Company overview
Our strategy and vision
Our strategy is aimed at building deep and enduring customer relationships – such that customers stay with us, conduct more business with us and recommend us to others. We seek to meet our customers’ total banking and wealth needs and earn all of their business. A key element of this approach is our multi-brand model – our family of much loved financial services brands – which enables us to appeal to a broader range of customers.
In implementing this strategy, we seek to grow customer numbers in chosen segments and increase the number of products per customer with a specific focus on wealth and insurance cross sell. At the same time, we seek to build long-term customer relationships and maintain high levels of customer retention.
We also have a continued focus on streamlining and simplifying our business, to improve the quality of experience for customers and reduce our costs to serve.
We believe that successful execution of this strategy will lead to higher revenue per customer, strong credit quality (because we know our customers very well) and a superior cost profile.
Our vision is to be one of the world’s great companies, helping our customers, communities and people to prosper and grow.
Our aspiration is to:
- have a family of much loved financial services brands;
- be recognised for enduring customer relationships;
- be a place where the best people want to work;
- be a leader in the community; and
- be a great investment.
Our mission is to earn all of our customers’ business.
Our focus is on:
- delighting our customers;
- having the right people in the right roles; and
- our reputation.
We have strong values, which are well embedded in our culture. We believe that the following values will help us deliver our strategy:
- working as one team;
- delighting customers;
- acting with integrity;
- achievement; and
-
valuing each other.
