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WOMEN IN FINANCIAL SERVICES 2020

women
in financial services 2020

                                                                3
WOMEN IN
FINANCIAL SERVICES 2020

 A PANORAMIC APPROACH
WOMEN IN FINANCIAL SERVICES 2020

FOREWORD
The financial services industry is finally making progress on gender         whole have a responsibility and opportunity to improve gender equality
balance in the workforce. Mindsets are shifting and, as a result of hard     in society more broadly.
work and commitment, progress is beginning to be reflected in the
numbers.                                                                     Recognizing the connections between these different stakeholders will
                                                                             become increasingly important as both the opportunities and pressures
But 20 percent representation of women on executive committees and           from each group grow. A handful of firms are starting to push the
23 percent on boards is not enough. There is still a long way to go to       boundaries by thinking in this way, but most are not there yet.
create an industry in which women have equal access to opportunity
and positive outcomes.                                                       In this report, we take a panoramic view of gender balance across
                                                                             all stakeholders. This new approach will lead to creative solutions in
The industry has made progress to date by focusing on the workforce.         defining an action plan, embed diversity and inclusion as part of the
This narrow viewpoint helped grab the low-hanging fruit. But what got        business strategy, and call for public commitment to gender equality.
us to where we are today will not get us to our ultimate destination.
                                                                             It will push the issue into the daily path of the CEO and executive
So we set out to answer: what will deliver the next wave of change as we     committee. And it will ultimately drive better business outcomes and the
enter a new decade?                                                          next wave of progress.

We believe the answer lies in recognizing that the workforce is not          We hope this work sparks discussion, debate, and, ultimately, change
the only stakeholder group to which a firm is accountable. There is at       across the industry.
least a $700 billion revenue opportunity from better serving women
as customers. Supervisors and shareholders are increasingly applying         Jessica Clempner, Principal, Financial Services
pressure on firms to embed stability and drive better returns through        Lead author, Women in Financial Services 2020
diversity and inclusion. And both individual firms and the industry as a     Ted Moynihan, Managing Partner, Financial Services

“We can see some improvement in the numbers, but we are just                 “Having a diverse workforce is not only the right thing to do, it’s a
 scratching the surface. There is a huge way to go to get to a place where    business imperative. You will lose the war for talent and business if this
 the financial services industry is gender equal.” – 			                      isn’t a top priority.” –
 Dame Jayne-Anne Gadhia, UK Government Women in Finance                       Stephanie Cohen, Chief Strategy Officer, Goldman Sachs
 Champion, CEO UK&I of Salesforce, Chair of Snoop
                                                                             “A holistic view of women is needed across customers, employees,
“If we rely on what we have today, we will get stuck. It was not easy to      shareholders, and all stakeholders – it is human.” –
 get to where we are today. To go further, we need to imagine something       Michael Cole-Fontayn, Chairman, Association for Financial Markets
 different.” – 						                                                         in Europe
 Jean-Laurent Bonnafé, CEO, BNP Paribas

                                                                                                                                                           1
CONTENTS

WOMEN IN        SERVING WOMEN   THE CANARY IN THE COAL
THE WORKFORCE   AS CUSTOMERS    MINE FOR SUPERVISORS

05              17              31
A PANORAMIC APPROACH

       42

                  CHANGE SOCIETY,
                  CHANGE YOURSELF

                  39

ACCELERATING CHANGE
AS SHAREHOLDERS

35
WOMEN IN FINANCIAL SERVICES 2020

4
WOMEN IN FINANCIAL SERVICES 2020

WOMEN IN THE
WORKFORCE
AUTHORS: JESSICA CLEMPNER, MICHELLE DAISLEY, ASTRID JAEKEL

                                                                                                5
WOMEN IN FINANCIAL SERVICES 2020

    Exhibit 1. REPRESENTATION OF WOMEN ON EXECUTIVE COMMITTEES AND BOARDS IN MAJOR FINANCIAL SERVICES FIRMS GLOBALLY (%)

    INCLUDES 468 COMPANIES ACROSS 37 COUNTRIES/JURISDICTIONS

           35

           30

           25
                                                                                                                            23%

                                                                                                                 20%
           20                                                                                            19%
                                                                                      17%
                                                                                              16%
           15                                                              14%
                                                       13%         13%
                          11%        11%
                                                                                                                                  ExCo
           10

                                                                                                                                  Boards

            5
                                                                                                                                  Interquartile
                                                                                                                                  range
                                                                                                                                  (25th to 75th
            0                                                                                                                     percentile)
                            2003                         2008                 2013               2016               2019

    % WOMEN           EXCO      BOARD              EXCO         BOARD    EXCO    BOARD      EXCO    BOARD      EXCO    BOARD

            =0         46          37               37           30      33          23     26          20     19          15

           >30          9          9                15           9       15          19     18          22     26          37

    Source: Oliver Wyman analysis of organization disclosures

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WOMEN IN FINANCIAL SERVICES 2020

When we wrote our first Women in Financial          LET’S START WITH THE                                BROADENING
Services report in 2014, the dialogue on gender     GOOD NEWS                                           FAMILY FLEXIBILITY
balance in the industry was still evolving. We                                                          Flexible work for all, not just women.
focused on bringing facts to bear, creating        “This is the first time we can say that things       Introducing shared, or in some cases equal,
an index to track representation of women           are really changing. Yes, the progress in the       parental leave, one of the major structural
in senior leadership. In our second report, in      numbers is too slow, but everyone is finally        imbalances in policy for men and women in
2016, we honed in on the crucial obstacle           getting impatient.” – Diony Lebot, Deputy           the workforce today.
standing in the way of progress for women:          CEO, Société Générale
the mid-career conflict.                                                                                SETTING CLEAR GOALS
                                                    The industry is making the fastest progress         Articulating gender-specific ambitions,
This year, in our third report, we have             on increasing the number of women in senior         measuring progress, and, for some, making
expanded our analysis to include more than          leadership roles since the start of our index in    public commitments to deliver against this.
460 firms, about 9,000 senior leaders, and          2003. We have reached 20 percent of women
37 countries and jurisdictions.1 We spoke to        on executive committees and 23 percent             “The recent change in mindset is very
over 100 senior executives across the industry.2    on boards. There are a growing number of            important. The old view in the industry
                                                    outperformers compared to this average:             that there should not be quotas has now
In this chapter, we share key observations from     26 percent of firms have more than 30 percent       completely changed. It is not a question
the 2019 index, while recognizing the need to       women at executive committee level, with this       of quotas but of setting KPIs, a question of
go beyond numbers. Diversity must go hand           number rising to 37 percent for boards.             becoming a top management priority and
in hand with creating a culture of inclusion and                                                        breaking old habits – it can no longer be
sense of belonging.                                 Many executives in the industry have felt the       overlooked.” – François Riahi, CEO, Natixis
                                                    shift in dialogue on gender in recent years.
                                                    It is no longer box-ticking; gender diversity       We should pause to reflect on the good
                                                    is now recognized as a strategic issue that         progress the industry and individual firms have
                                                    impacts business outcomes. We are seeing            made. Financial services is now outpacing
                                                    more creativity and commitment in attracting,       other industries in making change at the board
                                                    recruiting, and retaining women, with senior        level. In 2016, representation of women on
                                                    leadership starting to be held to account           financial services boards was 3 percentage
                                                    by linking results to remuneration. Tactical        points greater than for other industries. The
                                                    initiatives are starting to make a real change:     gap has continued to widen to 4 percentage
                                                                                                        points since then.3
                                                    STRENGTHENING INITIATIVES
                                                    Moving from one to “at least two” women            The senior time, attention, and commitment is
                                                    candidates on all recruitment/promotion            starting to pay off.
                                                    lists. Leadership programs at critical career
                                                    inflection points. Recognizing the importance
                                                    of genuine male-allyship.

