World’s Best Bank UK Retail Banking and Wealth Management (RBWM) Presentation to Investors and Analysts HIGHLY RESTRICTED September 2017
Important notice and forward-looking statements Important notice The information set out in this presentation and subsequent discussion does not constitute a public offer for the purposes of any applicable law or an offer to sell or solicitation of any offer to purchase any securities or other financial instruments or any recommendation in respect of such securities or instruments. Forward-looking statements This presentation and subsequent discussion may contain projections, estimates, forecasts, targets, opinions, prospects, results, returns and forward-looking statements with respect to the financial condition, results of operations, capital position and business of the Group (together, “forward-looking statements”). Any such forward-looking statements are not a reliable indicator of future performance, as they may involve significant assumptions and subjective judgements which may or may not prove to be correct and there can be no assurance that any of the matters set out in forward-looking statements are attainable, will actually occur or will be realised or are complete or accurate. Forward-looking statements are statements about the future and are inherently uncertain and generally based on stated or implied assumptions. The assumptions may prove to be incorrect and involve known and unknown risks, uncertainties, contingencies and other important factors, many of which are outside the control of the Group. Actual achievements, results, performance or other future events or conditions may differ materially from those stated, implied and/or reflected in any forward-looking statements due to a variety of risks, uncertainties and other factors (including without limitation those which are referable to general market conditions or regulatory changes). Any such forward-looking statements are based on the beliefs, expectations and opinions of the Group at the date the statements are made, and the Group does not assume, and hereby disclaims, any obligation or duty to update them if circumstances or management’s beliefs, expectations or opinions should change. For these reasons, recipients should not place reliance on, and are cautioned about relying on, any forward-looking statements. Additional detailed information concerning important factors that could cause actual results to differ materially is available in our 2017 Interim Report. This presentation contains non-GAAP financial information. The primary non-GAAP financial measure we use is ‘adjusted performance’ which is computed by adjusting reported results for the period-on-period effects of foreign currency translation differences and significant items which distort period-on-period comparisons. Significant items are those items which management and investors would ordinarily identify and consider separately when assessing performance in order to better understand the underlying trends in the business. Reconciliations between non-GAAP financial measurements and the most directly comparable measures under GAAP are provided in the 2017 Interim Report and the Reconciliations of Non-GAAP Financial Measures document which are both available at www.hsbc.com. 2
Business Overview Positioned for future growth with a multi-brand, multi segment and multi-channel capability Business Offering: – Four market leading brands: HSBC, first direct, M&S Bank and John Lewis Partnership serving ~13m active customers (2016YE) – Within the HSBC brand, three differentiated propositions organised around the needs of different market segments – Well advanced investment in digital is improving customer experience while enabling optimisation of our branch network – Focused on delivering growth in a challenging environment while maintaining credit discipline 3
Business and Market Context, Brands Four market leading brands delivering to distinctive customer needs Share of UK RBWM ► For the entrepreneurially minded who live and ► For the open minded, with a world view revenue 2 2016FY think differently seeking to make the most out of life ► ~1m customers ► ~8m customers ► Acquire independent, digitally native, early ► Acquire high earners in the 25-50 age range, adopters of technology in the youth to 35 year looking for intelligent advice and likely to prefer old cohort digital channels ► Offer full banking relationships ► Offer full banking relationships ► For customers valuing the John Lewis and Waitrose ► For the diverse 21st century family that seeks brands trust and rewarding relationship banking ► ~1m customers ► ~3m customers ► Offer unsecured lending services to valued John ► Acquire 35-50 year olds who value the M&S Lewis Partnership customers high street brand and have growing financial needs ► Offer savings and unsecured lending services 1 All customer numbers quoted are existing active customers as at 31 Dec 2016. Not unique across Brands. 2 Adjusted basis 4
Business and Market Context, HSBC HSBC brand has further differentiated propositions to cover key market segments in the UK Personal Banking ► For customers who want access to ► For emerging affluent, digitally savvy ► Premium banking services for affluent simple transactional banking products, professionals looking for support to customers with more complex / often including access to credit for the achieve their personal and professional international financial needs first time goals ► Average product holding per customer 4x ► Each customer holds 1.5 HSBC ► Average product holding per customer and relationship balances 12.8x that of a products on average 3.7x and relationship balances 1.7x that Personal Banking customer of a Personal Banking customer ► Requirement to pay at least £1,750 a month into the account (or a minimum of £10,500 every six months) ► Benefits include: travel & leisure perks, ► Jade by HSBC Premier is an exclusive preferential overdraft interest rate, membership programme that caters for discounted booking fees on the standard its members’ complex financial needs mortgage range, interest & cashback and high expectations offer on selected personal loans ► Launched in the UK in 2016 for customers holding balances of £500,000 & above 5
Retail Transformation Programme Well-advanced investment in digital is improving customer experience while enabling cost savings from our branch optimisation programme Capabilities already released Online Global Apple Pay & Branch Video Voice Biometrics Live Chat Service Platform Android Pay Customers able to video A fresh new design with integrated Adding a new payment solution to Instant messaging solution that 47% of people sometimes forget conference with a remote money transfer capabilities make transactions quicker and offers customers the ability to have their passwords or PIN. Improves mortgage advisor in 239 enhancing the customer’s online easier for our customers conversations with support staff experience, security and cost branches experience Multi-Channel Personal Internet Loans & Cards Samsung Pay Assisted Digital Appointment Booking Banking Limit increase Remote Signature Intelligent Sales & Branch Scanning Digital Coaches E-documents, Digital Mail & Staff Tablets Service Transformation Digital Welcome Packs Staff Front End TFx - Staff Customer Preferences Capabilities to be released Third Party HSBC Beta Online Account Mobile X Mortgage Opening Intermediaries Refreshed design of the HSBC Quicker and more Hassle free day to day Substantially enhanced Mobile Banking App which will streamlined account mobile money process and platform for modernise the appearance and opening management mortgage brokers simplify user journey Loans Home into Next Generation Card Servicing Origination Network Telephony Co-Browse Account Multi-Channel Cards Origination servicing Customer Support Appointment Booking Expansion Customer Integrated Sales & Live Chat Staff Front end Service Transformation Preferences Expansion Enhancements Enhancements Enhancements 6
Building innovation around customers’ channel of choice HSBC is investing in propositions and functionality that complement changing customer behaviour, reinforce ‘channel of choice’ and deliver operational efficiencies Digital adoption has become the ‘norm’ – 90% of HSBC’s payments and transfers are now completed digitally 1 – 93% of customer contact with the bank is now completed via the telephone, internet or smartphone 1 Optimising our branch footprint – HSBC has reduced its branch footprint 2 by almost 40% over the last 5 years – HSBC will have 625 branches in the UK by the end of 2017 – Geographical reach will be maintained (see Appendix) 1 HSBC data as at JUN17 2 Branch numbers exclude branches in the Channel Islands and Isle of Man, Relationship Management Centres (5 in the UK) and M&S branches 7
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