Working every day

in your interest and society’s Working every day in your interest and society’s means embodying the Crédit Agricole Group's raison d’être (purpose), which we are making our own, and affirming the usefulness of all our activities, consistent with our values of proximity, innovation, commitment and team spirit. We want this usefulness to benefit our customers, partners, employees and society. It fuels our strategic project and reflects our “100% digital and 100% human” positioning. As one of the leading players in consumer credit, Crédit Agricole Consumer Finance acts daily in the interest of its customers, its partners and society, working with all stakeholders to build flexible, responsible financing solutions that meet the needs of all concerned.

Being closely tied to Crédit Agricole Group means using our expertise and capacity for innovation to serve its retail banks, helping them develop and manage their range of consumer credit products. It also entails strengthening our synergies with other Group subsidiaries.

Our Customer Project means offering excellence in customer relations by delivering the best experience to our customers and those of our partners. It entails innovating to offer services that suit their uses and needs, and offering them the quality of service they expect while respecting our fundamentals.

Our Human Project means empowering our employees even more so they can deliver the best response to customers, and becoming an employer of choice in the longer term.

Our Societal Project means supporting our customers in their energy transitions, developing our inclusive banking actions, including by protecting our most vulnerable customers, and putting our employees' skills to use serving society and supporting their social responsibility commitments.

€45BN > 15M €92BN Since April 2019, two monumental artworks by Stéphane and Lilian Guiran have been on display at the front entrance IN NEW BUSINESS CUSTOMERS MANAGED OUTSTANDINGS and in the lobby of the Gaïa building, CA Consumer Finance's head office. “Les Perles de vie” (Pearls of life) illustrates the symbiosis between digital and human, CA Consumer Finance’s DNA. The coloured discs, representing Gaïa staff, are made by combining hand-blown glass, the most human form, with dichroic glass, the most technologically advanced form. €2,144M 9,740 These physical works have a matching digital component. An algorithm is used to move the digital pearls of life when IN NET BANKING INCOME EMPLOYEES people pass close by.

(31/12/2019 figures: data as CA Consumer Finance Group contribution to Crédit Agricole S.A. Group) What is your assessment contributed to the international Have you achieved the CA out the Group’s raison d’être of 2019 for CA Consumer development of Crédit Agricole CF 2020 strategic plan (purpose), “Working every Finance? Group, with some major objectives? day in the interest of our CA Consumer Finance partnerships (with FCA and Yes, we have achieved all the CA customers and society”. contributed to Crédit Banco BPM in Italy and Bankia CF 2020 objectives. Our strong Agricole Group’s excellent in Spain). It strengthened commercial momentum What plans do you figures in 2019 and to the its innovation policy by rolling and our sound financials, have for your partners? achievement of its strategic out data labs in its entities and plus the commitment and Our capacity to innovate objectives. In 2019, new running its European start-up professionalism of our and support our partners to loan production was high, competition again. employees constitute fertile improve our customers’ at €45 billion (up 4% year ground for the implementation experience and satisfaction is on year). Managed outstandings of our new strategic plan, well known. It helped us forge rose by 4% to €92 billion, How did CA Consumer the future performance of our or renew a number of flagship driven by partnerships in the Finance contribute to business and the achievement partnerships in 2019. We will automotive sector and the synergies within of its ambition to be the leader continue along this path and Group’s networks. Net banking Crédit Agricole Group? in consumer credit in Europe. work with them, our banking, income was €2,144 million. CA Consumer Finance automotive and distribution At €644 million, net profit continued to strengthen What resources will you partners, to strengthen their Group share was up its synergies with the other allocate to realise this positions in their markets and substantially. Lastly, operational companies in the Group. ambition? better respond to their efficiency was satisfactory with Managed outstandings First, we are working customers’ changing a cost/income ratio of 49.8%. on behalf of the Group’s to further strengthen our ties expectations and needs. retail banks in France, Italy with Crédit Agricole Group, in The year 2019 also saw a and Morocco rose by 7.6% in France with its regional banks And, what about innovation? number of successes in the 2019, to reach €20.1 billion. and LCL, in Italy with Crédit We are developing leasing implementation of CA Consumer The regional banks in France Agricole Italia, and in Morocco plans to meet consumers’ Finance's strategy and a further have doubled their new business with Crédit du Maroc. And we requirements, we are innovating increase in the level of employee in consumer credit and have are expanding in Poland in terms of the customer engagement. Well done to them increased their share of this with Crédit Agricole Polska. experience, and much more for this excellent performance, market by 1.5 point in five years. Next, we have made the three besides. Innovation is our all the more notable given it Crédit Agricole Group projects, trademark and it fuels our was achieved under severe i.e. the Customer, Human and entire business. competitive pressure. Societal Projects, our own and we will be actively contributing How did CA Consumer to them. Lastly, we are rolling Finance help Crédit Agricole achieve its medium-term plan? A remarkable performance, We have made In the Customer Project, CA against a backdrop of Consumer Finance was number the three Crédit Agricole intense competitive pressure one or two in customer Group Projects our own recommendations in the Xavier Musca, marketplace. In the Human Stéphane Priami, Deputy Chief Executive Officer at Crédit Agricole S.A. Project, its gender equality index CEO CA Consumer Finance and Chairman of the Board of Directors of CA Consumer Finance reached the excellent level of 93. CA Consumer Finance

2 Crédit Agricole Consumer Finance Crédit Agricole Consumer Finance 3 Governance

Board of directors Heads of entities (as at 1st May 2020) (as at 1st May 2020)