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WOMEN IN FINANCIAL SERVICES 2020

    Exhibit 2. REPRESENTATION OF WOMEN ON EXECUTIVE COMMITTEES BY ROLE IN MAJOR FINANCIAL SERVICES FIRMS GLOBALLY (%)

    WOMEN ON EXECUTIVE COMMITTEES BY ROLE 2019 (%)                                      Change 2016-19    Average change
                                                                                                 (ppts)            (ppts)
                  CEO               6%                                                               -2                CEO

             Vice CEO                                16%                                            +4
                                                                                                                       COMMERCIAL
                                                                                                                +5     ROLES
       Business Lines                                           21%                                 +6

                  CTO                            13%                                                +3

               Finance                                 17%                                          +1

    Risk and Actuarial                                    19%                                       +3                 ROLES WITH LOWER
                                                                                                               +4      REPRESENTATION
              Strategy                                          21%                                 +7                 OF WOMEN

                  COO                                           21%                                 +8

                 Audit                                                25%                            -3

          Compliance                                                        34%                     +8

                 Legal                                                      35%                     +9                 ROLES WITH HIGHER
                                                                                                               +10     REPRESENTATION OF
            Marketing                                                             46%              +13                 WOMEN

                    HR                                                                    58%      +12

    Source: Oliver Wyman analysis of organization disclosures

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WOMEN IN FINANCIAL SERVICES 2020

THE BAD NEWS                                          outlier, struggling with gender balance at the      CULTURAL CHALLENGES
                                                      board level.                                        The industry has been grappling with gender
“We can’t have a first-class workforce                                                                    diversity for years, and as a result a lot of
 if we aren’t including 50 percent of                The geographic gap is not closing. Countries         the low-hanging fruit has been picked. Now
 the population.” – Ana Peralta, Board               that were leading in 2016 have continued to          comes the tough stuff: cultural change,
 member, BBVA                                        progress faster than average, while on the           tackling unconscious bias, and changing
                                                     whole the bottom quartile is stalling. Part of the   behaviors. As the issues get harder to address,
“The biggest untapped resource in the                gap can be attributed to different cultural norms    it will create greater differences of opinion
 marketplace is women.” – Sergio P. Ermotti,         across geographies, but a country's economic         on how (or whether) to solve them. The
 Group CEO, UBS Group AG                             health also plays a part.                            dialogue around gender diversity has already
                                                                                                          started to become more polarized. Some view
When you dig into the numbers, it becomes            “During the crisis in Greece, banks focused on       certain promotion policies as box-ticking
clear that there is still a lot of work to do. The    the big existential issues, and gender diversity    or anti-meritocratic. Others have reported
industry cannot afford to become complacent.          didn’t receive the attention that it should         concern that men may feel marginalized or
                                                      have. Diverse teams are better at anticipating      wary of mentoring women. If the industry is to
Most roles occupied by women on executive             risks and are more resilient during downturns.      progress, we need to address these challenges.
committees continue to be within corporate            Organizations need to attract talent, achieve
functions. There has been some improvement            gender balance, and put together diverse            DIGITIZATION
in the representation of women leading                teams so as to achieve the management               The lack of women in technology is becoming
revenue-generating businesses – those most            team’s highest capabilities.” – Pavlos Mylonas,     increasingly important to address as the
likely to provide the next generation of CEOs.        CEO, National Bank of Greece                        industry digitizes. In the future, many of the
But we are not seeing this change translate                                                               roles with the most impact on the industry
into the most senior position. Only 6 percent         As we look to the future, the industry is facing    and on customers will be digital. If we do not
of CEOs are women. Some still view placing            headwinds that could slow progress: the threat      recruit, train, and re-skill women accordingly,
a woman in this role as a riskier option, with        of an economic downturn, cultural issues            there will be a gap in the most influential
higher scrutiny and expectations.                     that are tough to solve, and the digitization of    positions. With automation, many of the
                                                      the industry.                                       front-line roles traditionally held by women
“Expectations to achieve great things                                                                     in branches and call centers are likely to
 are even higher for the woman                        ECONOMIC OUTLOOK                                    be endangered.
 CEO.” – Ruenvadee Suwanmongkol,                      As seen in Greece, economic turmoil could halt
 Secretary General, Securities and Exchange           progress, or even reverse it. If gender balance     “Digital disruption is bringing new ways of
 Commission, Thailand                                 is not core to a firm’s business strategy, it risks  working within banks. This offers unique
                                                      being deprioritized in the event of a downturn. opportunities to improve diversity within
The story for boards is no different, with only                                                            an organization through flexible working
9 percent of chair roles held by women.              “The numbers show we are getting better               arrangements.” – Piyush Gupta, CEO,
                                                      slowly, but it’s easy to forget that things can      DBS Group
Certain sectors within financial services             be worse again in a recession. Change is not
continue to lag. Banks and insurance firms            just in one direction.” – Alice Hu Wagner,
have failed to reach 20 percent executive             MD for Strategy, Economics, and Business
committee representation. Despite starting            Development, British Business Bank
with a blank slate, fintech has emerged as an

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WOMEN IN FINANCIAL SERVICES 2020

                                        Exhibit 3. REPRESENTATION OF WOMEN ON EXECUTIVE COMMITTEES
                                        IN MAJOR FINANCIAL SERVICES FIRMS BY COUNTRY/JURISDICTION (%)

                                         WOMEN ON EXECUTIVE COMMITTEES 2019 (%)                     Change 2016-19 (ppts)
                                                 Israel                                                       38%   +11
                                              Australia                                                 34%         +10
                                               Sweden                                                  33%           +3
                                                Finland                                                32%          +12
                                              Thailand                                                31%            +0
                                               Norway                                                31%             -2
                                               Canada                                               30%              +6
                                           South Africa                                             30%              +4
                                                   USA                                        26%                    +6
                                           Netherlands                                        25%                    +9
                                                Nigeria                                     24%                      +9
                                             Singapore                                     23%                       +3
                                             Colombia                                     22%                       +15
                                                 Spain                                    22%                       +11
                                                    UK                                20%                            +3
                                        Hong Kong SAR                                 20%                            +7
                                                France                                20%                            +6
                                         Global average                               20%                            +4
                                                Russia                               19%                             +2
                                                  India                             19%                              +8
                                              Portugal                             19%                               +5
                                             Indonesia                            18%                                +6
                                            Switzerland                          17%                                +10
                                                Poland                           16%                                 -1
                                              Germany                          15%                                   +5
                                              Denmark                         14%                                    +3
                                                Mexico                       13%                                     +7
                                                   Italy                    13%                                      -2
                                                   UAE                    11%                                        -2
                                                Turkey                    11%                                        -1
                                                Austria                  10%                                         -3
                                                 Brazil                  10%                                         +1
                                                Greece              6%                                               +2
                                                Kuwait             6%                                                +1
                                                China*            5%                                                 -3
                                                 Japan           5%                                                  +3
                                           South Korea          4%                                                    0
                                           Saudi Arabia         4%                                                    0

                                        * Excluding Hong Kong SAR
                                        Source: Oliver Wyman analysis of organization disclosures

