Performance Management Supporting Pack - Financial ...

Performance Management Supporting Pack

1H15 Performance Objectives and Rewards

Small Business Banking

October 2014

Version 1.1 Note: Printed versions of this document may be obsolete. Please check MAX for the latest version.

ANZ.001.007.0018_0001

https://max.global.anz.com/People/Rewards and recognition/Pages/Corporate-and-Commercial-Performance,-Incentives.aspx#tab1

2

Hi Everyone, As the financial year draws to a close I’d like to thank you for your relentless focus on our customers and your contribution to our business. It’s been a great year for Small Business Banking. We need to remain focussed as we move into FY15, to continue to grow our business and to reach our aspiration of being #1. In 1H15, there is minimal change to your Performance Objectives and targets. However, we are refocusing in some key areas:

• As you know, we have a balanced scorecard approach to recognise the importance of all four quadrants of our Performance Objectives; Customer, People, Process and Financial

• We are introducing a Relationship Strength Indicator for a number of roles highlighting our commitment to customer retention and listening to feedback to constantly improve our customer experience.

• We are adjusting cross-sell product categories. In FY15 we will have five categories of Retail, Working Capital, Wealth, I&IB and Asset Finance, in order to more effectively promote whole of wallet discussions

• We’ve added the well managed scorecard to all KRA documents, with appropriate weighting, highlighting the importance of a disciplined approach to the whole of your role day to day.

All the best for the year ahead. I look forward to seeing you on the road.

Welcome to FY15: a message from Kate Gibson

ANZ.001.007.0018_0002

Agenda

Key changes for 1H15 Slide 4

Things you should know for 1H15

Slide 5-8

Managing your performance Slide 9

More information Slide 10

Lending drawdowns and Whole of Wallet Targets Slide 11-14

New recognition and reward program – Outperformanz

Role Objectives, Measures & Weightings

Slide 15-16

Slide 17-37

Performance Management Documents

Key Measures Explained and Case Studies

Additional resources

3

ANZ.001.007.0018_0003



Role Financial Customer Process People

BBM roles (Health, Senior, Premium)

Total Effort Revenue: New measure in 1H15

Lending drawdowns are in the customer category

New to Bank Lending drawdowns removed

A-Z Reviews are in the customer category

Relationship strength indicator (RSI) is a new measure

Cross-Sell product categories have been updated and are: Retail, Working Capital, Wealth, I&IB and Asset finance • Well Managed Scorecard: captures SBO Accreditation, Annual leave and FSRA compliance

People Development

(self): New measure for 1H15 which reflects the importance of skill development (and coaching)

Contribution to ANZ, within C&CB, State and Super Regional: Updated measure - which focuses on measuring collaboration across C&CB segments and ANZ businesses

SBS / Senior SBS

Lending drawdowns are included in the financial category


Relationship strength indicator (RSI): New measure for 1H15 (Senior SBS only)

Cross-Sell product categories have been updated and are: Retail, Working Capital, Wealth, I&IB and Asset finance • Well Managed Scorecard captures SBO Accreditation, Annual leave and FSRA compliance

SBM

Total Effort Revenue: New measure in 1H15

Lending and Deposit Balance Sheet: Updated meet and exceed targets


Cross-Sell product categories have been updated and are: Retail, Working Capital, Wealth, I&IB and Asset finance • Well Managed Scorecard: captures SBO Accreditation, Annual leave and FSRA compliance

Retention

No change Cross-Sell product categories have been updated and are: Retail, Working Capital, Wealth, I&IB and Asset finance

• Well Managed Scorecard: captures SBO Accreditation, Annual leave and FSRA compliance A-Z Reviews is removed

Small Business Sales Consultant

Business Transaction Accounts are included in the financial category

Cross-Sell product categories have been updated and are: Retail, Working Capital, Wealth, I&IB and Asset finance

• Well Managed Scorecard: captures SBO Accreditation, Annual leave and FSRA compliance

Outbound Sales

No change Product Targets: Updated

product categories and are: Retail, Working Capital, Wealth, I&IB and Asset finance

• Well Managed Scorecard: captures SBO Accreditation, Annual leave and FSRA compliance

Key Changes for 1H15 - Role type

4 UPDATE REMOVED NEW

LEGEND

ANZ.001.007.0018_0004

1) Changes to Whole of Wallet Performance

The product cross-sell measure has been aligned across all of Corporate and Commercial Banking for 1H15 to ensure all aspects of customer requirements are fulfilled. In the Weekly Ladders, we will weight the product categories to determine your ranking. Product cross sell is now measured across weighted product categories with targets assigned to specific products To meet target you are required to achieve any 3 of 5 product categories

To outperform you are required to achieve 5 of 5 product categories

Category Weighting (%) Definition

Retail 40% Home and Investment Loans (40%)

Working Capital 20% Commercial Cards (10%), Merchants (10%)

Wealth 20% Financial Planning (15%), Commercial Insurance (5%)

I&IB 10% Markets, Trade Finance, Foreign Exchange, Super Regional Referral, Direct Debit, BPAY

Asset Finance 10% Asset Finance (10%)

Total 100%

Your product targets are contained within this pack

For all the details refer to Key Measures Explained & Case Studies

5

ANZ.001.007.0018_0005


2) Customer Experience for Snr SBS, BBMs, PBBMs & Area Managers

It is a phone survey conducted by an external provider, to seek feedback from our relationship managed customers on what we do well and where we could improve in delivering to the best customer experience. We will be asking approximately 25% of our customers about their experience with ANZ. The phone survey will be being conducted initially in October 2014 to baseline our Relationship Strength Index measure. Surveys will then be conducted twice a year with a follow-up survey to be completed around June 2015. An opportunity to gain insights on where we are exceeding our customer’s expectations and identifying areas for improvement.

