. They manage their own funding and liquidity within parameters set centrally.

HSBC HOLDINGS PLC 13 Business model (continued) Organisation / Governance

Structural Reform is aligned to our existing legal and business relation to legal structure, governance, and structure. continuity of services and facilities. The PRA Banking structural reform and intends to undertake further consultations recovery and resolution planning In common with all G-SIBs, we are working and finalise ring-fencing rules in due course. Globally there have been a number of with our regulators to understand inter- The PRA also published a discussion paper developments relating to banking structural dependencies between different businesses concerning operational continuity in reform and the introduction of recovery and and subsidiary banking entities in the Group resolution. resolution regimes. in order to enhance resolvability. As required by the PRA’s consultation paper, As recovery and resolution planning has We have initiated plans to mitigate or a provisional ring-fencing project plan was developed, some regulators and national remove critical inter-dependencies to further presented to the UK regulators in November authorities have also required changes to the facilitate the resolution of the Group. In 2014. This plan provided for ring-fencing of corporate structures of banks. These include particular, in order to remove operational the activities prescribed in the legislation, requiring the local incorporation of banks or dependencies (where one subsidiary bank broadly the retail and SME services that are ring-fencing of certain businesses. In the UK, provides critical services to another), we have currently part of HSBC Bank plc (‘HSBC ring-fencing legislation has been enacted determined to transfer such critical services Bank’), in a separate subsidiary. requiring the separation of retail and small from the subsidiary banks to a separately and medium-sized enterprise (‘SME’) incorporated group of service companies In addition, the plan reflected the operational deposits from trading activity (see below). (‘ServCo group’). The ServCo group will be continuity expectations of each of the PRA’s Similar requirements have been introduced separately capitalised and funded to ensure consultation and discussion papers by or are in the process of being introduced in continuity of services in resolution. A providing for the proposed enhancement of other jurisdictions. significant portion of the ServCo group the ServCo group. The plan remains subject already exists and therefore this initiative to further planning and approvals internally Policy background to recovery and involves transferring the remaining critical and is ultimately subject to the approval of resolution services still held by subsidiary banks into the PRA, FCA and other applicable regulators. Following the financial crisis, G20 leaders the ServCo group. The services will then be European banking structural reform requested that the Financial Stability Board provided to the subsidiary banks by the In January 2014, the European Commission (‘FSB’) establish more effective arrangements ServCo group. for the recovery and resolution of 28 (now published legislative proposals on the 30) designated Global Systemically Important UK ring-fencing structural reform of the European banking Banks (‘G-SIBs’), resulting in a series of policy In December 2013, the UK’s Financial sector which would prohibit proprietary recommendations in relation to recovery Services (Banking Reform) Act 2013 (‘Banking trading in financial instruments and and resolution planning, cross-border Reform Act’) received Royal Assent. It commodities, and enable supervisors, at their co-operation agreements and measures implements most of the recommendations discretion, to require certain trading activities to mitigate obstacles to resolution. of the Independent Commission on Banking to be undertaken in a separate subsidiary (‘ICB’), which inter alia require large banking from deposit taking activities. In December 2013, the PRA set out rules for groups to ‘ring-fence’ UK retail banking the recovery and resolution of UK banks The ring-fenced deposit taking entity would and international banks operating in the UK. activity in a separately incorporated banking be subject to separation from the trading These rules were modified as part of the subsidiary (a ‘ring-fenced bank’) that is entity including requirements for separate implementation of the EU Bank Recovery and prohibited from engaging in significant capital and management structures, issuance Resolution Directive from January 2015. trading activity. For these purposes, the of own debt and arms-length transactions UK excludes the Crown Dependencies. between entities. HSBC resolution strategy and Ring-fencing is to be completed by 1 January The draft proposals contain a provision which corporate structure changes 2019. would permit derogation by member states We have been working with the Bank of In July 2014, secondary legislation was that have implemented their own structural England, the PRA and our other primary finalised. This included provisions further reform legislation, subject to meeting certain regulators to develop and agree a resolution detailing the applicable individual customers conditions. This derogation may benefit the strategy for HSBC. It is our view that a to be transferred to the ring-fenced bank by UK in view of the Banking Reform Act. resolution strategy whereby the Group reference to gross worth and enterprises to breaks up at a subsidiary bank level at the be transferred based on turnover, assets The proposals are currently subject to discussion in the European Parliament and point of resolution (referred to as a Multiple and number of employees. In addition, the the Council. The implementation date for Point of Entry strategy) rather than being secondary legislation places restrictions on any separation under the final rules would kept together as a Group at the point of the activities and geographical scope of ring- resolution (referred to as a Single Point of fenced banks. depend upon the date on which the final Entry strategy) is the optimal approach as it legislation (if any) is agreed. In October 2014, the PRA published a consultation paper on ring-fencing rules in

HSBC HOLDINGS PLC 14

We believe that a robust and transparent running of the business to the GMB. Risk Governance corporate governance framework is vital Management Meetings of the GMB are held The Board is committed to to the sustainable success of HSBC. in addition to regular GMB meetings. establishing and maintaining the Strengthening our corporate governance The key roles of the non-executive highest standards of corporate framework to support the successful committees established by the Board are implementation of our Global Standards governance wherever we operate. described in the chart below. The terms of programme is a continuing focus for the reference of the principal non-executive Good corporate governance is Board. critical to HSBC’s long-term Board committees are available at www.hsbc.com/boardcommittees. success and sustainability. Role of the Board and Committees The strategy and risk appetite for HSBC is set For further details on Group corporate governance, by the Board, which delegates the day-to-day see page 263 of the Annual Report and Accounts 2014.

The committee structure and governance framework of the HSBC Holdings Board HSBC Holdings plc Board of Directors

Group Risk Group Audit Group Remuneration Nomination Committee Committee Committee Committee

Non-executive responsibility Non-executive responsibility Non-executive responsibility Non-executive responsibility for oversight of, and advice for oversight of, and advice for setting the overarching for leading the process for to the Board on, high level to the Board on, matters principles, parameters and Board appointments and for risk-related matters and relating to financial governance framework of identifying and nominating, risk governance. reporting and of internal the Group’s remuneration for approval by the Board, controls over financial policy and the remuneration candidates for appointment reporting. of senior executives. to the Board.

Group Management Financial System Conduct & Values Philanthropic and Chairman’s Board Vulnerabilities Committee Community Investment Committee Committee Oversight Committee5

Executive management Non-executive responsibility Non-executive responsibility Non-executive responsibility Acts on behalf of the Board committee which is for oversight of (i) controls for oversight of, and advice for the oversight of HSBC’s between scheduled Board responsible for management and procedures to identify to the Board on, HSBC philanthropic and meetings to facilitate and day-to-day running of areas where HSBC and policies, procedures and community investment ad hoc unforeseen business HSBC under the direct the financial system more standards to ensure that the activities in support of requiring urgent Board authority of the Board. broadly may become Group conducts business the Group’s corporate approval. exposed to financial crime responsibly and consistently sustainability objectives. or system abuse, and adheres to HSBC Values. (ii) HSBC policies and procedures sufficient to ensure the continuing obligations to regulatory and law enforcement agencies are met.

For footnote, see page 39.

GMB executive committees

Group Management Board

Risk Management Meeting

Provide strategic direction and oversight of enterprise-wide management of all risks through a strong risk governance framework, with particular focus on defining risk appetite and monitoring the risk profile, including assessments of current and emerging risks. Recommend and/or approve key risk limits, policies and methodologies for the management of risks. Develop and implement Global Standards reflecting best practices for adoption across the Group.

HSBC HOLDINGS PLC 15 Business model (continued) Global businesses

developing, implementing and managing regarding their businesses; are accountable Global businesses their business propositions consistently for their profit and loss performance; and Our four global businesses are Retail Banking across the Group, focusing on profitability manage their headcount. and Wealth Management (‘RBWM’), and efficiency. They set their strategies The main business activities of our global business Commercial Banking (‘CMB’), Global Banking within the parameters of the Group strategy and their products and services are summarised and Markets (‘GB&M’) and Global Private in liaison with the geographical regions; are below. Banking (‘GPB’). They are responsible for responsible for issuing planning guidance

Main business activities by global business in 2014

Global RBWM CMB GB&M GPB businesses

Liability − Deposits − Deposits − Deposits − Deposits driven − Account services − Payments and cash − Payments and cash − Account services management management − Balance sheet management

Asset − Credit and lending − Credit and lending − Credit and lending − Credit and lending driven − International trade and − Asset and trade finance receivables finance

Fee driven − Asset management − Commercial insurance − Corporate finance7 − Investment management9 and other − Wealth solutions and and investments − Markets8 − Financial advisory10 financial planning − Securities services − Broking6 − Broking6 − Corporate finance − Insurance (distribution; (via GB&M)7 life manufacturing) − Alternative investments11 – Trusts and estate planning

For footnotes, see page 39.

Retail Banking and Wealth – HSBC Advance: we offer our emerging appropriate to their diverse goals, aspirations Management affluent customers control over their day-to- and ambitions. We recognise that some of day finances and access to a range of our customers face financial challenges and, Products and services preferential products, rates and terms. HSBC in these cases, we aim to be tolerant, fair and RBWM takes deposits and provides Advance is also the start of a relationship understanding and to support them during transactional banking services to enable where we give customers support and difficult times. customers to manage their day-to-day guidance to help them to realise their finances and save for the future. We offer ambitions. We put the customer at the heart of everything we do. We constantly carry out credit facilities to assist them in their short or – Wealth Solutions & Financial Planning: a longer-term borrowing requirements and we financial planning process designed around research and invest resources to make sure provide financial advisory, broking, insurance individual customer needs to help our clients that customers can access our services and investment services to help them to to protect, grow and manage their wealth. conveniently, securely and reliably. We have manage and protect their financial futures. We offer investment and wealth insurance conducted work to ensure that we sell products manufactured by Global Asset products that meet their needs and at a price We develop products designed to meet the Management, Markets and HSBC Insurance that represents a fair exchange of value needs of specific customer segments, which and by selected third-party providers. between customers and shareholders, and may include a range of different services and – Personal Banking: we provide globally have introduced new incentive programmes delivery channels. standardised but locally delivered, reliable, that have no formulaic links to sales volumes easy to understand, good-value banking but are focused on assessing how well we are RBWM offers four main types of products and services using global product meeting our customers’ needs. service: platforms and globally set service standards. We measure customer satisfaction through RBWM delivers services through four principal – HSBC Premier: we provide a dedicated an independent market research survey relationship manager to our mass affluent channels: branches, self-service terminals, customers and their immediate families, telephone service centres and digital (internet of retail banking customers in selected offering specialist and tailored advice. and mobile). countries and calculate a Customer Customers can access emergency travel Recommendation Index to measure assistance, priority telephone banking and an Customers performance. This is benchmarked against online ‘global view’ of their Premier accounts RBWM serves nearly 50 million customers. average scores of a peer group of banks in around the world. We are committed to building lifelong each market and we set targets for our relationships with our customers as they business relative to our competitor set of move from one stage of their lives to the banks. We expect continuous improvements next, offering tailored products and services across markets in which we operate. We aim

HSBC HOLDINGS PLC 16

to handle customer complaints promptly and HSBC is leading the development of the Global Banking and Markets fairly, monitoring trends to further improve renminbi as a trade currency, with renminbi Products and services our services. capabilities in more than 50 markets. GB&M provides wholesale capital markets Commercial Banking Our range of products, services and delivery and transaction banking services organised channels is tailored to meet the needs of across eight client-facing businesses. Products and services specific customer segments. CMB provides a broad range of banking GB&M products and services and financial services to enable customers Customers include: to manage and grow their businesses We have organised ourselves around our domestically and internationally. We aim to customers’ needs and their degree of – Sales and trading services in the secondary market are provided in Markets, which be recognised as the leading international complexity by developing three distinct includes four businesses organised by asset segments within CMB: Business Banking, trade and business bank by connecting class: customers to markets and by enhancing Mid-Market and Large Corporates. – Credit and Rates sell, trade and distribute collaboration within the Group, both – Business Banking now has two distinct fixed income securities to clients including geographically and between global needs-based servicing models: corporates, financial institutions, businesses. A global operating model relationship managers focused on sovereigns, agencies and public sector increases transparency, enables consistency, customers with more complex needs; issuers. They assist clients in managing risk improves efficiency and ensures the right and portfolio management for customers via interest rate and credit derivatives, outcomes for our customers. and facilitate client financing via requiring simpler, more routine products repurchase (‘repo’) agreements. and services. CMB customer offerings – Foreign Exchange provides spot and typically include: – We have brought increased focus to derivative products to meet the our Mid-Market customers and are investment demands of institutional – Credit and Lending: we offer a broad range re-configuring our organisation and investors, the hedging needs of small of domestic and cross-border financing, resources across our home and priority and medium-sized enterprises (‘SME’s), including overdrafts, corporate cards, term middle-market enterprises (‘MME’s) and growth markets to provide enhanced loans and syndicated, leveraged, acquisition large corporates in GB&M and CMB, and and project finance. Asset finance is also relationship management. the needs of RBWM and GPB customers offered in selected countries. – For our Large Corporate customers, who in our branches. Foreign Exchange trades – Global Trade and Receivables Finance: we typically have complex and multi-country on behalf of clients in over 90 currencies. support customers’ access to the world’s needs, we provide globally managed – Equities provides sales and trading trade flows and provide unrivalled senior coverage teams, who are also services for clients, including direct experience in addressing today’s most able to coordinate with other global market access and financing and hedging complex trade challenges. Our solutions. businesses. comprehensive suite of products and – Capital Financing offers strategic financing services, letters of credit, collections, To ensure that our customers remain at the and advisory services focusing on a client’s guarantees, receivables finance, supply heart of our business, we continue to place capital structure. Products include debt and chain solutions, commodity and structured the utmost value on customer feedback equity capital raising in the primary market, finance and risk distribution, can be and customer engagement. We are now transformative merger and acquisition combined into global solutions that make it in the 6th year of our Client Engagement advisory and execution, and corporate easier for businesses to manage risk, process lending and specialised structured financing transactions and fund activities throughout Programme, a global survey of 15 markets solutions such as leveraged and acquisition the trade cycle. designed to deepen our understanding of finance, asset and structured finance, real – Payments and Cash Management: we are our customers and reinforce our relationship estate, infrastructure and project finance, strategically located where most of with them. This initiative, combined with and export credit. the world’s payments and capital flows other insight programmes, helps us to – Payments and Cash Management helps originate. We provide local, regional and identify customers’ critical business issues clients move, control, access and invest their global transaction banking services including so that we can tailor solutions and services cash. Products include non-retail deposit payments, collections, account services, offered to better meet their needs. taking and international, regional and e-commerce and liquidity management via domestic payments and cash management e-enabled platforms to address the needs of Building long-term relationships with services. our customers. reputable customers is core to our growth – Securities Services provides custody and – Insurance and Investments: we offer strategy and organisational values. clearing services to corporate and business and financial protection, trade institutional clients and funds administration insurance, employee benefits, corporate to both domestic and cross-border investors. wealth management and a variety of other – Global Trade and Receivables Finance commercial risk insurance products in provides trade services on behalf of GB&M selected countries. clients to support them throughout their – Collaboration: our CMB franchise represents trade cycle. a key client base for products and services provided by GB&M, RBWM and GPB, including foreign exchange, interest rate, In addition to the above, Balance Sheet capital markets and advisory services, payroll Management is responsible for the and personal accounts services and wealth management of liquidity and funding for the management and wealth transition services. Group. It also manages structural interest rate positions within the Markets limit structure.