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WOMEN IN FINANCIAL SERVICES 2020

Exhibit 4. REPRESENTATION OF WOMEN IN LEADERSHIP IN MAJOR FINANCIAL SERVICES FIRMS GLOBALLY, BY SECTOR (%)

 WOMEN ON EXECUTIVE COMMITTEES 2019 (%)                      Change 2016-19 (ppts)       WOMEN ON BOARDS 2019 (%)                                     Change 2016-19 (ppts)

          Payments                                                         34% +13                    Payments                                              22%             +1
       Public sector                                          25%                 +4               Public sector                                                  25%       +3
 Asset management                                            24%                  +5        Asset management                                                        26%     +7
     FinTech banks                                      21%                      n/a             FinTech banks                               14%                           n/a
         Exchanges                                     20%                        +6                 Exchanges                                             21%              +6
          Insurance                                  18%                          +4                  Insurance                                               24%           +4
              Banks                                  18%                          +4                      Banks                                              23%            +5
  FinTech payments                                   18%                         n/a         FinTech payments                                                    24%       n/a

Note: Payments data includes a small number of key global players (Visa, Amex, Mastercard, Paypal) that have made significant progress. This may not reflect the industry as a
whole, which is dispersed across the banking sector. No data was collected on FinTech banks and FinTech payments prior to 2019, as companies included in the sample are recent.
Source: Oliver Wyman analysis of organization disclosures

STRUCTURAL                                                  THE MIDCAREER GAP                                         ‘effective.’ When you look at what you
CHALLENGES                                                 “The issues surrounding gender equality                     judge to be the behavior that belongs to
TO DIVERSITY                                                increase as you go up the pyramid, and you                 the perfect leader, that behavior often is
                                                            can pinpoint maternity. Naming maternity                   associated with men.” – Sylvia Butzke, COO
In our interviews with senior executives, we                leave ‘leave’ is already counterproductive                 Investments, PGGM
heard that many firms continue to face the                  and shows the gender biases that are so
same challenges. The midcareer conflict,                    embedded. We need to tackle the conscious                 “We haven’t seen any data indicating that
where the cost and benefits of a career in                  and unconscious side.” – Luisa Gomez Bravo,                men overall outperform women in the
financial services can seem to be out of                    Global Head of Corporate & Investment                      workplace, suggesting that gender biases in
balance, remains. Addressing unconscious                    Banking, BBVA                                              evaluation, hiring, and promotion processes
bias in promotion is still a challenge, and                                                                            remain. We need to focus on these areas and
firms are grappling with how to shift cultural             “Whilst you can promote senior, prominent                   hold managers accountable for creating an
expectations to embed flexible working.                     women, the difficulty can often be further                 inclusive work environment.” – Samantha
                                                            down the organization where there is affinity              Saperstein, Head of Women on the Move, J.P.
“It is not low-hanging fruit anymore. It is the             bias which permeates but which is often                    Morgan Chase
 tough stuff. Going forward, we must be laser               invisible to senior management, and very
 focused so we can continue to move the                     challenging to address.” – Richard Lacaille,               FLEXIBILITY
 needle for women.” – Holly O’Neill, Chief                  Global Chief Investment Officer, State Street             “In many companies, flexibility continues to
 Client Care Executive and Head of Consumer                 Global Advisors                                            be a source of social embarrassment in the
 Client Services, Bank of America                                                                                      workplace, when it should be normalized.
                                                            PROMOTION                                                  This cannot happen unless senior leaders
                                                           “I think there is a lot of unconscious bias                 and men do it as well.” – Euan Munro, CEO,
                                                            when judging someone’s behavior as                         Aviva Investors

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WOMEN IN FINANCIAL SERVICES 2020

     IS 30 PERCENT REALLY GOING
     TO BE A TIPPING POINT?

     Thirty percent representation is widely thought to
     be the point at which any minority group reaches
     critical mass and becomes influential. Research
     has shown that this is the tipping point to start
     shifting culture and inclusion.

     However, the 30 percent target has become
     so ingrained in the industry’s lexicon that it
     risks being interpreted as the point at which
     gender diversity will “fix” itself through natural
     momentum and achieve a balance.

     We have seen that this is not the case. Firms with
     more than 30 percent representation on executive
     committees in 2016 have not had better or
     worse progression in gender balance than other
     firms – in fact, many have moved backward.

     As the industry starts to creep towards this target,
     we need to make sure the goals are redefined and
     that momentum is not lost.

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WOMEN IN FINANCIAL SERVICES 2020

THE DIVERSITY OF                                       Some firms design and analyze their employee
INDIVIDUAL EXPERIENCES                                 engagement surveys by different minority
IN FINANCIAL SERVICES                                  groups to understand the specific biases that
                                                       exist within their business. This can help to
 Of course, the experience of one woman is             identify trends in the experiences of each
 not the same as another woman. Individual             minority group.
 experiences are shaped by the intersection
 of race, ethnicity, gender, sexual orientation,       Employee resource networks, supported and
 socio-economics, age, physical abilities, and         advocated by senior leaders, are well known to
 more.                                                 help foster a sense of community and provide
                                                       effective channels of communication. And
 Just as financial services products can default       education can make this topic easier to talk
 towards men, gender initiatives that do not           about in the workplace.
 consider other aspects of diversity can also
 default towards women from majority groups.           When it comes to gender, firms should now be
                                                       actively considering the diversity of women’s
“Intersectionality is where the richness of            experiences. When launching a new gender
 the debate is coming from. What you are               initiative, this means asking the questions:
 experiencing is a multitude of things. A white        how will this impact women of color? Women
 woman's experience is not the same as what            in the LGBTQ community? Women from
 an ethnic or black woman is experiencing,             different socio-economic backgrounds?
 for example.” – Vandana Siney, Group
 CCO, Barclays                                         Doing so will broaden gender initiatives and
                                                       help them to become more inclusive of the
The challenges of addressing intersectionality         whole business, as well as fostering a sense of
are clear: talking about the range of identities       belonging. In addition to ethical authenticity,
in the work place is hard, there can be a lack         people are more productive when they can be
of psychological safety, and data collection is        themselves.
much more complex than for gender.
                                                      “The existing picture is a result of insufficient
 So, what can help to address these challenges?        attention having been paid to the topic,
                                                       particularly in the pipeline for senior roles.
 Firstly, in the countries where this is permitted,    You need to diversify your pipeline at every
 gathering the data, setting targets, and              level and need a wider talent pool to recruit
 measuring against them is critical. For               from.” – Sandra Kerr CBE, Race Equality
 example, there have been calls for disclosure         Director, BITC
 and pay reporting on race and ethnicity
 in certain countries. Looking at data more
 granularly can reveal skews, such as the
 underrepresentation of black women and men
 in senior positions in UK financial services.

