Capital Markets Day Athens, 16 January 2006 ALPHA. Retail Banking. G. Aronis Senior Manager, Retail Banking

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1 Capital Markets Day Athens, 16 January 2006 ALPHA BANΚ Retail Banking G. Aronis Senior Manager, Retail Banking

2 Contents: page Retail Banking at a Glance 3 Strategic Emphasis on Retail Banking 4 Household Lending: Action Plan is Already Paying Off 5 Outpacing Peers in Household Lending 6 Mortgages: Rapid Growth 7 Consumer Loans : Continued focus on growth 8 Cards: Innovative products for all market segments 10 Cards: Fast Growing Issuing 11 Cards: Market Leadership in Acquiring 12 Cards: Strong Performance Ahead of Plan 13 Cards: Future Growth 14 Focus on Small Business Lending 15 Three Distinct Bands of Business Clients 16 New Division for Deposit & Investment Products 17 Alpha Prime: A New Banking Experience 18 Branch Network: Ideal size 19 Branch Network: Strong Urban Concentration 20 On-line Banking & Brokerage 21 Management Information System 22 Sound Credit Risk Management 23 Credit Risk Management 24 International Retail Banking Division 25 Next Steps for Future Growth 26 2

3 Retail Banking at a Glance High rate of growth in Housing Loans Decelerating rate of growth in Consumer Credit Concentration in 5 largest banks Banking sector shifts focus to Retail and Small Business Banking High growth in traditional deposit products (Deposit/Current Accounts) Increase in number of Branches Increase in advertising spending (+50%) Price war ante portas? Greek retail lending (as a % of GDP) is almost half of the UK The Greek economy is driven by Consumption increases in penetration levels 3

4 Strategic Emphasis on Retail Banking Mission: To Gain Our Fair Market Share Key Initiatives Product Ownership to separate Units Rationalize product offering Intensify cross-selling Apply sales-oriented approach Branch network: competitive advantage Multi-channel banking Minimize branch operational load Centralize credit approval Better customer service quality Actions Establishment of new Divisions Housing Loans Division Consumer Loans Division Deposit & Investment Products Division Key Product Development & Pricing Establishment of clear guidelines & targets for key products Communication / Evaluation of Branch performance Establishment of Network Planning & Evaluation Department Efficient use of Alternative Distribution Channels Advertising (Consistent and Continuous) Operations & Outsourcing Improvement Risk Management Improvement (Credit/Black holes) Centralized Collections Establishment of Quality Assurance Department 4

5 Household Lending: Action Plan is Already Paying Off Mortgages & Consumer Credit Growth (yoy) 12,0 10,0 8,0 8,4 6,0 6,3 6,7 4,0 2,0 0,0 4,9 3,8 2,8 2,8 3,7 1,3 1, Target 2005 Actual 2005 Target 2006 ( billion) Consumer Credit Mortgages In two years retail banking outstandings have almost doubled 5

6 Outpacing Peers in Household Lending Increase in Mortgage & Consumer Credit Outstandings % -0.25% -5.35% Alpha Bank National Eurobank Year to Sept 2004 Year to Sept 2005 In the first three quarters of 2005 Alpha Bank has outpaced its peers in net outstandings growth 6

7 Mortgages: Rapid Growth From 9.5% market share in 2001 (bps) Outstandings and Growth (yoy) to 15% in Key drivers for success: ( billion) 22.8% 4,5 25.8% 4,9 28.2% 5,2 32.1% 5,7 35.8% 6,1 New flexible products Centralization of credit approval & operations Sep Dec Mar Jun Sep Outstandings Spreads (quarter ending in month indicated) Targets and performance evaluation Growing use of alternative channels Market Share 20% of new loans from developers & real estate brokers Own customer base with low penetration rate Corporate image 14,4% 14,5% 14,7% 14,9% Staff training 14,2% Sep Dec Mar Jun Sep

8 Consumer Loans : Continued focus on growth Alpha Bank is looking to retain and grow profitable market share through the expansion and development of Consumer Loans portfolio 14,5% 13,1% 13,3% 12,6% 12,7% 12,7% 12,3% Sep Dec Mar Jun Sep est est We reinforced our three primary distribution channels for new business Emphasis on sales through third parties and direct marketing ALL IN 1 :The first widely marketed balance transfer product in the market Instant Credit :Applications received increased 191% to nearly Market Share in Consumer Loans Branch Network Instant Credit Direct Marketing 1% 14% 17% 17% 34% 16% 17% 85% 67% 66% Jan-Sep 2004 Jan-Sep 2005 est New business per channel 8