Chairman Directors Béatrice Grenade Clotilde L’Angevin Bruno Tardieu Pierre Adam Stéphane Priami Ron Droste Gilbert Ranoux Chief Marketing and Head of Investor Relations, Chairman, Crédit Agricole SoYou (Spain) Crédit Agricole Consumer Crédit Agricole Consumer Credibom (Portugal) Xavier Musca Laure Belluzzo Transformation Officer, Bel, Crédit Agricole S.A. Centre Ouest Regional Finance France Finance Nederland Badr Alioua Belgin Rudack Deputy CEO and CEO, Independent Director Bank (Netherlands) second effective Crédit Agricole Henri Le Bihan Wafasalaf (Morocco) Amir Djourabtchi Creditplus Bank (Germany) manager at Guy Guilaumé CEO, GAC-Sofinco (China) Dominique Pasquier Technologies & Services Giacomo Carelli Chairman, Crédit Agricole Crédit Agricole Creditor Agos Ducato (Italy) Crédit Agricole S.A. FCA Bank Jacques Boyer Anjou Maine Regional Bank Insurance Chairman, Crédit Agricole Non-voting member Languedoc Regional Bank Laurent Martin CEO, Crédit Agricole Pierre-Louis Boissière Sébastien Canesse Charente Périgord CEO, Crédit Agricole Director elected Regional Bank Morbihan Regional Bank by employees Laurence Renoult Dominique Pennelier CEO, Crédit Agricole Christophe Grave Val de France Regional Deputy CEO, Deputy CEO, Bank Operations Group Risk and Permanent Control Group Executive Committee Stéphane Priami Jean-Etienne Hedde (as at 1st May 2020) Dominique Pasquier Group CEO Special advisor CEO of Agos Ducato (Italy) on strategic projects Valérie Wanquet Deputy CEO Group Finance, Credit, and Legal

Laurent Cazelles Deputy CEO, Supervision Bernard Manuelli and International Development Head of International Cédric Postel-Vinay Automotive Partnerships Group Head of Guillaume Soler Human Resources Jérôme Hombourger Head of General Management Coordination, Deputy CEO, Group Communication and Social Engagement Development and Strategy

4 Crédit Agricole Consumer Finance Crédit Agricole Consumer Finance 5 Séverine Tourtois, Head of Marketing, Insurance and Regional Identity, Crédit Agricole Charente-Périgord

solutions to meet consumers’ requirements, which are just two of CA Consumer Finance acted as the growth drivers for the Group’s a true partner in helping us to retail banks. expand consumer credit and re-launch revolving credit facilities Taking digital further in our Crédit Agricole Charente- CA Consumer Finance continues Périgord branch network. The other to speed up the pace of its digital major driver of acceleration is offering by rolling out its multi- the new digital customer channel distribution model experiences that we are currently he year 2019 was one of to French regional banks and LCL. implementing, in particular solid commercial growth The comprehensive Digi Conso 3.0 with the Digi Conso 3.0 project.” with an increase in solution enables the Group’s retail outstanding loans banks to ensure substantial further managed by Crédit develop of consumer credit in TAgricole Consumer Finance on France and provide personalised Strengthening behalf of Crédit Agricole Group's solutions to their customers. retail banks. The figure rose 7.6% The objective is to gain one point Christophe compared with 31 December 2018 of market share by 2022. Champernaud, and stood at €20.1 billion. Regional Head our ties The regional banks in France have In Italy, managed outstandings for Essonne, LCL doubled their new business in on behalf of Crédit Agricole Italia's consumer credit and have increased retail banks rose by 23.4% in 2019 their share of this market by to reach €1,043 million. Solutions with Crédit 1.5 points in five years. built by Agos, CA Consumer Finance’s Italian subsidiary, are CA Consumer Finance will face found in some 900 Cariparma Essonne LCL regional management Agricole Group new challenges with Crédit Agricole and FriulAdria branches, and is working closely and highly Group over the next few years approximately 5,000 branches of effectively with CA Consumer related to providing support for its other banking networks. In Morocco Finance. The range of products is retail banks in France with the too, managed outstandings on wide, meeting consumers’ changing regional banks and LCL, in Italy with behalf of Crédit du Maroc climbed expectations and improving the We intend to strengthen our ties with Crédit Agricole Italia, in Morocco 9.4% to €288 million. satisfaction of our shared customer with Crédit du Maroc, and in Poland base. Our advisors are keen the Group by contributing to the leading with Crédit Agricole Polska. Being an integral part of Crédit on these solutions and increasingly role played by the Group’s retail banks in consumer credit By 2022, CA Consumer Finance Agricole also means innovating comfortable pitching them to intends to build on its expertise by for the Group. In response customers. The quality and and by enhancing synergies with Crédit Agricole, including accelerating the availability of digital to new consumption patterns, availability of after-sales service in insurance. services and offering new, innovative CA Consumer Finance has (the “Conso” team) are greatly appreciated by our banks and cross- team interaction is encouraged.”