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WOMEN IN FINANCIAL SERVICES 2020

                                        WHERE IS THE                                         Other innovative players have cast the net
                                        CUTTING EDGE?                                        outside financial services to recruit women
                                                                                             leaders from other industries. Doing so
                                        The financial services industry needs to             can accelerate transformation but requires
                                        continue to pull all levers available to improve     commitment to set up these individuals for
                                        gender balance for all women. This includes          success. This means more than just training
                                        strengthening existing initiatives, broadening       and planning. Support networks and vocal
                                        family flexibility, and setting clear goals. From    advocacy (both internally and externally) can
                                        our interviews with senior executives, we have       have a real impact.
                                        found three cutting-edge ways in which firms
                                        can learn from others and add new ideas to the       Where targets have been reached, some
                                        existing toolkit.                                    leaders have responded by raising their
                                                                                             aspirations. They recognize that we must
                                        “It is fundamental to increase women's               redefine the ambition as we progress.
                                         representation in leadership in order to view
                                         things from different perspectives and find        “We need sponsors that support women
                                         innovative solutions.” – 		                         powerfully, with conviction and without
                                         Gilson Finkelsztain, CEO , B3                       any preconceived bias. This is how we
                                                                                             will encourage more women into top
                                        1. DIVERSITY: JUMPSTARTING                           positions.” – Debbie Crosbie, CEO, TSB
                                        THE CHANGE FOR LEADERSHIP
                                         As gender-based targets for senior leadership      “As an industry, we cannot live with such a
                                         become the norm, firms are starting to              discrepancy between the company’s overall
                                         explicitly set those targets at a more granular     population and the most senior circles of the
                                         level in the organization – for middle              company.” – Jacques Ripoll, CEO, CACIB
                                         management and for specific roles, including
                                         commercial ones. These firms recognize that        “The industry is focusing on tactical solutions,
                                         getting women into the top CEO role requires        and it helps. It is now about understanding
                                         the board’s commitment and conviction,              the root cause and how we fix it for the long
                                         combined with proactive succession planning         term. We looked at what blocks women from
                                         and promotion.                                      progressing through the ranks and developed
                                                                                             new programs that provide focused support
                                         Some firms have found success with tailored         and one-on-one coaching.” – Diane S. Reyes,
                                         solutions to support programmatic activity,         Global General Manager and Head of
                                         detecting the biggest barriers each woman           Liquidity and Cash Management, HSBC
                                         faces and working to craft an individual
                                         solution. What works for one woman will not
                                         necessarily work for another.

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WOMEN IN FINANCIAL SERVICES 2020

 2. INCLUSION AND BELONGING:                          signalling during meetings. Tools and nudges        “If it is not measured, it is not getting
 MAKING IT HAPPEN                                     on how to listen, demonstrate empathy, and           done.” – Stephen Jones, CEO/ CIO,
 It is well understood that diversity alone is not    value others, all help to reward the right           Kames Capital
 enough. It must be supported by an inclusive         behaviors. And processes and structures
 culture that nurtures diversity of thought and       reinforce them.                                     “Treat gender equality as a business
 creates a sense of belonging. But changing                                                                opportunity. When it comes to business,
 behaviors is easier said than done.                 “There is no simple fix. To create an inclusive       you use metrics, so do the same with
                                                      culture, organizations need a range of options       gender diversity.” – Giovanna Gallì,
“Diversity is fundamental to an organization          to drive meaningful change and increase              Financial Services Practice EMEA Leader,
 where all employees don’t just feel included,        the diversity of their workforce. Collectively,      SpencerStuart
 they belong.” – James P. Gorman, Chairman            these initiatives will make people feel like
 and CEO, Morgan Stanley                              they are in a place where they want to be.” –       “It seems that a lot of discussion is focused
                                                      Charlotte Hogg, CEO, Visa Europe                     on finding a perfect metric or set of metrics,
“Everyone’s voice is important in the broader                                                              rather than considering what might be the
 conversation surrounding diversity and              “The leaders in the industry will be those            purpose of the exercise. It is much more
 inclusion. Unlocking the power of diversity is       who bring diversity and inclusion to every           effective to go for something simpler and more
 only possible when we are inclusive. Anyone          business discussion – when it’s embedded in          headline-worthy, like the gender pay gap, to
 who leads an organization or manages people          the business and very importantly embedded           provoke change.” – Sarah Bates, Chair, The
 needs to regard inclusion as a competency            in the growth strategy. It’s about how you           Diversity Project Charity
 and make greater effort to empower people to         take a great business and make it even
 make their differences matter.” – Laura Ahto,        better.” – Shelley O’Connor, Chairman and           “For me, inclusion is the most important
 COO, Asset Servicing, BNY Mellon                     CEO, Morgan Stanley Private Bank, National           topic – without it, nothing will change.
                                                      Association and Morgan Stanley Bank, N.A.            Measuring inclusion, that’s another matter. We
“A culture of inclusion is huge. It creates a                                                              understand the sentiment of our employees
 fundamental shift around that table. When a          3. MEASURING PROGRESS:                               through pulses, but putting a KPI on inclusion
 senior leader who is a man works at inclusion        FINDING THE RIGHT METRIC                             is a challenge.” – Samaa Al-Azzawi, Group
 or takes the initiative to mentor young women        BEYOND DIVERSITY                                     Head of Culture, Inclusion & Diversity, AXA
 or ethnic minorities, it creates fundamental         Senior leaders are wrestling with how to
 changes.” – Margaret Tahyar, Partner,                measure progress beyond diversity numbers.          “I am a great believer in metrics. But there are
 Davis Polk                                                                                                so many factors contributing to commercial
                                                     Setting targets and measuring success helps           success, trying to attribute this to diversity is
The firms that do this successfully find tactical    to drive better outcomes. Firms are now               something that is near impossible to build into
ways to embed inclusion in their DNA. This           starting to measure culture, as well as diversity.    a model.” – Madhabi Puri Buch, Whole Time
starts at the top, with leaders finding the          To do so effectively means tracking behaviors,        Member, SEBI
moments that matter to put new behaviors             attitudes, and what is driving them. It requires
into practice. This could range from finding the     real-time data instead of annual surveys to
high-profile projects that can help accelerate       provide actionable insight.
career progression, to vocal support and

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WOMEN IN FINANCIAL SERVICES 2020

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WOMEN IN FINANCIAL SERVICES 2020

SERVING WOMEN
AS CUSTOMERS
AUTHORS: CHAITRA CHANDRASEKHAR, JESSICA CLEMPNER,
MADELINE KREHER, MARIYA ROSBERG, ELIZABETH ST-ONGE

                                                                             17
WOMEN IN FINANCIAL SERVICES 2020

     >50%                                                                                                      When retired, women have

                                                                                                               30−40%
                         of women
     who purchase FS products
     Exhibit
     for their 5. THE GROWING
               corporations     ROLE OF WOMEN IN FINANCE AND THEIR UNMET NEEDS
                            express
     dissatisfaction with the gender                                                                           lower balances than men and
     balance of teams that serve them9                                                                         are more likely to be in poverty4

     CONTROL OF                         INCREASING                           RISE IN                        GROWING
     CONSUMER                           SHARE OF                             BUSINESS                       CORPORATE
     SPENDING                           WEALTH                               OWNERSHIP                      BUYING POWER

                    ⅔
                                                                                                            Globally

                                                                                                            12%
                                                                                                            of CFOs in
                    of global
                                                                                                            large-cap firms
                    household
                                                                                                            are women and
                    spending
                    is controlled
                    by women.1

                                                                                                                              34%
                                        40%
                                        of total global wealth
                                                                             40%
                                                                                                                              of CFOs in
                                                                                                                              mid-cap firms
                                                                                                                              are women.7,8
                                                                             of entrepreneurs around
                                        is now held by women.3
                                                                             the world are women.5

      Globally, women are

      25%             less confident
      in their financial acumen,
      compared to men.2
                                                                             Women entrepreneurs are

                                                                             30%
                                                                                                            >50%
                                                                                            less likely
                                                                             to have access to sufficient
                                        In retirement, women have                                                               of women
                                                                             funding for their businesses

