Operationally innovative banking: the roadmap (1/2) New Now Take control Next Stabilise through New Accelerate the 1–2 months New efficiency future bank 3–6 months New normal 6+ months In addition to the measures banks have already Staggered return Reconfigure the estate taken, things to consider are: • Deploy measures to gradually reinstate full operations, e.g. • Augment the workforce with tools and training to create Evaluate investment portfolio staggered shifts for employees who will return to the cross-skilling that could drive adaptive capacity physical offices, restart strategic change programs that will management, e.g. operations role virtualisation to allow • Prioritise critical organisational capabilities by reviewing help the bank achieve the “new normal” for “universal operations FTE” to manage demand spikes investments required to fulfil short-term needs and shift Right-size the estate • Continue real-estate optimisation initiatives delivery capacity to maintain the most critical systems • Limit “throw-away” spend and make only no-regret • Review all aspects of the business to right-size the • Review governance structures, e.g. adoption of investments organisation, including real-estate optimisation and decentralised vs. centralised decision management workforce skills planning processes Optimise employee capacity • Review location / on-and off-shoring strategy as remote Drive and sustain a core cultural shift • Rapidly enable colleagues to work remotely, including work is increasingly enabled • Review KPIs and metrics to align the organisation around providing the right environment and access to systems and collaboration tools End-to-end digitalisation the bank’s overall objectives in the “new normal” • Management needs to create an environment where there • Repurpose freed-up colleague capacity, e.g. redeploy • Move to streamline processes and adopt a “true paperless” is an incentive to implement changes to propositions, branch staff to support virtual contact centers and excess principle across customer journeys such as customer channels, front-and back-office staff, the customer capacity in mortgage fulfillment to support business loan onboarding, KYC experience and many other areas processing Continued on next slide 19