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Looking Forward to a Brighter Future

Careers with Group Operations India

November 2009

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Welcome to the Royal Bank of Scotland

1692John Campbell sets up business as a

goldsmith-banker in London a

predecessor to our current wealth

Management business, RBS Coutts

1874RBS opens its first branch in London

and from 1920s develops by acquisition

a major presence in England

1994We launch Europes first online

store with secure payment

capabilities

2004Takeover of Charter One by RBS

1727The Royal Bank of Scotland is founded

by Royal Charter and we establish our

first office in Edinburgh

1960We open RBSs first representative

Office in New York

1997Were the first British bank to announce

a fully-fledged internet banking

service

2006We are the largest funder of

renewable energy projects globally

and take a leading role in wind farm

financing

1728We invent the first overdraft, one of the

most important banking innovations,

by allowing William Hog, a merchant, to

take out of this account 1,000

(63,663

today) more than he had in it

1985We set up Direct Line the first UK

insurance company to use the

telephone as its main channel

of communication, replacing the

middlemen with speed and simplicity

2000In the biggest takeover in the history of

British banking we acquire NatWest,

creating a highly diversified financial

group

2007Wejoin forces with ABN AMRO

1826We print the first double-sided

banknotes in an effort to thwart the

counterfeiter (a century before the Bank

of England)

1988We acquire Citizens Financial Group,

established in 1828

2002We successfully complete the largest

IT integration project undertaken in

banking worldwide, bringing together

RBS and NatWest retail technology

PresentPlans in place to rebuild one of the

worlds largest financial services

groups proud and committed

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2013 Vision for RBS

By 2013, RBS to be one of the worlds most admired, valuable and stable universal banks

RBS to return 15%+ sustainable RoEs, powered by market-leading businesses in large

customer-driven markets

The business mix to produce an attractive blend ofprofitability, stability and sustainable

growth anchored in the UK and in retail and commercial banking together with customer

driven wholesale banking, and with credible growth prospects geographically and by

business line

Management hallmarks to include an open, investor-friendly approach,discipline

and proven execution effectiveness, strong risk management and a central focus on

the customer

The Group to deliver its strategy from a stable AA category risk profile and balance sheet

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Understanding our Group

Business Services

Group Functions

Regional & Business DiversityUK FranchiseInternational Growth Business

Global Banking and Markets

Global Transaction Services Wealth Management

UK Retail Banking

UK Commercial Banking UK Corporate Banking

Insurance

Citizens Financial Group Ulster Bank

CustomersCustomers

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Business Services : Who are we?

Business Services

Property

Technology

Services

Operations

Security and Risk

Sourcing and

Vendor

Management

Total:

FTE: 55,000

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Group Operations India : Our Hubs, Size and Scale

Gurgaon

Mumbai

Chennai

Mumbai Chennai Gurgaon

FTEs (5,719)

GTS

Operations

Retail and

Commercial

Operations

GBM

Operations

Shared

Services

KPO

COO

Reconciliations Cash and Payments

Trade Operations

Insourcing

Process Management

Compliance Shared Services

Trade Operations

Operations Control

Contact Centre Debt Management and Fraud Ops

Operations Control

Retail Services Operations

Consumer and Commercial Ops

Mortgages

Contact Centre

Retail Services Operations

Consumer and Commercial

Operations

Securities Operation

Derivatives Operations

Fixed Income Operations

Equity Operations

Reference Data Mgmt

Treasury Operations

Credit Administration

Reconciliations and Investigations

Finance Shared Services

Technology Shared Services

Information Security

HR Shared Services

Finance Shared Services

Technology Shared Services

Information Security

Sourcing Analytics

GTS Analytics

Equity Research and Production

Corp. Finance Analytics Group

Human Capital

Technology

Workouts and Quality

Corporate Communications

Business Continuity Mgmt

Operational Risk Management

Finance

Human Capital

Technology

Workouts and Quality

Finance

Business Continuity Mgmt

Operational Risk Management

Human Capital

Technology

Workouts and Quality

Finance

Business Continuity Mgmt

Operational Risk Management

Enabling

Strategy

Client Engagement

Project Delivery and Change Mgmt.

Service Management

Project Delivery and Change Mgmt.

Service Management

Program Management Office

Project Delivery and Change Mgmt.