                                        30−40%
                                                                                                            who purchase
                                                                             compared to men.6
                                                                                                            financial services products
                                                                                                            for their corporations express
                                        lower balances than men and                                         dissatisfaction with the gender
                                        are more likely to be in poverty.4                                  balance of teams that serve them.9

18
WOMEN IN FINANCIAL SERVICES 2020

Women are the single largest underserved            THE REVENUE
group of customers in financial services.           OPPORTUNITY FROM
Despite playing increasingly influential roles as   BETTER SERVING WOMEN
buyers, their needs consistently are not being      AS CUSTOMERS
met.
                                                    “We target women as customers because
“Globally, women are becoming more                   they represent half of the population. We do
 educated, economically independent, and             these things because they are commercially
 financially aware. Businesses must not ignore       smart.” – Brian Hartzer, CEO, Westpac
 them.” – Vishakha Mulye, Executive Director,
 ICICI Bank                                         We estimate that financial services firms
                                                    are missing at least a $700 billion revenue
The debate around serving women as                  opportunity each year by not fully meeting
customers in financial services has not yet         the needs of women customers. As we see
been fully explored. Although a few firms are       on the following page, these opportunities
advanced in this area, most remain relatively       come from a combination of new clients, new
narrowly focused on financial inclusion or on       products and services, and increased market
the well-trodden topics of the gaps in wealth       share.
and venture capital.
                                                    Despite being conservative and quantifying
 When we spoke to senior executives, we             only the areas where we believe there is
 heard some initial concern that treating           sufficient empirical evidence, we still found
 women differently from men could be at best        opportunities that represent 5 percent to
 unnecessary, and at worst reductive.               20 percent of the total revenue for each
                                                    financial services sector. This is already far
However, evidence shows that approaches             greater than the annual revenue of the largest
that may appear to be gender-neutral in fact        financial institutions globally.
default toward men’s needs and preferences.
There are unintentional blind spots in               It is only the start of what is possible; there
how the industry meets the needs of half             are undoubtedly many more ways in which
the population.                                      women’s financial services needs could be
                                                     better served. And the opportunities will
In a competitive world and in an era of the          continue to grow as women increasingly
experience economy, firms are shifting their         control more wealth, buying power, and
approaches to increase their connection with         financial decisions.
the client. While many factors lead to greater
client centricity, gender is an important
element. We believe there is significant
revenue uplift for those institutions that listen
to and understand their customers.

                                                                                                                                          19
WOMEN IN FINANCIAL SERVICES 2020

     Exhibit 6. WHAT IF… WOMEN WERE BETTER SERVED BY THE FINANCIAL SERVICES INDUSTRY?

     INSURANCE                                                                                                WEALTH AND ASSET
                                                                                                              MANAGEMENT

                                  Women are more                                                                                             Women invest more of their
                                  likely to be un- and                                                                                       wealth in cash than stocks
                                  under-insured than men.                                                                                    and bonds compared to men.

     What if…                                                                                                 What if…
     insurers sold life insurance to women at the                                                             wealth managers invested women’s wealth in
     same proportion of their income as men?                                                                  the same way as for men?

     ~$500                        billion                                                                     ~$25                    billion

     new written premiums from new customers                                                                  new fees to wealth and asset managers from
     and higher premium per customer, even                                                                    moving money held in deposits into AUM, in the
     after accounting for differences in income.                                                              first year alone. This uplift would be compounded in
     This would translate to a margin of roughly                                                              the years to come as women’s wealth grew.12, 13, 14, 15
     $100 billion accounting for claims returned
     to customers, distribution costs, and investment
     income. The opportunity could be even higher
     if the value of unpaid domestic work and
     childcare was insured.10, 11

     Note: Revenue for the insurance sector is not directly comparable to the revenue for the banking and wealth and asset management sectors. Based on the standards for these sectors,
     insurance revenue is reflected as written premiums, a large portion of which will be paid back to the policyholders in the form of benefits, whereas banking and wealth and asset management
     revenues are reflected as a mix of fees and net interest income (accounting for the cost of funds), which together are retained to cover operational expenses. The comparable insurance margin
     on written premiums is approximately 20%.

20
WOMEN IN FINANCIAL SERVICES 2020

BANKING

               Women are                             Women are less                      Women corporate and
               less likely to be                     likely to receive                   institutional clients
               approved for                          funding to start                    are not being serviced
               mortgages and                         and grow their                      equally and effectively.
               other retail credit.                  businesses.

What if…                              What if…                              What if… banks managed
banks provided women with credit      banks provided women with SME         relationships with women clients
at the same rate as men?              loans at the same rate as men?        better to win share from competitors?

~$65         billion                  ~$30          billion                 ~$80          billion

new net interest income and fees      new net interest income extending     opportunity to capture existing
from extending loans to existing      SME loans to new customers. This      revenue controlled by women clients.19
retail customers. 16, 17, 18          could create even more value by
                                      helping businesses to expand and
                                      creating broader SME banking
                                      relationships such as through cards
                                      and deposits.

                                                                                                                       21
WOMEN IN FINANCIAL SERVICES 2020

                                        STRUCTURAL                                        SO, WHAT DOES
                                        DIFFERENCES FOR WOMEN                             THIS REALLY MEAN
                                        THAT SHAPE FINANCIAL                              FOR CUSTOMERS?
                                        NEEDS AND EXPERIENCES
                                                                                          This is not about treating women as a single
                                        There is a robust set of evidence showing that    customer segment or addressing their needs
                                        women face structural differences from men        superficially. As many rightly point out, this has
                                        that affect their financial lives. For example,   been done in the past and typically fails.
                                        traditional wealth-planning assumes income
                                        will increase steadily year after year. On         Financial services firms need to understand
                                        average, this is more likely to be true for        the needs of women as customers and create
                                        men than women, given career breaks for            propositions that meet these needs. The
                                        caregiving. Add to this to the fact that women     innovative solutions that will result from taking a
                                        tend to retire earlier, live longer, and have      gender-lens will not only benefit women, but all
                                        higher medical expenses – and standard             customers.
                                        retirement planning quickly appears ill-suited
                                        to the average woman.                             “The product you are selling to men is probably
                                                                                           a good product for them. But the product you
                                        We do need to be thoughtful in how we              design for women is going to work better for
                                        interpret the data and apply insights. For         everybody. Unfortunately, it does not work the
                                        example, although data shows that women            other way around.” – Mary Ellen Iskenderian,
                                        typically invest in more conservative financial    President and CEO, Women’s World Banking
                                        products than men, this does not mean
                                        women are necessarily more risk averse.           “All too often, traditional wealth management
                                        Recent evidence shows that when differences        services are off-putting for women. Firms need
                                        in income volatility and lower net wealth          to design and deliver services that appeal equally
                                        are adjusted for, contrary to popular belief,      to both women and men, taking into account
                                        risk appetite between women and men                the different goals that female clients may
                                        may be comparable.20 Observed behavioral           have, such as their retirement or paying for their
                                        differences do not always reflect intrinsic        children’s education rather than outperforming
                                        differences.                                       benchmarks.” – Charlotte Ransom,
                                                                                           CEO, Netwealth
                                        When talking about average trends for
                                        women, it is important to recognize that
                                        any person may fall anywhere on the range.
                                        Cultural context will mean that insights will
                                        manifest differently in individual geographies.
                                        The goal should be to understand real,
                                        unmet needs, rather than falling back on
                                        reductive or superficial gender stereotypes
                                        and “pinkification”.

