Retail banking in a digital world - ICICI Bank · PDF fileRetail banking in a digital world...
Transcript of Retail banking in a digital world - ICICI Bank · PDF fileRetail banking in a digital world...
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Retail banking in a digital world
May 2016
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Certain statements in these slides are forward-looking statements.
These statements are based on management's current expectations and
are subject to uncertainty and changes in circumstances. Actual results
may differ materially from those included in these statements due to a
variety of factors. More information about these factors is contained in
ICICI Bank's filings with the US Securities and Exchange Commission.
All financial and other information in these slides, other than financial
and other information for specific subsidiaries where specifically
mentioned, is on an unconsolidated basis for ICICI Bank Limited only
unless specifically stated to be on a consolidated basis for ICICI Bank
Limited and its subsidiaries. Please also refer to the statement of
unconsolidated, consolidated and segmental results required by Indian
regulations that has, along with these slides, been filed with the stock
exchanges in India where ICICI Bank’s equity shares are listed and with
the New York Stock Exchange and the US Securities and Exchange
Commission, and is available on our website www.icicibank.com
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ICICI Bank: strong retail & rural franchise1
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ICICI Bank: leadership in technology2
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ICICI Bank: strong retail & rural franchise1
ICICI Bank: leadership in technology2
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Strong retail franchise
Healthy
growth in
fee
income
Sustained
growth in
granular
deposits
Robust
loan
portfolio
growth
Low
delinquencies
and NPAs
The Bank continues to scale up its retail business and
invest in strengthening the franchise & distribution
infrastructure
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Extensive geographical presence
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Significant investments made in distribution
~52% of branches in semi-
urban and rural areas
Supplemented by
13,766 ATMs; continuing to
invest in ATMs
Branch network
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Strong retail deposit franchise
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Significant improvement in funding profile
• ~21% CAGR in CASA
deposits since Mar 2009
• Retail deposits as % of
domestic deposits increased
from ~50% at Mar 2009 to
~76% at Mar 2016
Driven by continuous investments in physical and
technological infrastructure
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Robust portfolio growth (1/2)
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Secured retail lending driving over 20% growth
• Retail segment
constitutes ~47% of
the total loan book
• ~20% CAGR in retail
loans since Mar 2012
Mar 2015 Mar 2016
Home loans
Mar 2015 Mar 2016
Auto loans
Focus on increasing branch-based sourcing of loans
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Robust portfolio growth (2/2)
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Strong growth in unsecured personal loans & credit cards
Mar 2015 Mar 2016
Personal loans
Mar 2015 Mar 2016
Credit cards
~70% of incremental unsecured lending to existing customers
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Significant presence in rural & semi-urban markets
Network
Branches
Gramin branches
BCs1
& CSPs2
Partner linkages
2,294 branches in rural & semi-urban markets
Focus on rural business (1/2)
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1. BCs: Business correspondents
2. CSPs: Customer service points
Approach to
lending
Selective geographical
approach
Collateral based
lending
Granular portfolio
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Diverse product suite & granular lending
Continue to focus on growth while monitoring risks
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Key products include loans against gold jewelry, farm
equipment loans, kisan credit cards, agri term loans and
loans to Self Help Groups (SHG)
Portfolio contributes~15%
to retail loans
~25% y-o-y growth at March
31, 2016
Focus on rural business (2/2)
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Sustained momentum in fees
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Retail fees now almost two-thirds of total fees
• Focus on cross-sell of third
party products to existing
customers
• Leadership in distribution of
insurance
• Large mutual fund
distribution
Growth in retail banking expected to continue to drive increase
in overall fees
Current share of fees
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Retail asset quality
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Low delinquencies and NPAs
Delinquency levels indicate no signs of stress in the retail
portfolio
Analytics used for credit decisions
Substantial improvement in credit infrastructure
• Established credit bureaus with extensive database
• Increased customer awareness
Focus on lending to existing customers
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ICICI Bank: strong retail & rural franchise1
ICICI Bank: leadership in technology2
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ICICI Bank has always been a pioneer in bringing
technology-enabled products & services to customers
We are focusing on leveraging the three key
transformational trends in technology – mobility,
digitization and rapid growth of social media
