Transcript Buzz Distribution Tracy version

Distribution
Video
Distribution Structure
ME
PA
Izak Smit
Veronica
Viljoen
EA
Kwena Isadore
Moabelo
GM
Operations
GM Finance
Werner Bosman
Marletha Hardy
Head Sales
Enablement
Telephony
Bill Lynch
Head
Keystone
Retail
Steve Lyvt
Head AIFA
Sibusiso Ntonga
Head
Corporate
John Fiser
Head
Business
School
Pieter Louw
Our distribution model ensures customers can
interact with us using their choice of channel
Lead
Generation
Distribution
How this will bring
growth:
•
ATOM for profitability
and better customer
experiences – Absa
Planners;
•
Additional call centre
capacity;
•
Digital channel;
•
Keystone focus on the
branches.
Channels
Digital
(e.g. AOL)
Call
centres
Absa
advisors
Branches
We developed an ambitious plan to change the way things were done
VISION
By 2015 we will be a world class financial services distribution
house...
a business school case study
A win-win partnership
model with external
product suppliers
Fee income business
model (from commission
only model)
Solid systems to enable
straight through
processing
State of the art leads flow –
a competitive advantage
in the industry
Market leading
solutions drive all
advice
Competitive advisor
communication model
Integrated channels to
deliver a single view
of the client
Respected business
school to socialise and
upskill our people
Our digital channel will provide an end-to-end online experience...
Targeting our retail Absa Online base product selection is based on local and
global market trends Customer benefits include:
Easy Accessibility
Quick and Easy
Caters for all Needs
Convenience
Online sales, service and
claims management
Limited steps to ensure a
rapid process
Complex needs directed
to a broker
An end-to-end
customer experience
Customised
Customers are recognised
by the system
A Tailor-Made
Experience
Selected products prove to be
feasible
To reach these customers,
trigger event marketing provides
focus
Simplicity
No clutter
Easy Steps
We are developing a best practise telephony model to support our
integrated sales and service approach
Good results over the past year
Significant increase in efficiency and sales
Current performance strike rates are above
market for cold outbound telesales campaigns
Previously outsourced our telephony
to service providers
Difficult with the consumer
protection act
Resource intensive
Compensate third parties
Building our own capacity through
Best practice telephony implementation
Embedding this core competence in four phases
Investing in good people, technology and sales culture
60 agents (target 200 in 2013)
Our branch network is extensive and ensures easy access to our
products and services
Simple, non-advice products
(branch consultants)
Convenience – an end-to-end customer experience
Six stand-alone products (Law for You, Extreme, Classic
Life, Funeral, Wills, investment)
One embedded product
Shared revenue model with branches
on bank scorecards
Sales support in place
to enable branch consultants
New client conversation tool (CNAT) to
drive leads and product sales appropriately
to suit customer needs
Significant replatforming of our systems experience...
Replatforming focused on the system and process integration of AFS and Absa systems to support our future operating
model
Back office centralisation for greater efficiencies. Focus on:
Customer Relationship
Management
Fulfilment
Leads and Activity
Management
Financial Planning
Servicing
Compliance
Quoting
...Our vision is an
institution where bankers
can also be socialised,
cross and up-skilled
bridging the cultural
divide between the
adviser and banker
supporting a one stop,
holistic customer value
proposition...
Business School Vision
“GLO”
…to become a
Global Learning Organisation that:
place a high premium on the acquisition, creation,
transfer & retention of knowledge and skills delivered
through the Business School
We are transforming our academy into a bancassurance business
school for
people excellence and leadership
More than just a training institute
... ultimately it will cater
For the development needs
of existing advisers and other
AFS staff......
Our academy
is developing into an
institution where all new
advisers (green fields
and experienced) will
be socialised,
Socialising novices. Socialising all AFS
distribution employees
Upskilling advisors / planners CPD
points – sharpening the saw
Development of all AFS employees
Development and upskilling of Absa
bankers
The operating model
...our vision
is an institution where
bankers can also be
socialised, cross and upskilled, bridging the cultural
divide between
the adviser and banker
Personal mastery: leadership;
mentoring and ubuntu
Personal development: soft
skills, practise management
and selling and building trust
Core technical skills: novice,
intermediate and professional
Business School Structure
Academies
Leadership
Cognitive
Behavioral
Performance
improvement
Cognitive
Behavioral
Performance
improvement
Culture and
Socialisation
Sales and
Innovation
Core Technical
Cognitive
Cognitive
Behavioral
Performance
improvement
Cognitive
Behavioral
Performance
improvement
Behavioral
Performance
improvement
Learning and Development  HR  Technology
Employee
Levels
1
2
3
4
Keystone drives collaboration and better cross-sell between AFS and
the bank to deepen penetration in the base
Life Insurance
Investment
Short term
insurance
Employee
benefits
Fiduciary
Keystone
One customer
Seamless
integration with the
segmentation of
the bank
Single view of
CVP
Get the bank to
benefit from the
Use the bank brand
Integrate marketing
Protect the brand as a
major competitive edge
Products should look
and feel like bank
products
Maximise the
channels
Blended channels that
benefit the customer
Loyalty for all
Customers to get the full
value of using the bank for
all their services
Key Competencies
Customer Growth Segments
Customer Segment
Enablers
Consumer Banking
HNW & Lending
Leads Management
Customer Solutions
Business Markets
Africa
Digital Innovation
Mission Control
Leads Management
Operation
s
Lending
Connecting
the
Customer’s Universe
Consumer
Banking
Customer
Analytics
Africa
High Net Worth
Digital Innovations
Business Banking
Customer
Solutions
Big 10
Customer
Intimacy
Councils, Rolling stone
Alignment
Advisor Alignment
Product / Segment /
Channel / CVP Alignment
Digital
Innovation
WIM
AOL
Strategy
Feature store
Top 500
Conquer
Business
Markets
Unlock Value
in Retail
Branches
Commission Share
VAPM
Leads optimisation
Agribank
Leads optimisation
Supersize non-advice
CDD / iCAPs
Sexy
Customer
Solutions
Leads &
Sales
Planning
Maximise
Secured
Lending
Marketing Insights
Communication
CVPs
Predictive Modelling
Loyalty
Customer Onboarding
Framework/ Reporting/
Activity
Technology
Dashboard
Retail/BB/PB Campaigns
AHL & CPF
AVAF & AVCAF
Training
Identification of target
executives
Execute and Optimise
Brand Ambassadors
Discover
Africa
Due Diligence
Job cards
Strategy / Relationships
Bancassurance best
practice
Joint Ventures
Edcon/Retail
Map up JVs
New Opportunities