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We are creating value for our shareholders by focusing on delivering profitable growth in a responsible way.
We aim to be the best open financial services platform, by acting responsibly and earning the lasting loyalty of our people, customers, shareholders, and communities. Our purpose is to help people and businesses prosper. We strive to make all we do Simple, Personal and Fair.
Our strategy aims to create value for all our stakeholders. Our talented and engaged team generates customer loyalty, leading to strong financial results for our shareholders, so we deliver support for our communities, which motivates our team.
Our aim
To be the best open financial services platform, by acting responsibly and earning the lasting loyalty of our people, customers, shareholders and communities.
Our purpose
To help people and businesses prosper.
Our how
Everything we do should be Simple, Personal and Fair.
Our business model is based on three pillars:
01. Customer focus:
Digital bank with branches
Transform our business and operating model through our global technology initiatives to build a digital bank with branches that provides access to financial services for our customers through several channels.
- We have increased our number of customers over the last seven years, with balanced growth by region and business. We increased our customer base by 9 millions and active customers by 2 millions in the last twelve years.
- Our aim is to further enhance our customers’ experience and satisfaction.
- We are also helping a new generation of customers with new ways to interact with their finances, which was reflected in an increase of digital customers (+6% YoY). Digital sales / Total sales of 55%.
in 5 markets
customers
active customers
in 5 markets
customers
active customers
*NPS – internal benchmark of individual customers' satisfaction audited by Stiga / Deloitte. Data as of H2’23.
02. Our scale:
Local and global scale
- In-market scale in each of our core markets in volumes in each of our core markets combined with our global scale support greater profitability and provide a competitive advantage over local peers.
- Global scale and network business: SCIB and WM&I coupled with our capabilities in auto and payments drive in-market and Group profitable growth and value.
in 10 of our markets
in 10 of our markets
03. Diversification:
Geographic and business diversification.
Solid and diversified balance sheet
- Our diversified geographical footprint is well balanced between developing and mature markets.
- Business diversification between customer segments (individuals, SMEs, mid-market companies and large corporates).
- Diversification delivers recurrent pre-provision profit with low volatility. Our aim is to have a rock-solid, diversified balance sheet which reduces risk and further contributes to profitability.
Balanced profit distribution
North America
Europe
South America
Digital Consumer Bank
North America
Europe
South America
Digital Consumer Bank
S1'23 attributable profit by region. Operating areas excluding the Corporate Centre.
Our strong model is reflected in the resilience of our business. It is a competitive strength that continues to differentiate us.
Building a more responsible bank by embedding ESG
To build a more responsible bank and strengthen customer loyalty, we are embedding our approach to environmental, social and governance issues across the Group, in our strategy and our culture.
