Kadri Chanafiah

Master Degree in Civil EngineeringBank employeeCentral IT-departement Handelsbanken

About Handelsbanken

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Handelsbanken’s corporate philosophy • A strongly decentralised organisation – the branch is the

Bank• Based on the customer’s requirements – not individual

products• Profitability always has higher priority than volumes• A long-term approach• We have branches where our customers live and are

active• Local branches have overall business responsibility for

their customers

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Handelsbanken’s decentralised organisation

The way we work:• Focus on customer meetings• Making decisions close to the customer• Local branches who know their customers

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BranchesRegional head offices

Central business areas and product owners

Central departments and administrative functions

CUSTOMERBranchesRegional head offices

Central business areas and product owners

Central departments and administrative functions

CUSTOMER

Handelsbanken’s goal

• Handelsbanken’s goal is to have higher profitability than the average of banks on its domestic markets.

• This goal is to be achieved by the Bank having more satisfied customers and lower costs than its competitors.

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Handelsbanken in brief• Founded in 1871• Higher profitability than the other major Swedish banks for 39

years running• One of the most cost-effective listed universal banks in Europe• Lower loan losses than other major banks• More satisfied customers than other major banks*• High rating• Operating profit: SEK 4.3 billion (Q3 2011)• Loans to the public: SEK 1.598 billion (Q3 2011)• 11, 197 employees• Operations in 22 countries• 461 branches in Sweden, 149 in other Nordic countries, 101 in

Great Britain and 33 in the rest of the world

*Source: Swedish Quality Index 2011

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Customer satisfaction – Private customers, 2011

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Handelsbanken Group

Cost-effectiveness – leading Nordic banks

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Ratings of Nordic banks

* Bank Financial Strength Rating (BFSR) is an assessment of the respective bank's own strength, independent of support of any kind.

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Financial strength* Long term Short term Long term Short term Long term Short term

C+ Aa2 P-1 AA- A-1+ AA- F1+

C- A1 P-1 A A-1 A+ F1

C+ Aa2 P-1 AA- A-1+ AA- F1+

C- A2 P-1 A A-1 A F1

C A2 P-1 A A-1 A+ F1

C Aa3 P-1 A+ A-1

MOODY'S

DnB NOR Bank

Standard & Poor's FITCH

On 16 June 2011

Handelsbanken

SEB

Nordea

Swedbank

Danske Bank

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Handelsbanken – one of the strongest banks in the world

Handelsbanken has been acclaimed one of the strongest banks in the world by news agency Bloomberg. The ranking is based on factors such as financial strength, the ability to manage risk and cost-effectiveness.

Handelsbanken is in second place on the list of the strongest banks in the world published by Bloomberg on 10 May.

Only one other European bank is among the top ten – Swiss UBS in ninth place. Standard Chartered in the UK comes in 15th place.

No other bank in Sweden, Norway, Denmark or Finland is ranked among the top twenty.

Handelsbanken’s organisational structure

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Central head office

Handelsbanken (central units )

Handelsbanken InternationalHandelsbanken Asset Management

Subsidiaries

Handelsbanken Fonder (mutual funds)XACT Fonder

Regional banks

Northern SwedenCentral SwedenStockholmEastern SwedenWestern SwedenSouthern Sweden

DenmarkFinlandNorwayGreat Britain - NorthernGreat Britain - Southern

Handelsbanken Capital Markets

Handelsbanken Finans

StadshypotekHandelsbanken Liv

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Handelsbanken

Branch operations• 12 regional banks with universal banking operations• Handelsbanken International runs branch office operations

in countries outside the Bank’s domestic markets• Just over 738 branches • High cost-effectiveness• Just over 7,300 employees

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Handelsbanken has operations in 22 countries

Branches with universal banking operations• Denmark (54) • Norway (50) • Finland (45) • Sweden (461)• Great Britain (101)

Branches in the rest of the world• Greater China – Shanghai, Hong Kong• Singapore• USA - New York

Representative offices• Greater China – Beijing, Taipei• India – Mumbai (Bombay)• Malaysia – Kuala Lumpur• Spain – Marbella

Branches in the rest of Europe• Austria – Vienna• Estonia – Tallinn• France – Paris, Nice• Germany – (7)• Latvia – Riga• Lithuania - Vilnius• Luxembourg – Luxembourg• The Netherlands – (10)• Poland – (2)• Russia – Moscow, St. Petersburg• Switzerland – Zurich *

* Asset management only

CD in a couple of minutes

The Central IT department is responsible for Delivering IT solutions with

• the right function• the right availability• the right performance• competitive costs

The work having• quality and a long-term approach• a high level of expertise both regarding business operations and IT

Our watchwords are:Simple and standardised world class solutions

CD’s departments

Operations and technology

Development

Architecture

Personnel

Control/accounting

CD’s areas of work Daily IT operations

Communication

Development and maintenance

IT security

Standard workplace

Support for internal users

Production of the Bank's data output, e.g. account statements, letters, business

cards and posters1,270 employees200 consultants

Decentralised business decisions – Integrated IT

Branches

Regional head offices

Central business areas and product owners

Central departments/ administrative functions (CD)

CUSTOMER

CD is in many locationsStockholm (Gärdet, Blasieholmen and Torsgatan)

Malmö

Linköping

London

Helsinki

Copenhagen

Oslo

Warsaw, Tallinn, Hong Kong, Singapore, Shanghai, New York, Moscow, Luxembourg, Amsterdam

CD – some figures12,000 work places in the whole Group

(700 branches in 20 countries)

1,800 physical servers

1.000 virtual servers

Up to 10,532 mips

Development for approx. SEK 1 billion a year

24 x 7 x 52

1,270 employees200 consultants

• Over 1,000 systems

E.g INLÅ, AKKO, SOL, DAWA, EKOS, HAFO, UNSE, POOL/PARI

• 1,200 types of PC software

e.g.MS Office, Adobe, Norton, Rema

Many environments and languagesz/os

iSeries

Windows

UNIX

Cobol

C++

JAVA

SAS

The business operations decide which services we will offer.CD decides the languages and environments for producing the services.

Our demanders

CD

RF

RN

RDCC

HI

HD

Other CHO departments

HS

HC UK

CD's benchmark companies?