FirstRand — Investor Presentation (2004)

5 slides from FirstRand's investor presentation, 2004

Slide 1: Branch Banking
Branch Banking Zweli Manyathi
Slide 2: Our Journey
Our Journey 2000 ¾ February: First Express, First Commerce, Personal Bank and FNB Rural Branch migration ¾ June: Head Office consolidation ¾ November: Back Office centralisation and restructure of FNB Metro 2001 ¾ VUKA introduction ¾ SAS IndexTM 2001 – FNB rated number 1 for Customer Satisfaction 20
Slide 3: What is new in Branch Banking?
What is new in Branch Banking? ¾ Vuka bedrock of our culture, Rural roll-out initiated ¾ Similar (but not the same) structures in all provinces ¾ New measurements ¾ Implement franchise model
Slide 4: Key Themes going Forward
Key Themes going Forward ¾Efficiencies o Capacity management o Franchise approach ¾People o Creation of capacity ¾Sales o Sales effectiveness ¾Focus on the customer o Consistent customer experience across outlets o Customer Complaints Management System o Customer Portfolio Management System o Taking
Slide 5: Challenges
Challenges ¾Compliance o KYC o FAIS