BBVA in 2012

More documents

Recommendations

Info

BBVA commitmentBBVA employees are the brand voice and the creators of BBVA experience in their daily interactionswith customers. That is why they are undoubtedly the key to the success of our differentiation.All the Group’s workers have to be involved to offer customers the best possible experience, regardlessof whether they are in direct contact with customers or not. Based on this premise, BBVA has created acustomer-oriented incentive system that assesses employee contribution to customer satisfaction.In line with the NPS methodology, the incentive systems of the business units have been reviewed in2012 to take recommendations into account.Complaints managementBBVA is committedto a complaintsmanagementmodel aimed atserving customersflexibly, efficientlyand through theirchannel of choiceIn recent years, clear and determined progress has been made in all the countries where BBVA operatestoward a model of centralized claims management, based on swift personalized response, taking intoaccount the circumstances of each individual customer.In a distribution model such as that of BBVA, which is committed to multi-channel operations, theconsolidation of the incident resolution scheme at first contact has been key, but some local models aregoing even further and manage claims by trying to provide a superior experience to their customers.At BBVA, claims are considered an opportunity for continuous improvement of customer experience intheir relations with the Bank. As a claim is a critical moment, an immediate resolution generates greatercustomer satisfaction and demonstrates the Bank’s know-how; at the same time, an analysis of theincident will provide a diagnosis and action plan to root out the cause of the problem.As a result of the efforts made, in 2012 BBVA customers have shown themselves more satisfied with theservice they have received.11 32 Executive summary
Number of claims filed at the Banking Supervisory Authority for each 1 billioneuros of activity (1) 2012 2011 2010BBVA Spain 3 2 3BBVA Bancomer (Mexico) 302 421 425BBVA Francés (Argentina) 96 91 100BBVA Continental (Peru) 39 31 27BBVA Colombia 114 207 231BBVA Chile 19 30 26BBVA Portugal 15 11 5BBVA Provincial (Venezuela) 60 74 209Activity = gross customer lending + customer funds.Primary stakeholders33
Page 2 and 3: BBVA Group Highlights
Page 4 and 5: “ In 2012 the Group generateda ne
Page 6: 2
Page 9 and 10: Letter from the Chairman 5
Page 11 and 12: All this is the result of a strateg
Page 13 and 14: 1 As the main expression of t
Page 15 and 16: Our communication in 2012 has conti
Page 17 and 18: Brand management in 2012 was highly
Page 19 and 20: BBVA Board CommitteesIn order to be
Page 21 and 22: • Across-the-board operational co
Page 23 and 24: Primary stakeholdersIntroduction: t
Page 25 and 26: BBVA earnings figures presented in
Page 28 and 29: High liquidity ofBBVA shareBBVA is
Page 30 and 31: Management modelA model of peoplema
Page 32 and 33: To sum up, the combination of the a
Page 35: South AmericaIn 2012, a common syst
Page 39 and 40: Environmentand BBVA positioningThe
Page 41 and 42: the measures taken to correct imbal
Page 44 and 45: The easing of financial tensions in
Page 46 and 47: Positioning of BBVA GroupBBVA conti
Page 48 and 49: 20 2. A business model based on th
Page 50 and 51: - Innovate with teams dedicated exc
Page 52 and 53: 25 In short, this banking model
Page 54 and 55: 2. …reflected ingross income…28
Page 56 and 57: Risk under controlBBVA NPAs versusp
Page 58 and 59: Business areasSpainStrong franchise
Page 60 and 61: EurasiaAn area ofgrowth andpositive
Page 62 and 63: South AmericaBusiness activity(Year
Page 64 and 65: In short, abusinesstransformationre
Page 67 and 68: Group financialinformation65 Earnin
Page 69 and 70: EarningsIn 2012, BBVA Group reporte
Page 71 and 72: Consolidated income statement: quar
Page 73 and 74: • Resilience in Spain, in a conte
Page 75 and 76: allocations to the deposit guarante
