Shareholder Event 26 th May 2015
Shareholder Event Les Matheson CEO, Personal & Business Banking
Personal & Business Banking in numbers Biggest Biggest lender lender to SMEs to SMEs 16.5m in the UK in the UK customers 230k 230k customer £58.5bn in customer calls transactions calls handled every year handled every day every day
Our PBB strategy Becoming No. 1 for customer service, trust and advocacy by taking care of our customers’ financial health Key customer Exceptional people Customer-led design Omni-channel experiences Who know and care Customer-back not Seamless interactions with Concentrate activity enhanced points of presence about our customers systems-forward on what matters most Leveraging existing assets Engaged frontline Simpler, fairer, products Distribution scale Customer analytics
We have lots of opportunity Average customer 80% of our own Targeting 45% growth has 7 financial needs customers have their in business lending – we only fulfil 2.3 mortgage elsewhere in 2015 needs per customer Ireland: Right size private Only 1 in 5 Leverage GB scale and model with customers have our synergies stronger links to mobile app Forecasting strong growth business in 2015
Shareholder Event 26 th May 2015
Shareholder Event Building the go-forward RBS Ross McEwan, Chief Executive
2015-2019 – Targeted outcomes � RCR run-down target achieved � CET1 ratio of � CIB restructuring ahead of schedule 13% � Citizens deconsolidation complete � Citizens exit � Strong returns � RWAs below £300bn � Williams & � Williams & from a lower risk � £2bn AT1 issuance � ICB compliant Glyn exit Glyn IPO banking franchise � Cost reduction of £800m (1) Reducing our risk profile Final £1.18bn DAS repaid 2019 RBS 2015 2016 2017 2018 2019 Improving customer experience � 50% reduction in retail � Simplified IT � Effective, efficient products infrastructure customer delivery � Same or next day current and � Single digital platform with fewer from a lower cost applications business accounts for customers business � Transformed mortgage business (1) Excludes restructuring, conduct, litigation and intangible write-off charges as well as the operating costs of Citizens Financial Group and Williams & Glyn.
The bank RBS intends to become RBS in 2019 Personal & Commercial & Corporate & # 1 Service Business Banking Private Banking Institutional Banking Top 3 UK Rates, DCM, FX #1 SME Bank #2 UK Personal Current Accounts Top 3 European Structured #1 UK Commercial Bank Leading market #3 ROI Personal Current Accounts Finance positions #1 UK Private Bank Top 3 Western Europe #2 UK business bank main Investment Grade Corporate relationship #1 UK crown dependencies DCM UK centred bank with focused international capability Attractive 85% of RWAs in retail and commercial/15% in corporate and institutional returns and Cost:income ratio <50% business mix 12+% RoTE from a lower risk franchise 3 Notes: The objectives set under “RBS in 2019” are forward looking statements - see the last page of this presentation.
Shareholder Event Q & A
Shareholder Event 26 th May 2015
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