Yulia Chupina Strategy 2020: status - Sberbank
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Yulia Chupina Strategy 2020: status
The banking markets are growing slightly faster than was planned
in Strategy 2020
Loans, portfolio growth, % Deposits and current accounts, portfolio growth, %
Retail customers Corporate customers Retail customers Corporate customers
22.4 12.4 9.5 18.0
18-19
6-8
8-9 8-10
4-5
12-14 5-7 5-7
2018 2019E 2020F 2018 2019E 2020F 2018 2019E 2020F 2018 2019E 2020F
Above Strategy 2020 In line with Strategy In line with Strategy Above Strategy 2020
expectations 2020 expectations 2020 expectations expectations
We are delivering on key priorities of Strategy 2020 Best customer experience and Technological People with Financial ecosystem leadership new skills performance
We are delivering on key priorities of Strategy 2020
Best customer
experience and Technological People with Financial
ecosystem leadership new skills performance
Finance for retail
and corporate
customers
Other areas of
customers’ lives
We maintain shares in the key banking markets – slightly behind
the objectives of the Strategy on retail funds and corporate loans
XX Strategy 2020 goals
Loans Funds
Sberbank's shares in the key markets
RETAIL CORPORATE
46%
45%
44%
46%
32% 33% 31% 35%
41% 41%
40% 42% 21% 20%
23% 24%
2017 2018 Oct 2017 2018 Oct
2019 2019
95,4 million active customers 2,5 million active customers
+6 million new active customers since the Strategy launch +0,5 million new active customers since
mostly in youth and mass segments the Strategy launch
In 2019, we launched a large number of unique services for
individuals...
2019 THE LIST IS NON-EXHAUSTIVE
Loan products Accounts and cards Payments, transfers and services
Credit decision1 in 2 minutes, up to 1 million active digital cards Payments by QR code (max purchase
RUB 300 thousand without 2-NDFL - 1 million rubles at Harley
Online card activation Davidson)
POS loans in online shops (Beru.ru
etc) «Green Street» Cross-border transfers (~10 countries)
0-fields questionnaire for payroll Chat bot solves ~40% of customer requests
clients and handles 42% of calls to the UDCC
«How are you doing it? It’s fantastic,
Real estate showcase at DomClick kind of magic. There’s no card issued,
(MAU ~ 4 million) but you can already pay with it»
UDCC won European
Contact Center and
Customer Care Awards
1 – consumer loan, loan opportunity
... and for corporate clients
2019 THE LIST IS NON-EXHAUSTIVE
Loan products Transaction products Services
Financing of housing construction with Online business registration and account The "My Business" service for the self-
escrow accounts opening employed (33+ thousand registered)
Online loan for small and micro Digital and travel business cards Chat bot and service via WhatsApp
business (money in the account in 10
minutes) Express VAT/excise refund (in 7 vs. 180
days)
best transactional bank
for business in the CEE
We've created the best digital channels on the market with the
highest customer engagement
Retail Corporate
DAU/MAU app, % MAU app+web (mln) DAU/MAU app, % MAU app+web (mln LE)
58
50 1.9
40 1.7
1.4
38% 42%
33% 33% 31% 56% 49% 50%
40% >40%
2017 2018 Oct 19 Competitors 2017 2018 Oct 19 Competitors
43% of sales in digital, 83% of services are digital 49% of sales in digital, ~100% of services are digital
Personalized mob. app (SBOL):tips, Mob. app relaunch (SBBOL): new digital
recommendations experience, non-financial services
The World’s best consumer digital banks 2019
SOURCE: App AnnieWe create new incentives to “enter Sberbank” in physical channels
Incentives
to enter
Sberbank
Financial needs Non-financial needs
6 incentives +11 new incentives
90% of operations
Deposit Cash / FX
Loan Payment / transfer
Card Inquiry / problemNew physical network concept includes ecosystem
products
new network development
2019 concept approved
Customer flow, mn people
Support of the customer flow in the network by
58 YoY virtue of customer onboarding in ecosystem and
cross-selling of ecosystem products
55
53 >10 ecosystem products «on the shelf»
-15%
examples
49 49 Replication in 10 RBs
48
49
Pilot in 11 RBs
43
Pilot in 15 branches
4Q17 1Q18 2Q18 3Q18 4Q18 1Q19 2Q19 3Q19Sberbank covers some of priority needs Needs not
covered Finance
Non-financial industries where
Sberbank’s subsidiaries are active
Government services Education
End of 2018
Real estate Health
Home security
Mortgage
Renovation and Drug stores
maintainance
Consumer Purchase/ rent
real estate
Furniture and decoration Education Medical services
Hotels Culture and leisure Travel and
goods Insurance
Insurance leisure
Games
Clothes Car insurance
Cars and gas
Retail payments
Retail deposits Media
Restaurants
Social services
Electronics
Passenger
transport
Fin. Wealth management Food Retail client Tourism
Telecom
E-Utilities E-Government Telecom
services Consumer loans
Corporate client
HR services
Capital markets Legal services
Logistics
Corporate Brokerage Accounting
banking services Purchase/rent
commercial real estate Advertising and PR B2B other
B2B marketplace
Production Consulting
Software and apps
Data and cloud services development
Corp. payments Auctions
Leasing