6 Crédit Agricole Consumer Finance 7 developed AgilAuto (see opposite), a Another driver of synergies is the car hire-purchase product for private securitisation business that CA individual customers of the Group’s Consumer Finance is developing retail banks. AgilAuto offers a with the support of CA Corporate catalogue of new vehicles at and Investment Bank and CACEIS, discounted prices from a range of the Group subsidiary that provides manufacturers. The service is simple financial services to institutional AGILAUTO AGILE VEHICLE and quick to join, with a smooth investors. FINANCING customer experience. With CA Payment Services, This new hire-purchase range offers solutions meeting Supplementing AgilAuto, the “repair we offer our partners’ customers the requirements of Credit Agricole Group’s retail banks’ costs” cover developed with the and individual or business customers private individual customers. AgilAuto is designed mutual insurance arm CAMCA at our regional banks and LCL the to increase Crédit Agricole Group’s market share by (Caisse d’Assurances Mutuelles du option to spread their purchases capturing value on new vehicle sales and increasing customer Crédit Agricole) covers superficial over a number of monthly retention and satisfaction. damage found on the vehicle’s instalments. This meets customers’ bodywork at the end of the needs, helping to both win and rental agreement. This cover offers retain them. payouts of up to €1,200 to customers who submit a claim. This product is an addition to the range of insurance and services sold during the AgilAuto vehicle rental agreement process (vehicle hirer insurance, purchase value cover, servicing and warranty extension) and strengthens the synergies with Nikola Garat, Crédit Agricole Group. Crédit Agricole & LCL Business Development Manager, Banking Another example is the synergies Partnerships Department, CA developed between CA Consumer Consumer Finance France Finance and the insurance division Crédit Agricole Assurances. We are enhancing our range Innovating together to changing customer needs, and CA Consumer Finance is also of insurance solutions with them, CA Consumer Finance has launched rewards the most innovative ideas strengthening its ties with Crédit to meet our customers’ protection Labo Digi Conso with the Group’s retail proposed. Agricole Group by participating in needs. banks in France, the aim of which is the three components of the Group Working in synergy with to innovate to meet their customers’ CA Consumer Finance has partnered Project — Customer, Human and various Crédit Agricole Group needs. Regional bank employees are with several Villages by CA. Societal — and by rolling out its entities, CA Consumer BN asked to post their ideas during special These business accelerators connect raison d’être (purpose), “Working Finance helps provide €20.1 events. In 2019, some 300 ideas were start-ups with companies. As part every dayin the interest of our significant support to MANAGED collected, showing how creative our of 2019’s Start & Pulse, the CA customers and society”. French regional banks and OUTSTANDINGS BY colleagues can be. After a selection Consumer Finance international to LCL. Our daily work is CRÉDIT AGRICOLE process, the best ideas were developed open innovation competition, guided by our collective CONSUMER FINANCE into prototypes.The Labo Digi Conso Village by CA Paris helped Sofinco desire to meet the targets ON BEHALF OF CRÉDIT meets four objectives, i.e. it drives short-list the participating start-ups. of our strategic plan. We AGRICOLE GROUP RETAIL consumer credit distribution, improves The Milan Village by CA lent a hand work every day in the interest BANKS IN 2019. advisors’ experience, helps us adapt to Agos in Italy. of our customers, society and our banking partners.”

8 Crédit Agricole Consumer Finance Crédit Agricole Consumer Finance 9 with an increasing preference n a tough economic for usage over ownership. environment and facing new We have modified some products Emmanuelle Derive, challenges, CA Consumer and designed others to meet these Customer Experience Finance achieved its objectives new consumer trends. On the vehicle Manager, Group Strategy and Development Department, under the CA CF 2020 strategic financing market, we have added CA Consumer Finance Iplan, despite the slowdown in its to our range of products and Our main markets. Over the four years distribution channels to provide even that the plan ran, our company more support for manufacturers. performed very well, in both commercial and financial terms, Solutions meeting Project and flawlessly executed its strategy. new needs Customer We have developed a new strategic CA Consumer Finance has started The keys to customer plan, CA CF 2022, which clearly a new joint venture − SoYou − satisfaction are sets out our contribution to the with Bankia in Spain (see inset), and careful listening, Crédit Agricole Consumer Finance places its customers and partners Crédit Agricole Group strategic expanded its partnership with Banco personalised support at the heart of what it does, because their satisfaction is its priority. project and is designed to meet BPM in Italy. In Europe and Morocco, and straightforward the substantial and rapid changes FCA Bank – our joint venture with services.” Its objective is to be number one in customer recommendations. we are seeing in both the market Fiat – provides solutions that meet To achieve this, we aim to deliver the best customer experience, and consumers’ expectations. these new consumer trends in the car industry and reinforce its capitalising on our capacity for innovation and the potential of data. Our only goal is excellence position as a major name in mobility. CA Consumer Finance has made Through its Leasys subsidiary, excellence in customer relations FCA Bank has, for example, launched a core Customer Project priority a mileage-based rental plan by developing a strong culture of (Jeep Miles) and a peer-to-peer customer satisfaction. This policy rental service (U-Go by Leasys) has proved fruitful in all the countries and extended its short-term vehicle in which we operate, where we are hire range after acquiring WinRent. first or second in customer Leasys also launched a new store- recommendations. based concept − Leasys Mobility Stores - designed to offer customers This excellence also includes our its full mobility range. Mobility Stores ability to anticipate and support are a means for customers to changes in customer behaviour, discover, with help from expert

10 Crédit Agricole Consumer Finance 11 WORKING FOR CUSTOMERS AND PARTNERS IN RESPONSE TO COVID-19

CA Consumer Finance is doing its utmost everywhere it operates to offer customers and partners appropriate solutions to the crisis brought about by the Covid-19 epidemic. A few illustrations follow... In France and Italy, Sofinco and Agos are offering to suspend and postpone monthly payments for individuals who so request. In Germany, to help its car dealer partners, Creditplus modified its chatbot Roberta in record time so it can automatically process their requests to extend - BN the maturities under their vehicle stock financing plans. €5 6 In Morocco, Wafasalaf developed an online and text-based IN CAR LEASING system to support its customers in this difficult time. MANAGED OUTSTANDINGS BY 2022 Anne-Marie Guirchoux, Partnerships They can also manage contacts with countries by setting up a network Manager FCA Bank, potential buyers online, thereby of 1,200 recharging points with an International Automotive smoothing interaction and the sale ambitious target of having 50% Partnerships Department, itself. As for buyers, they get a of the vehicle fleet, including CA Consumer Finance customer experience meeting car sharing, electric or hybrid advisors, the full range of mobility Various other services (vehicle In Portugal, Credibom launched the highest market standards. by the end of 2020. This would solutions available, such as short- servicing, roadside assistance, etc.) Pisca Pisca (“indicator” in This system provides a one-stop make a significant contribution