22
WOMEN IN FINANCIAL SERVICES 2020

Exhibit 7. STRUCTURAL DIFFERENCES FOR WOMEN THAT SHAPE FINANCIAL NEEDS AND EXPERIENCES

LIFE
                        Globally, women spend                Between the ages of

                        2−10x
                        more hours per
                                                             30-50
                                                             women are less likely to       35%
                        week on                              make sacrifices in their        of women worldwide have
                        unpaid                               private life than men, with     experienced domestic violence,
Women on average
                        housework                            societal expectations           with many survivors losing jobs
outlive men by
                        and caregiving                       around caring for children      due to reasons related to the

6−8        years.21
                        than men.22                          or elderly parents coming
                                                             into play.23
                                                                                             abuse and experiencing economic
                                                                                             abuse, including coerced debt.24

FINANCIAL
                                                                                                           Women’s household
                                                It is                                                      income decrease by

               Globally women are               ~3x                                                        41%
               paid   63%
               of what men earn,
                                                more likely for
                                                employed women
                                                in developed
                                                                      64%
                                                                      of 8.8 million
                                                                                                           after divorce in
                                                                                                           the US,
                                                                                                           more than twice
               ranging from 30%                 nations to work       people struggling                    as much as
               in Yemen/Syria/Iraq              part-time than        with debt in the UK                  men’s.28
               to 91% in Laos.25                employed men.26       are women.27

MINORITY
                                     Minorities in work environments face more stress and pressure to combat stereotypes.29
BURDEN

                                                                                                                                   23
WOMEN IN FINANCIAL SERVICES 2020

                                         Exhibit 8. LET’S IMAGINE WHAT THIS COULD MEAN FOR WOMEN AS CUSTOMERS

                                         LIFE INSURANCE CUSTOMER                            WEALTH CUSTOMER                                       RETAIL CUSTOMER
     WOMEN’S EXPERIENCES TODAY

                                         SOPHIA,                                            JING YI,		                                            SHERELLE,
                                         PART-TIME CALL CENTER                              CARDIOLOGIST IN SINGAPORE                             ASSISTANT STORE MANAGER
                                         AGENT IN McALLEN, TEXAS, US                                                                              IN MANCHESTER, UK

                                         “I am working part time to look after my           “My husband passed away last year and I don’t        “I feel like I’m wasting money renting and
                                          children as childcare is too expensive. I          trust our current financial advisor. Quite frankly, know I can afford a mortgage to buy my own
                                          know my family would struggle financially          when I’ve joined meetings with him in the            place - I already have enough for a 30% down
                                          if something were to happen to me, but             past he has ignored me, used unnecessary             payment. But I keep getting rejected because
                                          I’m not sure it’s worth getting insured            jargon, and tried to sell me products that aren’t of my credit rating. It's probably because I had
                                          since my husband is already covered. I             suited to my needs. I’ve worked hard over my         to take unpaid maternity leave and then scale
                                          don’t think it's worth the extra premiums          career – my goal is to enjoy my retirement           back on hours when I came back to work. And
                                          on top of my healthcare coverage and               and be able to look after my kids, not ‘beat         I bet the credit card I used to cover extra costs
                                          retirement contributions.”                         the market’.”                                        doesn’t help, even though it's now paid off.”

                                                                                                   Jing Yi's financial
                                                Sophia sees an ad                                advisor understands
                                                                                                  that her priorities                                   Sherelle sees an ad
                                               for life insurance at                                                                                  for mortgages that is
                                                                                                  might be different
       WHAT COULD HAVE BEEN DIFFERENT?

                                                work which shows                                                                                      specifically designed
                                               that women like her                                to her husband's.
                                                                                                  He takes the time                                    to take into account
                                                pay a lot less than                                                                                  changes in her income.
                                                   she thought.                                  to ask her about her
                                                                                                       life goals.

                                                                                                                                                                               A loan officer helps
                                                                  An online calculator
                                                                                                                        He designs specific                                   her get approved for
                                                                   shows much better
                                                                                                                       portfolios tailored to                                   a competitive rate
                                                                   coverage than she
                                                                                                                        Jing Yi’s goals, risk                                 after taking the time
                                                                 expected – it takes into
                                                                                                                        profile and timeline,                                to consider her credit
                                                                   account her unpaid
                                                                                                                      laying out options and                                utilization, financial, and
                                                                 domestic work as well
                                                                                                                          trade offs clearly.                                 employment history.
                                                                     as her income!

                                            The life insurance                                                                                            Sherelle has the
                                                                                                  Jing Yi receives
                                             agent suggests                                                                                            flexibility to overpay
                                                                                             personalised updates on
                                            flexible products                                                                                        when she can, and take
                                                                                              portfolio performance
                                           to account for how                                                                                        a payment holiday with
                                                                                                in language which
                                           Sophia’s coverage                                                                                          no penalty when she
                                                                                                resonates with her
                                           needs may evolve.                                                                                           needs – great for her
                                                                                              - without the jargon.
                                                                                                                                                       next maternity leave.
24
WOMEN IN FINANCIAL SERVICES 2020

SMALL BUSINESS LOAN CUSTOMER                                               CORPORATE & INSTITUTIONAL BANKING CUSTOMER

NEHA,                                                                      KATRIN,
SMALL BUSINESS OWNER IN MUMBAI, INDIA                                      CFO OF AIRCO IN FRANKFURT, GERMANY

“I want to take my business to the next level by expanding to new          “We need a restructuring advisor and this is my first big make-or-break
 locations. I filled out a loan application with 80 pages on my business    moment as CFO. I just met another potential advisor and even though I
 plan, financials, and viability, but the bank manager barely looked at     am the most senior team member, they focused on my colleagues who
 it. Instead, he focused on why my business may fail and didn’t take        are men and made me feel like I had to prove myself at my own meeting.
 me seriously. I don’t know any other business owners who I could ask       They presented the same pitch and solutions as their peers and didn’t
 for advice.”                                                               listen to my firm’s needs. As usual, I was invited to golf, but I have better
                                                                            things to do with my time.”

     Using her bank’s                                                         Katrin is impressed with
   “women in business”                                                           the diversity of one
    hub, Neha connects                                                         team in particular, and
    with other business                                                       feels more confident in
    owners to hear their                                                        their ability to deliver                The team asks open
      experiences on                                                          effective solutions and                    questions to really
       raising capital.                                                             new thinking.                     understand her business
                                                                                                                          and directs their
                                The bank’s tailored resources                                                          responses to her. They
                                     give her tips, such as                                                            uncover new priorities
                                  including her 5-star online                                                          together and she feels
                                 reviews in her application. It                                                              respected.
                                 helps her to develop upside
                                  and downside forecasts as                          Firms offer a variety of
                                  well as just the baseline, to                       activities for informal
                                compare to other applicants.                        relationship building – a
                                                                                    concert, a family-friendly
                                                                                   football match, a museum
                                                                                     exhibit. One firm even
        The bank reviews her                                                         asked her preference!
         application gender
          blind and her loan
         is approved for the
              full amount.

