Investor Presentaiton
Transforming our business for the future of trade
3 Delivering Trade Transformation outcomes
Trade Transformation:
Key customer and business outcomes by 2021
Progress so far
ePenetration1, %
59
45
251
+34
2018E1
2019
July '20
Substantial elimination of manual paper
handling
Improve front office to back office ratio
from 1:2 to 1:12
Digitisation
☐
Substantial change in customer
☐
experience: easier, faster and safer
Significant improvement in net promoter
score³
Capabilities to grow revenues faster than
the rest of the market
Increase pace of asset distribution by
☐
more than x2 from a baseline of $12bn
(already achieved in 2019)
Accumulated operational FTE saves
22%
Driving
efficiency
as
% of '17
baseline
15%
7%
2017-18 2017-19 2017-207
Client SLAs, %
NPS
94
80
68
Improving
17
customer experience
1H17
1H20
1H17 1H20
17-19 revenue delta,% Asset Distribution 6, $bn
4.6
28
Driving growth
12
0.5
Market HSBC 5
2017
2019
1.
ePenetration: 2018 value estimated on comparable basis
5.
2.
3.
Front office FTEs comprise all client facing roles; back office FTEs comprise all FTEs dedicated to operations, baseline is 2017
Net Promoter Score is a metric to derive client satisfaction and likelihood of recommendation
6.
4.
Source: OW Coalition FY19 revenue benchmarking report
7.
Adjusted revenue as disclosed in 2019 Annual Report & Accounts
This is the total volume of all GTRF assets distributed into the
secondary market to a diversified set of investors (banks or non-banks)
FY2020 Estimate
7
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