and long-term rental, car sharing, can be added to the agreement. Portuguese), its second-hand shop for the best deals, an effective to reducing CO2 emissions. carpooling, buying pre-owned Lastly, customers need not worry vehicle financing platform. Pisca search engine, trust in the process vehicles, electric vehicles and the about selling the vehicle, which Pisca gives sellers information about and recognised partners. In the furniture sector, the It is through its closeness accompanying financial and has to be returned to the dealer the average price of vehicles so they partnership between Agos and to its partners and distribution insurance services. By means at the end of the lease. can offer theirs at a fair price. Involvement in the energy Poltronesofà is a great success. networks and its knowledge of these connected digital points of transition of its customers that CA sale, customers can find out more With the environment being Consumer Finance and its about the various solutions available, a major concern we share with entities can build and run simulations and compare deals. our customers, we wanted offer services that meet to make mobility more sustainable the needs and expectations In France, Viaxel has developed and responsible. of consumers, sales outlets long-term leasing, a solution In China, GAC-Sofinco, our joint and brands. The common designed to give peace of mind to venture with the country’s fourth objective is also to anticipate businesses and private individuals largest automotive manufacturer, and respond to tomorrow’s alike who need to retain control over GAC, is supporting brand environmental challenges.” their budgets. Customers have the development for our partner choice of duration and mileage, and specialising in vehicles of this type, the rental paid is adjusted New Energy. In the Netherlands and % accordingly. Furthermore, the France, we are also working with 47 mileage selected when the lease Tesla, the American manufacturer OF OUR OUTSTANDING agreement is signed can be changed specialising in electric vehicles. FCA CREDIT WAS RELATED at any time on the basis of the Bank is supporting the electric TO VEHICLE FINANCING mileage actually driven. “revolution” in a number of European IN 2019

12 Crédit Agricole Consumer Finance Crédit Agricole Consumer Finance 13 Abdelali Bencharki, International Insurance Development Manager, Group Strategy and Development Department, CA Consumer Finance With 99% of production entered via A stronger ethical framework C-Digit, the paperless production Compliance is a core value in our system, seamless subscription dealings with customers and experience and secure data entry suppliers. In accordance with the process enable sales staff to offer commitments made in 2018 when financing with complete peace of rolling out the anti-corruption Our closeness to our entities, distribution mind, which is an important factor programme, a code of conduct, SUCCESSFUL START-UP partners and insurers, together in increasing the average spend. describing the rules to be followed FOR SOYOU with our knowledge of our customers, In France, Sofinco and Ligne Roset, by all employees in an educational enables us to offer insurance products After obtaining its banking the high-end furniture manufacturer, and operationally-relevant way, that take our customers’ real needs into licence in October 2019, SoYou have introduced a hire-purchase deal was distributed throughout all of our account, and therefore meet their began operations in Spain for private individuals. At the end of entities. It includes the stances to requirements. The upcoming challenge for at the start of 2020. the rental period, customers have adopt as regards relationships with CA Consumer Finance is to continue to Our joint venture with Bankia three options: keep the furniture, customers and suppliers, develop its insurance business in an ever- is initially focusing on financing return it, or hand it back for recycling. anti-corruption, and the protection changing environment (regulations, green in the sales outlet itself, for new By financing the circular economy, and reputation of the Group. issues, public health, etc.), all while and pre-owned vehicles and for with the aim of bringing used goods delivering customer satisfaction.” consumer goods (household back into circulation, CA Consumer We have also paid close attention electricals, furniture) and on Finance is following its social and to customer protection. We have put certain services.The personal environmental responsibility policy. an appropriate process in place to loan range will be launched In this way, we are providing rental protect their personal data, to in a second phase. solutions for both cars and ensure we are meeting our household furnishings, in particular obligations under the General Data Jean-François Marconnet, high-tech goods, including through Protection Regulation (GDPR). International Partnerships Fnac-Darty (see inset), and we can Data Protection Officers (DPOs) in place, and customers can exercise Agos, which adopted a new logo Manager, Group Strategy and Development manage relationships with customers have been appointed, processing their rights. We have also pursued and new customer-centric brand Department, lasting from 1 hour to 72 months. registers and data governance are our work on continuous positioning, and SoYou, our joint CA Consumer Finance improvement and on customer venture with Bankia in Spain, protection training, events and staff which began operations at the start awareness. of 2020.

Roll-out of standard visual identity In a constantly changing world, In 2019, CA Consumer Finance with major environmental and social continued to work on harmonising challenges, our customers’ and partners’ visual identity for its European habits and requirements are also changing. brands. After Sofinco, Credibom CA Consumer Finance has to be able to % and Creditplus, the latest have been anticipate and deal with them. This is the reason why we are holding joint workshops 61 with them to develop products and OF NEW BUSINESS services, before anything reaches the ORIGINATED FROM marketplace. Our aim is to provide the best DIGITAL CHANNELS possible customer experience irrespective IN 2019 of the distribution channel.”