Staff engagement survey feedback has shown a greater need for ANZ to incorporate customer feedback to improve the products and services we offer. The RSI survey will also provide a baseline of our performance on key customer metrics such as advocacy, loyalty, satisfaction, skills and knowledge, and ease of doing business.

The RSI feedback is used to help us understand better ways to deliver the best customer experience and to improve our relationship with our customers.

Relationship Strength Index

Real Time Customer Feedback Coming Soon

What is it? When? Benefits? Why? What’s the outcome?

What is it?

6

A Real Time Customer Feedback measure will be introduced to provide customers with the ability to assess our service capabilities so that when a customer has an interaction with ANZ through our business phone channel, a survey is issued the next day via email, asking for feedback on the experience.

ANZ.001.007.0018_0006

ABN SBB

Business Lending to be part of Business Pillar

• Business Transact sales (event 115) (40%)

• Commercial Referrals (incl Merchant Referrals) (30%)

• Business Lending (Commercial Cards, SBiR Lending) (30%)

SBS can continue to shadow SBiR branch sales:

• SBiR Merchants, Commercial Cards and Lending

• SBS must select ‘ANZ-SBiR’ as source of business in iKC

Bankers Dashboard - Business Pillar (20%)

• Business Transact sales (event 115) (8%)

• Commercial Referrals (including Merchant Referrals) (6%)

• Business Lending (Commercial Cards, SBiR Lending) (6%)

There is no automatic mapping/recording of sales SBS takes ownership of claiming branch sales

• Shadowing SBiR branch sales is to encourage/reward those coaching branch staff to build SBiR capability, having regular catch ups and getting an update on sales made.

3) There are no changes to Small Business in Retail

Commercial Referral

Commercial Referral definition (in place since 1H14) is to build SBiR capability in the Branch Network and drive better quality referrals

If a referral is ‘Qualified’, ‘Closed with sale’, ‘Closed without sale’ in iKnow, it will be a qualified referral and an iPad A-Z Review must have been completed

Commercial Referral Definition A commercial referral is deemed "qualified" where there has been a new or increased commercial lending or product need identified, that cannot be fulfilled by SBiR AND must result in a full A-Z review (the lending products can be any of the Business Overdrafts, Term Loans, Asset Finance, Bank Guarantee or FX/Trade.)

It is not a Commercial Referral if there is an SBiR Sale for branch staff, only if there are needs identified that CAN NOT be fulfilled by SBiR

For all the details refer to Small Business in Retail (SBiR) on MAX

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ANZ.001.007.0018_0007

https://max.global.anz.com/Work/Sales and marketing/Campaigns/Pages/anz/sites/Small Business in Retail_Lending.aspx



4) Updates to 1H15 Incentive Hurdles

Your product targets are contained within this pack

For all the details refer to Key Measures Explained & Case Studies

8

Role Category 2H14 Financial Hurdles 1H15 Financial Hurdles

Business Banking Manager (Senior, Health, Premium)

1. Achieved target on either Deposit FUM Growth OR Lending AND

2. Achieved a minimum of 5 out of 6 product targets (any 5)

1. Achieved target on Lending AND

2. Achieved target on Retail category plus any 2 other categories (3 out of 5 categories)

Small Business Specialists (including Senior)





Small Business Manager

1. Achieved target on either Deposit FUM Growth OR Lending AND




Deposit Small Business Manager

1. Achieved target on Deposit FUM Growth OR

2. Achieved target on TERAI 1. Achieved target on Deposit FUM Growth

Customer Retention Consultant

1. Achieved target on Revenue AND

2. Achieved target on lending OR Achieved target on Save Rate

1. Achieved target on Revenue AND

2. Achieved target on lending Achieved target on Retail category plus any 2 other categories (3 out of 5 categories)

Small Business Sales Consultants





Outbound Sales Consultants

1. Target on Customer Referrals resulting in sale AND

2. Target on lending



Merchant Sales Consultant

1. Achieved a minimum 100% of target on Merchant Sales AND

2. Achieved target on Cross Sell OR Achieved target on Deposits

1. Achieved a minimum 100% of target on Merchant Sales AND

2. Achieved target on Cross Sell OR Achieved target on Deposits

Note: No changes to Well Managed, Op Risk & Compliance requirements

ANZ.001.007.0018_0008


Managing your Performance in 3 steps

Read this Support Pack

Review the Key Measures Explained & Case Studies

Understand your Performance Objectives Document

1.

