Lending Services Business Plan 2013

1. GFS Lending Services Business Plan 2013 • Mission & Core Principles for 2013 • Lending Services Values • High Level Targets and Action Planning DRAFT August 2012

2. Mission & Core Principles 2013 “To become the loan provider of choice” • Customer driven priorities, measured by customer satisfaction • Continuous improvement, to achieve efficient, flexible and effective processes • Values-based leadership. Everyone should understand how they fit into our mission, values, strategy, goals and objectives • Decisions based on a long-term commitment to our values • Empowerment through people working together • Excellent performance in all we do

3. Core Values 2013 Passionate – We are passionate about delivering the very best for our customers, our stakeholders and each other Visionary – We are forward thinking and plan ahead, moving forward with direction and purpose Inspiring – We are innovative and imaginative. We inspire each other, giving us the confidence and ambition to do things in new ways Trustworthy – You know where you are with us. We act with integrity, honesty and deliver on our commitments Helpful – We see things from the customer’s point of view, get straight to the point and keep things simple

4. Targets 2013 High level targets 2013: Lending Services • Support the Group by developing Lending • Improve our customer service to Best in Class • Increase capacity by 15% • Improve efficiency and effectiveness by 10% • Deliver on Project Reach targets

5. Goals 2013 Customer • Maintain and exceed service performance targets • Develop business acumen and relationships with customers • Be more customer-focused, understand and deliver People • Re-invigorate our people Financial • Drive out efficiencies and savings • Improve our financial management capability Internal Effectiveness Organisational Development • Maintain regulatory compliance and manage operational risks • Explore opportunities work more closely with others