Operations in Financial Services Fall 2003 Eugenia Chiang Shirley Chen

Introduction  Company background  Leading full-service financial services provider throughout Asia-Pacific region  Continued global expansion (U.S., Southeast Asia, etc.)  Six key divisions: corporate banking, retail banking, international banking, trust business, investment banking, treasury operations  Strategy  One-stop shop  Significant investments in technology to maintain lowest possible costs to the customer  Increasing operational efficiency to lower costs and meet customer demands by expanding online access to products and services

Product and Channel Focus  Key product: MMAb2b.com  Serves corporate and retail banking customers  Provides full e-banking services to personal banking customers  Provides full suite of customized financial transaction services to SMEs (Small and Medium Enterprises)  Key Channel: Branches/Private Banking  In 1998, identified 80% profit margin contributed by top 20% accounts.  Every Branch has a private banking center  General Private Banking Consultants  Cross-selling strategy

Operational Focus  Operational Focus  Continuing focus on robust IT innovations  Increasing dependence on Internet solutions  Increasing globalization  Compliance with industry regulations  People, process, technology risks – all of the above!

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