2.

3.

Learn about the

• Performance Objectives Framework

Understand your:

• Performance Objectives in detail • Targets • Definitions • Case Studies

Own your:

• Results

You can actively manage your performance by

accessing MAX and completing these 3 steps

9

ANZ.001.007.0018_0009





More Information is available to you

Corporate and Commercial Performance, Incentives and Rewards (MAX)

Access:

• Performance Management document by role type

• Rewards and Incentives Program information

• Sales campaign information

• Outperformanz

Performance Reports

Access your segment specific Performance Reports

Key Measures Explained and Case Studies

Detailed information about Performance Objectives

Definitions of Performance Objective measures, including data sources, reports etc.

Your Line Manager

Speak to your Line Manager for performance management feedback

10

ANZ.001.007.0018_0010




Approach Targets Example Level of difficulty to

achieve target

11

Appendices: Differential Lending Targets

What

Lending targets are differentiated nationally

Why

• Fairer distribution of targets among staff

• Align targets with state economic opportunity and business concentration

• Aligning to proven methodology of tiering/opportunity banding as within the branch network

How

Based on input

• Financial modelling

• State economic insights

• State manager input

Tier 1 Target

Tier 2 Target

Tier 3 Target

Lending targets based on:

• Economic conditions

• Market activity

• Growth

• Location

City and Inner Suburbs / High business concentration

Outer Areas / Moderate business concentration

Regional Towns / Low business concentration

Equal

ANZ.001.007.0018_0011

Role Role Type Tier Lending Target (2H14)

Lending Target (1H15)

NTB Target (2H14)

NTB Target (1H15)

Small Business Specialist (SBS) 5.1 1 $2.8M $2.8M $0.97K $0.97K

2 $2.4M $2.4M $0.85K $0.85K

3 $2.0M $2.0M $0.72M $0.72M

Senior Small Business Specialist (Senior SBS)

4.4 1 $5.0M $5.0M $2.4M $2.4M

2 $4.6M $4.6M $2.1M $2.1M

3 $4.2M $4.2M $1.78M $1.78M

Business Banking Manager (BBM) 4.4 1 $6.5M $6.5M $3.4M N/A

2 $6.0M $6.0M $3.00M N/A

3 $5.5M $5.5M $2.5M N/A

4.3 1 $7.5M $7.5M $3.85M N/A

2 $7.0M $7.0M $3.4M N/A

3 $6.5M $6.5M $3.00M N/A

4.2 1 $8.5M $8.5M $4.4M N/A

2 $8.0M $8.0M $3.85M N/A

3 $7.0M $7.0M $3.3M N/A

Health BBM 4.3 N/A $6.5M N/A N/A

Premium Broker BBM 4.3 1 $14.0M $14.0M $7.0M N/A

Small Business Manager 5.1 1 $3.8M $3.8M N/A N/A

Senior Small Business Manager (Senior SBM)

4.4 1 $4.2M $3.8M N/A N/A

Health Small Business Manager 4.4 1 N/A $3.8M N/A N/A

Small Business Sales Consultant 5.2 1 $2.4M $2.4M N/A N/A

Senior Small Business Sales Consultant 5.1 1 $2.4M $2.4M N/A N/A

Retention Consultant 5.1 1 $400K $400K N/A N/A

Outbound Sales Consultant 5.1 1 $1.6M $1.6M N/A N/A

5.3 1 $1.2M $1.2M N/A N/A

Appendices: Lending Drawdown Targets

ANZ.001.007.0018_0012

Appendices: Whole of Wallet Targets

Category Product Type SBS and Senior SBS BBM and PPMB Health BBM

Retail (40%)

Home & Investment Loans (40%)

Metro: 10 Regional: 10

Agri: 2


Agri: 2 Metro: 10

Working Capital (20%)

Commercial Cards (10%) Metro: 30

Regional: 16 Agri: 7


Agri: 7


Agri: 7

Merchants (10%) Metro: 30



Agri: 0

0

Wealth (20%)

Financial Planning (sales) (15%)

3 3 3

Commercial Insurance (5%) 7

Agri: 4 4 0

I&IB (10%)

Trade Finance Foreign Exchange

Direct Debit BPAY

Super Regional/GRT

(10%)

3 3 0

Asset Finance (10%)

Asset Finance (10%) 7 7 7

ANZ.001.007.0018_0013

Category Product Type SBM & Senior

SBM Health SBM

Inbound Sales Consultant

Outbound Sales Consultant

Retention Consultant

Retail (40%)

Home & Investment Loans (40%)


Agri: 5


Agri: 5

2 2 2

Working Capital (20%)

Commercial Cards (10%) 11 11 16 8 8

Merchants (10%) Metro: 10

Regional: 8 Agri: 0

0 28 8 12

Wealth (20%)

Financial Planning (sales) (15%)

3 3 2 2 1

Commercial Insurance (5%)

3 0 2 2 2

I&IB (10%)

Trade Finance Foreign Exchange Super Regional

Direct Debit BPAY

(10%)

2 0 1 1 1

Asset Finance (10%)

Asset Finance (10%) 7 7 3 3 3

Appendices: Whole of Wallet Targets

ANZ.001.007.0018_0014

15

Appendices: Accelerating towards our #1 aspiration with Outperformanz

Accessible on desktop and smart devices for real-time, in the moment recognition

A single platform for all campaigns, recognition and reward

Segment and State specific messaging (and customisable campaigns)

Ability to recognise colleagues in the moment via the Recognition Wall

Broad range of reward merchandise to appeal to many tastes

ANZ.001.007.0018_0015

How does Outperformanz compare to elite?