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Leverage technology & digitization to:
Grow retail banking at a pace faster than
market
Build platforms & services for emerging
India
Personalise experience & services for
customers
To be the best in class in retail banking
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Our strategic objective
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Leadership in technology
Digitizing
channels
Digitizing
experience
Digitizing
core
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Focus on analytics across areas to improve productivity &
efficiency
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Digitizing Channels
Apps SocialInternet
Leadership in technology
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Digitizing channels
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Then Now
Mobile
Social
Web
Pockets
Over 60% of total transactions by savings account customers
through new-age digital channels
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Best-in-class mobile application
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Over 70 million transactions done though mobile banking in
FY2016
More than 150 services
Industry first features:
Favourites for faster transactions
Chat services & authenticated
call
Rail ticket booking
Touch ID Login & Watch Banking
Forex purchases
Only Bank to offer insta-banking
facility on mobile
iMobile
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Internet banking
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• One of the largest bouquet of
seamless services
• Online dashboard - ‘My View’
• Investment management & tax
services tools
• ~18 million visitors monthly
• Transactions of over ` 2 trillion
processed annually
• Unique features – quick
checkout, live assistance, IRCTC
ticketing
Refreshed & intuitive website
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High digital penetration1
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Digital InternetPo
rtfo
lio
2
Lo
g-in
freq
uen
cy
pe
r m
on
th
3
1. As per a Global Benchmark Study conducted featuring over 100 top banks around the world
3,4 4 4 443,4
3,4 4 4 443,4
2. Percentage of customers active on digital channels
3. IN: India
4. UQ: upper quartile
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Banking services on social media
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First bank in Asia to launch Facebook Banking
• Introduced transfer of funds on Twitter
• Secure service on ICICI servers
• Other facilities: telecom bill payments &
recharges, fixed deposits and e-statements
• Hash-tags used for transactions: #pay, #reg,
#topup, #ibal
First bank in Asia & second globally to launch Twitter
Banking
• Financial transactions on Facebook
• Only bank to offer NRI remittance through
• Highest fan base among banks: over 4.7
million
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Comprehensive digital wallet: Pockets
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Over 3.6 million downloads; significant interest from non-ICICI
Bank users
• India’s First Digital Bank
• Innovation in payments, banking and
shopping
• Sending money through SMS, Email,
WhatsApp, Google+
• Non banking features such as movie tickets,
split bills, gift vouchers
•Amongst the top 4 wallet apps in terms of
time spent on the app1
•Only bank app to figure in the top wallet apps
1. As per Nielsen Whitepaper on Wallets
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Comprehensive digital wallet: Pockets
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Unique industry first features of Pockets
• mVisa launched on debit cards for
enabling in-store payments by just
scanning a QR code using the
customers mobile phone camera
• mVisa upgrade in Pockets app
released for existing debit
cardholders
• Contactless mobile payment
solutions which dematerialises
credit and debit cards using
smartphones
• Active across over 60,000
merchants
mVisa
Touch & Pay
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Digitizing the experience
Payments InclusionAutomation
Leadership in technology
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Digitizing experience
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Then Now
Payment solutions
Smart vaultTouch Banking
Innovative inclusionInstant credit
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Automation of transactions (1/2)
First bank in India to launch 24x7 fully automated
branches
• 110 Touch Banking branches, across 33
cities in India
• Services include ATM in the branch,
insta-banking kiosk, cash acceptor
machines, video call facility
• Over 1,300 Cash Acceptor/Recycler
device
• 516 Insta Banking / i-Interact Kiosk
• Offers 25 financial & non-financial
services
• Pre-staging of transactions by customers
through Insta-banking mobile app
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Automation of transactions (2/2)
Automation across areas to improve customer experience
• Forms with pre-populated
customer details
• Digitization of service requests
• Updation of e-mail ID through SMS
• Deliverable management portal
• 24x7 Automated Locker
• State of the art robotic technology
• Hi-tech security system & multi-
level checks
• Example of ‘Make in India’: ~80%
Indian components
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Growing payments franchise
Credit cards
Debit cards
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Payment solutions (1/2)
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First bank in India to launch contactless debit/credit cards
•Comprehensive roll-out plan being implemented
for developing terminal eco-system & issuing