Business
travel Business
Construction administration Business services
* Addressable revenue pool, list of needs is non-exhaustive
SOURCE: McKinsey methodology, IHS World Industry ServiceSberbank covers most of priority needs Needs not
covered Finance
Non-financial industries where
Sberbank’s subsidiaries are active
Government services Education
End of 2019
Real estate Health
Home security
Mortgage
Renovation and Drug stores
maintainance
Consumer Purchase/ rent
real estate
Furniture and decoration Education Medical services
Hotels Culture and leisure Travel and
goods Insurance
Insurance leisure
Games
Clothes Car insurance
Cars and gas
Retail payments
Retail deposits Media
Restaurants
Social services
Electronics
Passenger
transport
Fin. Wealth management Food Retail client Tourism
Telecom
E-Utilities E-Government Telecom
services Consumer loans
Corporate client
HR services
Capital markets Legal services
Logistics
Corporate Brokerage Accounting
banking services Purchase/rent
commercial real estate B2B other
B2B marketplace Advertising and PR
Production Consulting
Software and apps
Data and cloud services development
Corp. payments Auctions
Leasing
Business
travel Business
Construction administration Business services
* Addressable revenue pool, list of needs is non-exhaustive
SOURCE: McKinsey methodology, IHS World Industry ServiceFlagship ecosystem products take strong positions in their markets
SuperCheck
Online – eCommerce
to – Offline with Yandex
with mail.ru
Rambler/news
Entertainment
with Rambler66 bn usd ~2 bn usd1
Equity Total investments in
(3q 2019) ecosystem
1. As of 01.12.2019We are delivering on key priorities of Strategy 2020
Best customer
experience and Technological People with Financial
ecosystem leadership new skills performance
New platform
Security
AI transformation
InnovationsNew platform – breakthrough in 2019 -
first launches and first results NEW
new initiative
First launches on the platform Results
Available to all SBOL customers
EFS 21 business services (e.g. request for debit/credit card) 50% less code
46 tech services Omnichannel
8 product factories until the end of 2019 x 7 times Time to market
PPRB
81 tech services 1msec
Up to
Real time system
interaction
Data 500+ subscriptions (data supermarket – access to
factory data for business users)
99.99 Reliability
>80% of new requests for cloud infrastructure
Cloud
NEW SberCloud commercial launch
100% Components available
for reuse (parallel
development, Open
Source)Cybersecurity - we ensure the safety of funds and customer data
>2 thousand attacks in the first half of 2019
96% efficiency of fraud monitoring system -
one of the best indicators in the world
67 bn rub of customer funds saved for the
period 2018-2019AI-transformation also shows first practical results
NEW
new initiative
Effects
~40% of individual customer requests are processed
by a chat bot
In the Bank's
products/processes ~100 bn rub volume of loans issued through the K7M ~$1bn Expected effect
in 2020
process
Infrastructure
Target platforms (e.g. NLP, Speech Analytics,
biometrics etc.) 8 platforms
Launched into
commercial use
AI products AI Cloud based on supercomputer Kristofari
NEW (29th in the world)
Sberbank appointed an AI
Sberbank took part in development of The National AI Competence Center in Russia
AI for the State Strategy approved by President of RF
NEW
AI Journey – top 5 world AI conference (by audience)We are delivering on key priorities of Strategy 2020
Best customer
experience and Technological People with Financial
ecosystem leadership new skills performance
HR and culture
Teams instead of
hierarchy
New capabilitiesKey metrics in HR and culture are in line with Strategy 2020
goals
Top-employer
Tools and Share of mobile services
Employee journey Staffing level (MASS & IT)
Turnover technologies AI in HR-processes, HR-analytics
NPS Processes and % less paper in processes
Leader Protection transactions HR share in Sberbank, %
Turnover Strategy 2020 people
School 21 Number of students
new Design school Number of graduates
Engagement
Culture Kurs Number of system users
ENPS
HR platform TTM (old & new)Transition to Agile has been completed in Sberbank –
the next priority is subsidiaries
22.7 thousand people in Agile
Production process
Sbergile 1.0 Sbergile 2.0 Sbergile 3.0 x2 number of releases per year
100%
90% implementations in DevOps
98%
Transparency
~100% of tribes covered by real-time
54% monitoring
49%
Agile practice
>25% squads are assessed to be on an
average to high maturity level
Sept Jan Jun Nov Dec
2016 2018 2018 2019 2019We are significantly downsizing RUN functions and building up
new capabilities
Projected headcount dynamics until 2019, thousand people
RUN
290 +15% performance improvement in
RUN functions
~275
~30
~15
NEW INITIATIVES
• IT / development
• ecosystem
• new products
End RUN New 2019E • Data Science
2017 change initiativesWe are delivering on key priorities of Strategy 2020 Best customer experience and Technological People with Financial ecosystem leadership new skills performance
We are delivering on key financial metrics of Strategy 2020
ROE NET INCOME DIVIDENDS
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