HSBC HOLDINGS PLC 17 Business model (continued) Global businesses / Employees

Customers Customers GB&M provides tailored financial solutions GPB serves the needs of high net worth and Employees to major governmental, corporate and ultra-high net worth individuals and their Successfully enhancing a values- institutional clients worldwide. Managed as families in our home and priority growth led high performance culture in a global business with regional oversight, markets. HSBC is critical to implementing GB&M operates a long-term relationship Within these broad segments, GPB has teams Global Standards sustainably. We management approach to build a full dedicated to serving HSBC’s global priority understanding of clients’ financial continue to focus on embedding clients, which include our most significant HSBC Values in every decision requirements and strategic goals. Group relationships, and other clients who and interaction between Client coverage is centralised in Banking, benefit from our private banking proposition which contains relationship managers and services offered by CMB and GB&M. Our colleagues and with customers. organised by sector, region and country who aim is to build and grow connectivity with – We aim to attract, retain and motivate the work to understand client needs and provide these customers Group-wide, establishing very best people, and our remuneration holistic solutions by bringing together our strong relationships across all global policy supports this endeavour. broad array of product capabilities and businesses to meet clients’ needs. We aim to utilising our extensive global network. build on HSBC’s commercial banking heritage – We actively manage succession planning by defining the capabilities we need and Our goal is to be a ‘Top 5’ bank to our priority to be the leading private bank for high net worth business owners. complement this by identifying talented clients. We strive to achieve this goal by individuals and ensuring they are provided assembling client coverage teams across our Relationship managers are the dedicated with appropriate career and development geographical network who work alongside points of contact for our clients, tailoring opportunities to fulfil their potential in product specialists in developing individually services to meet their individual needs. They HSBC. tailored solutions to meet client needs. develop a thorough understanding of their Our client coverage and product teams are clients – including their family, business, – We provide training and development supported by a unique customer relationship lifestyle and ambitions – and introduce them opportunities to enable employees to management platform and comprehensive to specialists equipped to help build the best acquire the technical and leadership skills client planning process. Our teams utilise financial strategy. Specialists include: needed to enhance their careers. these platforms to better serve global client – investment advisers, who discuss – We are committed to a diverse and relationships, which facilitates our ability investment ideas in line with a client’s inclusive culture reflective of our customer to connect clients to international growth investment and risk profile; base. opportunities. – credit advisers, who provide expertise in – We encourage employees to engage in the Global Private Banking complex liquidity and lending local communities in which they work. requirements; and At the end of 2014 we had a total workforce Products and services of 266,000 full-time and part-time employees Drawing on the strength of HSBC and the – wealth planners, who have the knowledge compared with 263,000 at the end of 2013 most suitable products from the and expertise to manage wealth now and and 270,000 at the end of 2012. Our main marketplace, we work with our clients to for future generations. centres of employment were as follows provide solutions to grow, manage and The use of digital platforms continues to (approximate numbers): preserve wealth for today and for the future. grow in line with strong demand from self- Our products and services include Private directed clients. These platforms enable UK Banking, Investment Management and clients to access account information, Other 48,000 Private Wealth Solutions. investment research and online transactional 73,000 capabilities directly. We continue to invest in India GPB products and services include: digital systems to better meet clients’ 32,000 – Private Banking services comprise evolving expectations and needs. France multicurrency and fiduciary deposits, 9,000 account services, and credit and specialist US Hong Kong lending. GPB also accesses HSBC’s universal 15,000 30,000 banking capabilities to offer products and Mexico Mainland Brazil services such as credit cards, internet 17,000 China 21,000 banking and corporate and investment 21,000 banking solutions. – Investment Management comprises advisory and discretionary investment services and brokerage across asset classes. This includes a complete range of investment vehicles, portfolio management, securities services and alternatives. – Private Wealth Solutions comprise trusts and estate planning, designed to protect wealth and preserve it for future generations.

HSBC HOLDINGS PLC 18

Profile of leadership Employee engagement Succession planning At the date of this Report, the Executive Strong employee engagement leads Our talent strategy aims to ensure that Management of HSBC consists of four to positive commercial outcomes and high-quality candidates are available to fill Executive Directors, 11 Group Managing underpins improved business performance, key positions and meet business needs Directors and 60 Group General Managers. increased customer satisfaction, higher across all areas of the Group. We directly Of these, 13 (17%) are female. This productivity, talent retention and reduced align succession planning with talent leadership team is based in 17 different absenteeism. management, individual development countries and comprises 13 different We assess our employees’ engagement and career planning. The succession plan nationalities. 71% have served with HSBC through our Global People Surveys, which defines the number, distribution, types for more than 10 years and the total were held annually from 2007 to 2011 and of roles and capabilities needed by HSBC, average tenure is 20 years. biennially thereafter. The latest Survey, in and talented individuals are then aligned to these roles. This approach in turn HSBC has 13 non-executive Directors. 2013, focused on supporting a values-led high performance culture by assessing defines the individual’s career path and Employment proposition if our employees were engaged in the development plan. In 2014, we assessed Group’s purpose and felt able to deliver 104 senior employees with the potential HSBC Values to become leaders and determined their In 2014, education on HSBC Values on our ambition to become the world’s leading international bank. career development needs. Potential continued for all levels of employees successors must demonstrate an through induction and other training Our employees’ engagement continues understanding of our Global Standards programmes that covered relevant to be positive when compared with the and exemplify HSBC Values. technical, management and leadership financial services industry and sector skills. We require a high behavioural best-in-class benchmark. The overall Our talent strategy supports our aspirations standard from all our employees, and our engagement score in 2013 was 68%, which in emerging markets, where in 2014 the focus on values and courageous integrity was four percentage points ahead of the representation of those defined as talent continues to be instilled at every level in financial services industry norm and eight was 34%. We closely monitor local the Group. For example, our employee points behind the best-in-class benchmark. nationals identified as short-term and induction programme has been refreshed Strong scores were registered in risk medium-term successors to key leadership to further reinforce courageous integrity awareness (81% and nine points above roles so as to improve the proportion of and meeting the needs of our customers. best-in-class benchmark), leadership local nationals in senior management over Also, an assessment of adherence to our capability (67%) and living the HSBC Values the medium term. values and supporting behaviours has been (77%). Employee development significantly Diversity and inclusion formalised as part of our performance improved from six points below best-in- HSBC is committed to a diverse and appraisal process for all employees. In class in 2011 to three points above in 2013. inclusive culture where employees can be 2014, some 145,000 employees received Aspects that required attention included confident their views are encouraged, their values training in addition to 135,000 pride and advocacy, which were 12 and 13 concerns are attended to, they work in an employees in 2013. A further 100,000 points, respectively, below best in class environment where bias, discrimination employees are expected to receive this norms and had fallen from 2011 levels. and harassment on any matter (including training in 2015. A number of employees The next Global People Survey will be gender, age, ethnicity, religion, sexuality left the Group for breaching our values. conducted in 2015. and disability) are not tolerated, and Employee development HSBC also conducts a regular survey, advancement is based on merit. Our The development of employees is essential Snapshot, which is sent to one quarter diversity helps us support our increasingly if our businesses and operations are of our employees every three months. diverse customer base and acquire, to strengthen and prosper. We take Insights from Snapshot provide a timely develop and retain a secure supply of a systematic approach to identifying, indication of employee sentiment towards skilled and committed employees. the organisation, including signifiers of developing and deploying talented Oversight of our diversity and inclusion engagement. As at the end of September employees to ensure we have a robust agenda resides with senior executives 2014, the favourable responses to selected supply of high calibre individuals with the on the Group Diversity Committee, questions were: support for HSBC’s values, skills and experience for current complemented by a number of subsidiary strategy, 81%; intend to still be working and future senior management positions. People/Diversity Committees. We have at HSBC in three years’ time, 74%; pride over 55 employee network groups We keep our approach to training current in working for HSBC, 79%; and willingness representing gender, ethnicity, age, and under constant review in order to to recommend HSBC to other senior sexuality, disability, religion, culture, improve the quality of our curricula and professionals as a great place to further working parents, health and community ensure employees are equipped with the their career, 68%. Aspects for further volunteering. These groups are technical and leadership skills to operate in attention include helping employees see instrumental in driving an inclusive a global organisation. We are standardising the positive effects of HSBC’s strategic culture and maintaining effective dialogue our training to help employees provide a priorities, 62%. consistently high quality experience for between management and employees. customers in all our markets and support the mitigation of current and emerging risks and the Global Standards programme.

HSBC HOLDINGS PLC 19 Business model (continued) Employees / Risk overview

Gender balance Unconscious bias Whistleblowing An area of continued focus is gender It is recognised that social behaviour may HSBC operates a global Compliance representation, particularly at senior levels of be driven by stereotypes that operate disclosure line (telephone and email) which our organisation. We are addressing bias in automatically and therefore unconsciously. is available to allow employees to make hiring, promotions and talent identification, These stereotypes can lead to a less inclusive disclosures when the normal channels for expanding mentoring and sponsorship, environment. We are addressing this by airing grievances or concerns are unavailable introducing better support for returning incorporating inclusive behaviours in or inappropriate. The Compliance disclosure parents and increasing flexible working our processes and continue to deliver line is available to capture employee opportunities. ‘unconscious bias’ training to 8,700 managers concerns on a number of matters, including The gender balance for HSBC Directors and and 18,500 employees in 2014 (8,300 breaches of law or regulation, allegations of employees at 31 December 2014 was as managers and 50,000 employees in 2013). bribery and corruption, failure to comply follows: In 2015, our diversity and inclusion priorities with Group policies, suspicions of money will continue to address unconscious bias laundering, breaches of internal controls Gender balance through targeted education, encourage the and fraud or deliberate error in the financial Headcount career development of diverse talent with records of any Group company. Global Male Female Total a continued emphasis on gender and local Regulatory Compliance is responsible for the Executive Directors 4 – 4 nationals and extend inclusion to cover wider operation of the Compliance disclosure line Non-executive aspects of diversity, for example, sexual and the handling of disclosure cases. Cases Directors 6 6 12 orientation, ethnicity and disability. We are reviewed and referred for appropriate Directors 10 6 16 continue to enhance a bias-free approach investigation. Whistleblowing cases may also Senior employees 6,719 2,076 8,795 be raised directly with senior executives, line Other employees 120,496 136,966 257,462 to performance management and improve managers, Human Resources and Security Total 127,225 139,048 266,273 internal and external candidate lists, connecting and utilising our Employee and Fraud.

