Barclays 2014 Annual Report Download - page 20

18 I Barclays PLC Annual Report 2014 barclays.com/annualreport
How we are doing
Becoming ‘Go-To’
Personal & Corporate Banking is a powerhouse, with the
potential to challenge the traditional UK banking landscape.
It is well positioned and combines high quality, leading
businesses across Personal, Mortgages, Corporate and Wealth.
What we do
Personal & Corporate Banking (PCB) provides banking services which
fulfill the fundamental banking needs of individuals and businesses:
storing, receiving and paying monies in a safe, reliable and regulated
manner.
PCB is subdivided into four main units, bringing together our Personal,
Mortgages, Corporate and Wealth businesses:
Q Personal Banking: provision of simple banking products to 16m
customers, with a focus on transforming customer interactions
through automating routine transactions and humanising
important moments
Q Mortgages: a single highly automated industrial strength engine
to provide mortgage services to over 1.5m individuals
Q Corporate Banking: an end-to-end proposition and service
continuum that supports nearly one million UK customers and global
clients, from start-ups, through FTSE 100 companies, to partnering
with the largest global corporations
Q Wealth: a wealth and investment management business for 36k
high net worth and ultra high net worth clients
We are able to join up seamlessly Personal, Mortgages, Corporate and
Wealth services to continue helping our customers and clients achieve
their ambitions. The structure of PCB gives us the unique ability to
create connections for our customers; to connect sellers with buyers
and to encourage clients and customers to transact and do more
business with each other.
We are continuing to transform customer and client interactions,
enabling automated experiences for routine transactions, and offering
a choice of channel (physical, telephony, or digital). We are already at
the forefront of digital change, transforming the nature of banking
globally through innovations such as Barclays Mobile Banking, Pingit,
Voice Biometrics and Video Anywhere.
The digital revolution has transformed the lives and businesses of
our customers and clients, and whilst the programmes may create
changes, we are closely monitoring the experience and delivering
change through on-the-ground staffing to help customers and clients
receive an improved, efficient new banking experience. We are working
hard to ensure that no-one is left behind:
Q There has been huge effort in helping people become more
comfortable with the internet through the Digital Eagles programme
– allaying security fears and demonstrating functionality such as how
to use an iPad, how to search for a web page and how to Skype with
family and friends
Q Our attention to innovation means we can ensure everyone has
access to our products and services through capabilities such as
talking ATMs and SignVideo
Q We have supported over 1.1m young people with our LifeSkills
programme, a free, curriculum-based programme designed to
prepare young people for work
Q PCB also supports society and the wider economy; in 2014 we
advanced £13.8bn of lending to small businesses, £20.3bn of lending
to households, and focused on a number of initiatives to contribute
to the communities we operate in as part of our Citizenship agenda
Personal &
Corporate Banking
‘We are succeeding by putting
our customers and clients at the
centre of everything we do and by
continuing to do this we will become
the ‘Go-To’ financial partner.’
Ashok Vaswani
Chief Executive,
Personal & Corporate Banking
g
t
he
t
nd
b
y
d
b
ecom
e
’
How Personal & Corporate Banking contributes to
our Balanced Scorecard
Customer and client
Q Total complaints to the bank continue to decrease
year-on-year. We publish complaint figures twice as
frequently as the FCA requires, to be more open with
our customers
Q Corporate Client satisfaction rating ranked 1sta
Q Innovation in digital: Over 3.7m downloads of Barclays
Mobile Banking app and 2.2m Pingit users with over
£1bn payments sent
Colleague
Q Over 40,000 employees globally and 20% female
senior leaders
Citizenship
Q Helping customers and communities become digitally
savvy through the Digital Eagles programme, with over
23k Digital Eagles appointed
Q Supporting Diversity and Inclusion – ensuring everyone
has access to our products and services
Conduct
Q Conduct Risk Framework is being embedded throughout
PCB with focus on delivering positive customer and
client outcomes
Q Conduct risk training launched, aimed to enhance
understanding within the business
Company
Contribution to the Group 2014 2013 2012
Income (£m) 8,828 8,723 8,579
Adjusted profit before tax (£m) 2,885 2,233 2,455
Adjusted ROE (%) 11.9 9.7 11.1
Loan loss rate (bps) 21 28 30
Loans and advances to
customers (£bn) 217 212.2 203.8
Customer deposits (£bn) 299.2 295.9 256.4
Note
a Charterhouse customer satisfaction survey
Contribution to the Group’s total income
£m
£8,828m
Total income increased 1% on prior year
driven by balance growth and improved
savings margins in Personal Banking and
Mortgages.
Lorem ipsum The activity in our business units