9 Consumer Loans : Continued focus on growth New Marketing approach as well as organizational and operational changes drives to outstanding value results Consumer Loans Disbursements Consumer Loan Business Income Jan. Sep. 48% (in million) Total Income % change % 730 NII - Personal Loans 42,8 66,5 55,4% - Consumer Loans 5,3 7,5 41,5% 2004 est est TOTAL NII 48,1 74,0 53,8% New Disbursements 9

10 Cards: Innovative products for all market segments AFFLUENT PREMIUM MARKET MASS AFFLUENT MASS SEGMENT MASS MARKET Debit Products ENTRY LEVEL Sole Issuer & Acquirer of all three major international brands Comprehensive portfolio with a range of products for all customer segments 10

11 Cards: Fast Growing Issuing Issuing: Market Share 20% Cards in Force Credit Cards In Force By Brand 2005 YEnd (in thousands) Credit Cards % 13% MASTERCARD 15% -VISA % -AMEX - MasterCard % 24% AMEX 34% VISA 51% - Store Cards % Debit Cards 1,393 1,480 6% TOTAL 2,208 2,400 9% Growth focus on credit through carefully designed portfolio mix Business growth outpacing the market 13% in credit cards in force vs market 3-4% (est) 14% in billed business vs market 7-8% (est) The largest Visa Issuer in the country The sole American Express Issuer The third largest MasterCard Issuer 11

12 Cards: Market Leadership in Acquiring Acquiring: Market Share 28% Acquiring Business Volumes Acquiring By Brand (in million) % -VISA % MASTERCARD 15% -AMEX - MasterCard % 23.9% TOTAL % 8% growth in 2005 on top of 18% increase in 2004 (Olympic Games) while maintaining 15-20% premium in commissions over competition The largest merchant network ( merchants) State of the art POS network ca terminals Focus on infrastructure cost reductions. Strategic decision for POS sharing Sole acquirer of American Express products Strategy to continue expanding Amex portfolio AMEX 22% VISA 62% 12

13 Cards: Strong Performance Ahead of Plan Credit Cards Card Business Income Jan. Sep. (bps) 869 (growth yoy) 27.2% % % 34.3% 28.4% 28% (in million) % change Total Income % -NII % 779 m 845 m 922 m 941 m 1000 m 1280 m - Commissions Average Card Balance % 35.4% Dec Mar Jun Sep Dec Budget 2006 Gross Revenue Margin 15.1% 15.6% 14.1% Balances Spreads (quarter ending in month indicated) Higher than double the market rate increase in balances 28.4% vs market 13% (est) Constantly improving spread Continuing marketing efforts to improve card activation and usage 13

14 Cards: Future Growth Key Actions Planned Impact Innovative product development Value proposition reinforcement with latest technology chip based loyalty schemes Customer segmentation niche segments Maintain leadership in cards Increase cards usage turnover Improve share of wallet More focused customer service Increase penetration through cross selling Accelarate sales through more efficient use of alternative channels By End 2008 Outstandings 1.9bn ( 90% growth) Credit CIF 1.4m (50% growth) 14

15 Three Distinct Bands of Business Clients Number of companies ~835,000 ~6,000-6,700 ~400 Expected Growth % 6% Total outstanding loans (in bn) Turnover 0-3Μ 3-50Μ > 50Μ Standardize offering Right-size coverage Maximize penetration 15

16 Focus on Small Business Lending Key drivers for success: Customer Segmentation Separate Small Businesses & Self-Employed professionals from the rest of Business Loans Apply targeted approach Advertising Centralization of operations Standardized process Effective credit administration support Targets and performance evaluation for key products Growing use of alternative channels Accountants Third party salesforce Small business advisors in Branches Small Business Loans (< 1 million in limits) Outstandings and Growth (yoy) % 565 2,847 2,920 3,016 3,093 3,066 2,504 2,552 2,647 2,657 2, % % Sep Dec Mar Jun Sep New loan facilities to businesses with turnover up to 1 million Spreads (quarter ending in month indicated) 16

17 New Division for Deposit & Investment Products Target Increase On-and Off- Balance Sheet Asset Gathering Strategy Develop Product Solutions that Meet the Needs of Identified Value Pools and drive their efficient delivery from the retail network Deposit Products Increase brand awareness & recognition Drive digital innovation capitalizing on Alpha s predominant Web Banking position Investment Products Deliver a wide range of wealth management solutions to satisfy the increasing risk appetite of retail investors Offer Bundled/Life Event propositions Sales Networks Build staff pride in product range and propensity to recommend Exploit the Prime Banking segment 17