% Resource Network Groups globally and Additional local whistleblowing lines are Male Female Total maintaining a consistent global framework in place in several countries, operated by Executive Directors 100 – 100 of governance and sponsorship to drive a Security and Fraud, Human Resources and Non-executive diverse and inclusive culture throughout Regulatory Compliance. Disclosures made on Directors 50.0 50.0 100 the Group. the local whistleblowing lines are escalated Directors 62.5 37.5 100 to Global Regulatory Compliance or Financial Senior employees 76.4 23.6 100 Health, welfare and safety Crime Compliance. Global Regulatory Other employees 46.8 53.2 100 We regard the physical and psychological Total 47.8 52.2 100 Compliance also monitors an external email health, welfare and safety of our people as address for complaints regarding accounting Overall, Group-wide female representation being of the utmost importance. We recently and internal financial controls or auditing was 52.2% at 31 December 2014, largely introduced a global occupational health matters ([email protected] unchanged on 2013. Female representation framework which requires the proactive highlighted under Investor Relations and at senior levels rose from 22.7% in 2013 to management of employee welfare and Governance on www.hsbc.com). Cases 23.6% in 2014, and our target is to improve encourages the sharing of best practice received are escalated to the Group Chief this to 25% by 2015. The proportion of across the Group. Between August 2012 Accounting Officer, Group Finance Director females in our talent pipeline improved from and the end of 2014, 96% of assigned HSBC or Group Chief Executive as appropriate. 32.2% in 2013 to 34.0% in December 2014 employees carried out our bi-annual online health and safety training. HSBC’s policies and procedures for capturing and female representation on the GMB was and responding to whistleblowing disclosures 20% (three out of fifteen) in December 2014. We run a number of employee assistance relating to accounting or auditing matters are The average age of our employees was 36.2 programmes tailored to local requirements. overseen by the Group Audit Committee. years and average tenure was 8.5 years. Skilled professional counsellors are available Those relating to other whistleblowing on free phone lines 24 hours a day and seven disclosures are overseen by the Conduct & days a week to help employees manage Values Committee. personal or work-related problems that create stress and affect their work. Free Disclosures and actions taken are reported face-to-face counselling is also provided, on a periodic basis to the Conduct & Values as is support for partners and dependents. Committee, Group Audit Committee and the Programmes are offered in the UK, Hong Financial System Vulnerabilities Committee Kong, North America and India. in respect of matters relating to financial crime compliance.

HSBC HOLDINGS PLC 20

complicated to operate, creating capacity – we mitigated risks, for example Risk overview for growth. reputational and operational, when they All our activities involve, Our business and operating models are described were forecast to exceed our risk appetite. to varying degrees, the on page 12. For further information on Global The diversification of our lending portfolio measurement, evaluation, Standards, see page 26. across global businesses and geographical regions, together with our broad range of acceptance and management of Risk in 2014 products, ensured that we were not overly risk or combinations of risks. Concerns remained during 2014 over the dependent on a limited number of countries sustainability of economic growth in both As a provider of banking and financial or markets to generate income and growth. services, we actively manage risk as a developed and emerging markets, while core part of our day-to-day activities. We geopolitical tensions rose or remained high in We monitored a range of key risk metrics in employ a risk management framework at many parts of the world. 2014 as part of our risk appetite process, supported by a limit and control framework. all levels of the organisation, underpinned We continued to sustain a conservative by a strong risk culture and reinforced by risk profile based on our core philosophy Risk appetite is discussed on page 25. HSBC Values and our Global Standards. It of maintaining balance sheet, liquidity and Our approach to stress testing is discussed on ensures that our risk profile remains capital strength by reducing exposure to page 117 and regulatory stress testing programmes conservative and aligned to our risk the most likely areas of stress: on page 124 of the Annual Report and Accounts appetite, which describes the type and – we managed selectively our exposures to 2014. quantum of risk we are willing to accept sovereign debt and bank counterparties in achieving our strategic objectives. Risks incurred in our business to ensure that the overall quality of the activities Risk and our strategic priorities portfolio remained strong; Our principal banking risks are credit risk, The Group’s three strategic priorities are – we regularly assessed higher risk liquidity and funding risks, market risk, reflected in our management of risk. countries and sectors and adjusted our operational risk, compliance risk, fiduciary Grow the business and dividends – we risk appetite, limits and exposures risk, reputational risk, pension risk and ensure risk is maintained at an acceptable accordingly; sustainability risk. We also incur insurance risk. and appropriate level while creating value – we use stress testing, both internal and and generating profits. regulatory programmes, to assess The chart overleaf provides a high level guide Implement Global Standards – we are vulnerabilities and proactively adjust our to how our business activities are reflected in transforming how we detect, deter and portfolios, where required; our risk measures and in the Group’s balance sheet. The third-party assets and liabilities protect against financial crime through the – we continued to reposition and exit indicate the contribution each business deployment of Global Standards, which certain portfolios through our six filters makes to the balance sheet, while RWAs govern how we do business and with whom. process (see page 12) and our focus on illustrate the relative size of the risks incurred certain products or customer segments; Streamline processes and procedures – our in respect of each business. disposal programme has made HSBC easier – we made our client selection filters more For a description of our principal risks, see page 114 to manage and control. By focusing on robust in managing the risk of financial of the Annual Report and Accounts 2014. streamlining our processes and procedures, crime; and we are making HSBC less complex and

HSBC HOLDINGS PLC 21 Business model (continued) Risk overview

Exposure to risks arising from the business activities of global businesses

HSBC Other (including Holding Company)

Global RBWM CMB GB&M GPB business

Business − Deposits − Deposits − Deposits − Deposits − HSBC holding activities − Accounts services − Payments and cash − Payments and cash − Account services company and − Credit and lending management management − Credit and lending central operations − Asset management − Credit and lending − Balance sheet − Investment − Wealth solutions and − International trade management management financial planning and receivables − Credit and lending − Financial advisory − Broking finance − Asset and trade − Broking − Insurance − Commercial finance − Corporate finance (distribution; life insurance and − Corporate finance (via GB&M) manufacturing) investments − Markets − Alternative − Securities services investments − Trusts and estate planning

Balance US$bn US$bn US$bn US$bn US$bn sheet 12 − Assets 499 − Assets 373 − Assets 1,840 − Assets 88 − Assets 165 − Customer − Customer − Customer − Customer − Customer accounts 581 accounts 364 accounts 319 accounts 85 accounts 1

RWAs US$bn US$bn US$bn US$bn US$bn − Credit risk 168 − Credit risk 399 − Credit risk 326 − Credit risk 17 − Credit risk 45 − Operational risk 37 − Operational risk 33 − Counterparty − Operational risk 4 − Operational risk – credit risk 90 − Operational risk 44 − Market risk 56

Risk Liquidity and funding risk (page 163), Pension risk (page 200), Fiduciary risk (page 200), Reputational risk (page 199), profile Compliance risk (page 189), Sustainability risk (page 201) and Insurance risk (page 190). The latter is predominantly in RBWM and CMB.

For footnote, see page 39. For further information on credit risk, see page 127; capital and risk-weighted assets, see page 238; market risk, including value at risk, see page 175; and operational risk see page 186 of the Annual Report and Accounts 2014.

Top and emerging risks assessment of our top and emerging risks is within a number of our top and emerging Identifying and monitoring top and emerging informed by a comprehensive suite of risk risks, it has now been disclosed as a risks are integral to our approach to risk factors which may result in our risk appetite standalone risk, as the risks in this area management. being revised. continue to heighten. We define a ‘top risk’ as being a current, During 2014, senior management paid When the top and emerging risks listed emerged risk which has arisen across any particular attention to a number of top below resulted in our risk appetite being of our risk categories, global businesses and emerging risks. Our current ones are exceeded, or had the potential to exceed our or regions and has the potential to have a summarised overleaf. risk appetite, we took steps to mitigate them, material impact on our financial results or We made a number of changes to our top including reducing our exposure to areas of our reputation and the sustainability of our and emerging risks during 2014 to reflect stress. Given the impact on the Group of long-term business model, and which may our assessment of their effect on HSBC. breaching the US Deferred Prosecution form and crystallise within a one-year time ‘Macroeconomic risks arising from an Agreement (‘US DPA’), significant senior horizon. We consider an ‘emerging risk’ to be emerging market slowdown’ was replaced management attention was given to tracking one with potentially significant but uncertain by ‘Economic outlook and government and monitoring our compliance with its outcomes which may form and crystallise intervention’ as developed economies requirements and improving policies, beyond a year, in the event of which it could demonstrated signs of stress in the second processes and controls to help minimise have a material effect on our ability to half of 2014. ‘Third party risk management’ the risk of a breach. achieve our long-term strategy. was identified as an emerging risk due to the For a detailed account of these risks see page 118 Our top and emerging risk framework risks associated with the use of third-party and for a summary of our risk factors, see page 113 enables us to identify and manage current service providers, which may be less of the Annual Report and Accounts 2014. and forward-looking risks to ensure our risk transparent and more challenging to manage appetite remains appropriate. The ongoing or influence. While ‘People risk’ is inherent

HSBC HOLDINGS PLC 22

Top and emerging risks – / T E

Risk Description Mitigants

Macroeconomic and geopolitical risk Economic outlook and government Weak economic growth in both developed and We closely monitor economic developments in E intervention emerging market countries could adversely affect key markets and appropriate action is taken as global trade and capital flows and our profits from circumstances evolve. operations in those countries. Increased geopolitical risk Our operations are exposed to risks arising from We monitor the geopolitical and economic E political instability and civil unrest in a number of outlook, particularly in countries where we have countries, which may have a wider effect on material exposures and/or a physical presence. regional stability and regional and global economies.

Macro-prudential, regulatory and legal risks to our business model Regulatory developments affecting our Governments and regulators continue to develop We engage closely with governments and T business model and Group profitability policies which may impose new requirements, regulators in the countries in which we operate particularly in the areas of capital and liquidity to help ensure that the new requirements are management and business structure. considered properly. Regulatory investigations, fines, Financial service providers are at risk of regulatory Programmes to enhance the management of T sanctions, commitments and consent sanctions or fines related to conduct of business conduct are progressing in all global businesses orders and requirements relating to and financial crime. and functions. conduct of business and financial crime Breach of the US DPA may allow the US We continue to take steps to address the negatively affecting our results and brand authorities to prosecute HSBC with respect to requirements of the US DPA and other consent matters covered thereunder. orders in consultation with the relevant regulatory agencies. Dispute risk HSBC is party to legal proceedings arising out of its We identify and monitor emerging regulatory and T normal business operations which could give rise judicial trends. to potential financial loss and significant We are enhancing our financial crime and reputational damage. regulatory compliance controls and resources.

Risks related to our business operations, governance and internal control systems Heightened execution risk The complexity of projects to meet regulatory We have strengthened our prioritisation and T demands and risks arising from business and governance processes for significant projects. portfolio disposals may affect our ability to execute our strategy. People risk Significant demands are being placed on the We have reviewed our remuneration policy to T human capital of the Group due to the extent of ensure we can remain competitive and retain our the regulatory reform agenda. key talent and continue to increase the level of specialist resources in key areas. Third-party risk management Risks arising from the use of third-party service We are strengthening our risk management E providers may be less transparent and more processes and procedures in relation to the use challenging to manage or influence. and monitoring of third-party service providers. Internet crime and fraud HSBC is increasingly exposed to fraudulent and We continually assess these threats as they evolve T criminal activities as a result of increased usage of and adapt our controls and defences to mitigate internet and mobile channels. them. Information security risk HSBC and other multinational organisations We have invested significantly in staff training and T continue to be the targets of cyber attacks. enhanced multi-layered controls to protect our information and technical infrastructure. Data management New regulatory requirements necessitate more Our Data Strategy Board is driving consistent data T frequent and granular data submissions, which aggregation, reporting and management across must be produced on a consistent, accurate and the Group. timely basis. Model risk Adverse consequences could result from decisions Model development, usage and validation are T based on incorrect model outputs or from models subject to governance and independent review. that are poorly developed, implemented or used.

HSBC HOLDINGS PLC 23 Business model (continued) Risk overview

How we manage risk interactions. It also ensures that we have Group’s attitude to assuming and managing Managing risk effectively is fundamental a robust and consistent approach to risk risk and ensuring that our risk profile remains to the delivery of our strategic priorities. management at all levels of the organisation in line with our risk appetite and strategy. It is and across all risk types. reinforced by the HSBC Values and our Global Our enterprise-wide risk management Standards. framework fosters the continuous This framework is underpinned by a strong monitoring of the risk environment and risk culture, which is instrumental in aligning Our approach to managing risk is an integrated evaluation of risks and their the behaviours of individuals with the summarised below.

Driving our risk culture

Risk Management Framework

Role of HSBC Board Approves risk appetite, plans and performance targets (page 270).

Role of Board Committees GRC advises on risk appetite, risk governance and other high-level risk related matters (page 280). FSVC advises on financial crime and financial systems abuse (page 282). Group Risk Financial System Conduct & Values CVC advises on polices and procedures to ensure we adhere to HSBC

Controls Committee Vulnerabilities Committee Committee Values (page 286). (‘GRC’) (‘FSVC’) (‘CVC’) Other sub-committees of the Board are described on page 276.

Role of senior management Formulate and implement strategy within risk appetite. Responsible for risk governance and controls.

Describes the risks we are prepared to accept based on our long-term Risk appetite strategy, core risk principles, HSBC Values and risk management competencies (page 205).

Our risk governance framework ensures appropriate oversight of and accountability for management of risk (page 204). Risk governance framework Three lines of defence model Our risk culture empowers our people to do the right thing for our customers, reinforced by our approach to remuneration (page 34). Our ‘Three lines of defence’ model defines roles and responsibilities for risk management (page 186). People Independent Risk function An independent Risk function ensures the necessary balance in risk/return decisions (page 204). Process

Processes to identify, monitor and mitigate risks that exceed our Risk management processes and procedures risk appetite (page 117).

Top and Risk map Stress testing emerging risks

Risks arising from our business activities that are measured, Principal banking and insurance risks monitored and managed (page 114).

Underpinned by HSBC Values

All page references above are to the Annual Report and Accounts 2014.