How can I be recognised and rewarded?

• Points for sales • Points for appropriate sales behaviours • Points for referrals

• Points earned by a variety of achievements, behaviours and performance

• Recognition can be given by any participant, to any participant

How often are points allocated?

• Points allocated monthly • For SBB, pending until the end of the half

• Recognition is instantaneous – the recognition wall shares our stories of success in real time and each message can be supported with ‘likes’ and comments from others

• Points are allocated to line managers monthly (budget based on FTE) and can be allocated to team members when recognition is received

• Points can be redeemed at any time

Who is eligible? • Small Business Banking • Regional Business Banking • Business Banking

• All C&CB frontline • C&CB enablement functions • You can recognise across segment, state and

function

What can I redeem my points for?

• Points are redeemable in the elite Member Store • Points are redeemable in the Outperformanz Member Store

Starting in October, we will commence the closure of elite

• SBB 2H14 points will be made redeemable to those eligible

• No new elite points will be issued to Sales Leaders

• elite Members will have until 31 December to redeem elite points

• elite Members will receive communications to remind them to use their points prior to 31

December

• elite points are not transferrable to Outperformanz

ANZ.001.007.0018_0016

Area Manager

Area Manager

Objectives Measure Weighting Meets Exceeds

Financial 40%

Total Effort Revenue 15% 100% of Target 110% of Target

Direct Lending Balance Sheet (EoP) 5% 100% of Target 110% of Target

Direct Deposit Balance Sheet (EoP) 5% 100% of Target 110% of Target

Lending drawdowns 15% 100% of Target 125% of Target

Customer 15%

Relationship Strength Index 5% State Manager Assessment

State Manager Assessment

Whole of Wallet (Cross-sell) 10% Full FTE complement to achieve minimum

sales in any 3 cross sell categories (SBS 5%, BBM/SBM/PBBM 5%)

Full FTE complement to achieve minimum sales in any 5 cross sell categories (SBS 5%,

BBM/SBM/PBBM 5%)

Process 20%

Well Managed Scorecard 10%

1. FSRA/Edge: Average of 90% compliance rate for the full year (full complement) and

2. SBO Accreditation: Average of 80% compliance rate (scorecard 'Y' Compliant or

'C' Check/Warning) for the full year (full complement, excl. new to role in the first 6

months) and 3. Annual Leave: Average of 90% compliance for full year (full complement) of employees

with < 160 hours

N/A

A-Z Review Coaching 10% 100% of Target (Quality 50%and Conversion

50%) 110% of Target

People 25%

People Development and Coaching (participation Lending and Whole of

Wallet (Cross-sell)) 10%

60% of FTE employed during the half (greater than 3 months budget) on Target.

(SBS/SSBS/BBM/SBBM/Health BBM/PBBM)

80% of FTE employed during the half (greater than 3 months budget) on Target. (SBS/SSBS/BBM/SBBM/Health BBM/PBBM)

Contribution to ANZ, within C&CB, State and Super Regional

10%

Execute and show leadership relating to the State Franchise Plan including collaboration across C&CB segments and ANZ businesses.

Eg. SBIR

Role model execution and leadership relating to the State Franchise Plan including

collaboration across C&CB segments and ANZ businesses. Eg. SBIR

Building a diverse and engaged workforce 5% Manager assessment that meets expectations (MyVoice Engagement results, staff turn-over

and diversity)

Manager assessment that exceeds expectations (MyVoice Engagement results,

staff turn-over and diversity)

ANZ.001.007.0018_0017

Small Business Specialist

Small Business Specialist Objectives Measure Weighting 5 4 3 2 1

Financial 35%

Business Transaction Accounts

10% <80% 80.0% 100.0% 113.0% 125.0%

Lending Drawdowns 25% <80% 80.0% 100.0% 113.0% 125.0%

Customer 20%

A-Z Review measured on iPad

10% Metro: < 156

Regional: < 156 Metro: 156

Regional: 156 Metro: 182



Regional: 234

NTB Lending Drawdowns

10% <80% 80.0% 100.0% 112.5% 125.0%

Process 30%

Well Managed Scorecard

10%

Non compliance on any measure in the

scorecard: 1. FSRA/Edge

2. SBO Accreditation 3. Annual Leave: Less

than 160 hours 4. Negative Alerts

N/A

Overall compliance on all measures in the

scorecard of either 'Y'

compliant or 'C' check compliant:

1. FSRA/Edge 2. SBO

Accreditation 3. Annual Leave:

Less than 160 hours

4. Negative Alerts: ≤2

N/A

Y' Flag compliance in all measures on the

Scorecard: 1. FSRA/Edge:

