Make a note for this page

Save Note

Share with a friend

Send Email

Feedback

We're interested in your thoughts, and welcome any feedback you may have. Please email us with your comments, and we'll use them to continue the improvement of our future Shareholder Reviews.

Feedback

Australia
Division

Philip Chronican,
Chief Executive Officer, Australia

Australia Division

Case Study

The bank of choice for businesses trading with Asia

Key to our growth aspirations is being the bank of choice for businesses trading with Asia.

Cross-border trade has historically been the domain of large institutional clients. Now, we are putting our capabilities in cash management, trade finance, foreign exchange and risk to work for Australian small and medium-sized businesses.

ANZ's presence in 14 key markets in the Asia Pacific region helps cut payment times and better manage the working capital needs of our customers. With an ANZ person at each end of a transaction, we deal directly with local banks and agencies which speeds up the  time it takes to process documents.

Victorian dairy farmers the Mulcahys produce and process regular milk as well as A2, a variety rich in A2 beta-casein protein believed to assist digestion. The Mulcahys switched to ANZ this year to benefit from our local relationships, agribusiness expertise and super regional connections. Already exporting to Malaysia, the Mulcahys are now working with ANZ's team of specialists in cash management trade finance, markets, foreign exchange and risk to expand their local operations and open further export opportunities in Malaysia, China and Vietnam.

The Mulcahys - Victorian dairy farmers

BUSINESS PROFILE

ANZ has been operating in Australia for more than 175 years. Across our Retail, Wealth and Commercial businesses, we serve 5.4m consumer and commercial customers.

Our aim is to be a bank our customers trust for advice, insights and straightforward financial services.

We focus on getting to know our customers, understanding what's relevant to them and helping provide them with confidence and control over their finances.

We do this through our network of more than 800 branches and 200 business centres, our 24-hour contact centre, our 2,700-plus ATMS, our leading online and mobile banking applications and our network of independent financial advisers.

Click here for information about our Institutional business.

BUSINESS HIGHLIGHTS

  • Delivered a strong financial performance, with profit before provisions in Retail Banking up 7% and in Commercial Banking up 6%.
  • Achieved above system growth in Retail deposits1(1.5 x system) and mortgages2 (1.2 x system).
  • Grew business lending by 5% and business deposits by 18%.
  • Extended our successful A–Z Review program to small business customers, providing needs-based reviews of our customers financial goals.
  • Introduced multilingual capabilities to our fleet of more than 2,700 ATMs.
  • Launched a new banking service for affluent customers, providing a dedicated point of contact, priority access to specialists, products and offers and a premium level of service for credit pre-approvals and response times.
  • Expanded MyAdvice, a phone-based service providing customers in rural and remote areas access to advice from an ANZ financial planner.
  • ANZ's goMoneyTM mobile banking and payments application for the iPhone, now used by almost 420,000 customers, has been upgraded, with BPAY functionality and features for visually impaired people.
  • Continued to lead the other major banks in customer satisfaction with main financial institution.

 

1. APRA banking statistics 2. APRA banking statistics and RBA data

PERFORMANCE TABLES

FINANCIAL PERFORMANCE# ($m) 2011 2010 Movt %
Operating income 8,179 7,606 8%
Operating expenses (3,506) (3,256) 8%
Profit before credit impairment
and income tax		 4,673 4,350 7%
Provision for credit impairment (711) (583) 22%
Profit before income tax 3,962 3,767 5%
Income tax expenses and
non-controlling interest		 (1,185) (1,093) 8%
Profit after tax 2,777 2,674 4%
Total assets 272,331 260,993 4%
Contribution to Group earnings 49% 53%  
NON-FINANCIAL PERFORMANCE## 2011 2010
Customer Satisfaction
(Source: Roy Morgan Research –
Main Financial Institution)		 79.8% 79.9%
Total employees1 (FTE)* 24,162 23,6332
Employee engagement1 70% 64%
Total women in management3 40.1% 40.2%
Lost time injury frequency rate1 2.1 2.2
Volunteering hours1 46,543 38,825
Community investment4 ($m) 12.2 11.9
GHG emissions5 (tonnes CO2-e) 166,756 170,2992
Paper6 (tonnes per FTE) 0.17 0.212

 

# Underlying profit is adjusted for non-core items that are not part of the normal ongoing operations of the Group including one-off gains and losses, non-continuing businesses, timing differences on economic hedges and acquisition related costs. ## Non-financial data is based on geography. * Underlying. 1. Data includes employees in our Institutional divisions and business enablement functions such as Technology and Corporate Centre. 2. Restated. 3. Women in management is calculated using headcount of active employees and includes staff working for and being paid by ANZ. FTE also captures staff on special leave including leave without pay, parental leave and long-term sick leave. 4. Calculated according to the London Benchmarking Group methodology and excludes foregone revenue. 5. Pending external verification. Includes Scope 1 and 2 emissions, developed in accordance with NGERS. One Path data has been included, with data estimated for the 3 months prior to ANZ taking operational control. A detailed GHG profile (Scope 1, 2 and 3) and our full environmental report will be available on anz.com. 6. Pending external verification, includes both office and print (customer) paper.