Service ManagementCE & OSAC

1,153 3,302 1,264

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Our People

Headcount Trend Qualifications

Since inception in 2001, our staff base has grown at an average rate of 90% per annum

Our competitive advantage is the highly skilled and motivated specialists across various domains

The first two Supervisory Analysts from India are from GOI

More than 135 CDCS trained staff

Opportunity to pursue higher education courses through ACE Advantage program

Strong talent watch programme. Attrition at rates much lower than industry average

882

1978

2926

3851

45 56

5807

22 5

57 19

0

100 0

2000

300 0

400 0

500 0

600 0

Dec '02 Dec '03 Dec '04 Dec '05 Dec '06 Dec '07 Dec '08 Sep '09Period

Head

cou

n

Graduates

66%

Post-Graduates30%

Others

4%

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GBM Operations

Services :

Equity Operations

Credit & Rates

Treasury & Reconciliations Operations

Banking Operations

Reference Data Management

GBM Domestic Operations

Change Management

Business Management

Products Covered :

Interest Rate Derivatives

Credit Derivatives

Credit Default Swaps

Inflation Swaps

Cash Fixed Income

Repo

Precious Metals & Unit Trusts

Cash Equity

Equity Finance,

GEDD & PIP Products

Syndicated & Bilateral Loans

FX

Money market

FX Options

People : 700+

Location : Mumbai / Chennai across 5 offices

Locations supported : Amsterdam, London,

Chicago, Hong Kong, Singapore, Melbourne.

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Global Transaction Services Operations

Services :

Trade Operations

Cash & Payment Operations

Insourced Operations

Investigations & Reconciliations

Account Services & Account Facilitation

Transaction Surveillance

Business Analysis, Acceptance Testing & Support

Products Covered :

Letters of Credit

Collections

Guarantees & SBLCs

Trade Financing

Electronic & Manual Payments

Cashpool

People : 2000+

Location : Chennai / Gurgaon across 3 offices

Countries supported : 30

Scale & Complexity :

Largest Trade Operations shop in a single location

Daily payment txns Value GBP 125 bln

90 bln USD CLS settlements daily

7.5 mio reconciliation entries p.m.

Global re-platforming projects

Training for GTS units globally

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Retail and Commercial Operations

Services :

Equity Operations

Retail Operations

Corporate & Specialist Services

Debt Management & Fraud Operations

Contact Centre

Card Operations

Products Covered :

Mortgages

Asset Products - Loans

Liability Products Deposits

Wealth Products

Account Services

Audit Letters

Excess Management

Recovery management

Credit cards

Van Gogh preferred banking

Service quality centre

People : 1800+

Location : Gurgaon / Chennai / Mumbai

Supported : UK, US, India, UAE, Asia

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Knowledge Process Offshoring

Services :

GBM Analytics

GBM Risk Analytics

GTS Analytics

Global Production Services

Business Services Analytics

Highlights :

Analysts have contributed to landmark deals globally.

July 2008: Schaeffler`s takeover of Continental AG (Euro12.1

billion), where the GBM Analytics team identified potential

targets & prepared valuation models & a pitchbook

February2008: IPO of TGK 13 (USD469 million), where theteam provided weekly CCA/CTA updates & weekly

newsletters on the Russian power sector

February2007: Suzlon Energy's strategic acquisition ofREpower (Euro1.3 billion), where the GBM Analytics team

prepared valuation models & a pitchbook

Research publication support - RBS Equities globally

Support 11 countries for RBS Equities

Handle 60% of global research volumes

People : 55+

Location : Mumbai

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Finance Shared Services

Services :

Country Finance

Global MIS Delivery

Procure to Pay

Intercompany Reconciliations

Highlights :

Report Global Markets revenues on daily basis to

900+ users in 50+ countries

Every month Inter Company reconciles 330000 lines

across 350+ entities with gross value of GBP2.3trillion

Product, Client, Cost & Capital Adequacy data

sourced from 350+ entities in 50+ countries to

maintain central

data warehouses

Business performance & Decision making support for

UK, NL, Germany, Austria & France of GBP1.5

billion

Global Management Reporting Systems support to

800+ users in Hyperion, Essbase & FDM

People : 350+

Location : Mumbai & Chennai

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Thank You !

Questions ?