2. SBO Accreditation:

3. Annual Leave: Less than 160

hours 4. Negative Alerts: Nil

Whole of Wallet (Cross-sell)

20% Minimum sales achieved across 1 of the 5 product

categories

Minimum sales achieved across 2 of the 5 product

categories

Minimum sales achieved across

3 of the 5 product

categories


4 of the 5 product

categories


5 of the 5 product

categories

People 15%

People Development (of yourself and others)

5% Manager assessment compared to peers

Manager assessment compared to peers

Manager assessment compared to

peers


peers


peers

Contribution to ANZ, within C&CB, State and

Super Regional 10%

Does not demonstrate contribution to the State

Franchise Plan, collaboration across C&CB

segments and ANZ businesses

N/A

Execute and show leadership relating to the State Franchise Plan including collaboration across C&CB


N/A

Role models execution and

leadership relating to the State Franchise Plan including collaboration across C&CB


ANZ.001.007.0018_0018

Senior Small Business Specialist

Senior Small Business Specialist


Financial 40%


10% 100% of Target 125% of Target

Lending Drawdowns 20% 100% of Target 125% of Target

NTB Lending Drawdowns


Customer 15%


5% TBA TBA


10% Metro: 182


Regional: 234

Process 30%


20% Minimum sales achieved across 3

of the 5 product categories Minimum sales achieved across 5

of the 5 product categories

Well managed scorecard

10%

Overall compliance on all measures in the scorecard of

either 'Y' compliant or 'C' check compliant:

1. FSRA/Edge 2. SBO Accreditation

3. Annual Leave: Less than 160 hours


Y' Flag compliance in all measures on the Scorecard:

1. FSRA/Edge: 2. SBO Accreditation:


4. Negative Alerts: Nil

People 15%


5% Manager assessment compared to

peers Manager assessment compared to

peers


Super Regional 10%

Execute and show leadership relating to the State Franchise

Plan including collaboration across C&CB segments and ANZ

businesses

Role model execution and leadership relating to the State

Franchise Plan including collaboration across C&CB


ANZ.001.007.0018_0019

Business Banking Manager/ Health Business Banking Manager/Senior Business Banking Manager/Premium Broker Business Banking Manager

Business Banking Manager/ Health Business Banking Manager/Senior Business Banking Manager/Premium Broker Business Banking Manager


Financial 45%



Direct Lending Balance Sheet (EoP)


Direct Deposit Balance Sheet (EoP)


Customer 15%


5% State Manager and Area Manager

Assessment State Manager and Area Manager

Assessment


10% Metro: 130



Agri: 170

Process 25%


15% Minimum sales achieved across 3 of

the 5 product categories Minimum sales achieved across 5 of

the 5 product categories


Overall compliance on all measures in the scorecard of either 'Y' compliant

or 'C' check compliant: 1. FSRA/Edge

2. SBO Accreditation 3. Annual Leave: Less than 160 hours


Y' Flag compliance in all measures on the Scorecard: 1. FSRA/Edge:

2. SBO Accreditation: 3. Annual Leave: Less than 160 hours


People 15%




peers


Super Regional 10%

Execute and show leadership relating to the State Franchise Plan including collaboration across C&CB segments

and ANZ businesses

Role model execution and leadership relating to the State Franchise Plan including collaboration across C&CB


ANZ.001.007.0018_0020

Outbound Sales Consultant (5.1/ RBS)/ Outbound Sales Consultant (5.3) Outbound Sales Consultant (5.1/ RBS)/ Outbound Sales Consultant (5.3)

Objectives Measure Weighting 5 4 3 2 1

Financial 30%

Lending Drawdowns

20% <80% 80.0% 100.0% 112.5% 125.0%


10% <80% 80.0% 100.0% 112.5% 125.0%

Customer 35%



categories


categories


categories


categories


categories

Customers referred

15% <80% 80.0% 100.0% 112.5% 125.0%

Process 20%

Commercial Quality

Management Framework

10% <60% 60-69.99% 70-79.99% 80-89.99% >90%


10%

Non compliance on any measure in the scorecard:



4. Negative Alerts

N/A




1. FSRA/Edge 2. SBO


Less than 160 hours


N/A






People 15%

People Development (of

yourself and others)




peers


peers


peers

Contribution within State,

C&CB and ANZ 10%




N/A

Execute and show leadership

relating to the State Franchise Plan including collaboration across C&CB


N/A




ANZ.001.007.0018_0021

Outbound Sales Team Manager (RBS Team Leader)

Outbound Sales Team Manager (RSB Team Leader) Objectives Measure Weighting Meets Exceeds

Financial 20%

Lending 20% 100% of target 125% of target

Customer 40%


10% 100% of target 125% of target

Customers Referrals 15% 100% of target 125% of target





Process 20%

Commercial Quality Management Framework

10% 75% of FTE on target (with greater

than 3 months budget) 90% of FTE on target (with greater

than 3 months budget)