14 Crédit Agricole Consumer Finance Crédit Agricole Consumer Finance 15 Innovation for differentiation is an important strategy area for Thanks to our investment in digital, the Group. Begun in 2018 in five we are offering a smooth, Group entities, Start & Pulse has personalised experience to our been a success resulting in thirteen customers. The result is that 61% start-ups working alongside CA of our new business comes from Consumer Finance, some as prize 19 digital channels. winners, others thanks to the THE NUMBER visibility they gained from OF COUNTRIES IN WHICH CA Consumer Finance innovates entering the competition. CA CONSUMER FINANCE to ensure customers see ever more OPERATES speed and ease of use. This attitude fuels our employees, as with our community of beta-testers, PARTNERSHIP WITH an initiative being run in France, FNAC-DARTY RENEWED Portugal and Germany. FOR TEN YEARS The basic idea is that employees test internal and external solutions, CA Consumer Finance is continuing to work and their feedback is used to fuel alongside France’s leading retailer of household our innovation process. appliances and electronic goods with The process is organised around the signature of a ten-year partnership a single online platform and renewal. A key feature of this partnership a community of committed is the profit-sharing component, bringing THE 2019 ambassadors and employees who the notion of shared interests in terms of START & PULSE COMPETITION are helping to build the future business development, risk management of CA Consumer Finance. and cost control. The 2019 Start & Pulse encompassed seven calls for innovative solutions, in Innovation is also driven by openness Europe and now in China, to provide input to others. In 2019, CA Consumer to our innovation process and our Finance once again ran its open strategy. The themes were matched to our innovation programme, Start & Pulse subsidiaries’ local issues, such as raising (see inset). The competition serves staff awareness of cyber-security, to forge strong links with innovation operational efficiency, improving the ecosystems in the various markets multi-channel customer experience where CA Consumer Finance blending digital and brick-and-mortar operates.Collaboration with sales outlets, and so on. start-ups, extending as far as jointly The 2019 Start & Pulse asked start-ups to building solutions and processes, take part from fields as varied as artificial intelligence, Edtech, Fintech, etc. The prize for the winners was prototyping and partnerships with one or more Group entities.

16 Crédit Agricole Consumer Finance Crédit Agricole Consumer Finance 17 Béatrice de Crouy Chanel, HR Project Manager, Group HR Development Department, CA Consumer Finance

ommitment, proximity, programme is aimed at encouraging team spirit and the appointment of women to innovation are the positions of responsibility. Every year, core values driving CA Consumer Finance executives CA Consumer Finance, and mentors are keen to coach Our role within Group HR Creflecting its unique position in the around ten women for six to nine Development is to determine and run world of consumer credit. All entities months. With CA Consumer Finance the Human Project for CA Consumer embody them each and every day, obtaining a gender equality index Finance, i.e. set out the broad and during special events (see inset). score of 93/100 in France, guidelines to be followed by the Some entities add a value of their the measures in place are shown to various entities’ HR action plans. own to these Group values. be effective. In addition, we are We also roll out projects and For Agos, in Italy, it's passion, aiming to reach 30% women in senior tools for our entities. For example, for Wafasalaf, in Morocco, it's fun, management positions by 2022, in in 2020, we will be working and for Creditplus, in Germany, each entity. We are on course as collectively on building a simplified it's a winning culture. women now make up 50% of performance evaluation process, participants in the “Future Leader” harmonised across all entities”. Giving employees control international talent management over their career plans scheme. We set great store in diversity at CA Consumer Finance, encouraged CA Consumer Finance has also made and reflected in numerous substantial commitments as regards Our agreements to support workplace persons with disabilities, and the diversity, employees with disabilities, proportion of employees with the recruitment of young people, disabilities is greater than 6% Djawell Kamèche, and continued employment of in France. This level has been Employment lawyer, HR Development Department older workers. achieved thanks to great efforts in HumanProject France, CA Consumer Finance recruiting and retaining individuals France Our employees’ commitment is with disabilities, and to awareness- supported by a variety of training raising among all staff. Young people As part of its Human Project, Crédit Agricole Consumer Finance programmes that help them have not been overlooked. With 132 has set itself the objectives of increasing employee commitment throughout their careers. Customised sandwich students recruited in 2019, courses are developed for employees CA Consumer Finance and empowerment and becoming an employer of choice – salespeople, future talent, is definitely banking on the future Performance happens because of in the long term. managers, etc. – to push them to by training tomorrow’s professionals. people, and the Human component is think about how we can improve our Beyond the day-to-day support from the core business of HR Development customers’ and partners’ experience their mentor, sandwich students France, which is putting actions and satisfaction. Another programme benefit from some special measures in place to become an employer of to promote diversity is “Female (see inset). Thanks to the sandwich choice in the longer term, further leadership”. Part of the workplace course initiatives and a modern empower its employees, and digitalise gender equality policy, this recruitment process that its processes”.