Page 77 and 78: 8 • Maintain its leadership p
Page 79 and 80: 13 Provisions and othersCumulativ
Page 81 and 82: Lastly, earnings per share (EPS) fr
Page 83 and 84: In short, a year in which there has
Page 85 and 86: 20 Lastly, non-performing loans ha
Page 87 and 88:
Off-balance-sheet customer funds st
Page 89 and 90:
Capital baseThe main highlight in 2
Page 91 and 92:
26 RatingsIn 2012, BBVA’s ratin
Page 93 and 94:
Risk management90 Global Risk Manag
Page 95 and 96:
Integration of risks andoverall ris
Page 97 and 98:
Credit riskCredit risk quantificati
Page 99 and 100:
Behavioral scoring is used to revie
Page 101 and 102:
The economic cycle in PDThe current
Page 103 and 104:
13LGD for Autos Finanzia, BBVA Spai
Page 105 and 106:
The portfolio model and concentrati
Page 107 and 108:
The exposure breakdown by rating of
Page 109 and 110:
22 Real-estate exposure and coverag
Page 111 and 112:
ConcentrationExcluding sovereign ri
Page 113 and 114:
27 BBVA Group. Net NPA entries(Mill
Page 115 and 116:
Structural risksStructural interest
Page 117 and 118:
Interest rate risk measurement is s
Page 119 and 120:
Structural risk in the equity portf
Page 121 and 122:
BBVA continues working to improve a
Page 123 and 124:
Credit risk in market activitiesThe
Page 125 and 126:
Operational riskOperational risk is
Page 127 and 128:
Operational risk management in the
Page 129 and 130:
Reputational riskThis is another ty
Page 131 and 132:
The economic capital of the Pension
Page 133 and 134:
Categories of financing and advice
Page 135 and 136:
Business areas135 Spain149 Eurasia1
Page 137 and 138:
Furthermore, as usual in the case o
Page 139 and 140:
SpainIncome statement(Million euros
Page 141 and 142:
• On July 20, the Government requ
Page 143 and 144:
3 Spain. Efficiency ratio versus pe
Page 145 and 146:
These lines axes of action will con
Page 147 and 148:
10 Spain. Operating income(Million
Page 149 and 150:
- Creation of a SICAV module on the
Page 151 and 152:
As of 31-Dec-2012, BBVA Seguros has
Page 153 and 154:
EurasiaIncome statement(Million eur
Page 155 and 156:
Management prioritiesIn 2012, the E
Page 157 and 158:
17 Eurasia. Efficiency(Million euro
Page 159 and 160:
• The above, together with the hi
Page 161 and 162:
Highlights• The Bank has been rec
Page 163 and 164:
MexicoIncome statement(Million euro
Page 165 and 166:
area has been positive year-on-year
Page 167 and 168:
30 Mexico. Consumer finance plus cr
Page 169 and 170:
The increase of operating expenses
Page 171 and 172:
As a result of the above, the net a
Page 173 and 174:
government employees and tax collec
Page 175 and 176:
South AmericaIncome statement(Milli
Page 177 and 178:
advancing together with economic ac
Page 179 and 180:
43 South America. Net attributable
Page 181 and 182:
Grupo BBVA. Business share ranking
Page 183 and 184:
Colombia Peru Venezuela2012 ∆%
Page 185 and 186:
The macroeconomic and competitive e
Page 187 and 188:
VenezuelaIn 2012, the growth of the
Page 189 and 190:
By companies, Seguros Argentina, fo
Page 191 and 192:
Significant ratios(Percentage)The U
Page 193 and 194:
opportunities in key markets throug
Page 195 and 196:
51 The United States. NPA and cover
Page 197 and 198:
The area was able to successfully m
Page 199 and 200:
HighlightsThe most relevant awards
Page 201 and 202:
Definition of the aggregateCorporat
Page 203 and 204:
held by retail investors. The conve
Page 205 and 206:
Additional information:Corporate &
Page 207 and 208:
greater efficiency, cost control an
Page 209 and 210:
The trend in operating expenses sho
Page 211 and 212:
Main Corporate Finance transactions
Page 213 and 214:
Corporate LendingCorporate Lending
Page 215 and 216:
In Latin America, the funding of Li
Page 217 and 218:
In Mexico, Global Markets maintains
Page 219 and 220:
Supplementaryinformation216 Consoli
Page 221 and 222:
IFRS (Bank of Spain’s Circular 4/
Page 223:
JapanTokyoFukoku Seimei Bldg. 12 th
show all

BBVA in 2012

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?