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CONFERENCE

RETAIL CREDIT Financing the economy and renewing the customer relationship 20-21 June 2013 Amsterdam, NH Barbizon Palace hotel Best practices in retail financial services, more information on www.efma.com


CONFERENCE

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RETAIL CREDIT Financing the economy and renewing the customer relationship The credit industry is continuing to go through difficult times, with retail banks facing a wide range of issues. The Efma Retail credit conference gives delegates a unique opportunity to discuss the challenges that lie ahead, hear presentations from a wide range of industry experts and network with their peers.

This year’s event will include two parallel streams, enabling participants to choose the topics that interest them the most between for instance consumer credit, SMEs, new entrants, or risk management and debt collection.

Key questions How can banks invent new value propositions that address new customer priorities? Possible solutions include: responsible lending for fragile populations, debt grouping and repurchases, meeting the specific needs of both the middle class and Gen Y. How can banks develop a sustainable approach to retail credit for SMEs and professionals? There is a need for innovation and proactive risk management in the provision of credit to segments such as micro-enterprises. Some banks are also exploring the risks and opportunities of alternative approaches to SME financing.

What impact are ‘non-traditional’ financial players likely to have? What will be the role of car financing captives, insurance companies and pure online players? What are the latest trends in microcredit and peer-to-peer lending? For risk management and debt collection, how do banks find the right balance between customer acquisition/ retention and hand/risk mitigation? Banks must develop a sustainable approach to credit risk, review their risk measurement and management tools, align their front and back offices, improve the whole debt collection process and learn how to understand the consumer mindset.

Hot topics Some of the other key topics that will be discussed include: Innovative approaches towards professional customer relationships Social business and crowd funding for microcredit Consumer finance in retail distribution Partnerships between financial and non-financial players

Changing the psychology of debt and how banks understand and respond to the consumer mindset during and after the recession Mobile and smart app: the multichannel approach to collection

STUDY PRESENTATIONS

Hear new research findings backed up by real case studies on how to implement critical change and innovation in your own organisation: – European retail credit: market outlook and strategic implications A joint pan-European Efma and Oliver Wyman survey – European credit risk outlook 2013 7th Efma-FICO survey, based on questionnaires answered directly by more than 100 different Risk managers across EMEA


www.efma.com/credit

A new event format: 2 conference streams over 2 packed days This new format will enable all the key credit issues to be explored in greater depth. It includes: 2 plenary sessions covering wider, global issues – The retail credit market’s new environment: liquidity, regulation, growth, operational efficiency, cost reduction and new markets – New frontiers for marketing and distribution: digital marketing, e-credit, mobile consumer finance, social media and the customer experience 2 parallel sessions to address specific issues – New consumer credit value propositions – The role of ‘non-traditional’ financial players – Retail credit for SMEs and professionals – Risk management and debt collection

Among speakers

Damien Guermonprez Chief Executive Officer Buy Way Personal Finance Belgium

Nazim Erdogan Internet and Mobile Senior Marketing Manager TEB Turkey

The case of a successful turnaround in Belgium

Engaging customers through remote channels

Gianluca Soma Chief Executive Officer, Deputy Head of BHFM Société Générale Consumer Finance France

Gail Wessels Business Suport and Recoveries Barclays Bank Spain

Car financing: transform or die!

Debt sales: can they be a panacea for the pain?