18 Crédit Agricole Consumer Finance 19 emphasises group recruitment higher than our peers. It reflects We strove to honour our lockdown measures taken in their sessions, CA Consumer Finance is employees’ commitment and commitments to job applicants respective countries. attracting young talent. This is shown satisfaction, and is a result of during the Covid-19 crisis. In China, at GAC-Sofinco, this was by the fact that half the employees the effectiveness of the measures Consequently, for recruitment that the case from February 2020, then in recruited on permanent employment put in place. had been finalised before lockdown, Italy, France, the rest of Europe and contracts are aged under 30. those applicants who had received a finally Morocco. At the height of the Becoming an employer firm written offer were able to join crisis, 96% of our employees in LISTENING TO OUR Empowerment of choice the company as planned. Only their Europe were working remotely, STAFF and independence The CA Consumer Finance Human first day of physical presence was demonstrating how well rooted this CA Consumer Finance puts people Project also includes the aim of postponed. For recruitment in practice is in the Group and the To help our employees first in its strategic plan, aiming to becoming an employer of choice. progress, interviews are held robustness of our IT infrastructure, through the lockdown period, give its employees greater This entails delivering innovative and remotely by telephone or video call. and making it possible to ensure HR Development staff responsibility and independence, high-quality applicant and employee maximum service continuity for our organised telephone updates SANDWICH COURSES, which includes simplifying the experiences. CA Consumer Finance Unusual measures for unusual customers and partners. with all employees in France. A SPRINGBOARD TO organisational structure. is testing more digitally-oriented circumstances. CA Consumer The objectives are to remain THE FUTURE This simplification process started recruitment techniques, for example Finance has been making extensive in contact and identify and By providing a in 2019 in the Group’s various entities. based on games. Personality is also use of remote working in all its support those employees simplified and innovative With reorganisation of branch becoming a decisive factor in the subsidiaries since the public health in difficulty. networks, increases in the average selection criteria. CA Consumer crisis started to comply with the applicant experience number of employees per team, Finance is working on evaluating through the “Talentview” and some work on the scope of this aspect in applicants, and recruitment platform, responsibilities, forecasting their future positions CA Consumer Finance has all entities are working towards the using predictive modelling. banked on innovation to optimum organisational structure, Applicants’ ability to adapt and CULTIVATE attract 130 young talents. holding all employees accountable evolve in a changing world is another CORE VALUES With the idea in mind of for the targets set by Crédit Agricole decisive aspect. THROUGH SPORT permanently hiring many of Group. them within three years, CA The Team Celebration Cup Consumer Finance is investing Employee empowerment and is an opportunity for in the future by shaping that independence also include employees to share and of young people in Massy, involvement in cross-functional and demonstrate CA Consumer Roubaix and the French regions. strategic projects. Consequently, Finance’s core values during At the end of the course, throughout 2019, CA Consumer an inter-entity sports a day is devoted to their Finance had employees from all competition. The third such career paths enabling them business lines, management levels competition, held in Italy, to potentially map out their and entities identify cross-cutting welcomed 170 working lives. measures in response to the issues competitors from uncovered by the 2018 annual eight Group entities and six employee engagement survey. countries (France, Italy, The tangible involvement of our /100 Portugal, Spain, Germany employees is helping to strengthen and Morocco) to Villafranca their commitment to the business 93 di Verona. and to Crédit Agricole Group more THE WORKPLACE widely. The employee engagement GENDER EQUALITY and recommendation index SCORE OBTAINED BY survey conducted in 2019 showed CA CONSUMER FINANCE engagement was again up, to a level IN FRANCE

20 Crédit Agricole Consumer Finance Crédit Agricole Consumer Finance 21 Anthony Lobera, Property Operations Manager, Operations, Insurance and s a consumer credit inexpensively as possible and based Payments Department, company, CA on their ability to make repayments, CA Consumer Finance France Consumer Finance while supporting our customers in a attaches great responsible way. This work on importance to banking inclusion also entails a review of our inclusion.A In 2013, CA Consumer lending criteria, using new variables Finance France created its customer and innovative approaches to better support unit intended to take charge assess our customers’ profiles, of customers presenting signs or including the youngest of them. Our role is to ensure, every day, factors of financial vulnerability and that our employees enjoy thus identified as being at risk of At the same time, CA Consumer excellent working conditions excess debt. It then investigates Finance is working to increase and services while endeavouring their situation and offers them customers’ knowledge of budgeting. to minimise our carbon appropriate solutions. A number of initiatives have footprint. This entails keeping In the last seven years, some accordingly been launched by our control over our use of utilities, Our 15,000 personalised solutions have entities to raise awareness of responsible use of cleaning been produced in this way. In 2019, budgeting in the younger generation products, following best support for these customers and and lower-income households. In practices in waste management, problem prevention reduced the Portugal, Credibom with its “Popart” and optimum management and number of excess debt cases scheme, in Germany, Creditplus in Project maintenance of our facilities. Societal seen at CA Consumer Finance partnership with the EVA non-profit, Through sustainable use of France (down 14.75%) by more and in Italy, Agos through its resources and energy, we make than the average reduction “A Tu per Tu” programme, are all a lasting contribution to our Acting in the interest of society means working to become seen nationwide (down 12%). helping in the financial education of environmental and social young people in schools, introducing an inclusive bank, financing our customers’ responsibility.” Working for inclusion the financial sector and its main energy transition and putting our skills to work for others. Banking inclusion also means greater products in an educational way, and access to credit for all types of providing vital information on customers. CA Consumer Finance responsible spending and budgeting. and FASTT (Social Action Fund for In Morocco, a number of Wafasalaf Temporary Work) have been working employees have been spending part together since 2016 to improve daily of their working time supporting life for temporary workers in France and mentoring Moroccan youngsters by offering financing solutions in their schooling since 2008. appropriate to their situations. Each year, they spend more than Through this partnership, we are 1,000 hours in extracurricular committed to giving as many people support and supervisory roles with as possible access to financing as secondary school pupils and