HSBC HOLDINGS PLC 24

Risk appetite Risk appetite is embedded in day-to-day risk How risk affects our performance The Group’s risk appetite statement (‘RAS’) is management decisions through the use of The management of risk is an integral part of a key component in the management of risk. risk tolerances and limits for material risk all our activities. Risk measures our exposure It describes the types and quantum of risks types. This ensures that our risk profile to uncertainty and the consequent variability that we are willing to accept in achieving our remains aligned with our risk appetite, of return. balancing risk and returns. medium- and long-term strategic objectives. Credit metrics in our retail portfolio benefited The RAS is approved by the Board on the Global businesses and geographical regions from the continued sale of non-strategic advice of the Group Risk Committee. are required to align their risk appetite portfolios, an improved economic Our risk appetite is established and statements with the Group’s. environment across many markets and monitored via the Group risk appetite Some of the core metrics that were growth in Asia and in the core business framework, which provides a globally measured, monitored and presented in the US, while our wholesale portfolios consistent and structured approach to the monthly to the Risk Management Meeting of remained broadly stable with an overall management, measurement and control the GMB during 2014 are tabulated below: favourable change in key impairment of risk in accordance with our core risk metrics. Loan impairment charges fell principles. The framework outlines the Key risk appetite metrics for reasons outlined on page 29. processes, policies, metrics and governance 2014 Operational losses rose, driven by UK bodies and how to address risk appetite target actual customer redress programme charges and as part of day-to-day business and risk Common equity settlements relating to legal and regulatory 1 management activities. tier 1 ratio ≥ 10% 11.1% matters. There are many factors which could Return on equity Trending The RAS guides the annual planning process upwards to affect estimated liabilities with respect to by defining the desired forward-looking risk 12-15% legal and regulatory matters and there profile of the Group in achieving our strategic by 2016 7.3% remains a high degree of uncertainty as to objectives and plays an important role in our RoRWA13 2.2-2.6% 1.5% the eventual cost of fines, penalties and six filters process. Our risk appetite may be Cost efficiency ratio Mid-50s 67.3% redress for these matters. Advances to customer revised in response to our assessment of the accounts ratio Below 90% 72.2% HSBC is party to legal proceedings, top and emerging risks we have identified. Cost of risk Below 15% investigations and regulatory matters in a Quantitative and qualitative metrics are (loan impairment of operating number of jurisdictions arising out of our charges) income 5.4% assigned to a number of key categories normal business operations. Our provisions including returns, capital, liquidity and For footnotes, see page 39. for legal proceedings and regulatory funding, securitisations, cost of risk and matters and for customer remediation In the early part of 2014, we undertook our at 31 December 2014 totalled US$4.0bn. intra-Group lending, risk categories such annual review of our risk appetite statement. as credit, market and operational risk, It was approved by the Risk Managament The reported results of HSBC reflect the risk diversification and concentration, and Meeting of the GMB in January 2014 and the choice of accounting policies, assumptions financial crime compliance. These measures HSBC Holdings Board in February 2014. The and estimates that underlie the preparation are reviewed annually for continued core aspects of the RAS were incorporated of our consolidated financial statements and relevance. into the 2014 scorecards for the Executive reflect our assessment of the financial impact Measurement against the metrics: Directors, as set out on page 405 of the of risks affecting the Group. – guides underlying business activity, Annual Report and Accounts 2013. For a description of material legal proceedings and regulatory matters, see Note 40 on the Financial ensuring it is aligned to risk appetite We also strengthened the Group’s RAS in Statements on page 446. statements; 2014 by incorporating into it measures related to the core financial crime Provisions for legal proceedings and regulatory – enables the key underlying assumptions matters and for customer remediation are disclosed compliance principles of deterrence, to be monitored and, where necessary, in Note 29 on the Financial Statements on detection and protection. adjusted through subsequent business page 420. planning cycles; Targets for 2015 are discussed on page 32. For details of operational losses, see page 188. – allows the business decisions needed to For details of requirements under CRD IV, see For details of our critical accounting estimates and mitigate risk to be promptly identified; and page 239 of the Annual Report and Accounts 2014. judgements, see page 62. – informs risk-adjusted remuneration. Each of the page references above are to the Annual Report and Accounts 2014.

HSBC HOLDINGS PLC 25 Strategic priorities Grow the business / Implement Global Standards

− Payments and Cash Management: trade nation through the expansion of Strategic priorities We aim to deliver improved client our corporate franchise. In 2014, we coverage and products via investments broadened our customer base by We previously defined three in better sales coverage and customer enhancing our products, widening our interconnected and equally proposition and mobile enhancements. geographical coverage and adjusting our weighted priorities for 2014 risk appetite. International revenues − Foreign Exchange: We aim to improve to 2016 to help us deliver our increased through deeper relationships our services to clients and efficiency with customers and developing cross- strategy: by improving our electronic trading business opportunities. − grow the business and dividends; platforms and capabilities. Our universal banking model enables − implement Global Standards; and − Renminbi: Building on our market- us to generate revenues across global leading position, we are investing to roll − streamline processes and businesses. In 2014, cross-business out our renminbi servicing capabilities procedures. collaboration revenues grew in all of our internationally, with the aim of identified opportunities, except for Markets Each priority is complementary and capturing a larger share of offshore revenue from CMB customers primarily underpinned by initiatives within our day- renminbi foreign exchange and capital due to lower foreign exchange volatility. to-day business. Together, they create markets opportunities. value for our customers and shareholders Approximately half of the total collaboration and contribute to the long-term Industry awards and market share gains revenues for the year came from Markets sustainability of HSBC. have validated our strategy. Our market and Capital Financing products provided to shares in core international connectivity CMB customers. In GPB, net new money In the process, we shall maintain a robust, products such as Payments and Cash resulting from cross-business client resilient and environmentally sustainable Management, Global Trade and referrals doubled from 2013. business in which our customers can have Receivables Finance and Foreign Exchange confidence, our employees can take pride have all improved consistently over the Implement Global and our communities can trust. past three years. For three consecutive years, including 2014, HSBC has been Standards Grow the business voted the top global cash manager for At HSBC, we are adopting and dividends corporate and financial institutions in the the highest or most effective Euromoney Cash Management survey. financial crime controls and In growing the business and In the same survey, HSBC was voted best dividends, our targets are to deploying them everywhere global cash manager for non-financial we operate. grow risk-weighted assets in line institutions for a second consecutive year with our organic investment in 2014. We have also been voted the Two new global policies set out these criteria, progressively grow ‘Best Overall for Products and Services’ controls for anti-money laundering (‘AML’) dividends, while reducing the by Asiamoney in its Offshore Renminbi and sanctions. They are our Global effect of legacy and non-strategic Services survey every year since the Standards. activities on our profit and RWAs. survey’s inception in 2012. In line with our ambition to be recognised as the world’s leading international bank, Our strategy is to take advantage of the We aim to continue investing in key growth we aspire to set the industry standard for continuing growth of international trade markets and align global resources to city knowing our customers and detecting, and capital flows, and wealth creation, clusters with fast-growing international deterring and protecting against financial particularly in Asia, the Middle East and revenue pools: crime. Delivering on this means introducing Latin America. We aim to achieve growth − UK and Hong Kong as our home a more consistent, comprehensive approach by leveraging our international network markets: Our goal is to strengthen and to managing financial crime risk – from and client franchise to improve HSBC’s develop our home market position in understanding more about our customers, market position in products aligned to key products, such as mortgages and what they do and where and why they our strategy. personal lending. do it, to ensuring their banking activity To facilitate this growth, we recycle RWAs − China: Mainland China continues to be matches what we would expect it to be. from low into high performing businesses of strategic significance for HSBC and We aim to apply our financial crime risk within our risk appetite. presents a structural long-term growth standards throughout the lifetime of our In 2014, we launched a number of opportunity. We therefore continue to customer relationships: from selecting and investment priorities to capitalise on our invest in organic growth, particularly onboarding customers to managing our global network and accelerate organic in Guangdong and other economically ongoing relationships and monitoring and growth: important regions. We strive to invest assessing the changing risk landscape in and be the first to capture opportunities − the bank. Global Trade and Receivables Finance: that may arise from regulatory changes We are investing in our sales and such as the introduction of the Shanghai Our new global AML policy is designed to product capabilities, particularly for high Free-Trade Zone. stop criminals laundering money through growth products and trade corridors, HSBC. It sets out global requirements for − and expanding in trade hubs as a means US and Germany: We continue to carrying out customer due diligence, of reinforcing HSBC’s leading position improve our position in the world’s monitoring transactions and escalating in trade. largest economy and in Europe’s leading concerns about suspicious activity.

HSBC HOLDINGS PLC 26

Our new global sanctions policy aims – integration of global sanctions screening Enterprise-wide risk assessment to ensure that we comply with local lists into our customer and transaction We have conducted our second annual sanctions-related laws and regulations screening tools; enterprise-wide assessment of our risks in countries where we operate, as well – targeted training for the highest risk and controls related to sanctions and as with global sanctions imposed by the roles and all-employee campaigns to AML compliance. The outcome of this UN Security Council, European Union, US, raise awareness of financial crime risk assessment has formed the basis for risk UK and Hong Kong governments. and encourage escalation; management planning, prioritisation and In many cases, our policy extends beyond – global roll out of financial intelligence resource allocation for 2015. what we are legally required to do, and investigations units to follow up The Monitor reflecting the fact that HSBC has no on escalations and alerts, and identify Under the agreements entered into with appetite for business with illicit actors. emerging trends and issues; and the US Department of Justice (‘DoJ’), the – We expect our Global Standards to the establishment of global procedures UK FCA (formerly the Financial Services underpin our business practices now and and governance to exit business that is Authority (‘FSA’)) and the US Federal in the future, and to provide a source of outside our financial crime risk appetite. Reserve Board (‘FRB’) in 2012, including the competitive advantage. Global Standards Governance framework five-year Deferred Prosecution Agreement are expected to allow us to: (‘US DPA’), an independent compliance The global businesses and Financial monitor (‘the Monitor’) was appointed to – strengthen our response to the ongoing Crime Compliance, supported by HSBC evaluate our progress in fully implementing threat of financial crime; Technology and Services, are formally our obligations and produce regular – make consistent – and therefore accountable for delivering business assessments of the effectiveness of our simplify – the ways by which we monitor procedures, controls and the associated Compliance function. and enforce high standards at HSBC; operating environment to implement our – strengthen policies and processes that new policies within each global business Michael Cherkasky began his work as govern how we do business and with and jurisdiction. This accountability is the Monitor in July 2013, charged with whom; and overseen by the Global Standards evaluating and reporting upon the – ensure that we consistently apply our Execution Committee, which is under effectiveness of the Group’s internal HSBC Values. the chairmanship of the Group Chief Risk controls, policies and procedures as Officer and consists of the Chief Executive they relate to ongoing compliance with Implementing Global Standards Officers of each global business and the applicable AML, sanctions, terrorist Each global business and Financial Crime Global Head of Financial Crime Compliance. financing and proliferation financing obligations, over a five-year period. Compliance have identified where and how Correspondingly, and to promote closer they need to enhance existing procedures integration with business as usual, a report HSBC is continuing to take concerted action to meet the Global Standards. They are on the implementation of Global Standards to remedy AML and sanctions compliance now in the process of deploying the is a standing item at the Group’s Risk deficiencies and to implement Global systems, processes, training and support Management Meeting. The Financial Standards. HSBC is also working to to put the enhanced procedures into System Vulnerabilities Committee and implement the agreed recommendations practice in each country of operation. the Board continue to receive regular flowing from the Monitor’s 2013 review. This is being done in two stages: reports on the Global Standards We recognise we are only part way through programme as part of their continued a journey, being two years into our five-year – delivering policy components with role in providing oversight. US DPA. We look forward to maintaining a limited infrastructure dependency strong, collaborative relationship with the according to an accelerated timeline; Risk appetite Monitor and his team. and Financial crime risk controls are a part – implementing, in parallel, long-term of our everyday business and they are strategic control enhancements and governed according to our global financial associated enhancements to crime risk appetite statement. This aims infrastructure. to ensure sustainability in the long term. During 2014, we made material progress Our overarching appetite and approach in a number of areas, including: to financial crime risk is that we will not tolerate operating without the systems – global implementation of customer and controls in place designed to detect selection policies and governance; and prevent financial crime and will not – first deployment of enhanced customer conduct business with individuals or due diligence procedures for gathering entities we believe are engaged in illicit and verifying customer information; behaviour.

