How We Create Value

By transforming our business, embedding a purpose and values-led culture and simplifying our products and services – doing fewer things and doing them right the first time – we aim to create long-term value for all of our stakeholders.

Our value creation model outlines how we create value for our key stakeholders through our business activities, and identifies the inputs – or value drivers – that we rely on to enable us to deliver that value and meet our strategic objectives.

Our business activities

Operating across 33 markets, we provide a full range of banking and financial products and services to individual and business customers. Through our business activities we deliver the following outputs:

we hold deposits for our customers

we provide advisory services

we lend money to our retail, small business and corporate customers

we invest in our people to build a diverse and inclusive workforce

we help customers mitigate and manage financial risks

we collaborate with partners to build capacity and improve financial wellbeing

support customers with trade and capital flows

we pay taxes in the countries within which we operate

we provide wealth management products

we pay dividends to our shareholders

SHAREHOLDER VALUE

  • Provide consistent returns enabling shareholders to meet goals
  • 228 cents earnings per share 1
  • 10.9% cash return on equity 1
  • 160 cents fully franked dividend for FY19 per share
  • 9.2 percent total shareholder return

Employee VALUE

  • Invest in our people to build an engaged, diverse and inclusive workforce with a strong sense of purpose and ethics
  • 77% employee engagement (up from 73% in 2018)
  • Employed 734 people from under-represented groups (since 2016)
  • $4.8b in employee salaries and benefits
  • Increasing the skills and capabilities of our people providing almost 1.5 million hours of training

Customer VALUE

  • Improving the financial wellbeing of our customers
  • Provide funding for lending, helping customers to own homes and run businesses and assist businesses to transact, trade and invest across our region
  • Great customer experience through digital
  • We have contacted > 1 million of our retail and commercial customers to help them get more value from our products and services
  • 20,024 FTE supporting our retail and commercial customers, providing $339b in home lending and $97b in business lending (Australia and New Zealand)
  • 5,468 FTE supporting our institutional customers, providing $165b in lending
  • Custodians of $512b of customer deposits across the business

Community VALUE

  • Connecting with, and investing in, the communities in which we operate to support growth, deliver services and develop opportunity
  • Invested $142.2 million in the community2 $3,172 million in taxes paid to government3
  • > 90,000 people have been reached through our financial wellbeing programs, MoneyMinded and Saver Plus
Our Operating EnvironmentSTAKEHOLDER ENGAGEMENT