1. FSRA/Edge: Average of 90% compliance rate for the full year (full

complement) 2. SBO Accreditation: Average of 80%

compliance rate (scorecard 'Y' Compliant or 'C' Check/Warning) for

the full year (full complement) 3. Annual Leave: Average of 90%

compliance for full year (full complement) of employees with < 160

hours 4. Negative Alerts: ≤2 (individually for

the full year)

1. FSRA/Edge: Average of 100% compliance rate for Full Year (full



the Full Year (full complement) 3. Annual Leave: Average of 100%

compliance for full year, Full Year (full complement) of employees with < 160


People 20%

People Development and Coaching (participation Lending and Whole of Wallet (Cross-sell))

10% 60% of FTE employed during the half (greater than 3 months budget) on

Target

80% of FTE employed during the half (greater than 3 months budget) on

Target


Super Regional 10%


and ANZ businesses



ANZ.001.007.0018_0022

Small Business Sales Consultant

SBST Objectives Measure Weighting 5 4 3 2 1

Financial 40%

Lending Drawdwons

30% <80% 80.0% 100.0% 112.5% 125.0%


10% <80% 80.0% 100.0% 112.5% 125.0%

Customer 25%



categories


categories


3 of the 5 product

categories


4 of the 5 product

categories


5 of the 5 product

categories

Process 20%

Commercial Quality


10% <60% 60-69.99% 70-79.99% 80-89.99% >90%


10%





N/A




1. FSRA/Edge 2. SBO


Less than 160 hours


N/A






People 15%






peers


peers


peers


C&CB and ANZ 10%




N/A



N/A




ANZ.001.007.0018_0023

Senior Small Business Sales Consultant

Senior SBST Objectives Measure Weighting 5 4 3 2 1

Financial 35%

Lending Drawdowns

25% <80% 80.0% 100.0% 112.5% 125.0%


10% <80% 80.0% 100.0% 112.5% 125.0%

Customer 20%



categories


categories

Minimum sales achieved across 3 of



4 of the 5 product

categories



Process 30%

Commercial Quality


10% <60% 60-69.99% 70-79.99% 80-89.99% >90%

Participation - Lending & Whole of Wallet (Cross-

sell)

10% Less than 50% of new FTE employed during the half

on Target

50% of new FTE employed during the half

on Target

60% of new FTE employed during the

half on Target

70% of new FTE employed

during the half on Target


half on Target


10%




4. Negative Alerts

N/A


scorecard of either 'Y' compliant or 'C' check

compliant: 1. FSRA/Edge


than 160 hours 4. Negative Alerts: ≤2

N/A



2. SBO Accreditation: 3. Annual Leave: Less

than 160 hours 4. Negative Alerts: Nil

People 15%







peers



C&CB and ANZ 10%




N/A


Plan including collaboration across C&CB segments and

ANZ businesses

N/A

Role models execution and leadership

relating to the State Franchise Plan

including collaboration across C&CB


ANZ.001.007.0018_0024

Inbound Sales Team Manager

Inbound Sales Team Manager Objectives Measure Weighting Meets Exceeds

Financial 30%

Lending Drawdowns 30% 100% of target 125% of target

Customer 30%





the 5 product categories Minimum sales achieved across 5 of the

5 product categories

Process 20%



than 3 months budget) 90% of FTE on target (with greater than

3 months budget)







hours






hours

People 20%



Target


Target


Super Regional 10%


and ANZ businesses



ANZ.001.007.0018_0025

Merchant Sales Consultant

Merchant Sales Consultant Objectives Measure Weighting 5 4 3 2 1

Financial 40%

Merchant Sales 40% <80% 80.0% 100.0% 112.5% 125.0%

Customer 25%


15% <80% 80.0% 100.0% 112.5% 125.0%


10% <80% 80.0% 100.0% 112.5% 125.0%

Process 20%

Commercial Quality


10% <60% 60-69.99% 70-79.99% 80-89.99% >90%


10%





N/A




1. FSRA/Edge 2. SBO


Less than 160 hours


N/A






People 15%






peers


peers


peers


C&CB and ANZ 10%




N/A



N/A




ANZ.001.007.0018_0026

Senior Merchant Sales Consultant

Senior Merchant Sales Consultant Objectives Measure Weighting 5 4 3 2 1

Financial 35%

Merchant Sales 35% <80% 80.0% 100.0% 112.5% 125.0%

Customer 20%


10% <80% 80.0% 100.0% 112.5% 125.0%


10% <80% 80.0% 100.0% 112.5% 125.0%

Process 30%

Commercial Quality


10% <60% 60-69.99% 70-79.99% 80-89.99% >90%

Participation - Sales & Business

Transaction Accounts

10% Less than 50% of new FTE employed during the half

on Target

50% of new FTE employed during the half

on Target


half on Target

70% of new FTE employed during the half on Target


half on Target


10%




4. Negative Alerts

N/A




3. Annual Leave: Less than 160 hours 4. Negative Alerts:

≤2

N/A





People 15%






Manager assessment

compared to peers



C&CB and ANZ 10%




N/A

Execute and show leadership relating

to the State Franchise Plan

including collaboration across C&CB segments and

ANZ businesses

N/A

Role models execution and leadership

relating to the State Franchise Plan

including collaboration across C&CB


ANZ.001.007.0018_0027

Merchant Sales Team Manager

Merchant Sales Team Manager Objectives Measure Weighting Meets Exceeds

Financial 35%

Merchant Sales 35% 100% of target 125% of target

Customer 25%





Process 20%


10% 75% of FTE on target (with

greater than 3 months budget) 90% of FTE on target (with

greater than 3 months budget)