                                                                                                                                                            25
WOMEN IN FINANCIAL SERVICES 2020

     A FOCUS ON CORPORATE                              Only 30 percent of women surveyed were              This does not mean women consistently prefer
     AND INSTITUTIONAL                                 satisfied with the gender diversity of their        to be served by women. The solution is not box
     BANKING (CIB)                                     financial services providers. And while only        ticking by having a woman on the sales team.
                                                       27 percent would say that gender diversity          Our survey respondents cautioned that they
     All corporate and institutional clients,          impacts purchasing decisions, 77 percent            can easily see through superficial attempts
     regardless of gender, make buying decisions       believe it is important to be served by             to appear diverse. But better balance within
     according to how well a product or service        a gender-diverse team. Respondents                  coverage teams would improve a firm’s ability
     meets the needs of their business, rather         emphasized that gender diverse teams                to address a broader range of purchasing
     than personal preferences. So can, or indeed      provide better service; teams that lack gender      styles and bring more diverse ideas to the
     should, this thinking be applied to clients who   diversity often fall short in four key areas,       table – for everyone.
     are women?                                        listed below.
                                                                                                          “It’s less common but one still sees all-white,
     We surveyed senior women treasurers, CFOs,        Women want to be treated with equal respect         all-male pitch teams turning up. These days
     and other C-suite executives responsible          to their counterparts who are men. They seek        it is very rare for them to make it to the short
     for financial decisions to find out. We were      service providers that will understand their        list.” – Elizabeth Corley, former CEO, current
     surprised not only by the results, but also by    corporation’s needs and can generate the most       Senior Advisor, Allianz Global Investors
     the strength of the conviction in the responses   creative and effective solutions. While women
     we received. This is not a topic that senior      make their choices on product fundamentals,        “If the image you portray externally is not an
     women in corporations get asked about often,      diversity can be a competitive differentiator       outward manifestation of true internal culture,
     and they were eager to articulate the changes     because it recognizes the client’s context and      then it will become obvious sooner or later and
     they would like to see.                           brings broader ideas to the table.                  will lead to a loss in credibility.” –
                                                                                                           Christiana Riley, CEO, Deutsche Bank
                                                                                                           USA Corp, Senior Group Director,
                                                                                                           Americas Region

     Exhibit 9. FOUR KEY AREAS IN WHICH TEAMS THAT LACK GENDER DIVERSITY OFTEN FALL SHORT

                                                             “Relationship managers and sales people who are women tend to ask questions and listen
     FAILURE OF EMPATHY                                       up front, then address their firm’s capabilities after listening. The men dive right into their
                                                              firm’s capabilities and listening to our needs was secondary.” – CFO, financial services

                                                             “Gender-diverse teams provide differing outlooks and will recommend a complete
     LACK OF DIVERSITY IN IDEAS                               picture.” – CFO, technology, media & telecommunications

                                                             “I think in some ways my abilities and knowledge are more scrutinized. I have to prove
     UNCONSCIOUS BIAS UNDERVALUING                            certain things, while the perception is that some of my counterparts who are men
     OR MARGINALIZING WOMEN                                   are assumed to know things until they prove otherwise.” – CFO, technology, media
                                                              & telecommunications

                                                             “Men tend to invite people to attend sporting events; I’d honestly prefer to go to a show or
     DEFAULT TO MEN’S PREFERENCES                             concert instead.” – CFO, financial services

     Source: Oliver Wyman Survey

26
WOMEN IN FINANCIAL SERVICES 2020

                                   27
WOMEN IN FINANCIAL SERVICES 2020

     WHERE IS THE                                      listen to customers and clients to understand         complementary skills – product expertise,
     CUTTING EDGE?                                     their needs.                                          listening, problem-solving – are needed,
                                                                                                             together with the ability to connect with each
     We spoke with a few of the firms that are         For customers, we recommend actively                  client on a personal level.
     pushing the boundaries thinking on women as       including gender as one of the lenses applied
     customers, listed below.                          to proposition design, ruthlessly grounded in         Coverage approaches are starting to become
                                                       the customer need. While empathy has and              more personalized, seeking to understand
     These, and other leading firms, use data to       will continue to be core to customer-centric          each client as an individual. Frustration
     identify gaps and blind spots, recognizing that   design, it is not enough to rely on this alone to     with the frequency of sporting events for
     gender-neutral approaches do not necessarily      understand the needs of a diverse customer            networking can be avoided if clients were
     deliver gender-neutral outcomes, measuring        base.                                                 simply asked about their hobbies. While not
     customer outcomes, such as differences in                                                               possible in mass market segments, firms are
     product penetration, utilization, and pricing     For clients, this means consciously assembling        finding ways to structure optionality – such as
     to detect blind spots, and evaluating how         diverse coverage teams. This includes and             using a set of goals to guide wealth discussions
     coverage teams line up against clients and        goes beyond gender to reflect a range of              and draw out individual priorities.
                                                       cognitive and behavioral styles. A mix of

     Exhibit 10. FIRMS THAT ARE PUSHING THE BOUNDARIES THINKING ON WOMEN AS CUSTOMERS

     Firm                 What they say…                                                                   What they do…

                         “We strongly believe in the power of diversity. We need to not only reflect       Offers lower mortgage payments during
     WESTPAC              our customers internally, but also change our approach in how we deliver         parental leave as well as supporting domestic
                          to them.” – Lyn Cobley, Chief Executive, Westpac Institutional Bank              violence survivors with financial management.

                         “We’re not asking our bankers to sell differently to men and women, but           Created a Certified Women’s Business
                          be cognizant of broad-based differences. Once you know your customer,            Advocates program to help their staff better
     PNC                  then serve that individual.” – Beth Marcello, Director, Women’s Business         support female financial decision-makers.
                          Development, PNC

                         “We are fully committed to addressing the funding gap that female and             Created the Multicultural Innovation Lab
     MORGAN               multicultural founders face in today’s investment landscape. They are            to fund and incubate startups led by women
     STANLEY              a vibrant and growing segment of our economy.” – Carla Harris, Vice              and multicultural entrepreneurs.
                          Chairman, Managing Director, Morgan Stanley

                “We asked our clients what they were looking for. The challenge they                       Through the Scotiabank Women Initiative™ for
                 face is advancing their careers and advancing inclusion agendas at their                  Global Banking and Markets, provide access to
     SCOTIABANK own firms.” – Loretta Marcoccia, Exective Vice President and Chief                         tailor-made education, advisory, and innovative
                 Operating Officer, Global Banking and Markets, Scotiabank                                 solutions to help female clients take their
                                                                                                           careers and businesses to the next level.

                         “One size does not fit all. We have invested to understand the needs of           Offers an online insurance calculator that
                          women at various life moments and developed specific services to meet            takes into account the financial value of unpaid
     AXA                  those needs.” – Samaa Al Azzawi, Group Head of Culture, Inclusion &              domestic work.
                          Diversity, AXA

28
WOMEN IN FINANCIAL SERVICES 2020

1. UNDERSTANDING THE NEEDS                         2. APPLYING A GENDER LENS TO                       3. FOSTERING AUTHENTICALLY
OF WOMEN AS CUSTOMERS                              PROPOSITION DESIGN                                 DIVERSE COVERAGE TEAMS
“It would help financial services greatly if      “Having a woman in the room isn’t enough.          “Women don’t necessarily want to be served by
 they thought about disaggregating their           If you want design that reflects your actual       women. But if you don’t have women in your
 data by gender. You need to analyze things        customers, you have to give a voice to women       advisory team, you won’t be able to advise
 by gender to come to a true gender-neutral        (and every other diverse voice). It’s not          clients effectively.” – Jenny Tozer, Partner and
 outcome.” – Sian Fisher, CEO, Chartered           about being invited to the table, it’s about       Investment Manager, LGT Vestra
 Insurance Institute                               making sure every voice is included at the
                                                   table.” – Cory Cruser, Partner, Lippincott        “We want to give our clients the best
“Our DNA is about leading with listening.                                                             relationship manager that we can. If we do
 What gives you credibility with diverse          “We should not have products for women              not have a diverse population ourselves, it is
 clients is listening first, and then listening    and products for men. But we need to               hard to match up with a client who is looking
 a second time, and then asking follow-up          design products knowing that the approach          for diversity.” – Loretta Marcoccia, Exective
 questions.” – Jennifer Auerbach-Rodriguez,        is different for women compared to                 Vice President and Chief Operating Officer,
 Head of Strategic Growth Markets, Merrill         men.” – Dulce Mota, CEO, Montepio                  Global Banking and Markets, Scotiabank