22 23 university students, in partnership comprehensive and innovative range with Injaz Al Maghrib (see inset). of mobility services from short-, medium- and long-term vehicle In addition, Creditplus has launched rental to car sharing on the a pilot scheme with a group of young U-Go and I-Link platforms. customers to raise their awareness It launched Italy’s first of budgeting: they receive a message subscription-based car service, Lastly, our social policy is also a few days before their payment Leasys CarCloud, at the end €1BN embodied by our campuses, which is due to be debited to help of 2019. are being modernised to provide the them remember to check that their IN GREEN FINANCING best possible working conditions for account has sufficient funds. Working for society’s interest BY 2022 employees. In this regard, in France, INJAZ AL MAGHRIB COMBATING includes a commitment to all those the Massy head office and the COVID-19 Financing the energy affected in crisis situations, such as Roubaix site have successfully Formed in 2007, this transition Covid-19. In Italy, Agos donated energy-related home improvements. attained HQE certification for registered charity encourages CA Consumer Finance Working in society’s interest also €500,000 to the Italian Red Cross, Environmental responsibility also operational tertiary buildings with a the private sector to work employees in France helped means being actively and responsibly with contributions from its means making it possible to re-use standard of “very high”. The same with young people to help to collect donations for the involved in environmental issues. employees. FCA Bank and its Leasys goods. This is what we offer with applies in Italy where Agos recently bring a new generation of “101” charity that supports Our overall aim is to support our subsidiary made hundreds of long-term leasing of technology officially opened its new head office entrepreneurs to the fore. intensive care units. Thanks to customers’ energy transition plans, vehicles from the Leasys Mobility goods, for example. in Milan. The objective is to give young their help, more than €33,000 whether in relation to mobility or Store fleet (Fiat and Jeep) plus 5 people the skills and tools was collected. CA Consumer household fixtures and fittings. ambulances available to the Italian they need to improve their Finance matched that figure. Red Cross and the National employability, build their More than €66,000 was In 2019, we joined forces with Tesla in Association for Public Assistance confidence and spirit of consequently handed the Netherlands, where we (ANPAS). This initiative made the initiative, support them in over to support intensive have now financed some 2,000 work of volunteers transporting food, their plans, and, ultimately, care units and front-line staff electric vehicles, and then later in medicines and basic essentials all help them find their place in a fighting the Covid-19 France. In China, GAC-Sofinco has over Italy much easier, to support constantly changing world. epidemic. financed some 15,000 “green” people in need. Moreover, vehicles, either directly for customers 54,000 FFP2 masks were sent of the manufacturer GAC or for its to the Hauts-de-France regional GAC New Energy network. In Italy, health authority, and 30,000 to the FCA Bank has funded recharging ICU at Cochin Hospital in Paris, in points installed at Fiat Chrysler conjunction with the non-profit PUPIL AND TRAINEE Automobiles dealerships and in organisation “101” (see inset). Leasys stores which offer In late November 2019, CA Consumer Finance played host to comprehensive mobility services We are also involved in funding twenty 14-15 year olds from the Blaise Pascal school in Massy. together with a network of charging electric motorbikes, as shown by the The objectives were to strengthen the ties between the school points to support the switch of the partnership signed between Agos and the company and help youngsters from educationally Fiat Chrysler Automobiles range to and Zero Motorcycles on the Italian disadvantaged areas to gain some familiarity with the world electrical power. Some 1,200 market. of work. This immersive experience gave the pupils an recharging points are planned understanding of how a group like ours is organised in Europe by 2021. Leasys, FCA Working alongside our customers and an insight into jobs in the banking sector. Bank’s leasing subsidiary, expanded to improve home energy usage, its mobility range in 2019. It now we are providing financing for their offers private individuals, heating projects (heat pumps, professionals and corporations a boilers, solar panels, etc.) and

24 Crédit Agricole Consumer Finance Crédit Agricole Consumer Finance 25 or CA Consumer Finance, regulatory compliance, as well as the Raphaël Plasse, 2019 saw robust sales development of collaborative work Operational Efficiency growth with €45 billion by employees. Nonetheless, Manager, Operations of new business, up 4% CA Consumer Finance controlled Department, over 2018, and all our its expenditure in 2019 with CA Consumer Finance Fentities contributed to this operating costs 1.8% lower than in momentum. 2018 (down €19 million), as a result It was a good year with of the optimisation measures taken. Improving net profit group share up 12.7%, reaching €644 million in Financial caution pays off outstanding loans, up 4% over To secure its growth, Simplifying our end-to- 2018 to €92 billion. CA Consumer Finance follows end processes, adapting our operational Cost of risk was up in absolute a cautious funding policy. our organisations, terms (up 9%, or €37 million) Its self-funding rate stood at reducing external but under control in relative terms: 88%, above the 70% minimum spending and creating the ratio of cost of risk to average target set in its previous strategic shared service centres are efficiency outstandings was 1.32% compared plan. In addition to various operations just some of the initiatives with 1.24% in 2018 and reflected our on the interbank market in Germany, underway as part of the very good risk control. Austria, Spain and Italy, the savings CA Consumer Finance collected by the group via the operational efficiency Crédit Agricole Consumer Finance is transforming its operating model IT plan continues European passporting scheme programme. The aim to make it more efficient and agile, by means of cost Begun in 2016, this €240 million increased by around €1.8 billion of the programme is investment plan will continue up to over one year. to control our costs optimisation, management of scarce resources, and diversification 2020. It involves digitalisation In 2019, CA Consumer Finance so as to increase our of refinancing sources. (overhaul of sales/marketing and continued to securitise consumer investment capacity and lending processes, electronic loans. It has been successful in this improve our customers’ signature, etc.), information systems effort as the Group is ranked top and employees’ security (data protection) and European firm in the euro zone satisfaction.”

