Kadri Chanafiah

1. Kadri Chanafiah Master Degree in Civil EngineeringBank employeeCentral IT-departement Handelsbanken

2. About Handelsbanken

3. Handelsbanken’scorporatephilosophy • A stronglydecentralised organisation – the branch is the Bank • Based on the customer’srequirements – not individualproducts • Profitabilityalways has higherprioritythanvolumes • A long-term approach • Wehavebrancheswhereourcustomers live and are active • Localbrancheshave overall business responsibility for theircustomers

4. Handelsbanken’s decentralised organisation • The waywe work: • Focus on customermeetings • Makingdecisionsclose to the customer • Localbranches who knowtheircustomers

5. Handelsbanken’s goal • Handelsbanken’sgoal is to havehigherprofitabilitythan the average of banks on itsdomestic markets. • This goal is to be achieved by the Bank havingmoresatisfiedcustomers and lowercoststhanitscompetitors.

6. Handelsbanken in brief • Founded in 1871 • Higherprofitabilitythan the other major Swedish banks for 39 yearsrunning • One of the mostcost-effectivelisted universal banks in Europe • Lowerloanlossesthanother major banks • Moresatisfiedcustomersthanother 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

7. Customersatisfaction– Private customers, 2011

8. Handelsbanken Group Cost-effectiveness – leading Nordic banks

9. Ratings of Nordic banks

10. 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.

11. Handelsbanken’s organisational structure Regional banks Subsidiaries Handelsbanken Fonder (mutual funds) XACT Fonder Northern Sweden Central Sweden Stockholm Eastern Sweden Western Sweden Southern Sweden Denmark Finland Norway Great Britain - Northern Great Britain - Southern Handelsbanken Finans Handelsbanken Liv Stadshypotek Central head office Handelsbanken (central units ) Handelsbanken International Handelsbanken Asset Management Handelsbanken Capital Markets

12. HandelsbankenBranch operations • 12 regional banks with universal banking operations • Handelsbanken International runsbranchoffice operations in countriesoutside the Bank’sdomestic markets • Just over 738 branches • High cost-effectiveness • Just over 7,300 employees

13. 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 Handelsbanken has operations in 22 countries

14. CD in a couple of minutes

15. The Central IT department is responsible for • DeliveringIT solutions with • the right function • the right availability • the right performance • competitivecosts • The work having • quality and a long-term approach • a high level of expertisebothregarding business operations and IT Our watchwords are: Simple and standardised world class solutions

16. CD’s departments Operations and technology Development Architecture Personnel Control/accounting

17. CD’s areas of work • Daily IT operations • Communication • Development and maintenance • IT security • Standard workplace • Support for internalusers • Productionof the Bank's data output, e.g. accountstatements, letters, business • cardsand posters 1,270 employees 200 consultants

18. Central departments/ administrative functions (CD) Central business areas and product owners Regional head offices Branches CUSTOMER Decentralised business decisions – Integrated IT

19. CD is in many locations • Stockholm (Gärdet, Blasieholmen and Torsgatan) • Malmö • Linköping • London • Helsinki • Copenhagen • Oslo • Warsaw, Tallinn, Hong Kong, Singapore, Shanghai, New York, Moscow, Luxembourg, Amsterdam

20. 12,000 work places in the whole Group (700 branches in 20 countries) 1,800 physicalservers 1.000 virtual servers Up to 10,532 mips Development for approx. SEK 1 billion a year 24 x 7 x 52 CD – some figures • 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 1,270 employees 200 consultants

21. z/os iSeries Windows UNIX Cobol C++ JAVA SAS Many environments and languages The business operations decide which services we will offer. CD decides the languages and environments for producing the services.

22. RF Other CHO departments UK HC RD HI HS CC HD RN Our demanders CD

23. CD's benchmark companies?