20–21 June 2013 Amsterdam


SCHEDULE THURSDAY 20 JUNE 2013 ROOM A

FRIDAY 21 JUNE 2013 ROOM B

ROOM A

ROOM B

7:30

Welcome coffee

7:45

Breakfast briefing Juan Licari Moody’s Analytics

8:15

Welcome coffee & registration

8:45

Break

9:00

Hans van der Noordaa ING Bank

9:00

Damien Guermonprez Buy Way

Manuel Silva Gonsalves Millennium bcp

9:10

European retail credit report by Oliver Wyman and Efma

9:25

Eric Spielrein RCI Banque

Dana Jagerman Bank Hapoalim

9:35

Gianluca Soma Société Générale Consumer Finance

9:50

Raphaël Goué Europraxis Consulting

Gail Wessels Barclays Bank

10:00

Questions & answers

10:15

Questions & answers

Questions & answers

10:20

Break

10:35

Break

10:50

Natalia Alymova Sberbank

11:05

Katarzyna JóIJ wik Provident Polska

Zoran Sikora Hrvatska poštanska banka

11:15

Joe Katz ING Bank

11:30

Corrado Ferretti PerMicro

Stephen-John Bint Raiffeisen Bank

11:40

European credit risk outlook 2013 report by FICO and Efma

11:55

Pärtel Tomberg isePankur

Sigurdur Erlingsson Housing Financing Fund

12:05

Questions & answers

12:20

Questions & answers

Questions & answers

12:25

Lunch

12:40

Lunch

13:55

Jörg Bruch easyCredit

Antreas Athanassopoulos National Bank of Greece

14:10

Margherita Gallarello CRIF

14:20

Lara Stathopoulou Piraeus Bank

Roberto Mancone Deutsche Bank

14:35

Johannes Riha Erste Group Bank

14:45

Andrzej Olejnik Platinum Bank

Vaidas ŽagŮnis SEB bankas

15:00

Pedro Appleton Figueira Banco Espírito Santo

15:10

Questions & answers

Questions & answers

15:25

Questions & answers

15:30

Break

15:45

Break

16:00

François Miqueu CaixaBank

Nicolas Guillaume FriendsClear

16:15

Nazim Erdogan TEB

16:25

Dmitriy Zhizdyuk Alfa Bank

Oscar Muguerza Caja Laboral Euskadiko Kutxa

16:40

Jørn Degn Hansen Nets

16:50

Questions & answers

Questions & answers

17:05

Questions & answers

17:10

End of day one

17:25

End of conference


THURSDAY 20 JUNE 2013

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MORNING ROOM A

ROOM B

Plenary session 1.AB – Retail credit in 2013: addressing the new environment Opening address by Hans van der Noordaa Member of the Board and CEO Banking Benelux ING Bank and Chairman of Efma

STUDY PRESENTATION

Matthew Sebag-Montefiore Partner Retail and Business Banking Practice Oliver Wyman

European retail credit: market outlook and strategic implications A joint pan-European Efma and Oliver Wyman survey – Assessment of the current state-of-play and future of European retail credit across more than 20 key markets – Outline of the strategies that credit providers need to adopt across different markets – Perspectives for European banks

Gianluca Soma Chief Executive Officer Deputy Head of BHFM Société Générale Consumer Finance France

Car financing: transform or die! – Why transformation is needed © Strong trends: eco trends and effects on car business and social trends © A new paradigm: global picture and weak signals strengthening – How to drive transformation © An agile approach to implementing transformation: stay close to your traditional customers while making reasonable adjustments © Be open: think about new geographies, new schemes, new funding needs and business enrichment

Natalia Alymova Head of Retail Lending Department Sberbank Russian Federation

Lending to 106 million customers – Current status of retail lending at Russia’s largest retail bank – Is regional diversification justified? – Responsible lending – Customisation vs. standardisation

Joe Katz General Manager Credit ING Bank Netherlands

The economic consequences of risk management on consumer finance: what implications do the following scenarios have for return and capital? – Changing regulatory environment – Changes in non-financial risks – A recession

STUDY PRESENTATION

Daniel Melo Senior Director Pre Sales Consulting FICO

European Credit Risk Outlook 2013 7th Efma-FICO survey, based on questionnaires answered directly by more than 100 different Risk managers across EMEA – How’s the trend? Where are we and where are we going? – And what about credit supply and demand? – It is not just about delinquencies, but also about the future of credit risk management and analytics

20–21 June 2013 Amsterdam


THURSDAY 20 JUNE 2013 AFTERNOON ROOM A

Session 2.A – Consumer credit: inventing new value propositions to address new customer priorities Jörg Bruch Head of the Office of the Board of Managing Directors easyCredit Germany

Fair and easy: why simplicity is still the key to customer satisfaction – Simplifying the customer’s interchange of distribution channels (online/offline) within the buying process – Individualising consumer credit offers using pre-scores – Developing lean processes

Lara Stathopoulou Senior Manager Consumer Credit Piraeus Bank Greece

Rebranding credit: learn how to create trust by putting the human factor at the heart of the credit cycle – A case study: the creation of an integrated credit department, which underwrites all applications for retail products (importance and implementation) – How credit analysts implemented and experienced new credit policies – A new, human approach to customers: treat retail customers as affluent, listen to their true needs, etc. – Challenges and benefits – What was the outcome?

