ING profile 4Q/FY2016. Amsterdam 2 February 2016

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1 ING profile 4Q/FY2016 Amsterdam 2 February 2016

2 About ING ING is a global financial institution with a strong European base, offering banking services through its operating company ING Bank. The purpose of ING Bank is empowering people to stay a step ahead in life and in business. ING Bank s more than 51,000 employees offer retail and wholesale banking services to customers in over 40 countries. Sustainability forms an integral part of ING s corporate strategy, which is evidenced by ING Group shares being included in the FTSE4Good index and in the Dow Jones Sustainability Index (Europe and World), where ING is among the leaders in the Banks industry group. As at end-2016, ING serves more than 35 million customers. ING Group shares are listed on the exchanges of Amsterdam (INGA NA, INGA.AS), Brussels and on the New York Stock Exchange (ADRs: ING US, ING.N). More detailed information can be found on ING.com. 2

3 Let s take a moment and look back at the quarter and the year 3

4 Let s take a moment and look back at the quarter and the year 4

5 Let s take a moment and look back at the quarter and the year 5

6 Let s take a moment and look back at the quarter and the year 6

7 Our purpose We believe all sustainable progress is driven by people with the imagination and determination to improve their future and the futures of those around them. We empower people and organisations to realise their own vision for a better future however modest or grand. Empowering people to stay a step ahead in life and in business 7

8 ING Bank s Think Forward strategy 8

9 Creating a differentiating customer experience Clear products Plain language Clear and easy Fair prices Simple processes Mobile first Anytime, anywhere Omni-channel experience Advice when needed Personalised interfaces Empower Insightful tools Tailored offers Keep getting better Continuous improvement Setting the standard in service Earn the primary relationship Develop analytics skills to understand our customers better Increase the pace of innovation to better serve customer needs Think beyond traditional banking to develop new services and business models 9

10 Our enablers ING Bank s strategy aims to create a differentiating customer experience by simplifying and streamlining our organisation, by further striving for operational excellence, by enhancing the performance culture within our company, and by expanding our lending capabilities. Simplify and streamline We need to be agile, with short reporting lines and with the right people empowered to make important decisions quickly. Operational excellence We need to set clear operational excellence benchmarks and measure performance throughout the company. Performance culture We need to excel at attracting and keeping the talented people we need to get us where we want to be. Lending capabilities We have strong savings gathering and lending capabilities, but savings and lending are not in balance in many of our business units. To achieve balanced growth, we need to develop our lending capabilities, particularly in areas such as consumer and SME lending. 10

11 ING and Sustainability Drive sustainable progress As a bank that empowers customers and facilitates economic growth, ING sees important opportunities to help society meet today s challenges successfully and to do so in a way that promotes social progress and environmental protection. We believe in taking the long view and in going beyond just mitigating harm - we want to drive sustainable progress. Financial empowerment Research clearly shows that many consumers feel challenged when faced with making financial decisions. At ING we see an important role that we can play in empowering our customers by giving them products, services and tools that make it easier for them to handle their money matters and help them make sounder financial decisions, now and for the future. Sustainable transitions To succeed in this, ING s sustainability direction focuses us on two themes that impact our stakeholders and ING s longterm business performance: financial empowerment and sustainable transitions. As a financial institution, we can play a role in enabling this transition by financing change, sharing knowledge and using our influence. Business value is at stake: if ING is to thrive in the future, we don t only need to manage our own direct and indirect impact we also need to help our clients address the risks and opportunities these environmental and social challenges create. In other words, to future-proof our own business, we need to help our clients future-proof theirs. 11

12 ING s worldwide presence Market Leaders Netherlands, Belgium, Luxembourg Leading retail and wholesale banks in the Benelux Evolving into direct-first banks Improving operational excellence Challengers Germany, Austria, Spain, Italy, France, Australia, Czech Rep. Leading direct-first banks Further integrating retail and wholesale banking capabilities Broadening lending capabilities Growth Markets Poland, Romania, Turkey and our stakes in Asia Strong positions in fast-growing countries Evolving into direct-first banks Developing digital leadership capabilities Wholesale Banking network and global franchises International network: more than 40 countries Extensive international client base across all regions Global franchises: Industry Lending and Financial Markets; Trade Finance and Cash Management Disclaimer: Please note that ING Bank does not have a banking license in the US and is therefore not permitted to conduct banking activities in the US. Through its wholly-owned subsidiary ING Financial Holdings Corporation and its affiliates, ING offers a full array of wholesale financial products such as lending, corporate finance and a full range of financial markets products and services to its corporate and institutional clients. 12

13 ING s Wholesale Banking presence Disclaimer: Please note that ING Bank does not have a banking license in the US and is therefore not permitted to conduct banking activities in the US. Through its wholly-owned subsidiary ING Financial Holdings Corporation and its affiliates, ING offers a full array of wholesale financial products such as lending, corporate finance and a full range of financial markets products and services to its corporate and institutional clients. 13

14 ING's Management Board Banking CEO Ralph Hamers CRO Wilfred Nagel CFO Patrick Flynn Vice-chairman & Head of Market Leaders Koos Timmermans Head of Challengers & Growth Markets Aris Bogdaneris Head of Wholesale Banking Isabel Fernandez COO / CTO Roel Louwhoff 14

15 Related links ing.com find ING news, press releases, etc. ingwb.com about ING Wholesale Banking view.ingwb.com ING Wholesale Banking online magazine Twitter always up-to-date as a follower of the ING Group Twitter account YouTube watch the quarterly video with Ralph Hamers and more ing.com/sustainability ING Sustainability platform Contact us - ING.Corporate.Communications@ing.com Photo credits: Virad Patel (cover photo), Shop Around illustrations 15