10%

1. FSRA/Edge: Average of 90% compliance rate for the full year

(full complement) 2. SBO Accreditation: Average of 80% compliance rate (scorecard

'Y' Compliant or 'C' Check/Warning) for the full year

(full complement) 3. Annual Leave: Average of 90%

compliance for full year (full complement) of employees with

< 160 hours


complement) 2. SBO Accreditation: Average of 90% compliance rate (scorecard

'Y' Compliant or 'C' Check/Warning) for the Full Year

(full complement) 3. Annual Leave: Average of

100% compliance for full year, Full Year (full complement) of employees with < 160 hours

People 20%

People Development and Coaching

(participation of key measures)

10% 60% of FTE employed during the

half (greater than 3 months budget) on Target

80% of FTE employed during the half (greater than 3 months

budget) on Target


Super Regional 10%



businesses




ANZ.001.007.0018_0028

Commercial Sales Manager

Commercial Sales Manager


Financial 35%


Deposit Accounts 5% 100% of Target 110% of Target

Merchant Sales 15% 100% of Target 125% of Target

Customer 20%

Customer Satisfaction 5% Stakeholder feedback, voice of

business survey, RTCF Stakeholder feedback, voice of

business survey, RTCF


15% Staff participation rate achieving target Staff participation rate achieving OP

Process 15%

Well Managed Business 15% Management of risks in the business Management of risks in the business

People 30%


10%


Target. (SBS/SSBS/BBM/SBBM/Health BBM/PBBM)



Leadership & contribution to ANZ, within SBB, C&CB

and Super Regional 20%

Execute and show leadership including collaboration across C&CB segments and ANZ businesses. Also includes

MyVoice engagement results



ANZ.001.007.0018_0029

Retention Consultant

Retention Consultant Objectives Measure 5 4 3 2 1

Financial 35%

Customer Save Rate

15% <65% 65-69.99% 70-74.99% 75-79.99% >80%

Revenue Retained 20% <80% 80.0% 100.0% 112.5% 125.0%

Customer 30%

Lending FUM 15% <80% 80.0% 100.0% 112.5% 125.0%



categories


categories


categories


categories


categories

Process 20%

Commercial Quality


10% <60% 60-69.99% 70-79.99% 80-89.99% >90%


10%




4. Negative Alerts

N/A




1. FSRA/Edge 2. SBO


Less than 160 hours


N/A

Y' Flag compliance in all measures on

the Scorecard: 1. FSRA/Edge:




People 15%






peers


peers


peers


C&CB and ANZ 10%




N/A

Execute and show leadership

relating to the State Franchise Plan including collaboration across C&CB


N/A




ANZ.001.007.0018_0030

Retention Team Manager

Retention Team Manager


Financial 35%

Customer save Rate 15% 70-74.99% >80%

Customer Profitability 20% 100% of target 125% of target

Customer 25%

Lending Drawdowns 10% 100% of target 125% of target





Process 20%



than 3 months budget) 90% of FTE on target (with greater

than 3 months budget)



complement) 2. SBO Accreditation: Average of

80% compliance rate (scorecard 'Y' Compliant or 'C' Check/Warning) for


compliance for full year (full complement) of employees with <

160 hours


complement) 2. SBO Accreditation: Average of

90% compliance rate (scorecard 'Y' Compliant or 'C' Check/Warning) for

the Full Year (full complement) 3. Annual Leave: Average of 100% compliance for full year, Full Year

(full complement) of employees with < 160 hours

People 20%



Target


Target


Super Regional 10%


and ANZ businesses



ANZ.001.007.0018_0031

Commercial Retention Manager

Commercial Retention Manager


Financial 40%

Customer Save Rate 10% 100% of Target 125% of Target

Customer Profitability 20% 100% of Target 110% of Target


Customer 15%






Process 25%


Contribution to C&CB Transformation Program

15% Line manager observation (delivery on

time and benefits achieved) Line manager observation (delivery on

time and benefits achieved)

People 20%


10%











ANZ.001.007.0018_0032

Small Business Manager

Small Business Manager Objectives Measure Weighting 5 4 3 2 1

Financial 30%

Total Effort Revenue

20% <80% of Target 80% of Target 100% of Target 105% of target 110% of Target

Direct Lending Balance Sheet

(EoP) 5% <80% of Target 80% of Target 100% of Target 105% of target 110% of Target

Direct Deposit Balance Sheet

(EoP) 5% <80% of Target 80% of Target 100% of Target 105% of target 110% of Target

