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Distribution - PowerPoint PPT Presentation


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Distribution. Video. Distribution Structure. ME Izak Smit. PA Veronica Viljoen. EA Kwena Isadore Moabelo. GM Operations Marletha Hardy. GM Finance Werner Bosman. Head Sales Enablement Telephony Bill Lynch. Head Business School Pieter Louw. Head Keystone Retail Steve Lyvt.

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slide3

Distribution Structure

ME

IzakSmit

PA

Veronica

Viljoen

EA

KwenaIsadoreMoabelo

GM Operations

Marletha Hardy

GM Finance

Werner Bosman

Head Sales Enablement Telephony

Bill Lynch

Head Business School

Pieter Louw

Head Keystone Retail

Steve Lyvt

Head AIFA

SibusisoNtonga

Head Corporate

John Fiser

slide4

Our distribution model ensures customers can interact with us using their choice of channel

Lead Generation

Distribution

Channels

  • How this will bring growth:
  • ATOM for profitability and better customer experiences – Absa Planners;
  • Additional call centre capacity;
  • Digital channel;
  • Keystone focus on the branches.

Call

centres

Digital

(e.g. AOL)

Absa

advisors

Branches

slide5

We developed an ambitious plan to change the way things were done

VISION

By 2015 we will be a world class financial services distribution house...

a business school case study

A win-win partnership model with external

product suppliers

Market leading solutions drive all advice

Solid systems to enable straight through processing

Competitiveadvisorcommunicationmodel

Fee income business

model (from commission

only model)

State of the art leads flow – a competitive advantage

in the industry

Integrated channels to deliver a single view

of the client

Respected business school to socialise and upskill our people

slide6

Our digital channel will provide an end-to-end online experience...

Targeting our retail Absa Online base product selection is based on local and global market trends Customer benefits include:

A Tailor-Made Experience

Selected products prove to be feasible

To reach these customers, trigger event marketing provides focus

Easy Accessibility

Online sales, service and

claims management

Quick and Easy

Limited steps to ensure a

rapid process

Caters for all Needs

Complex needs directed

to a broker

Customised

Customers are recognised

by the system

Simplicity

No clutter

Easy Steps

Convenience

Anend-to-end

customer experience

slide7

We are developing a best practise telephony model to support our integrated sales and service approach

Good results over the past year

Significant increase in efficiency and sales

Current performance strike rates are above market for cold outbound telesales campaigns

Previously outsourced our telephony to service providers

Difficult with the consumer protection act

Resource intensive

Compensate third parties

Building our own capacity through

Best practice telephony implementation

Embedding this core competence in four phases

Investing in good people, technology and sales culture

60 agents (target 200 in 2013)

slide8

Our branch network is extensive and ensures easy access to our products and services

Simple, non-advice products

(branch consultants)

Convenience – an end-to-end customer experience

Six stand-alone products (Law for You, Extreme, Classic Life, Funeral, Wills, investment)

One embedded product

New client conversation tool (CNAT) to drive leads and product sales appropriately to suit customer needs

Sales support in place

to enable branch consultants

Shared revenue model with branches on bank scorecards

slide9

Significant replatforming of our systems experience...

Replatformingfocused on the system and process integration of AFS and Absa systems to support our future operating model

Back office centralisation for greater efficiencies. Focus on:

Leads and Activity Management

Compliance

Customer Relationship Management

Financial Planning

Fulfilment

Servicing

Quoting

slide10
...Our vision is an institution where bankers can also be socialised, cross and up-skilled bridging the cultural divide between the adviser and banker supporting a one stop, holistic customer value proposition...
business school vision
Business School Vision

“GLO”

…to become a

Global Learning Organisation that:

place a high premium on the acquisition, creation, transfer & retention of knowledge and skills delivered through the Business School

slide12
We are transforming our academy into a bancassurance business school for people excellence and leadership

More than just a training institute

Socialising novices. Socialising all AFS distribution employees

Upskilling advisors / planners CPD points – sharpening the saw

Development of all AFS employees

Development and upskilling of Absa bankers

... ultimately it will cater

For the development needs

of existing advisers and other

AFS staff......

Our academy

is developing into an institution where all new advisers (green fields and experienced) will be socialised,

The operating model

Personal mastery: leadership; mentoring and ubuntu

Personal development: soft skills, practise management and selling and building trust

Core technical skills: novice, intermediate and professional

...our vision

is an institution where

bankers can also be socialised, cross and up-skilled, bridging the cultural divide between

the adviser and banker

business school structure
Business School Structure

Academies

Cognitive

Behavioral

Performance

improvement

Leadership

Cognitive

Behavioral

Performance

improvement

Culture and Socialisation

Cognitive

Behavioral

Performance

improvement

Sales and Innovation

Cognitive

Behavioral

Performance

improvement

Core Technical

Cognitive

Behavioral

Performance

improvement

Learning and Development  HR  Technology

Employee Levels

1

4

2

3

slide14

Keystone drives collaboration and better cross-sell between AFS and the bank to deepen penetration in the base

Life Insurance

Investment

Short term insurance

Employee benefits

Fiduciary

Keystone

One customer

Seamless integration with the segmentation of the bank

Loyalty for all

Customers to get the full value of using the bank for all their services

Integrate marketing

Products should look and feel like bank products

Maximise the channels

Blended channels that benefit the customer

Single view of CVP

Get the bank to benefit from the

Use the bank brand

Protect the brand as a major competitive edge

slide15

Key Competencies

Customer Growth Segments

Customer Segment Enablers

  • HNW & Lending

Leads Management

Consumer Banking

Customer Solutions

Business Markets

Africa

Digital Innovation

Mission Control

connecting the customer s universe
Connecting the Customer’s Universe

Leads Management

Operations

Lending

Consumer Banking

Customer

Analytics

Africa

High Net Worth

Customer Solutions

Digital Innovations

Business Banking

big 10
Big 10

Customer Intimacy

Councils, Rolling stone Alignment

Advisor Alignment

Product / Segment / Channel / CVP Alignment

Top 500

Training

Identification of target executives

Execute and Optimise

Brand Ambassadors

Conquer Business Markets

Commission Share

VAPM

Leads optimisation

Agribank

Unlock Value in Retail Branches

Leads optimisation

Supersize non-advice

CDD / iCAPs

Discover Africa

Due Diligence

Job cards

Strategy / Relationships

Bancassurance best practice

Digital Innovation

WIM

AOL

Strategy

Feature store

Sexy Customer Solutions

Marketing Insights

Communication

CVPs

Predictive Modelling

Loyalty

Customer Onboarding

Leads & Sales Planning

Framework/ Reporting/ Activity

Technology

Dashboard

Retail/BB/PB Campaigns

Maximise Secured Lending

AHL & CPF

AVAF & AVCAF

Joint Ventures

Edcon/Retail

Map up JVs

New Opportunities