BBVA Bancomer/2018 Annual Report
BBVA Bancomer/2018 Annual Report
Customer funds managed by the Bank came to 1.6 trillion pesos, including demand deposits, term
deposits, credit securities issued, global non-movement deposits account and assets managed in
mutual funds.
Fostering savings among the population is a key priority for BBVA Bancomer and this is shown by
the growth reported in term deposits, which were up 11% on 2017. Meanwhile, assets managed
in mutual funds ended 2018 in excess of 400,000 million pesos, maintaining BBVA Bancomer's
status as one of the largest fund managers operating in the Mexican market with a share of 19%,
according to data released by the Mexican Association of Stock Market Intermediaries (AMIB).
Increased levels of lending and fund gathering activity allowed the Bank to report a financial margin
of 132,650 million pesos, revealing annual growth of 8.2%.
Level of investment was a particular highlight within the Bank's results, growing 10% on the previous
year to climb past 5,000 million pesos. This investment was used mainly for technological renovation
and upgrades and to maintain the largest infrastructure to be found within the banking system.
However, GFBB has continued to grow its business activity while maintaining high levels of
investment, making it most efficient institution operating within the Mexican financial system, with
a cost-to-income ratio of 37.2%.
GFBB maintains its position as the most
efficient institution operating
within the Mexican financial
system, with a cost-to-income ratio of 37.2%.
The product of this was net profit of 52,638 million pesos, which meant an annual variation of 15.4%.
This result has been achieved with a solid capital base and a set of indicators comfortably clear of the
minimum regulatory requirements (capitalization index of 15.3%). Aside from the excellent financial
performance, 2018 was a year of major milestones in terms of the Group's strategy.
For some years now, GFBB has made it a strategic priority to offer the best customer experience.
In 2018, it continued to progress further along this path by making customer interaction with the
bank more efficient across all points of contact.
The customer service model was transformed at the Bank's branches, with priority given to
advisory services; the voice portal and 'First Contact Solution' were implemented within the IVR
to deal with charges and debits not recognized by customers; and the browsing experience was
redesigned and new functionalities added to the self-direction facility (ATMs and Practicajas), such
as the option to deposit checks. These changes in the physical range of products and services is
enhanced and supplemented by an innovative range of digital products and services and the Group
is now spearheading the digital transformation of the banking sector by literally putting the bank in
the hands of its customers.
More and more customers are relying on digital/mobile banking and all it has to offer. In 2018,
GFBB's digital customers climbed to 7.2 million, 36% more than in 2017, while customers using the
mobile banking service were up 49% on the previous year to reach 6.5 million.
In 2018, GFBB's digital customers
climbed to 7.2 million, 36% more
than in previous year.
Customers perceive these changes and once again they ranked the Bank as the leading institution,
according to the Net Promoter Score (NPS). Meanwhile, the Bank has been working hard to
increase its appeal to new customers and its efforts have paid off, because when it comes to payroll
portability requests 64 out of every 100 payroll holders who decide to change banks choose GFBB.
With these results, GFBB has cemented its leadership in one of the country's key sectors and has
assumed, through a raft of concrete actions, a huge role in shaping Mexico's growth and development.
Acting through the BBVA Bancomer Foundation, it views education as the best way to support Mexico;
from 2002 to 2018 it awarded 278,000 grants for a grand total of 4,800 million pesos, helping some
108,000 beneficiaries complete their secondary, preparatory and university studies.
In the wake of the 2017 earthquakes, the Bank rapidly joined the emergency response to support
affected schools, providing seed capital of 180 million pesos and inviting GFBB's own ecosystem
(customers, employees and allies) to join in, effectively raising the total amount to 350 million
pesos. These funds will be used to build/renovate 25 schools, benefitting over 16,000 pupils by
providing safer and better equipped facilities.
Grupo Financiero BBVA Bancomer is convinced that there is still much to be done and that is
why it has decided to raise its annual donation to the Foundation from 2019 onward, which will
climb from 400 million pesos to 1 billion pesos a year, the aim being to enhance the grants and
scholarship program and continue rehabilitating those schools in need of attention. This will allow
the Foundation to generate a positive impact over the coming five years that is similar in scale to
the impact it has managed to achieve over past 16 years. GFBB is seeking to become the country's
main ally in making an inclusive Mexico; the best Mexico for everyone.
Before I finish, I would like to thank the fantastic team of collaborators of the BBVA Bancomer
Financial Group for all their hard work and dedication in helping to build this Bank. They really are what
sets us apart from the crowd. Thanks also to our customers for their loyalty and trust. We will certainly
continue in our tireless search to improve their experience. Last but not least, thanks to the members
of our Board of Directors, who have brought their experience and sound judgment to bear to continue
strengthening our Bank. 2018 was a great year, but I am sure that the best years are yet to come.
BBVA Bancomer, Creating Opportunities
Eduardo Osuna Osuna
Deputy Chairman of the Board of Directors
and CEO of BBVA Bancomer
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