Andrzej Olejnik Chief Marketing Officer Platinum Bank Ukraine

How to work with the middle class when there is no middle class – Imagine a country with 178 banks, all looking to work with the middle class – In Ukraine, technically, there is NO middle class – Platinum Bank’s experience of building a successful retail banking business in this challenging environment

François Miqueu Consumer and Commercial Finance Leader Chief Executive Officer FinConsum and CaixaRenting CaixaBank Spain

Growing safely and profitably in a challenging market: Spain – The Spanish unfriendly environment: unemployment and delinquency rates are reaching all-time highs due to the extremely severe economic crisis – FinConsum, La Caixa‘s consumer finance arm: their best year ever in terms of profitability and growth – Critical factors behind this success – What can be learned from this example?

Dmitriy Zhizdyuk Senior Vice President Head of Consumer Finance and Strategic Partners’ Business Development Alfa Bank Russian Federation

Consumer finance in retail distribution – Review of retail banking services in Russia – Segmentation of the Russian population: the number of customers in the mass segment – Consumer credit as a means of attracting customers – Consumer credit as a base for up-sell – Perspectives: the transition from consumer credit to cards, co-branding and prepaid with the partner base


www.efma.com/credit AFTERNOON ROOM B

Session 2.B – Retail credit for SMEs and professionals: developing a sustainable approach Antreas Athanassopoulos General Manager of Retail Banking Member of the Executive Committee National Bank of Greece Greece

From prime customers to unwanted customers? Repositioning SME financing from a new perspective – SME financing as a key growth area for retail banking mainly on the credit side: an old model of the 2000-2008 period – Since the severe credit crunch, finding ways of supporting small businesses and thereby the economy: a priority for retail banks – The relationship between small businesses and their banks needs to be put on a healthier, more active partnership

Roberto Mancone Managing Director Global Head of Business Products Deutsche Bank Germany

Innovation in the small business market: the equation of standardisation versus customisation – The creation of value for small businesses – The development of Fair Share(TM) for businesses and professionals – Building models and products according to the ‘5 W’: who, what, where, when, why

Vaidas ŽagŮnis Head of SME Department Retail Division SEB bankas Lithuania

Retail credit for SMEs and professionals: developing a sustainable approach – SME relationship strategies: experiences in different economic cycles – SMEs and sustainability: socially responsible banking – Future: smart SME financing solutions – Case studies

Nicolas Guillaume Directeur des Opérations FriendsClear France

Crowdfunding for SMEs: competition or complementarity? – Principles: free and full access to projects, direct choice and transparency for investors – How does it work: FriendsClear case study – Regulatory issues and marketing approach – Crowdfunding versus traditional finance: much more complementarity than competition

Oscar Muguerza Head of Business Banking Caja Laboral Euskadiko Kutxa Spain

Developing a proactive risk approach for SMEs – Developing a pricing model and a toolkit – Guiding the Relationship Manager’s activity – Using risk models to focus marketing campaigns

20–21 June 2013 Amsterdam


FRIDAY 21 JUNE 2013 MORNING ROOM A BREAKFAST BRIEFING

Juan Licari Senior Director, Head of Economic and Consumer Credit Analytics, EMEA Moody’s Analytics United Kingdom

Downside risks to the macro outlook: retail credit risk implications – Key downside risks and potential scenarios: currency wars, euro-zone breakdown, US fiscal situation, emerging markets hard landing, oil price shock and stagflation – Translation of macro scenarios to retail credit portfolios – Case study on UK mortgages: a vintage approach to modeling risk

Session 3.A – The growing role of ‘non-traditional’ financial players on the retail credit market Damien Guermonprez Chief Executive Officer Buy Way Personal Finance Belgium

The case of a successful turnaround in Belgium – Building a new team vision – Transforming a large bank subsidiary into a start-up – Expanding revenues and net earnings – Preparing the future

Eric Spielrein Company Secretary Chief Risk Officer RCI Banque France

Car financing captives: new strategies in the new environment – International development – CRM capitalisation – Finance and service products innovation – Operational efficiency

Raphaël Goué Managing Director Greater China and East Asia Europraxis Consulting China

Consumer finance in Asia: are there opportunities for European players? – GDP growth in China and other emerging East Asian markets – Alternatives to the Chinese market with facilitated investment conditions, populations with a higher propensity to consume and an easier regulatory framework – Is it still time to go to Asia?

