Bank of Ireland 2019 Credit Presentation
Continued to deliver on our strategic priorities
throughout 2019
Bank of Ireland 2019 Credit Presentation
00
Transform the Bank
Serve customers brilliantly
12
Grow Sustainable Profits
Culture
Systems
Business
model
Colleague engagement of 60%, up
10% since 2017; Culture Embedding
Index up 11% since 2018
customer digital platforms (Mobile App,
•
New payments infrastructure; new
Wealth and Insurance); 40% increase
.
•
in robotics automation
Exit from credit cards, ATMs and
current accounts in the UK
Agile working has reduced our
property footprint by c.30% over the
last two years
Embedding
voice of
customer in
our businesses
•
•
•
Investing in
digital and
New brand
strategy
Improved Efficient
profitability business
physical
channels
Leading supporter of home building
and buying in Ireland; approved
facilities supporting c.9,000 new
homes in Ireland
Customer Effort Score up 13 points
Customer complaints down 29%
Ireland's first Financial Wellbeing
programme launched
New brand strategy rolled out
Robust Sustainable
capital dividends
position
Net Lending growth of €2.0bn
. SME and Life market share growth;
business income up 6%
• NPES reduced by €1.5bn; NPE ratio
of 4.4%
Costs down 4%; cost income ratio
reduced by 2%
• Organic capital generation of
170bps; CET1 ratio up 60bps
•
Dividend increased by 9%
Bank of Ireland
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