“Firms need to reflect the diversity of their     “We cannot tell women we are the best
 customer base in top management positions,        institution for them to bank with if we are not
 in order to better understand the needs of        also the best place for women to work.” –
 women as customers through a range of             Beth Marcello, Director, Women’s Business
 perspectives." – Sylvia B. Coutinho, Country      Development, PNC
 Head, UBS Group Brazil, Head WM LATAM

                                                                                                                                                         29
30
WOMEN IN FINANCIAL SERVICES 2020

THE CANARY IN
THE COAL MINE FOR
SUPERVISORS
AUTHORS: DOUGLAS ELLIOTT, MARIA JARDIM FERNANDES, TED MOYNIHAN

                                                                                                    31
WOMEN IN FINANCIAL SERVICES 2020

                                        In the past, miners would carry canaries
                                        down into the tunnels with them as an early
                                        warning for danger. If gases collected in
                                        the mine, the canaries would become sick
                                        first, providing a warning to miners to exit
                                        the tunnels as quickly as possible. Can the
                                        lack of gender diversity in financial services
                                        institutions be a canary in the coal mine for
                                        financial supervisors?

                                        We spoke to supervisors across the world and
                                        found that, especially in the most developed
                                        financial markets, they are taking gender
                                        diversity seriously. This is both due to the
                                        risks associated with non-diverse corporate
                                        cultures, as well as to achieve a broader
                                        societal good, sometimes tied to mandates
                                        to promote good conduct, governance, and
                                        culture. In addition, a number of academic
                                        analyses highlight the positive impact of
                                        gender diversity on business performance.

                                        For supervisors who place a stronger
                                        emphasis on culture, diversity is recognized
                                        as contributing to better decision-making
                                        and conduct, reducing “groupthink”, and
                                        as a sign of overall good governance. At the
                                        same time, diversity is also recognized as a
                                        broader societal good, improving fairness
                                        and participation in modern societies as well
                                        as enabling access to a wider talent pool and
                                        improving staff retention.

                                        Most supervisors we spoke to are leading by
                                        example, focusing heavily on internal efforts
                                        to improve their own diversity. As examples,
                                        the Bank of England (BoE), Financial Conduct
                                        Authority (FCA), European Central Bank
                                        (ECB), and Federal Reserve (FED) have all
                                        been taking an active and visible role, with
                                        transparent efforts in published strategic plans,
                                        speeches, and activity reports. Internally, they

32
WOMEN IN FINANCIAL SERVICES 2020

 have promoted measures such as reforming           A MIXED VIEW                                         important in an economic downturn, which
 recruitment, increasing flexible working                                                                may disproportionately affect vulnerable
 arrangements, fostering networks for women,        This sentiment is not uniform across                 groups in society. In addition, focusing on
 and encouraging mentoring. In particular,          jurisdictions. The emphasis on gender                diversity without fostering an environment of
 they have set (and publish progress reports        diversity is generally greater with those            inclusion and openness for staff to speak up
 on) internal targets for diversity in their own    supervisors who place more emphasis on               may prevent firms from reaping the benefits of
 management and board positions.1 Mark              culture. Some of our interviewees would prefer       diverse cultures.
 Carney, Governor of the Bank of England, also      to see clearer evidence on the correlation of
 calls out the importance of “reflecting the        diversity with different policy objectives before    “We need to see gender diversity as part of
 diversity of the public they serve”.2              becoming an advocate. Often there are no             broader diversity – not just having women, but
                                                    formal legal mandates for diversity.                 also having diversity in backgrounds, cultures,
"Internally, at Bank of Spain we are already at a                                                        ethnicities.” –
 balanced rate of 50% women representation          Likewise, on policy, we found a mixed view.          Christopher Woolard, Executive Director,
 at entry point expert level, and around 40%        There is most often no explicit regulation           Strategy and Competition, Financial
 in middle management. These are good               and there are different views on how to fit          Conduct Authority
 numbers, and it's important we as supervisors      diversity into the supervisory toolkit. As of
 lead by example." – Margarita Delgado,             2019, it seems unlikely any firm will receive a     WHERE IS THE
 Deputy Governor, Banco de España                   supervisory investigation or sanction based on      CUTTING EDGE?
                                                    lack of gender diversity alone.
 Beyond leading by example, a number of                                                                  Overall, it is clear from our research and
 supervisors are influencing firms through          It seems easier for national governments             interviews that diversity has made its way
 indirect or even direct ways. In some cases,       to take on the policymaking role, which              firmly onto the supervisory agenda, at
 they are communicating clear expectations          is seen as effective even if not specific to         least in the largest financial markets. Policy
 to firms to focus on diversity, or are asking      financial institutions. In the United Kingdom,       is starting to take specific shape in some
 firms to set their own targets and plans on        policymakers have contributed to indirect            jurisdictions and many supervisors are
 how to achieve them. And many look at              pressure via visible initiatives such as the         explicitly looking at diversity as a potential
 diversity during authorization and certification   Women in Finance Charter pledge created              indicator of business and risk culture. Given
 processes, including in “fit and proper”           by Her Majesty’s Treasury (to which 351              that the goal is long-term, leading by example
 assessments, as an indicator that selection        institutions have already committed, including       seems to be a good choice for supervisors. As
 processes were robust and merit-based, and         the BoE and the FCA).3 As another example,           Christine Lagarde takes on the ECB, this is
 consistent with national law. Some supervisors     the United Kingdom and France have issued            likely to increase, given her view that “if it was
 made it clear that diversity could be part of      legislation requiring firms to publish gender        Lehman Sisters, the world might well look a
 culture or conduct investigations when this        pay gap data. The European Union’s Capital           lot different today”.5 Some financial services
 arises in combination with other factors of        Requirements Directive requires institutions         firms are taking a proactive stance with their
 concern.                                           to adopt a diversity policy, although the            supervisors and demonstrating their cultural
                                                    European Banking Authority (EBA) conducted           and business progress through both planning
"Good governance is a key foundation                and published a benchmarking analysis                and outcomes on diversity.
 for resilience and long-term viability             showing that many institutions still need to
 of institutions – and we need to see               adopt these policies.4                              “A core focus of the agenda needs to be on
 increased diversity as part of good                                                                     creating an inclusive environment – both
 governance." – Linette Field, Deputy Director      More broadly, most of our interviewees               to take the benefits from and ensure the
 General DG Microprudential Supervision IV,         have flagged the importance of seeing                sustainability of diversity. In practice, diversity
 European Central Bank                              diversity not just in terms of gender, but also      is an outcome – inclusion is how you get
                                                    other ethnic, social, cultural, and economic         there.” – Sarah Breeden, Executive Director
                                                    backgrounds. This may be particularly                UK Deposit Takers, Bank of England

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