Katarzyna JóIJ wik Marketing Director Provident Polska Poland

Unique personal service in consumer lending – Phenomenon of non-traditional model with 130 years tradition – Customer relationship paradigm – Is online better than the personal touch in retail lending?

Corrado Ferretti President PerMicro Italy

Business and personal microcredit : facilitating the social and financial inclusion of ‘unbankable’ people – Microcredit: a means of reducing financial exclusion – Adapting to the European context with different business models and mixed results – PerMicro: a challenge to achieve a sustainable and innovative model – Measuring social impact, from unbankable to bankable

Pärtel Tomberg Chief Executive Officer isePankur Estonia

Cross-border peer-to-peer lending impact on traditional banking – What is peer-to-peer lending? – Historical development and future scenarios – Benefits to end-customers – Cross-border peer-to-peer lending – Why should banks be interested?


www.efma.com/credit MORNING ROOM B

Session 3.B – Risk management and debt collection: finding the right balance between customer acquisition, retention and risk mitigation Manuel Silva Gonsalves Director Analytics and Decision Models Unit Millennium bcp Portugal

Changing psychology around debt and how banks should respond and understand the consumer mindset during and post-recession – Everything is changing: consumer behaviour, mobile technology, social media and even debt attitudes – Incumbent banks are facing business challenges, new regulatory requirements and aggressive competition from new non-bank entrants – How to take advantage of new data sources, analytical tools and distribution channels to understand, anticipate and meet customer needs

Dana Jagerman Senior Vice President Head of Retail Credit Management Bank Hapoalim Israel

Minimizing credit risk by effective control procedures and a motivating system – Proactive risk management in an increasingly risky environment – Practical tools for risk control system: central and regional management, branches – How to boost credit risk reduction by effective compensation methods

Gail Wessels Business Support and Recoveries Barclays Bank Spain

Debt sales: can they be a panacea for the pain? – Debt sales are becoming an increasingly attractive option for banks for dealing with their ever-increasing debtor books – The drivers of these sales are multi-faceted and complex, the stakeholders are diverse and the operational considerations are extensive – Understanding these aspects is the key to successful debt sales

Zoran Sikora Executive Director Risk Management Division Hrvatska poštanska banka Croatia

Reviewing credit risk management in the new environment – Credit risk management in the local and global context – Credit risk management transformation and a proactive risk approach – Some of the critical issues in the implementation of effective credit risk management strategies – An enterprise-wide and integrated perspective on risk management

Stephen-John Bint Senior Manager of International Collections Operations Raiffeisen Bank International Austria

Improving the whole debt collection process from soft collection stage to hard collections – Improving collection from both sides of the fence: lender and customer viewpoint – Lender viewpoint — 4 foundations: people, technology, strategy and data – Customer viewpoint — data, technology, people – Doing the basics well and it will work!

Sigurdur Erlingsson Chief Executive Officer Housing Financing Fund Iceland

Payment holidays and 110% debt relief: insight into how debt measures during recession affect the consumer‘s debt mindset – How payment holidays and other debt measures can favour unsecured debt over a mortgage – How payment holidays give a false view of the financial situation and how loans perform after the holiday – How public debt relief measures can be perceived as unfair and change customers behaviour – How age and overindebtedness affect customer debt attitudes

20–21 June 2013 Amsterdam


FRIDAY 21 JUNE 2013 AFTERNOON ROOM A

ROOM B

Plenary session 4.AB – New frontiers for retail credit marketing and distribution Margherita Gallarello Manager Corporate Offer Western Europe CRIF Italy

Credit app: the possibility to apply for a loan anytime and anywhere, new purchase scenarios, integration models with third-party payment systems – Future relationship between consumers and lenders will have to be built around consumers and not only around physical retail – Be ‘with’ the customers throughout their usual ‘habits’ – Lenders have to be perceived by their customers as ‘facilitators’ instead of ‘like all the others’

AFTERNOON Johannes Riha Expert for Unsecured Lending and Pricing Erste Group Bank Austria

Lending business and the role of alternative channels

Pedro Appleton Figueira Marketing Vice President Banco Espírito Santo Portugal

Using technology to improve the customer experience – How technology is changing the customer approach to banks – How to take advantage of the new boundaries – BES consumer credit case study