Customer 30%

Lending Drawdowns

20% <80% 80.0% 100.0% 112.5% 125.0%

A-Z Reviews 10% <230 230 345 414 460

Process 25%



categories




categories


categories




10%




4. Negative Alerts

N/A


scorecard of either 'Y' compliant or 'C' check

compliant: 1. FSRA/Edge


than 160 hours 4. Negative Alerts: ≤2

N/A





People 15%

People Development (self

and others) 5%




Manager assessment

compared to peers


Contribution to ANZ, within C&CB, State and Super

Regional

10%




N/A

Execute and show leadership relating to the

State Franchise Plan including collaboration across C&CB segments

and ANZ businesses

N/A

Role models execution and leadership relating to the State Franchise

Plan including collaboration across C&CB segments and

ANZ businesses

ANZ.001.007.0018_0033

Senior Small Business Manager

Senior SBM Objectives Measure Weighting Meets Exceeds

Financial 30%

TER 20% 100% of Target 110% of Target

Lending FUM Growth 5% 100% of Target 110% of Target

Deposit FUM Growth 5% 100% of Target 110% of Target

Customer 25%

Lending FUM Drawdown 15% 100% of Target 125% of Target

A-Z Reviews 10% 345 460

Process 30%


10% Minimum sales achieved across 3

of the 5 product categories Minimum sales achieved across 5

of the 5 product categories

Participation - Lending & Xsell

10% 60% of new FTE employed during

the half on Target 80% of new FTE employed during

the half on Target


10%










People 15%




peers


Super Regional 10%



businesses




ANZ.001.007.0018_0034

Deposit Small Business Manager

Deposit SBM


Financial 40%




Customer 15%

NTB Deposit FUM 15% 100% of Target 125% of Target

Process 30%

A-Z Reviews 10% 345 460

Deposit FUM Participation

10% 60% of new FTE employed during

the half on Target 80% of new FTE employed during

the half on Target


10%










People 15%




peers


Super Regional 10%



businesses




ANZ.001.007.0018_0035

SBM Team Manager

SBM Team Manager Objectives Measure Weighting Meets Exceeds

Financial 20%






Customer 35%



15% Full FTE complement to achieve minimum sales in any 3 product

buckets

Full FTE complement to achieve minimum sales in all 5 product buckets

Process 20%

A-Z Reviews 10% 100% of Target 100% of OP target







hours






hours

People 20%



Target


Target

Contribution to ANZ, within C&CB, State and Super

Regional 10%


and ANZ businesses



ANZ.001.007.0018_0036

Commercial SBM Senior Manager

SBM Senior Manager Commercial


Financial 40%







Customer 15%






Process 15%


People 30%


10%











ANZ.001.007.0018_0037

Credit Coach & Help Desk Team Manager

Credit Coach & Help Desk Team Manager


Financial 25%

CSSC Lending Results 25% 60% of people on Target,

Dedicated coaching availability 2 days per wk

80% of people on Target, Dedicated coaching availability 2.5

days per wk

Customer 30%


15% 60% of people on Target,

Dedicated coaching availability 2 days per wk

80% of people on Target, Dedicated coaching availability 2.5

days per wk

Customer Satisfaction 15% 100% of Target 125% of Target

Process 25%

Well Managed Team 10% Evidenced by Line Manager Evidenced by Line Manager

Compliance across CSSC

15%

85% of people on target - SBO accreditation ave for half (in role > 4 mths), PA Mgr Q =<5 in Q ave

for half (as at last day each month)

95% of people on target - SBO accreditation ave for half (in role > 4 mths), PA Mgr Q <3 in Q ave for half (as at last day each month)

People 20%

People Development and Coaching

(participation Lending and Whole of Wallet

(Cross-sell))

10% Evidenced by Line Manager Evidenced by Line Manager


Super Regional 10%

Execute and show leadership relating to the State Franchise Plan

including collaboration across C&CB segments and ANZ

businesses




ANZ.001.007.0018_0038

Help Desk

Help Desk


Financial 25%

Enquires Answered 25% 100% of Target 125% of Target

Customer 30%

Customer Satisfaction 30% TBA TBA

Process 30%

Process/Continuous improvement



peers

People 15%




peers

Contribution within State, C&CB and ANZ

10%


Plan including collaboration across directors, C&CB segments and

ANZ businesses


Franchise Plan including collaboration across directors,

C&CB segments and ANZ businesses

ANZ.001.007.0018_0039

Franchise BDM

Franchise BDM


Financial 40%

Lending FUM (Inc. AF) 15% $6M $9M

iKnow Referrals 10% 100 150

Drawn Lending Sales (Exc AF)

15% 26 39

Customer 20%

Contracted Franchise Systems

20% 20 30

Process 25%

Frontline training and stakeholder engagement

15% 100% compliance TBA

Maintain franchising insights documents and

contracts 10%

100% compliance for all contracted Franchise systems

Nil Insights documents and contracts outstanding at 6 monthly

review

People 15%

Active People Development (self)



peers


Super Regional 10%

Execute and show leadership relating to the State Franchise Plan including collaboration across directors, C&CB segments and ANZ businesses

Role model execution and leadership relating to the State Franchise Plan including collaboration across directors, C&CB segments and ANZ businesses

ANZ.001.007.0018_0040

Date post:	07-Feb-2023
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