Investor Presentaiton
EXECUTING THE TRANSFORMATION ROADMAP
Excluding ME Bank unless otherwise noted
Purpose Led
Culture
Growth, margin
and productivity
Distinctive
brands serving
niche segments
Key Metrics
Employee engagement
Strong Leadership Team
Customer Numbers
Jaws
Home lending system multiples²
Business lending system multiples²
Margin
Productivity benefit
Consumer NPS3
Mortgage NPS³
Business NPS4
Time to 'yes' - proprietary5
Time to 'yes' - broker5
FY19
56%
FY20
59%
High level of Executive turnover
Key Executive roles filled
c.1.0m
Negative jaws -6%
0.2x system
1.2x system
1.93%
5th
11th
joint 4th
5 days
8 days
c.900k
Negative jaws -6%
0.9x system
Positive to system
1.91%
$30m
3rd
For personal use only
Digital Bank
Delivery of core projects
of the Future
Strong Financial
& Risk Position
CET1
NSFR
LCR
BOQD
GROUP
FY21
64%
Executive team in place and
delivering
c.1.5m¹
Positive jaws +2%
1.7 x system
0.8x system
1.95%
$30m
3rd
✓ Branch bandwidth & telephony upgrade
✓ E Conveyancing (PEXA)
✓ Virgin Money credit card app
✓ Internet banking upgrade for BOQS
✓ Regulatory uplift
5th
3rd
1 day
3 days
✓ Upgraded BOQS mobile app
Contact Centre telephony platform
✓ Treasury system upgrade
✓ Migration of data centres to cloud
✓ Customer engagement platform
✓ Risk & Regulatory program
joint 4th
3rd
1 day
3 days
✓ Phase 1 of retail digital bank
✓ New credit cards management
system
Regulatory reporting program
✓ Lending system enhancements
✓ FX digital platform
9.04%
112%
145%
70%
9.78%
119%
164%
74%
9.80%¹
122%¹
149%¹
75%¹
Deposit to loan ratio
(1) Including ME Bank
(2) Reflects the APRA definition of lending and will therefore not directly correlate to the balance sheet growth. Adjustments made to include BOQ Finance non ADI balances in overall growth result
(3) RFI XPRT Report, August 2021, August 2020 and August 2019. Excludes ME Bank.
Bank of Queensland Limited 2021 Full Year Results Presentation (4) DBM Atlas Report August 2021, August 2020 and August 2019. SME NPS refers to Any Financial Relationship (AFR) and businesses under $40m turnover
(5) BOQ brand during August 2021. Time to conditional yes varies during the year based on volumes and customer mix.
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