Nazim Erdogan Internet and Mobile Senior Marketing Manager TEB Turkey

Engaging customers through remote channels – Positioning remote channels as a new sales force – Pratik Kredi: a successful loan product sold via digital channels – Loan marketing via mobile and internet banking

Jørn Degn Hansen Senior Manager Corporate m-payments and e-commerce Programme Nets Denmark

Digitalisation of commerce: the behaviour of future consumers – Consumer expectations vs. consumer experience: how can they be reconciled? – Looking at the value chain beyond payments only – Mobility in action: ways in which m-commerce will require adaptation – What if?… a few potential development scenarios

– Alternative channels in a nutshell: their significance in CEE, different lending products, risk – Alternative channels and their right combination – Alternative channels and campaigns


CONFERENCE

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INTERACTIVE WALL Twitter

See what delegates said last year

‘Consumer protection is an opportunity’ says Umberto. Which banks in this room are following this route? Based on all their experience in mature markets, can European leaders become key players in emerging countries or will it be the turn of brand new players? How can we turn the crisis of confidence in banking into a practical opportunity for building a new relationship with customers? How can this be achieved in concrete terms? Will international partnerships offer the best short and long-term solutions for growth? Maybe, for funding and customer solutions, but at what price and using which revenue distribution model?

Credit risk management seems to be becoming extremely complex. What changes have you witnessed recently in the risk management departments of large retail banks in terms of seniority, expertise, budget and size? Supervisors are looking at the bigger picture in a more regulated environment. How do they balance this with the need for quicker decisions? Should risk management be about risk mitigation or doing more profitable business based upon wellinformed risk decisions?

Efma App

In which consumer credit segments is it now realistic for non-banks to compete effectively? How can funding be addressed? How can we help customers help themselves? What should we share with them? If their loan application is turned down we need to tell them why and how to meet the relevant criteria in the future. Was the EBA capitalisation plan too harsh or too weak? What is the right level of future intervention for the Commission? Consumer credit Brussels, 5-6 June 2012

Are there any specific products or types of loans distributed in the past which are more likely to end up in debt collection? It is rare for risk managers to move to business areas, because risk management skills are very specific. How do you expect the role of consumer education and awareness of credit profiles to evolve? ‘I foresee another big financial crisis sometime in the future. And there will be a Basel IV Accord.’ Manuel Gonsalves. Credit risk Brussels, 5-6 June 2012

Download the Efma Events App Plan your visit before, during and after the conference Access regular programme updates and alerts React in real-time with speakers and delegates during the event and take part in little polls Retail credit App available soon www.efma.com/app

20–21 June 2013 Amsterdam


REGISTRATION FORM

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RETAIL CREDIT 20–21 June 2013 Amsterdam ATTENDEE’S INFORMATION Mrs.

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ACCOMMODATION Each participant must pay the cost of his or her accommodation directly to the hotel before departure. Rooms have been provisionally reserved for the nights of Wednesday 19 and Thursday 20 June 2013 at the hotel NH Barbizon Palace. The cost of a single or double room per night is 150 euros, breakfast per person costs 26 euros (including VAT, excluding 5% city tax). An automatic confirmation will be sent by email within 24 hours after your registration. In this email you will find a link to book your accommodation online. The hotel guarantees room availability and price until Thursday 23 May 2013 only. The hotel will automatically bill unoccupied rooms or late cancellations.

REGISTRATION FEE

REGISTRATION The registration fee covers participation in the conference, documents, lunches and coffee breaks. Registration fees must be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome late-bookers, but credit card information must be provided. CANCELLATION All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received on or before Thursday 6 June 2013. The full fee will be charged for cancellations made after that date, as well as to delegates who are unable to attend on the day, unless a substitute delegate is provided. Substitutions are accepted at any time.

PAYMENT

1,600 euros (VAT excluded) for Efma Members. 2,400 euros (VAT excluded) for non member. All registrations are strictly individual.

By bank transfer to Efma Sarl bank account IBAN: FR 76 3000 7999 9904 2252 7800 001 BIC: NATXFRPPXXX Natixis, FE3 - Unité 3B/747 BP 4, F- 75060 Paris Cedex 2. By credit card: MasterCard Visa American Express Card n° Expiry date

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