cards across India
1. Radio frequency identification
First bank in India to launch transit card solutions
for metro & bus transport
• Transit Metro solutions
• More than 115,000 cards issued (Credit & Debit Cards) with NFC1
metro smart card chip & auto-top up facility
• Easy recharge using SMS/internet
• Solutions for road transport
• Prepaid cards with dual wallet (RFID2
chip & magnetic chip)
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Payment solutions (2/2)
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India’s first bank to implement interoperable electronic toll
collection
1. Radio frequency identification
• Prepaid RFID1
tags for vehicles for
electronic toll collection
• Developed central clearing house to
process the toll payments
• Implemented on over 300 toll plazas
including Mumbai-Delhi & Mumbai-
Chennai corridors
• Mandate received for National
Highways
The Bank worked closely with National Payments Corporation
of India (NPCI) for the launch of the Unified Payment
Infrastructure (UPI)
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NRI services
First bank in India to provide mobile
remittance service; largest online presence
•Enabled instant transfers from US &
Canada
•24x7 toll free customer care accessible
from all geographies
•First bank to launch remittances
through Facebook
•Video banking, internet banking &
iMobile available for all services
•Only bank to offer online paperless
account opening for NRI customers in
the US
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Digital solutions for loan customers
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Towards paperless loans
• Express home loans
• India’s first fully online process for sanctioning home loans
• Online approval within eight working hours
• Loan relationships & real-time deliverables tracking
integrated in iMobile
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Innovations in financial inclusion
• Aadhaar integration for EBT1/DBT
2
• Mobile based remittance services
• Bank on wheels and micro ATMs
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Technology reducing the cost to serve a large and widespread
market
1. EBT: Electronic Benefit Transfers
2. DBT: Direct Benefit Transfers
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Leadership in technology
Digitizing the Core
Front
Office
Mid
Office
Back
Office
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Digitizing core
37
Then Now
Tab banking
OperationsVideo banking
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Digitizing sales
• KYC through scanned documents
• Demo videos for products and services
• Upsell of mutual funds & insurance
• Being introduced for loan products
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Over 4 million savings accounts sourced through Tab banking
With digitization, an account can be opened within a day as
against about four days earlier
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Mid office & back office
• Video banking app
• 24X7 face-to-face banking
• EFT cheques
• App-based cheque issuance
& image based cheque
processing
• Image-based processing of
documents
• OCR1
to reduce data entry &
error rates
• Automated processing
Branch services shifting to
customers’ mobilesDigitizing operations
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1. OCR: Optical Character recognition
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Focus on analytics
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Analytics to improve productivity
41
• Multi-channel lead capture,
assignment and fulfillment
• 360 degree view of customer profile,
sales trending and forecasting
• Online business analytics and reports
• Understanding micro markets and tailoring strategies
• Designing branch/ATM expansions across geographies
• Synchronizing central and local decision making
Geo-spatial mapping
CRM
Activity
Planning
Sales
Pipeline
Relationship
Mgmt
Sales
Forecast
Lead
Qualify
Guided
Selling
Content
Mgmt
Onboarding
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Investments being made in..
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Big Data Analytics
• Customer engagement
• Real time offers and information
enriched with geo tagging
• Customer service and fraud
prevention
• Real time failure reporting
• Transaction monitoring
• Campaigns
• Micro-segmentation and propensity
models
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Investments being made in..
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Real time consistent messaging across channels
Omni Channel Campaign Management
• Real time data feeds from multiple
systems
• Rules run on real time events and
historical behaviour based data
• Dissemination of messages uniformly
across channels
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In summary
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ICICI Bank has established a strong retail & rural franchise
Healthy growth in retail deposits
Driven by mortgage and auto loans
Focus on unsecured lending to existing customers
Significant scale-up in retail lending
Substantial expansion of physical footprint
Building a granular rural portfolio
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In summary
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Leveraging digital technology for profitable growth:
Automation of routine transactions
Digitizing core areas to improve efficiency &
performance
Analytics used to support all areas
Innovative products to improve experience
New age digital channels for customer convenience
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Thank you
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