HSBC HOLDINGS PLC 27 Strategic priorities/Outcomes Streamline processes / Financial performance

Streamline Streamlining is expected to be achieved through a combination of simplifying Outcomes processes and and globalising our processes, products, procedures systems and operations. ‘Simplifying’ Financial involves identifying inefficiencies or We continue to refine our excessive complexity and redesigning or performance operational processes, develop rationalising processes to make them Performance reflected lower our global functions, implement easier to understand and manage and gains on disposals and the consistent business models and more efficient. ‘Globalising’ involves streamline IT. developing standard global processes and negative effect of other Since 2011, we have changed how HSBC is implementing them around the Group. significant items. managed by introducing a leaner reporting Reported results structure and establishing an operating Cost efficiency ratio model with global businesses and Our cost efficiency ratio for 2014 was 2014 2013 2012 US$m US$m US$m functions. These changes – together with 67.3%, up from 59.6% in 2013. This change Net interest income 34,705 35,539 37,672 improvements in software development was driven by higher legal, regulatory and conduct settlement costs; inflationary Net fee income 15,957 16,434 16,430 productivity, process optimisation and our Other income 10,586 12,672 14,228 property portfolio – realised US$5.7bn in pressures; continued investment in strategic initiatives; and a rise in the bank Net operating sustainable savings, equivalent to US$6.1bn income14 61,248 64,645 68,330 on an annualised (run rate) basis. This levy. Cost increases were partly offset by LICs15 (3,851) (5,849) (8,311) realised sustainable savings of US$1.3bn. exceeded our commitment to deliver Net operating income 57,397 58,796 60,019 US$2.5–3.5bn of sustainable savings at the Total operating outset of the organisational effectiveness expenses (41,249) (38,556) (42,927) programme included in the first phase of Operating profit 16,148 20,240 17,092 our strategy. Income from associates16 2,532 2,325 3,557 Sustainable savings arise from the Profit before tax 18,680 22,565 20,649 reduction or elimination of complexity, inefficiencies or unnecessary activities, and For footnotes, see page 39. release capital that can be reinvested in Profit before tax of US$18.7bn on a reported growing our business as well as increase basis was US$3.9bn or 17% lower than that returns to shareholders. achieved in 2013. This primarily reflected The reorganisation of the Group into lower business disposal and reclassification four global businesses and eleven global gains and the negative effect, on both functions further allows us to run revenue and costs, of other significant items globally consistent operating models. including fines, settlements, UK customer This establishes the foundation for our redress and associated provisions. next stage of streamlining. Reported net operating income before loan Going forward, we aim to fund investments impairment charges and other credit risk in growth and compliance and offset provisions (‘revenue’) of US$61bn was inflation through efficiency gains. This US$3.4bn or 5% lower than in 2013. In 2014 requires net cost reductions. This there were lower gains (net of losses) from programme will be applied to: disposals and reclassifications (2013 – improving the end-to-end optimisation included a US$1.1bn accounting gain arising of processes and servicing channels; from the reclassification of Industrial Bank Co. Limited (‘Industrial Bank’) as a financial – technology simplification, reducing the investment following its issue of additional number of applications used across the share capital to third parties, and a US$1.1bn Group; and gain on the sale of our operations in – enhancing infrastructure, including Panama). In addition, other significant items optimising our real estate utilisation and included adverse fair value movements the location where certain activities are on non-qualifying hedges of US$0.5bn carried out. compared with favourable movements of US$0.5bn in 2013, a US$0.6bn provision arising from the ongoing review of compliance with the Consumer Credit Act in the UK as well as a net adverse movement on debit valuation adjustments on derivative contracts of US$0.4bn. These factors were partially offset by favourable fair value movements of US$0.4bn on our own debt

HSBC HOLDINGS PLC 28

designated at fair value, which resulted from America, together with a marginal rise Adjusted profit before tax changes in credit spreads, compared with in revenue was largely offset by higher (US$bn) adverse movements of US$1.2bn in 2013 operating expenses. 0.4 23.0 together with a US$0.4bn gain on the sale The following commentary is on an 22.6 4.1 22.8 of our shareholding in Bank of Shanghai in adjusted basis. 18.7 2014. Loan impairment charges and other credit Revenue was broadly unchanged. risk provisions (‘LICs’) of US$3.9bn were Growth in CMB, notably in our home US$2.0bn or 34% lower than in 2013, markets of Hong Kong and the UK, notably in North America, Europe and was offset by decreased revenue in Latin America. RBWM, GB&M and GPB Revenue rose by US$0.1bn to US$62bn. Operating expenses of US$41bn were 2013 2014 US$2.7bn or 7% higher than in 2013, Revenue increased in CMB following growth in average lending and deposit balances in primarily as a result of significant items Reported Currency translation Adjusted profit and significant items which were US$0.9bn higher than in 2013. Hong Kong, together with rising average These included settlements and provisions deposit balances and wider lending spreads Reported profit attributable to ordinary in connection with foreign exchange in the UK. Revenue also benefited from shareholders investigations of US$1.2bn and a charge of higher term lending fees in the UK. (US$m) US$0.6bn in the US relating to a settlement These factors were mostly offset by lower agreement with the Federal Housing Finance revenue in RBWM, GB&M and GPB. In 15,631 Agency. RBWM, it was primarily driven by the run-off 13,454 13,115 Income from associates of US$2.5bn of our US Consumer and Mortgage Lending was US$0.2bn or 9% higher than 2013, (‘CML’) portfolio with revenue in Principal primarily reflecting the non-recurrence of RBWM broadly unchanged. In GB&M, an impairment charge of US$106m on the revenue was lower due to the introduction of investment in our banking associate in the funding fair value adjustment (‘FFVA’) on Vietnam in 2013. certain derivative contracts which resulted in a charge of US$263m, together with a The Board approved a 5% increase in the decrease from our Foreign Exchange fourth interim dividend in respect of 2014 business, partly offset by an increase in 2012 2013 2014 to US$0.20 per share, US$0.01 higher than Capital Financing. In GPB, revenue was down the fourth interim dividend in respect of reflecting a managed reduction in client Reported earnings per share 2013. Total dividends in respect of 2014 assets as we continued to reposition the (US$) were US$9.6bn (US$0.50 per share), business, and reduced market volatility. US$0.4bn higher than in 2013. 0.84 The transitional CET1 ratio of 10.9% was LICs fell in the majority of our regions, 0.74 up from 10.8% at the end of 2013 and our notably in North America, Europe and Latin America 0.69 end point basis of 11.1% was up from 10.9% at the end of 2013, as a result of continued LICs were US$1.8bn or 31% lower than capital generation and management actions in 2013, primarily in North America and offset by RWA growth, foreign exchange mainly in RBWM, reflecting reduced levels movements and regulatory changes. of delinquency and new impaired loans in the CML portfolio, together with decreased Adjusted performance lending balances from the continued For further information on non-GAAP financial portfolio run-off and loan sales. LICs were 2012 2013 2014 measures, see page 40 of the Annual Report and also lower in Europe, mainly reflecting a fall Accounts 2014. in individually assessed charges in the UK in Return on tangible equity CMB and GB&M, and higher net releases of (%) From reported results to adjusted performance credit risk provisions on available-for-sale To arrive at adjusted performance: asset-backed securities (‘ABS’s) in GB&M in 11.0 – we adjust for the year-on-year effects of the UK. LICs were lower in Latin America too, foreign currency translation; and primarily in Mexico and, to a lesser extent, in 9.8 – we adjust for the effect of significant items. Brazil. In Mexico, the decrease in LICs mainly 8.5 Reconciliations of our reported results to an reflected lower individually assessed charges adjusted basis are set out on page 44 of the in CMB, while in Brazil LICs were lower in Annual Report and Accounts 2014. both RBWM and CMB, partly offset by an increase in GB&M. On an adjusted basis, profit before tax of US$23bn was broadly unchanged compared with 2013. Lower LICs, notably in North America, Europe and Latin 2012 2013 2014

HSBC HOLDINGS PLC 29 Outcomes (continued) Financial performance

Operating expenses were higher, Balance sheet strength Total assets in part reflecting increases in Total reported assets were US$2.6 trillion, (US$bn) Regulatory Programmes and 1% lower than at 31 December 2013. On a 2,693 Compliance costs and inflation, 2,671 constant currency basis, total assets were 2,634 partly offset by further sustainable US$85bn or 3% higher. Our balance sheet cost savings remained strong with a ratio of customer Operating expenses were US$38bn, advances to customer accounts of 72%. US2.2bn or 6% higher than in 2013. This was a consequence of our business Regulatory Programmes and Compliance model and of our conservative risk appetite, which is based on funding the costs increased as a result of continued 2012 2013 2014 focus on Global Standards and the broader growth in customer loans with growth in regulatory reform programme being customer accounts. Post-tax return on average total assets implemented by the industry to build the On a constant currency basis, loans and (%) necessary infrastructure to meet today’s advances grew by US$28bn and customer 0.7 enhanced compliance standards. accounts increased by US$47bn. 0.6 Operating expenses also increased due For further information on the Balance Sheet, 0.5 to inflationary pressures, including wage see page 57, and on the Group’s liquidity and inflation, primarily in Asia and Latin funding, see page 163 of the Annual Report and America, and an increase in the UK bank Accounts 2014. levy charge compared with 2013. We continued to invest in strategic initiatives 2012 2013 2014 in support of organically growing our business, primarily in CMB. We also Loans and advances to customers17 increased expenditure on marketing and (US$bn) advertising to support revenue generating 992 975 initiatives, primarily in RBWM. 963 These factors were partially offset by further sustainable cost savings in the year of US$1.3bn, primarily by re-engineering certain of our back office processes. The number of employees expressed in full- time equivalent numbers (‘FTE’s) at the end 2012 2013 2014 of 2014 increased by 3,500 or 1%. The average number of FTEs was broadly Customer accounts17 unchanged as reductions through (US$bn) sustainable savings programmes were 1,361 1,351 offset by the initiatives related to the 1,311 Regulatory Programmes and Compliance and business growth.

Income from associates rose, mainly in Asia and the Middle East and North Africa 2012 2013 2014 Income from associates increased, primarily reflecting higher contributions Ratio of customer advances to customer from Bank of Communications Co, Limited deposits17 (‘BoCom’) and The Saudi British Bank, (%) principally reflecting balance sheet growth. 73.4 72.9 The effective tax rate was 21.3% compared 72.2 with 21.1% in 2013. For more details of the Group’s financial performance, see page 46 of the Annual Report and Accounts 2014.

2012 2013 2014 For footnote, see page 39.

HSBC HOLDINGS PLC 30

Capital strength eligible regulatory capital against which calculated using the EU delegated act Our approach to managing Group capital is the capital strength of banks is measured. published in January 2015 (which is based designed to ensure that we exceed current In 2014 we managed our capital position to on the Basel III 2014 revised definition). regulatory requirements and are well placed meet an internal target ratio on a CET1 end to meet those expected in the future. point basis of greater than 10%. This has Estimated leverage ratio since been reviewed and, in 2015, we expect 2014 We monitor capital adequacy, inter alia, by to manage Group capital to meet a medium- US$bn using capital ratios, which measure capital term target for return on equity of more than At 31 December relative to a regulatory assessment of Tier 1 capital under CRD IV (end point) 142 10%. This is modelled on a CET1 ratio on an risks taken, and the leverage ratio, which Exposures after regulatory adjustment 2,953 end point basis in the range of 12% to 13%. measures capital relative to exposure. Estimated leverage ratio (end point) 4.8% In June 2013, the European Commission Leverage ratio For further details of the leverage ratio, see page 251 of the Annual Report and Accounts 2014. published the final Regulation and Directive, The following table presents our estimated known collectively as CRD IV, to give effect leverage ratio in accordance with PRA For further information on the Group’s capital to the Basel III framework in the EU. This instructions. The numerator is calculated and our risk-weighted assets, see page 239 of the came into effect on 1 January 2014. using the CRD IV end point tier 1 capital Annual Report and Accounts 2014. definition and the exposure measure is Under the new regime, common equity tier 1 (‘CET1’) represents the highest form of

Capital ratios and risk-weighted assets CRD IV1 Common equity tier 1 ratio Total capital ratio Common equity tier 1 ratio Risk-weighted assets (transitional) (transitional) (end point) (‘RWA’s) (%) (%) (%) (US$bn)

10.9 15.6 11.1 1,220 10.8 1,215 10.9 14.9

2013 2014 2013 2014 2013 2014 2013 2014

Basel 2.51 Core tier 1 ratio Total capital ratio Risk-weighted assets (%) (%) (US$bn)

13.6 17.8 1,124 1,093 12.3 16.1

2012 2013 2012 2013 2012 2013 For footnote, see page 39.