18 A New Banking Experience HNW (300+)* Mass Affluent Market Targets the Mass Affluent segment Market size* : 20 bn No. Clients* : Levels of Wealth Mass Affluent Retail (60-300)* (0-60)* * amounts in thousands Approach The establishment of long term relationships with clients Specialized personnel in selected branches Excellence in customer experience (Convenience & Flexibility) Managed by Alpha Private Bank Offering Specially designed Banking Offering by Alpha Private Bank Specially designed Investment Offering by Alpha Private Bank Infrastructure Use of the existing Alpha Private Bank infrastructure (Sales, IT, Sales & Trading Desk, Back Office) Use of a specialized Call center Roll out 1st Quarter 2006: presence in approximately 30 Branches Mid 2007 : presence in approximately 100 Branches *source: ALPHA PRIVATE BANK 18

19 Branch Network: Ideal size Multiple Delivery Channels Sales and Service Third Parties (retailers, real estate developers & brokers) Call Center ATM network & On-line Banking Branches Key drivers for success: Sales-oriented approach Targets and performance evaluation System of productivity incentives Automation & centralization of operations Appropriate support procedures Branch network size & deployment is ideal for Greece Over 360 Branches which cover all geographical areas of interest Efficient use of resources 19

20 Branch Network: Strong Urban Concentration Branches Population Companies Turnover Attica % 45% 35% 67% Thessaloniki 36 10% 10% 10% 8% Other areas % 45% 55% 25% TOTAL 366 Branches and no of staff Branches No of Staff over 20 staff 10% 3-9 staff 43% staff 47% 20

21 On-line Banking & Brokerage On-line Banking: 12% of all transactions Alpha Web Banking Internet banking for individuals and companies (168,000 subscribers) Alpha Line PC-banking for companies (2,400 subscribers) Alpha Phone Telephone banking through IVR or call centers (7,000 active users) On-line Brokerage: 55% of all transactions Alpha Trade Direct stock broking through phone, web, and mobile ALPHALINE 53% Branches 65% Online Account Transfers Sep ALPHA WEB BANKING 46% Banking Transactions Sep On-line banking 13% ATMs 22% Jan-00 Apr-00 Alpha Web Banking Transactions Jul-00 (in thousands) T Oct-00 Jan-01 Apr-01 Jul-01 Oct-01 Jan-02 Bill payments Apr-02 Jul-02 ALPHAPHONE 1% Oct-02 Jan-03 Apr-03 Jul-03 Oct-03 Jan-04 Jun-04 Sep-04 Dec-04 Account transfers 60% market share in interbank bill payments Online Bill Payments Sep ALPHALINE 2% Mar-05 Jun-05 Sep-05 T ALPHAPHONE 1% ALPHA WEB BANKING 97% 21

22 Management Information System Profitability & Cost Management Gathering information on profits and costs per point of sales, product and customer Decision Support Generating profit/loss statements per product. Providing information for better decisions about how to price products and where to cut costs Efficient Customer Relationship Management Projecting the product profitability on our entire customer base and providing a clear reading of how much each customer or segment is affecting our bottom line. In this way relationship managers know where to focus their attention and resources 22

23 Sound Credit Risk Management Relationship Management Relationship Management Accounts Management Credit Marketing Collections Authorizations Cross Selling Relationship Management Relationship Management 23

24 Credit Risk Management Repayment Intention Controls Eight application scorecards, to estimate probability of payment default (prospective customers). Development and verification twice a year. Customer Grading Model, based on behavioral data (existing customers). In-house development and monitoring. Repayment Ability Controls Calculation of loan burden per customer in compliance with Bank of Greece guidelines. Full assessment of Customer status (total loan burden through Teiresias Risk Consolidation System, Income, total burden if new credit application is approved). Score/Grade. Collections Different Collection strategies per channel according to its risk level (e.g. Instant Credit High risk channel Different Collections policy) Annual Credit & Collections Policy Reviews Verification and improvement of operations 24

25 International Retail Banking Division The new Division provides to the branch network in SE Europe: Information on new economic and market developments Support of operations and procedures e.g. score cards, instant credit etc Know how for the introduction of new products in the region Greek Market experience product life cycles, sales forecasts, etc New distribution channels agreements with large retailers, alternative networks etc New product development design and proposal of new flexible loans, cards etc Coordination of people and resources in Athens and the region Cooperation at all management levels on pending issues 25

26 Next Steps for Future Growth From risk minimization to Profit maximization Customer Segmentation product offering Continued emphasis on sales and performance evaluation Further improvement of customer service quality Further separation of sales from operations Centralization of mortgage credit approval Determination of criteria and risk factors Further improvements in Credit Risk Management Continue successful advertising approach capitalizing on the Bank s clean-cut corporate image 26

27 Capital Markets Day Athens, 16 January 2006 ALPHA BANΚ: : AGENDA 2010 Retail Banking G. Aronis Senior Manager, Retail Banking

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