PA
Veronica
Viljoen
ME
Izak Smit
EA
Kwena Isadore
Moabelo
GM Finance
Werner Bosman
GM
Operations
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 Channels
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 .
Digital
(e.g. AOL)
Call centres
Absa advisors
Branches

We developed an ambitious plan to change the way things were done
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
Solid systems to enable straight through processing
Market leading solutions drive all advice
Competitive advisor communication model
Fee income business model (from commission only model)
State of the art leads flow – a competitive advantage in the industry
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
Online sales, service and claims management
Quick and Easy
Limited steps to ensure a rapid process
Caters for all Needs
Complex needs directed to a broker
Convenience
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
Financial Planning
Leads and Activity
Management
Compliance
Fulfilment Servicing Quoting

…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
... ultimately it will cater
For the development needs of existing advisers and other
AFS staff......
More than just a training institute
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
Our academy is developing into an institution where all new advisers (green fields and experienced) will be socialised,
...our vision is an institution where bankers can also be socialised, cross and upskilled, bridging the cultural divide between the adviser and banker
The operating model
Personal mastery: leadership; mentoring and ubuntu
Personal development: soft skills, practise management and selling and building trust
Core technical skills: novice, intermediate and professional

Academies
Cognitive
Behavioral
Performance improvement
Leadership
Cognitive
Behavioral
Performance improvement
Culture and
Socialisation
Cognitive
Behavioral
Performance improvement
Sales and
Innovation
Cognitive
Behavioral
Performance improvement
Core Technical
Cognitive
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
Short term insurance
Investment
Employee benefits
Fiduciary
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
Protect the brand as a major competitive edge
Integrate marketing
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

Connecting the
Customer’s Universe
Leads Management
Customer
Analytics
High Net Worth
Business Banking

Customer
Intimacy
Councils, Rolling stone
Alignment
Advisor Alignment
Product / Segment /
Channel / CVP Alignment
Top 500
Training
Identification of target executives
Execute and Optimise
Brand Ambassadors
Conquer
Business
Markets
Commission Share
VAPM
Leads optimisation
Agribank
Unlock Value in Retail
Branches
Leads optimisation
Supersize non-advice
CDD / iCAPs
Discover
Africa
Due Diligence
Job cards
Strategy / Relationships
Bancassurance best practice
Digital
Innovation
WIM
AOL
Strategy
Feature store
Sexy
Customer
Solutions
Marketing Insights
Communication
CVPs
Predictive Modelling
Loyalty
Customer Onboarding
Leads &
Sales
Planning
Framework/ Reporting/
Activity
Technology
Dashboard
Retail/BB/PB Campaigns
Maximise
Secured
Lending
AHL & CPF
AVAF & AVCAF
Joint Ventures
Edcon/Retail
Map up JVs
New Opportunities