HSBC HOLDINGS PLC 31 Outcomes (continued) Financial performance

Meeting our targets • progressively strengthening our capital Pre-tax return on risk-weighted assets13 We set financial targets against levels in response to increasing capital (%) which we measure our performance. requirements; In 2011, we articulated our ambition to • the stepped increase in costs due to the 2.0 be the leading international bank and implementation of regulatory change 1.8 specified financial metrics against which we and enhancing risk controls, notably would measure performance through 2013. around financial system integrity and Targets were set under our understanding conduct; 1.5 at the time of capital requirements and • an increase in the bank levy; included a CET1 ratio of 9.5-10.5% under Basel III; return on equity (‘ROE’) of 12- • the continuing low interest rate 15%; and a cost efficiency ratio (‘CER’) environment; and of 48-52% supported by US$2.5-3.5bn in • the impact of significant items, notably 2012 2013 2014 sustainable cost savings over three years. the high level of fines, settlements, Over the period to 2013, we strengthened UK customer redress and associated Dividend payout ratio our capital position, realised US$4.9bn in provisions. (%) sustainable savings and increased dividend 71.0 pay-outs to shareholders in line with As a consequence, we are setting new targets that better reflect the present targets. 57.1 and ongoing operating environment. 55.4 In May 2013, we defined our strategic priorities for the period from 2014 to 2016 From 2015, our return on equity target and revisited the financial metrics used to will therefore be replaced with a medium- track performance. We continued to target term target of more than 10%. This is an ROE of 12-15% and added a further modelled on a CET1 ratio on an end point target of US$2-3bn in sustainable savings. basis in the range of 12% to 13%. To allow for investment in growth At the same time, we are reaffirming our initiatives and to reflect the increasing target of growing business revenues faster 2012 2013 2014 requirements involved in operating as a than operating expenses (on an adjusted global bank, we revised the CER target to basis). Brand value the mid-50s, adding that revenues must We also remain committed to delivering (US$bn) grow faster than costs (‘positive jaws’). a progressive dividend. The progression 27.3 We defined a target CET1 ratio, on an of dividends will be consistent with the 26.9 end point basis, as greater than 10% and 3rd growth of the overall profitability of the 2nd place continued to seek progressive dividends Group and is predicated on our continued 22.9 place for shareholders. We also set a cap on ability to meet regulatory capital 3rd our loans to deposits ratio of 90%. requirements. place During 2014, we achieved a CET1 ratio on We remain strongly capitalised, providing an end point basis of 11.1% and declared capacity for both organic growth and US$9.6bn of total dividends in respect dividend return to shareholders. of the year. We realised incremental sustainable savings of US$1.3bn and Brand value Feb-2013 Feb-2014 Feb-2015 maintained a loans-to-deposits ratio of Maintenance of the HSBC brand 72%. The ROE of 7.3% and the CER of For footnote, see page 39. and our overall reputation remains 67.3% fell short of our target. a priority for the Group. (up 2% from 2014), placing us third. We Changing regulatory and operating This is our fourth year of using the Brand maintain an AAA rating for our brand in environment Finance valuation method reported this year’s report. in The Banker magazine as our brand When we set our targets in 2011, we did so In addition to the Brand Finance measure, value benchmark. The Brand Finance based on a CET1 ratio on an end point basis we have reviewed our performance in the methodology provides a comprehensive of greater than 10%. Whilst this factored in Interbrand Annual Best Global Brands report, measure of the strength of the brand foreseeable capital requirements, it did not published in September 2014. This showed and its impact across all business lines anticipate, and could not have anticipated, HSBC as the top ranked banking brand with and customer segments. It is wholly the full extent of capital commitments and a valuation of US$13.1bn (up from US$12bn independent and is publicly reported. additional costs asked of us in the years to in 2013) and in second place when all Our target is a top three position in the come. These factors have included: financial services brands are considered. banking peer group and we have achieved this target with an overall value of US$27.3bn

HSBC HOLDINGS PLC 32

We believe this performance is driven by an HSBC’s net tax paid18 Distribution of economic benefits underlying strong brand equity established 2014 2013 2014 2013 2012 in recent years and a consistent and active US$bn US$bn US$bn US$bn US$bn programme of activities in support of the Tax on profits 3.6 4.7 Net cash tax outflow 7.9 8.6 9.3 brand throughout 2014. Employer taxes 1.6 1.6 Distributions to UK bank levy19 1.0 0.7 shareholders Economic contribution Irrecoverable value-added and non- By running a sustainable business, HSBC tax 0.9 0.8 controlling is able to make a valuable contribution to Other duties and levies 0.8 0.8 interests 10.6 10.2 8.7 the economy by paying dividends to our Year ended 31 December 7.9 8.6 Employee compensation shareholders, salaries to our employees, For footnotes, see page 39. and benefits 20.4 19.2 20.5 payments to suppliers, and tax revenues General to governments in the countries and Taxes collected for government20 administrative territories where we operate. We also 2014 2013 expenses including US$bn US$bn finance companies so that they, in turn, premises and Region can create employment. procurement 18.6 17.1 20.0 UK 1.7 1.5 Rest of Europe 1.1 1.3 Pro-forma post-tax profit allocation21 Asia 2.0 1.5 North America 1.0 1.0 2014 2013 Latin America 3.3 3.5 % % Year ended 31 December 9.191 8.8 Retained earnings/capital 32 53 Dividends 53 35 For footnote, see page 39. Variable pay 15 12 Year ended 31 December 100 100 For footnote, see page 39.

Market capitalisation and total shareholder return Closing market price US$0.50 ordinary shares Market American in issue capitalisation London Hong Kong Depositary Share22 19,218m US$182bn £6.09 HK$74.00 US$47.23 2013: 18,830m 2013: US$207bn 2013: £6.62 2013: HK$84.55 2013: US$55.13 2012: 18,476m 2012: US$194bn 2012: £6.47 2012: HK$81.30 2012: US$53.07

Total shareholder return23 Over 1 year Over 3 years Over 5 years

To 31 December 2014 97 144 109 Benchmarks: – MSCI Banks24 100 160 132 For footnotes, see page 39.

HSBC HOLDINGS PLC 33 Outcomes (continued) Remuneration

to recoup paid and/or vested awards) The Group Remuneration Committee also Remuneration can be applied to all variable pay awards takes into account Group profitability, Our remuneration strategy granted on or after 1 January 2015 for a capital strength, shareholder returns, the rewards commercial success period of at least seven years from the distribution of profits between capital, and compliance with our risk date of award. These requirements present dividends and variable pay, the commercial challenges for HSBC in ensuring that the requirement to remain market competitive management framework. total compensation package for our and overall affordability. The quality of our people and their employees in all of the markets in which For full details of variable pay pool determination, commitment to the Group are fundamental we operate around the world remains see pages 309 of the Annual Report and Accounts to our success. We therefore aim to attract, competitive, in particular, relative to other 2014. retain and motivate the very best people banks not subject to these requirements. who are committed to a long-term career Relative importance of expenditure on Looking ahead to 2015/2016, further with HSBC in the long-term interests of pay significant regulatory changes to executive shareholders. The following chart provides a breakdown of remuneration are expected and it is total staff pay relative to the amount paid out Employee remuneration possible that we will need to make changes in dividends. Our remuneration strategy is designed to to our remuneration policy in 2016. The reward competitively the achievement of number and volume of changes that have Relative importance of expenditure on long-term sustainable performance. HSBC’s been and are being proposed hinders our pay reward package comprises four key elements ability to communicate with any certainty (US$m) of remuneration: to our current and potential employees the 2014 2013 – fixed pay; remuneration policies and structures that would apply to them. It also contributes to 4% – benefits; a general misunderstanding about how our 20,366 19,626 – annual incentive; and policies work and the effect of those policies 4% on employee performance. – the Group Performance Share Plan 9,600 9,200 19,196 (‘GPSP’). For full details of industry changes and key challenges, see page 300 of the Annual Report and The governance of our remuneration Accounts 2014. principles and oversight of their (430) implementation by the Group Remuneration Variable pay pool Ordinary Employee compensation Committee ensures what we pay our people The total variable pay pool for 2014 was dividends26 and benefits27 is aligned to our business strategy and US$3.7bn, down from US$3.9bn in 2013: For footnotes, see page 39. performance is judged not only on what is Group achieved over the short- and long-term but 2014 2013 Directors’ remuneration also, importantly, on how it is achieved, as US$m US$m The remuneration policy for our executive we believe the latter contributes to the Variable pay pool25 and non-executive Directors was approved long-term sustainability of the business. – total 3,660 3,920 at the Annual General Meeting on 23 May – as a percentage of pre-tax Full details of our remuneration policy may be profit (pre-variable pay) 16% 15% 2014. The full policy is available in the found under Remuneration Policy on our website – percentage of pool deferred 14% 18% Directors’ Remuneration Report in the (http://www.hsbc.com/investor- Annual Report and Accounts 2013, a copy For footnote, see page 39. relations/governance). of which can be obtained by visiting the Industry changes and key challenges The Group Remuneration Committee following website: http://www.hsbc.com/ New regulatory requirements such as the considers many factors in determining investor-relations/financial-and-regulatory- bonus cap have influenced how we pay HSBC’s variable pay pool, including the reports. our senior executives and those of our performance of the Group considered in The single total figure for Directors’ employees identified by the PRA as having the context of our risk appetite statement. remuneration required by Schedule 8 of a material impact on the institution’s risk This ensures that the variable pay pool is the Large and Medium-Sized Companies profile, being what are termed ‘material shaped by risk considerations and by an (Accounts and Reports) Regulations 2008 risk takers’ (‘MRTs’). This year, a new integrated approach to business, risk and is as follows: requirement has been introduced for firms capital management which supports to ensure that clawback (i.e. a firm’s ability achievement of our strategic objectives.

HSBC HOLDINGS PLC 34

Executive Directors Douglas Flint Stuart Gulliver Iain Mackay Marc Moses 2014 2013 2014 2013 2014 2013 2014 2013 £000 £000 £000 £000 £000 £000 £000 £000 Fixed pay Base salary 1,500 1,500 1,250 1,250 700 700 700 – Fixed pay allowance – – 1,700 – 950 – 950 – Pension 750 750 625 625 350 350 350 – 2,250 2,250 3,575 1,875 2,000 1,050 2,000 –

Variable pay Annual incentive – – 1,290 1,833 867 1,074 1,033 – GPSP – – 2,112 3,667 1,131 2,148 1,131 – – – 3,402 5,500 1,998 3,222 2,164 –

Total fixed and variable pay 2,250 2,250 6,977 7,375 3,998 4,272 4,164 – Benefits 136 48 589 591 43 33 6 – Non-taxable benefits 105 102 53 67 28 53 33 – Notional return on deferred cash 41 27 – – 11 7 36 – Total single figure of remuneration 2,532 2,427 7,619 8,033 4,080 4,365 4,239 –

Douglas Flint, as Group Chairman, is not his personal contribution to the Group. His Meeting and will apply for performance year eligible for an annual incentive but was 2013 figures have not been disclosed. 2015. The table below summarises how each eligible under the policy to receive a For full details of Directors’ remuneration, see element of pay will be implemented in 2015. one-time GPSP award for 2014. page 307 of the Annual Report and Accounts 2014. External reporting Marc Moses, the Group Chief Risk Officer, The required remuneration disclosures for was appointed an executive Director with Remuneration policy going Directors, MRTs and highest paid employees effect from 1 January 2014, reflecting the forward in the Group are made in the Directors’ criticality of the Risk function to HSBC and Our remuneration policy was approved by Remuneration Report on pages 300 to 323 his leadership of the function, and recognises shareholders at the 2014 Annual General of the Annual Report and Accounts 2014.

Purpose and link to strategy Operation and planned changes to policy Fixed pay Base salary Base salary levels will remain unchanged from their 2014 levels as follows: • Douglas Flint: £1,500,000 • Stuart Gulliver: £1,250,000 • Iain Mackay: £700,000 • Marc Moses: £700,000 Fixed pay allowance28 Fixed pay allowances will remain unchanged from their 2014 levels as follows: • Douglas Flint: Nil • Stuart Gulliver: £1,700,000 • Iain Mackay: £950,000 • Marc Moses: £950,000 Pension Pension allowances to apply in 2015 as a percentage of base salary will remain unchanged as follows: • Douglas Flint: 50% • Stuart Gulliver: 50% • Iain Mackay: 50% • Marc Moses: 50% Benefits Benefits No changes are proposed to the benefits package for 2015. Variable pay Annual incentive28 No changes are proposed to the annual incentive. GPSP No changes are proposed to the GPSP.

For footnote, see page 39.

HSBC HOLDINGS PLC 35 Outcomes (continued) Sustainability

understand and manage their environmental were receptive to the new standards, Sustainability and social impact in relation to sensitive gained certification as a result of the new Sustainability underpins our sectors and themes. We assess and support requirement and benefited from advice. strategic priorities and enables customers using our own policies which we Other customer relationships will end as us to fulfil our purpose as an regularly review and refine. We have policies soon as contractual terms allow, in cases covering agricultural commodities, chemicals, where customers have been unable or international bank. defence, energy, forestry, freshwater unwilling to meet the new standards. At HSBC, how we do business is as infrastructure, mining and metals, World important as what we do. For us, Heritage Sites and Ramsar Wetlands. We Agricultural commodities policy sustainability means building our business also apply the Equator Principles. The new agricultural commodities policy for the long term by balancing social, requires palm oil customers to become We welcome constructive feedback from environmental and economic members of the Roundtable on Sustainable non-governmental organisations and considerations in the decisions we make. Palm Oil (‘RSPO’) by 30 June 2014, to have at campaign groups and regularly discuss This enables us to help businesses thrive least one operation certified by the end of matters of shared interest with them. and contribute to the health and growth 2014 and all operations by the end of 2018. of communities. Our sustainability risk framework is based A number of customer relationships will be on robust policies, formal processes and closed where the deadline has not been met. Approach to corporate well-trained, empowered people. Other customers have succeeded in joining sustainability In 2014, we trained risk and relationship the RSPO and having at least one operation Corporate sustainability is governed by managers in sustainability risk, focusing certified by the end of 2014. One example is the Conduct & Values Committee, a sub- on the recent policy updates and revised an Indonesian processing, refining and export committee of the Board which oversees processes. Our designated Sustainability Risk company. HSBC started to engage with this and advises on a range of issues including Managers provided training to executives and other companies in January 2014 on the adherence to HSBC’s values and ensuring from Risk, GB&M and CMB in every changes and continued to offer advice. The we respond to the changing expectations geographical region. management of the company sought expert of society and key stakeholders. We have used the Equator Principles since advice from third parties to understand more Sustainability priorities are set and 2003. A new version of the Equator Principles about RSPO certification, which they found programmes are led by the Global – EP3 – was launched in 2013, and HSBC was less complex than they had imagined. Corporate Sustainability function. HSBC’s introduced these changes on 1 January 2014 Two units of the company obtained RSPO country operations, global functions and following training and the development of certification in June 2014, and one further is global businesses work together to ensure clear templates to ensure the transition was planned. sustainability is embedded into the Group’s smooth. In order to encourage the shift towards business and operations and properly Data and the independent assurance of our sustainable palm oil we have introduced implemented. Executives within the Risk a discounted prepayment export finance and the HSBC Technology and Services application of the Equator Principles will be available at hsbc.com in April 2015. product for trade flows of certified functions hold a specific remit to deliver sustainable palm oil. This structured, bespoke aspects of the sustainability programme Policy reviews and updates in 2014 financing was launched in Singapore and for the Group. In 2014, we published the reports of two Indonesia in 2014 and in Malaysia in early Our sustainability programme focuses independent reviews into the content and 2015. on three areas: sustainable finance; implementation of our Forest Land and The inaugural financing using this product sustainable operations, and sustainable Forest Products Sector Policy, by Proforest was for a major palm oil exporter which has communities. and PricewaterhouseCoopers LLP, been a member of the RSPO for ten years respectively. We also issued new policies and is now fully certified. The product is Sustainable finance on forestry, agricultural commodities and available to both existing and future clients We anticipate and manage the risks and World Heritage Sites and Ramsar Wetlands, and is hoped to encourage an expansion in opportunities associated with a changing reflecting the recommendations. These the proportion of palm oil that is certified climate, environment and economy. In a documents can be found online at sustainable. rapidly changing world, we must ensure our hsbc.com/sus-risk. business anticipates and prepares for shifts Customers in Malaysia, Indonesia, mainland in environmental priorities and societal Forestry policy China, Taiwan, South Korea, Thailand, Turkey expectations. The new forestry policy, issued in March and Mexico have decided to certify their 2014, requires forestry customers to gain operations as a result of HSBC’s new policies Sustainability risk framework 100% certification by the Forest Stewardship and deadlines. A number of others were We manage the risk that the financial Council (‘FSC’) or the Programme for the already certified. Fuller reporting on the services which we provide to customers may Endorsement of Forest Certification (‘PEFC’) effect of these new policies will be available have unacceptable effects on people or the in high risk countries by 31 December 2014. in April 2015 at hsbc.com. environment. Sustainability risk can also lead Certification requires that customers are to commercial risk for customers, credit risk operating legally and sustainably. for HSBC and significant reputational risk. Feedback from stakeholders on the new For over 10 years we have been working policy was positive. Timber customers from with our business customers to help them affected countries such as Turkey and Mexico

