Barclays 2015 Annual Report Download - page 20

18 I Barclays PLC Annual Report 2015 home.barclays/annualreport
The activity in our business units reflects our progress
in becoming the partner of choice… continued
Personal and Corporate Banking
“We are succeeding by putting our customers
and clients at the heart of everything we do
and by continuing to do this we will become
the partner of choice for the UK Ecosystem.”
Ashok Vaswani
Chief Executive,
Personal and Corporate Banking
Our purpose
Society is facing a digital revolution which is
transforming the lives and businesses of our
customers and clients. We firmly believe that
Barclays has a social and commercial
responsibility to help customers and non-
customers to embrace the new and ensure that
no one is left behind on the digital journey.
How the business is structured and what we provide to the Group
PCB is a powerhouse with the potential to challenge the traditional UK
banking landscape.
 Personal Banking: provision of simple and transparent banking
products to c.14 million customers, with a focus on transforming
customer interactions through automating routine transactions and
humanising important moments
 Mortgages: a single, highly automated, industrial strength engine to
provide mortgage services to over 1.5 million individuals
 Corporate Banking: an end-to-end proposition and service
continuum that supports nearly one million clients, from start-ups and
small businesses, through FTSE 100 companies, to partnering with
the largest global corporations
 Wealth: a differentiated wealth and investment management business
for 35,000 high net worth and ultra-high net worth clients focused on
the UK Ecosystem
Using our structure and leveraging advances in technology we can
innovate to deliver relevant and differentiated client and customer
experiences while driving down costs and improving control.
Environment in which the business operates
We’re in the midst of a digital revolution where everyone now expects
and demands services that are easy to access, fast and reliable.
Customers expect us to be with them, whenever, wherever and however
they choose to transact. That’s why we’re investing in building the
capacity to deliver our services digitally and finding ways to redefine how
we meet customer expectations. We are restless in the pursuit of finding
innovative ways to solve the routine everyday money moments while
empowering and training our colleagues to help customers when they
need us the most.
Risks to this business model
While executing our strategy we are cognisant that the external market
and environment in which PCB operates is constantly changing, with
emerging regulation, rapidly evolving competitive landscape and
increasing customer expectations.
We are making good progress to adapt and evolve with the changing
environment to mitigate against these risks. For example:
 focusing on ensuring operational and business risks are totally
understood and appropriately addressed
 reshaping the way we interact with our customers in a way that will
drive customer satisfaction and deepen customer engagement
 automating and simplifying processes, controls, systems and products
 driving technological innovation to enable our existing customers to
do more with us.
We continue to focus on embedding Conduct Risk awareness across
PCB to build on our values-led culture and keep customers and clients at
the centre of everything we do, by empowering colleagues to ensure the
right outcomes for our customers.
Salford City Council partnership
Our ability and enthusiasm for supporting the wider, non-banking
needs of the Council, has led us to become the chosen financial
services partner for the Local Authority Sector in the Greater
Manchester area.
We worked closely with Salford City Council to understand their
specific needs and devised a strategic plan in conjunction with the
Council and its partners, focusing on digital skills and driving
efficiency by:
 utilising Barclays Digital Eagles to provide free ‘Code Playground’
and ‘Tea and Teach’ sessions across the City, supporting residents
of all ages with building confidence in digital skills
 providing an easier and more convenient way for residents to pay
for Council services by signing Salford City Council up to Pingit, our
innovative payment solution
 collaborating with the Council to develop a secure communication
portal, enabling the Council to share information with colleagues in
a safe and secure way.
Personal and Corporate Banking
Contribution to the Group 2015 2014
Income (£m) 8,726 8,828
Profit before tax (£m) 3,040 2,885
Adjusted RoE (%) 12.1% 11.9%
Risk Weighted Assets (£bn) 120.4 120.2
BUSINESS SEGMENT PERFORMANCE