26 Crédit Agricole Consumer Finance 27 CUSTOMER-FOCUSED UNIVERSAL BANKING

Credit Agricole operates on a customer-focused universal banking model, based on the Group’s complementary activities. Its local networks consequently CRÉDIT AGRICOLE GROUP'S RAISON D’ÊTRE market by number of transactions assigned us an A+ rating with positive offer all its customers, depending on their requirements, a comprehensive range and second by volume, with four and stable outlooks respectively. Long-term of banking and ancillary products and services, through multiple channels, transactions totalling €2.863 billion WORKING EVERY DAY IN THE INTEREST (source: J.P. Morgan). The quality of results achieved ratings delivered by business lines that are leaders in their respective fields, in France by CA Consumer Finance in 2019 STANDARD & POOR’S: and internationally. OF OUR CUSTOMERS AND SOCIETY A major risk-weighted asset (RWA) constitute a solid basis for A+, POSITIVE OUTLOOK optimisation programme that was implementing its new strategic plan launched in 2017 enables us to pursue running up to 2022. FITCH RATINGS: , STABLE OUTLOOK The purpose of Credit Agricole two objectives, namely releasing A+ is to be the trusted partner of capacity for reinvestment in (at 31/12/2019) all of its customers: developing new business areas and improving the return on equity. Our IN FRANCE Its soundness and diversity of expertise enable it to offer ongoing support to all customers RWA were estimated to be worth €42 in their daily lives and their future plans, helping them in particular to protect themselves against 39 CRÉDIT AGRICOLE uncertainty and to plan for the long term. billion at end-December 2019. REGIONAL INTERNATIONALLY In terms of solvency, our capital ratios ∙ Crédit Agricole Italia It is committed to identifying and protecting its customers’ interests in everything it does. BANKS exceed regulatory requirements. ∙ CA Bank Polska It advises transparently and fairly and provides explanations. Our performance has been recognised ∙ CA Egypt It places human responsibility at the heart of its model: it is committed to ensuring that by the rating agencies Standard ∙ Crédit du Maroc ∙ CA Ukraine while all customers benefit from best practices in technology, they are guaranteed access to & Poor’s and Fitch Ratings which have KING ∙ CA Romania locally available teams of skilled men and women who are responsible for the entire relationship. AN ∙ CA Serbia L B AI IN FRANCE T E R SPECIALIST SUBSIDIARIES Proud of its cooperative and mutualist identity, ∙ LCL O and with its governance based on customer-elected representatives, ∙ BforBank 51 MILLION T Credit Agricole Capital, H Investment & Finance Crédit Agricole: CUSTOMERS E Private individuals, farmers, R (IDIA CI, SODICA CF), Uni-médias professionals, local authorities, Supports the economy, entrepreneurship and innovation in France and internationally, institutionals, corporates working at a local level for the regions in which it is based.

47 COUNTRIES Is specifically committed to social and environmental action, supporting progress and transformation. LARGE 142,000 SPECIALISED FINANCIAL CUSTOMERS SERVICES EMPLOYEES Works to serve all customers,from low-income families to high net-worth individuals, ∙ CRÉDIT AGRICOLE CIB ∙ CRÉDIT AGRICOLE CONSUMER from local small businesses to vast multinationals. Corporate and investment FINANCE banking Consumer credit & loans SP ES E IN ∙ CRÉDIT AGRICOLE LEASING ∙ CACEIS CI L These factors represent Crédit Agricole’s purpose and proximity to its Asset servicing ALIS ESS & FACTORING ED BUSIN Lease financing and customers, and the commitment of its 142,000 staff to deliver factoring excellence in customer relations and operations. No. 1 WEALTH MANAGEMENT IN SECURITISATION AND INSURANCE ∙ CRÉDIT AGRICOLE ASSURANCES IN EUROPE BY NUMBER Life, death and disability, borrower, OF TRANSACTIONS property and casualty insurance PAYMENT SERVICES ∙ AMUNDI ∙ CRÉDIT AGRICOLE Asset management PAYMENT SERVICES ∙ INDOSUEZ WEALTH MANAGEMENT th Wealth management 10 No. 1 No. 1 No. 1 No. 1 ∙ CRÉDIT AGRICOLE IMMOBILIER largest bank cooperative bank insurer asset manager Worldwide property operator worldwide worldwide in France in France in Europe

28 Crédit Agricole Consumer Finance Norway 8 Netherlands 4-8

Finland 8 Sweden 8 United Kingdom 8 Denmark 8 Ireland 8 Poland 8 China 9 Belgium 8 Germany 5-8 France 1-8 Austria 8 Switzerland 8 Greece 8 Italy 2-8 Portugal 3-8 Spain 6-8 Morocco 7-8

1. CRÉDIT AGRICOLE 4. CRÉDIT AGRICOLE 7. WAFASALAF CONSUMER FINANCE CONSUMER FINANCE FRANCE NEDERLAND LOCATION: Morocco LOCATION: France LOCATION: Netherlands OWNERSHIP: MANAGED OUTSTANDINGS: €32.6bn OWNERSHIP: 49% CA Consumer Finance EMPLOYEES: 2,900 100% CA Consumer Finance 51% Attijariwafa Bank MANAGED OUTSTANDINGS: €2bn MANAGED OUTSTANDINGS: €3.5bn 2. AGOS DUCATO EMPLOYEES: 270 EMPLOYEES: 900 LOCATION: Italy OWNERSHIP: 5. CREDITPLUS BANK 8. FCA BANK 61% CA Consumer Finance LOCATION: Germany LOCATIONS: Austria, Belgium, Denmark, 39% Banco BPM OWNERSHIP: Finland, France, Germany, Greece, MANAGED OUTSTANDINGS: €14.6bn 100% CA Consumer Finance Ireland, Italy, Morocco, Netherlands, EMPLOYEES: 1,940 MANAGED OUTSTANDINGS: €4bn Norway, Poland, Portugal, Spain, EMPLOYEES: 570 Sweden, Switzerland, United 3. CREDIBOM Kingdom LOCATION: Portugal 6. SOYOU OWNERSHIP: OWNERSHIP: LOCATION: Spain 50% CA Consumer Finance 100% CA Consumer Finance OWNERSHIP: 50% Fiat Chrysler Automobiles MANAGED OUTSTANDINGS: €2.1bn 51% CA Consumer Finance MANAGED OUTSTANDINGS: €27.5bn EMPLOYEES: 390 49% Bankia EMPLOYEES: 2,225 EMPLOYEES: 75 9. GAC-SOFINCO LOCATION: China OWNERSHIP: 50% CA Consumer Finance 50% GAC MANAGED OUTSTANDINGS: €5.7bn EMPLOYEES: 520 1 rue Victor Basch, 91300 Massy, France www.ca-consumerfinance.com

CA Consumer Finance: SA (public limited company) with capital of €554,482,422 CA Consumer Finance Communication Department Photo credits: Emile Luider, William Beaucardet, Julie Bourges, Audouin Desforges Design and layout: 1911 - 00621