HSBC HOLDINGS PLC 36

The World Heritage Sites and Ramsar HSBC has been at the forefront of this fast- Sustainability Leadership Programme Wetlands policy developing area. In 2014, we were the sole To deliver our ten sustainability goals This is designed to protect unique sites of global coordinator and joint leader, manager we have trained 847 senior managers outstanding international significance as and bookrunner for the first green bond issue through HSBC’s Sustainability Leadership listed by the UN and wetlands of by an Asian corporate issuer, Advanced Programme since 2009. The programme is international importance. The policy relates Semiconductor Engineering Inc. We also a mix of hands-on learning and leadership to all business customers involved in major acted as sole global coordinator on the first development sessions and is aligned to projects, particularly in sectors such as green bond issued by Abengoa, the first high- the HSBC Values agenda. The programme forestry, agriculture, mining, energy, yield green bond to be issued in Europe as participants are expected to embed property and infrastructure development. well as the being a joint lead manager and sustainability into decision-making and The policy helps HSBC to make balanced and bookrunner for the first government issuer project delivery in the businesses and clear decisions on whether or not to finance in the Canadian market for the Province of functions where they work. Ontario. projects which could have an effect on these Renewable energy procurement sites or wetlands. HSBC has avoided financing UN Environment Programme Finance In 2014, we signed three power purchase projects in light of the policy. Initiative Principles for Sustainable agreements with renewable energy Our approach to managing sustainability risk is Insurance generators in the UK and India. This is described on page 237 of the Annual Report and As a signatory to the Principles for expected to provide 9% of HSBC’s energy. In Accounts 2014. Sustainable Insurance (‘PSI’), a global August, a 10-megawatt solar power plant in sustainability framework, HSBC’s Insurance Hyderabad, India came online to provide Climate business business has committed to integrating the Group with clean energy. This is We understand that in response to climate environmental, social and governance issues expected to power three Global Service change there is a shift required towards a across its processes, and to publicly disclosing Centres and a Technology Centre in India. lower-carbon economy. We are committed its progress in doing so on an annual basis. HSBC played a key role in facilitating the to accelerating that shift by supporting A global programme manager has been project by agreeing to purchase the plant’s customers involved in ‘climate business’ by appointed to provide leadership, co- seeking long-term low-carbon commercial energy at a government backed fixed price ordination and control of Insurance for the next ten years. The plant will provide business opportunities. Our climate business sustainability initiatives world-wide and a clean and reliable source of energy. In includes clients in the solar, wind, biomass, ensure alignment with the Group’s approach addition, we have redefined our renewables energy efficiency, low-carbon transport and and the requirements of the PSI initiative. target only to count energy from newly water sectors. In 2014, our Climate Change This includes driving appropriate activities constructed renewable energy sources Research team was recognised as the top both within the Insurance business and with which have been commissioned by HSBC. team in the industry. We were also a leader partners, regulators and other industry in public markets equity-related wind players; disseminating industry best practice, Paper use financings for international companies, and developing global insurance Our paper goal is being achieved in three including the largest wind turbine equity sustainability initiatives. ways: ensuring that the paper we buy is from raising since 2010 as part of the €1.4bn a sustainable source in accordance with our Vestas refinancing. Sustainable operations paper sourcing policy, reducing the volume of ‘Green bonds’ are any type of bond Managing our own environmental footprint paper consumed by our offices and branches instruments where the proceeds will be supports business efficiency and is part of our and providing paperless banking for all retail exclusively applied to finance climate or long-term contribution to society. We work and commercial customers. We have environmental projects. In April 2014, HSBC together and with our suppliers to find new continued to reduce the total amount of became a member of the International ways to reduce the impact of our operations paper purchased and to increase the Capital Market Association Executive on the environment. We are purchasing proportion of paper we use that is certified Committee for the Green Bond Principles. renewable energy, designing and operating as sustainably sourced by the FSC and PEFC. The Green Bond Principles are voluntary our buildings and data centres more Since 2011, we have achieved a 53% process guidelines that recommend efficiently and reducing waste. We have reduction in paper purchased. Certified transparency and disclosure and promote committed to cut our annual per employee sustainably sourced paper reached 92% of integrity in the development of the green carbon emissions from 3.5 to 2.5 tonnes by all paper used by the end of 2014. bond market by clarifying the approach for 2020. issuance of a green bond. In 2014, we commissioned a report, ‘Bonds and Climate Change: the state of the market in 2014’ from the Climate Bonds Initiative to help raise awareness of climate financing.

HSBC HOLDINGS PLC 37 Outcomes (continued) Sustainability / Footnotes

Our 10-point sustainable operations emission factors for national grid Volunteering and donations strategy electricity from the International Energy Thousands of HSBC employees globally are Agency as recommended for use by the involved every year in volunteering for our 1. Sustainability engagement: encourage Greenhouse Gas Protocol; and Community Investment programmes. Further employees to deliver improved details on our programmes are available at efficiency by 2020 3. for other types of energy and travel, if no specific factors can be obtained from hsbc.com and will be updated with 2. Supply chain collaboration: sustainable the first two sources, we use the latest information for 2014 in April 2015. savings through efficiency and available factors provided by the UK In 2014, we donated a total of US$114m to innovation Department for Environment, Food and community projects (2013: US$117m). Of 3. HSBC Eco-efficiency fund: US$50m Rural Affairs and/or the Department of this, US$66m was donated in Europe (2013: annually to develop new ways of Energy and Climate Change in the UK. US$64m); US$28m was donated in Asia- working, based on employee To incorporate all of the operations over Pacific (2013: US$24m); US$3m was innovations which we have financial (management) donated in the Middle East (2013: US$5m); US$10m was donated in North America 4. Energy: reduce annual energy control, the calculated carbon dioxide (2013: US$11m); and US$7m was donated consumption per employee by 1MWh emissions are scaled up on the basis of the in Latin America (2013: US$12m). by 2020, compared to 6.2MWh in FTE coverage rate to account for any missing 2011 data (typically less than 10% of FTEs). In Employees gave 303,922 hours of their addition, emission uplift rates are applied time to volunteer during the working day 5. Waste: use less, and recycle 100% of to allow for uncertainty on the quality and (2013: 255,925 hours). our office waste and electronic waste coverage of emission measurement and 6. Renewables: aim to increase energy estimation. The rates are 4% for electricity, Human rights consumption from renewables to 25% 10% for other energy and 6% for business We apply human rights considerations by 2020 from zero travel, based on the Intergovernmental Panel directly as they affect our employees and indirectly through our suppliers and 7. Green buildings: design, build and run on Climate Change Good Practice Guidance customers, in the latter case in particular energy efficient, sustainable buildings and Uncertainty Management in National through our project finance lending and to the highest international standards Greenhouse Gas Inventories, and our internal analysis of data coverage and quality. sustainability risk policies. Human rights 8. Data centres: achieve an energy issues most directly relevant for HSBC efficiency (power usage effectiveness) Carbon dioxide emissions in tonnes are those relating to the right to just rating of 1.5 by 2020 2014 2013 and favourable conditions of work and 9. Travel: reduce travel emissions per Total 752,000 889,000 remuneration, the right to equal pay for employee From energy 633,000 755,000 equal work, the right to form and join trade From travel 119,000 134,000 unions, the right to rest and leisure and the 10. Paper: paperless banking available for prohibition of slavery and child labour. all retail and commercial customers Carbon dioxide emissions in tonnes per FTE Alongside our own commitments, such as and 100% sustainably sourced paper 2014 2013 our HSBC Code of Conduct for Suppliers (in by 2020 Total 2.92 3.43 place since 2005), the HSBC Global Standards From energy 2.46 2.91 Manual and HSBC Values, we have signed up Carbon emissions From travel 0.46 0.52 to global commitments and standards, HSBC’s carbon dioxide emissions are including the UN Global Compact, the Our greenhouse gas reporting year runs from calculated on the basis of the energy used in Universal Declaration of Human Rights and October to September. For the year ended our buildings and employee business travel the Global Sullivan Principles. 30 September 2014, carbon dioxide from over 28 countries (covering about 93% emissions from our global operations were Further detail on our 2014 performance will be of our operations by FTE). The data gathered available from the end of April 2015 on our 752,000 tonnes. on energy consumption and distance website, along with independent assurance of travelled are converted to carbon dioxide our application of the Equator Principles and Sustainable communities carbon emissions. emissions using conversion factors from the We believe that education and resources following sources, if available, in order of such as safe water and sanitation are On behalf of the Board preference: essential to resilient communities which are, D J Flint 1. factors provided by the data/service in turn, the basis of thriving economies and Group Chairman providers; businesses. HSBC Holdings plc 2. factors provided by the local public We provide financial contributions to 23 February 2015 environmental authorities. For community projects, and thousands of electricity, if specific factors cannot be employees across the world get involved obtained from the above two sources by volunteering their time and sharing we use the latest available carbon their skills.

