Creating FANS! Not Customers

metro bank• Britain’s first new High Street bank

in over 100 years

• Serving retail and business customers

• 7-day store banking, online, mobile & telephone

• 36 stores in commuterland London, 41 by end of 2015

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a revolution in british banking

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• Totally new with no legacy reputation, regulatory, credit or funding issues

• Based on the Commerce Bank, community retail model – The most successful in America

• Completely deposit funded: No wholesale funding

• New state of the art information technology

• Complete commercial bank50% consumer 50% business

• 500,000+ Accounts

building a brand

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Model+ Culture+ Execution

Value differentiating

Unique

Fanatical

• Growth retailers not bankers

• Unique deposit driven/retail focus

• Customers will trade lower rates for a better retail experience

• Great business creates FANS! NOT CUSTOMERS

• Growth is essential to success & value

• Become a power retailer

the metro bank model

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the metro bank culture• Create a culture to match your model

• Culture must be very clear & pervasive“Buy in or opt out”

• Hire for attitude, train for skills

• Over-train

• Over-reinforce

• Make everyone an owner

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The Revolution has two parts to it…VISION

By 2020 we will have:• Over 1million Customers• Served by 5,000 colleagues• In 200 Stores

To do this we must create FANS by Surprising and Delighting every Customer by:

• thinking like retailers whilst being the most professional bankers

• working as one team – every Customer matters

• building the bank one Store at a time

VALUES “AMAZE(ING)”

ATTEND to every detail

MAKE every wrong right

ASK if you’re not sure – Bump it up!

ZEST is contagious – Share it!

EXCEED expectations

INSPIRE colleagues to create FANS!

NURTURE colleagues so they grow

GAME CHANGE because this is a

Revolution

Metro Bank is very clear about where we are going and how we get there…our vision and our values

We therefore have to be AMAZE(ING) every second of every day

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our culture needs to be pervasive with language so important...

providing the opportunity and development for AMAZE(ING) careers

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Landing page on the MBU websiteStart

here1

Look at all the development available via

MBU Talk to your manager

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Career Steps – Where would you like to go?...

Look across families to broaden your development

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Which talent family best describes YOU?

Talk to your manager about your talent family during your AMAZE(ING) Reviews

and 1:1s

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Your job family shows you which of our 3 colleges

to look in for your

development

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providing clear paths to AMAZE(ING) careers ?

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and training interventions to support the career paths…

We now have 60 classroom courses plus loads of other great stuff including:

Leadership For colleagues who lead others, achieving results through their team

Customer & Relationship

For colleagues in Customer facing

roles

• NEW Negotiation Skills • COMING THIS YEAR – specialist tools and resources

aligned to specific Functions (e.g. Risk, HR, Finance) and professional bodies e.g. ICAEW, CIPD

• Learning to Lead; for first time leaders – 56 colleagues attended in 2014

• Circa 150 colleagues have now attended AMAZE(ING) Leader • NEW courses on Presentation Skills, Leading with Presence & Impact

and Coaching & Mentoring

Specialist SupportFor colleagues providing

specialist support so that we can Surprise & Delight

• NEW Professional Qualifications (more on this in a minute!)• NEW Foundation Credit Programme for LBMs and Credit

Analysts • NEW Trainee Local Director Programme to grow our own talent -

5 people currently on the 12 month programme

listen…

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We listen to the “Voice of the Customer” so we understand where we do well and where we need to be

Score Place 1st Place

Overall 92.0 2nd Lush

Jan-14

Feb-14

Mar-14

Apr-14

May-14

Jun-14

Jul-14

Aug-14

Sep-14

Oct-14

Nov-14

Dec-14

Jan-15

Feb-15

80.0

85.0

90.0

95.0

100.0

87.6 86.0 87.391.7

89.791.3 92.0 91.3

94.1

Performance Target (90)

Virgin Money does not offer a current account at present.

May-13

Jul-1

3

Sep-13

Nov-13

Jan-1

4

Mar-14

May-14

Jul-1

4

Sep-14

Nov-14

Jan-1

50

20406080

100

6478

Net Promoter Score

Magic Shops

 Complaints per ‘000 accounts

H2 2013 H1 2014   H2 2014Virgin Money* 0.4 0.5   0.4

1.8 1.5   0.8Sainsbury’s Bank 0.7 0.93 1.0Nationwide 1 1   1.2Tesco Bank 1.5 1.7 1.7Lloyds 1.1 1.6   2.1Co-Op Bank 4 2 2.2Barclays 1.9 2.2   2.8HSBC 2.4 2.7 2.8Santander 3.7 3.1   2.8RBS 3 3   3.0

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The questions we asked: % agreed 2013

% agreed 2014

I understand how my business unit contributes… 96 96My Manager helps me & role models AMAZE(ING) behaviours NEW 88My AMAZE(ING) Reviews help me… 82 84Metro Bank communicates effectively with colleagues 79 80Ongoing training is effective and helps me carry out my role 73 76There are opportunities for promotion at Metro Bank 83 87I am encouraged to “bump issues up” 95 94Metro Bank recognises and rewards a job well done 71 73Metro Bank is set up to surprise and delight 78 78Pay is fair and appropriate 67 69I would recommend Metro Bank’s products and services 95 94Metro Bank is a good place to work 94 95I would recommend Metro Bank as an employer 87 88

Our

culture and how

w

e lead

The systems,

support and training w

e provide

…and

how

we

feel

listen…We listen to the “Voice of our Colleagues” so we understand where we do well and where we need to be

14Number one bank for customer service by Fairer Finance. Best Overall Current Account at Moneynet Awards 2014. Technology Innovation: Enterprise Award at 2014 Microsoft Dynamics Customer Excellence Awards.

plaudits…We continue to receive massively positive awards and recognition…

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I Was So Impressed With This New British Bank…I Opened An Account

plaudits…We continue to receive massively positive awards and recognition…

Which banks offer the best service? The top overall score went to Metro Bank with 93%

Sunday Times 02.11.14

Metro Bank doubles lending as

it focuses on business clients

Financial Times 22.01.15

Metro Bank’s growth confirms its status as top ‘challenger’ bank

The Guardian 21.01.15

The Revolution has two parts to it…VISION

By 2020 we will have:• Over 1million Customers• Served by 5,000 colleagues• In 200 Stores

To do this we must create FANS by Surprising and Delighting every Customer by:

• thinking like retailers whilst being the most professional bankers

• working as one team – every Customer matters

• building the bank one Store at a time

VALUES “AMAZE(ING)”

ATTEND to every detail

MAKE every wrong right

ASK if you’re not sure – Bump it up!

ZEST is contagious – Share it!

EXCEED expectations

INSPIRE colleagues to create FANS!

NURTURE colleagues so they grow

GAME CHANGE because this is a

Revolution

Metro Bank is very clear about where we are going and how we get there…

our vision and our values

We therefore have to be AMAZE(ING) every second of every day

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questions?