HSBC HOLDINGS PLC 38

Footnotes to Strategic Report 1 On 1 January 2014, CRD IV came into force and capital and RWAs at 31 December 2014 are calculated and presented on this basis. Prior to this, capital and RWAs were calculated and presented on a Basel 2.5 basis. In addition, capital and RWAs at 31 December 2013 were also estimated based on the Group’s interpretation of final CRD IV legislation and final rules issued by the PRA. At 31 December 2012, the CRD IV estimated capital and RWAs were based on the July 2011 draft CRD IV text. 2 Dividends recorded in the financial statements are dividends per ordinary share declared in a year and are not dividends in respect of, or for, that year. The third interim dividend for 2013 of US$0.10 was paid on 11 December 2013. The fourth interim dividend for 2013 of US$0.19 was paid on 30 April 2014. First, second and third interim dividends for 2014, each of US$0.10 per ordinary share, were paid on 10 July 2014, 9 October 2014 and 10 December 2014, respectively. Note 9 on the Financial Statements provides more information on the dividends declared in 2014. On 23 February 2015, the Directors declared a fourth interim dividend for 2014 of US$0.20 per ordinary share in lieu of a final dividend, which will be payable to ordinary shareholders on 30 April 2015 in cash in US dollars, or in pounds sterling or Hong Kong dollars at exchange rates to be determined on 20 April 2015, with a scrip dividend alternative. The reserves available for distribution at 31 December 2014 were US$48,883m. Quarterly dividends of US$15.5 per 6.20% non-cumulative Series A US dollar preference share, equivalent to a dividend of US$0.3875 per Series A American Depositary Share, each of which represents one-fortieth of a Series A US dollar preference share, were paid on 17 March 2014, 16 June 2014, 15 September 2014 and 15 December 2014. Quarterly coupons of US$0.508 per security were paid with respect to 8.125% capital securities on 15 January 2014, 15 April 2014, 15 July 2014 and 15 October 2014. Quarterly coupons of US$0.50 per security were paid with respect to 8% capital securities on 17 March 2014, 16 June 2014, 15 September 2014 and 15 December 2014. 3 The cost efficiency ratio is defined as total operating expenses divided by net operating income before loan impairment charges and other credit risk provisions. 4 The return on average ordinary shareholders’ equity is defined as profit attributable to ordinary shareholders of the parent company divided by average ordinary shareholders’ equity. 5 Established on 5 December 2014. 6 Intermediation of securities, funds and insurance products, including Securities Services in GB&M. 7 Merger and acquisition, event and project financing, and co-investments in GPB. 8 Including Foreign Exchange, Rates, Credit and Equities. 9 Including portfolio management. 10 Including private trust and estate planning (for financial and non-financial assets). 11 Including hedge funds, real estate and private equity. 12 The sum of balances presented does not agree to consolidated amounts because inter-company eliminations are not presented here. 13 Pre-tax return on average risk-weighted assets is calculated using average RWAs based on a Basel 2.5 basis for all periods up to and including 31 December 2013 and on a CRD IV end point basis for all periods from 1 January 2014. 14 Net operating income before loan impairment charges and other credit risk provisions, also referred to as ‘revenue’. 15 Loan impairment charges and other credit risk provisions. 16 Share of profit in associates and joint ventures. 17 From 1 January 2014, non-trading reverse repos and repos are presented as separate lines in the balance sheet. Previously, non-trading reverse repos were included within ‘Loans and advances to banks’ and ‘Loans and advances to customers’ and non-trading repos were included within ‘Deposits by banks’ and ‘Customer accounts’. Comparative data have been re-presented accordingly. Non-trading reverse repos and repos have been presented as separate lines in the balance sheet to align disclosure with market practice and provide more meaningful information in relation to loans and advances. The extent to which reverse repos and repos represent loans to/from customers and banks is set out in Note 17 on the Financial Statements. 18 Taxes paid by HSBC relate to HSBC’s own tax liabilities and is reported on a cash flow basis. 19 UK bank levy paid reflects the payments made to the tax authorities during the calendar year and may differ from the recognition of liabilities charged to the income statement. 20 Taxes collected relate to those taxes which HSBC is liable to pay as agent for taxation authorities across the world and include all employee-related taxes, together with taxes withheld from payments of interest and charged on the provision of goods and services to its customers. Taxes collected are reported on a cash flow basis. 21 Excludes movements in the fair value of own debt and before variable pay distributions. 22 Each American Depositary Share represents five ordinary shares. 23 Total shareholder return is defined as the growth in share value and declared dividend income during the relevant period. 24 The Morgan Stanley Capital International World Bank Index. 25 The 2014 Group pre-tax pre-variable pay profit calculation as described in the Directors’ Remuneration Report on page 309 of the Annual Report and Accounts 2014. The percentage of variable pay deferred for the Code Staff population was 50%. 26 Dividends per ordinary share in respect of that year. For 2014, this includes the first, second and third interim dividends paid in 2014 of US$5.8bn (gross of scrip) and a fourth interim dividend of US$3.8bn. 27 Employee compensation and benefits in 2013 totalled US$19,196m which included an accounting gain arising from a change in the basis of delivering ill-health benefits in the UK of US$430m. Excluding this accounting gain, 2013 employee compensation and benefits totalled US$19,626m. 28 This approach applies to all executive Directors with the exception of the Group Chairman, Douglas Flint, who is not eligible for a fixed pay allowance or variable pay awards.

HSBC HOLDINGS PLC 39 Directors

Directors

Douglas Flint, CBE Stuart Gulliver Phillip Ameen Group Chairman Group Chief Executive Independent non-executive Director

Kathleen Casey Safra Catz Laura Cha, GBS Independent non-executive Director Independent non-executive Director Independent non-executive Director

Lord Evans of Weardale Joachim Faber Rona Fairhead, CBE Independent non-executive Director Independent non-executive Director Independent non-executive Director

Sam Laidlaw John Lipsky Rachel Lomax Independent non-executive Director Independent non-executive Director Independent non-executive Director

HSBC HOLDINGS PLC 40 Directors (continued) Directors / Supplementary information

Directors (continued)

Iain Mackay Heidi Miller Marc Moses Group Finance Director Independent non-executive Director Group Chief Risk Officer

Sir Simon Robertson Jonathan Symonds Deputy Chairman and senior independent Independent non-executive Director non-executive Director

Ben Mathews Group Company Secretary

For full biographies of the Directors, see page 264 of the Annual Report and Accounts 2014 and online at www.hsbc.com.

HSBC HOLDINGS PLC 41 Supplementary information

• Supplementary information Status of the Strategic Report 2014 • Copies of the Annual Report and Accounts 2014 • Shareholder enquiries and communications • Report of the auditor

Status of the Strategic Report 2014 This Strategic Report 2014 is a part of HSBC Holdings plc Annual Report and Accounts 2014 and is not the Group’s statutory accounts. It does not contain the full text of the Directors’ Report and it does not contain sufficient information to allow as full an understanding of the results and state of affairs of the Group and of its policies and arrangements concerning Directors’ remuneration as would be provided by the full Annual Report and Accounts 2014. Copies of the Annual Report and Accounts 2014 Further copies of the Strategic Report 2014 and the Annual Report and Accounts 2014 may be obtained from Global Communications, HSBC Holdings plc, 8 Canada Square, London E14 5HQ, United Kingdom; from Communications (Asia), The Hongkong and Shanghai Banking Corporation Limited, 1 Queen’s Road Central, Hong Kong; or from Global Publishing Services, HSBC – North America, SC1 Level, 452 Fifth Avenue, New York, NY 10018, USA. The Strategic Report 2014 and the Annual Report and Accounts 2014 may also be downloaded from the HSBC website, www.hsbc.com. Shareholder enquiries and communications Enquiries Any enquiries relating to your shareholdings on the share register, for example transfers of shares, change of name or address, lost share certificates or dividend cheques, should be sent to the Registrars at the address given below. The Registrars offer an online facility, Investor Centre, which enables shareholders to manage their shareholding electronically.

Principal Register Hong Kong Overseas Branch Register Bermuda Overseas Branch Register Computershare Investor Services PLC Computershare Hong Kong Investor Investor Relations Team The Pavilions Services Limited HSBC Bank Bermuda Limited Bridgwater Road Rooms 1712-1716, 17th Floor 6 Front Street Bristol BS99 6ZZ Hopewell Centre Hamilton HM 11 United Kingdom 183 Queen’s Road East Bermuda Hong Kong

Telephone: +44 (0) 870 702 0137 Telephone: +852 2862 8555 Telephone: +1 441 299 6737 Email via website: Email: Email: www.investorcentre.co.uk/contactus [email protected] [email protected] Investor Centre: Investor Centre: Investor Centre: www.investorcentre.co.uk www.investorcentre.com/hk www.investorcentre.co.uk/bm

Holders of ADSs Holders of shares through Euroclear France The Bank of New York Mellon HSBC France Depositary Receipts 103 avenue des Champs Elysées PO Box 43006 75419 Paris Cedex 08 Providence, RI 02940-3006 France USA

Telephone (US): +1 877 283 5786 Telephone: +33 1 40 70 22 56 Telephone (international): +1 201 680 6825 Email: ost-agence-des-titres-hsbc-reims.hbfr- Email: [email protected] [email protected] Website: www.bnymellon.com/shareowner Website: www.hsbc.fr

42 Supplementary information (continued)

Persons whose shares are held on their behalf by another person may have been nominated to receive communications from HSBC pursuant to section 146 of the UK Companies Act 2006 (‘nominated person’). The main point of contact for a nominated person remains the registered shareholder (for example your stockbroker, investment manager, custodian or other person who manages the investment on your behalf). Any changes or queries relating to a nominated person’s personal details and holding (including any administration thereof) must continue to be directed to the registered shareholder and not HSBC’s Registrars. The only exception is where HSBC, in exercising one of its powers under the UK Companies Act 2006, writes to nominated persons directly for a response.

Electronic communications Shareholders may at any time choose to receive corporate communications in printed form or to receive notifications of their availability on HSBC’s website. To receive future notifications of the availability of a corporate communication on HSBC’s website by email, or revoke or amend an instruction to receive such notifications by email, go to www.hsbc.com/ecomms. If you provide an email address to receive electronic communications from HSBC, we will also send notifications of your dividend entitlements by email. If you received a notification of the availability of this document on HSBC’s website and would like to receive a printed copy or, if you would like to receive future corporate communications in printed form, please write or send an email (quoting your shareholder reference number) to the appropriate Registrars at the address given below. Printed copies will be provided without charge.

A Chinese translation of this and future documents may be obtained on request from the Registrars. Please also contact the Registrars if you have received a Chinese translation of this document and do not wish to receive such translations in future.

Persons whose shares are held on their behalf by another person may have been nominated to receive communications from HSBC pursuant to section 146 of the UK Companies Act 2006 (‘nominated person’). The main point of contact for a nominated person remains the registered shareholder (for example your stockbroker, investment manager, custodian or other person who manages the investment on your behalf). Any changes or queries relating to a nominated person’s personal details and holding (including any administration thereof) must continue to be directed to the registered shareholder and not HSBC’s Registrars. The only exception is where HSBC, in exercising one of its powers under the UK Companies Act 2006, writes to nominated persons directly for a response.

Report of the auditor The auditor’s report on the full accounts for the year ended 31 December 2014 was unqualified, and their statement under section 496 (whether the Strategic Report 2014 and the Directors’ Report are consistent with the accounts) of the Companies Act 2006 was unqualified.

HSBC HOLDINGS PLC 43

The Strategic Report 2014 forms part of the Annual Report and Overview Accounts 2014 for HSBC Holdings plc and is not the Group’s t 1 Who we are statutory accounts. It does not contain the Report of the 1 Our purpose Directors and it does not contain sufficient information to allow as full an understanding of the results and state of affairs of 2 Cautionary statement regarding forward-looking statements the Group and of its policies and arrangements concerning 3 Highlights 4 Group Chairman’s Statement Directors’ remuneration as would be provided by the full Annual Report and Accounts 2014. 7 Group Chief Executive’s Review Additional information, including commentary on 2013

compared with 2012, may be found in the Form 20-F filed

Strategic objectives with the US Securities and Exchange Commission (‘SEC’) and available on www.hsbc.com and www.sec.gov.

9 Value creation and long-term sustainability Certain defined terms 10 HSBC Values 11 Our strategy Unless the context requires otherwise, ‘HSBC Holdings’ means HSBC Holdings plc and ‘HSBC’, the ‘Group’, ‘we’, ‘us’ and ‘our’ refer to HSBC Holdings together with its subsidiaries. Within this document the Hong Kong Special Administrative Region of the Business model People’s Republic of China is referred to as ‘Hong Kong’. When used in the terms ‘shareholders’ equity’ and ‘total shareholders’ 12 Market presence equity’, ‘shareholders’ means holders of HSBC Holdings ordinary 13 Organisation shares and those preference shares and capital securities issued

15 Governance by HSBC Holdings classified as equity. The abbreviations ‘US$m’ 16 Global businesses and ‘US$bn’ represent millions and billions (thousands of 18 Employees millions) of US dollars, respectively. 21 Risk overview We use the US dollar as our presentation currency because the US dollar and currencies linked to it form the major currency Strategic priorities bloc in which we transact and fund our business. Unless otherwise stated, the information presented in this document has been prepared in accordance with IFRSs. 26 Grow the business and dividends 26 Implement Global Standards 28 Streamline processes and procedures

Outcomes © Copyright HSBC Holdings plc 2015 The FSC® logo identifies products which contain wood 28 Financial performance All rights reserved from well-managed forests certified in accordance with 34 Remuneration the rules of the Forest Stewardship Council®. 36 Sustainability No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, Directors or otherwise, without the prior written permission of HSBC Holdings plc. 40 Directors Published by Group Finance, HSBC Holdings plc, London

Designed by Black Sun Plc, London Photography Supplementary information Cover: (top) HSBC Archives; (bottom) Matthew Mawson Printed by Park Communications Limited, London, on Group Chairman and Group Chief Executive by 42 Status of the Strategic Report 2014 Revive 50 White Silk (cover) and Revive 100 White Offset George Brooks 42 Copies of the Annual Report and Accounts 2014 (text pages) using vegetable oil-based inks. Made in Italy, Board of Directors by George Brooks except Phillip 42 Shareholder enquiries and communications the cover board comprises 50% virgin fibre, 25% de- Ameen, Safra Catz, Joachim Faber and Heidi Miller by 43 Report of the auditor inked post-consumer waste and 25% pre-consumer Patrick Leung waste. Made in Austria, the text paper comprises 100% de-inked post-consumer waste. Pulps used are totally chlorine-free.

Stock number 99382-5

HSBC: then and now small regional trading bank into one of the world’s largest banking and financial It is 150 years since HSBC was founded in services organisations today. Hong Kong to finance trade between Asia and Europe. Much has changed since then, HSBC’s Hong Kong office is still at as our cover photos demonstrate. The top 1 Queen’s Road Central, as it was in 1865. photo shows Hong Kong harbour, with the The current HSBC building is the fourth to HSBC office (extreme left) a few years after occupy the site, but the values on which it was established in 1865. The bottom image the bank was founded remain the same. shows the harbour today, with the HSBC HSBC still aims to be where the growth building sixth from left (partially hidden). is, connecting customers to opportunities, enabling businesses to thrive and Hong Kong has been transformed both economies to prosper, and helping people to physically and economically, from trading fulfil their hopes and realise their ambitions. outpost to international financial centre. HSBC has mirrored Hong Kong’s rise We are proud to have served our to global prominence, growing from a customers with distinction for 150 years.

HSBC Holdings plc 8 Canada Square London E14 5HQ United Kingdom Telephone: 44 020 7991 8888 www.hsbc.com