Driving Growth Through The Branch Network. Wendy Hannam Executive Vice-President, Domestic Branch Banking

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1 Driving Growth Through The Branch Network Wendy Hannam Executive Vice-President, Domestic Branch Banking Agenda Foundation for success Driving growth by expanding our distribution Driving growth with superior execution Summary 57

2 Bankers Are Able To Spend More of Their Day Selling % of Time Spent on Sales Activities 55% 31% Branches Are Generating Consistent Growth Branch Sales Volume Up 43% Since % Contact Management $41.4B Diagnostics $28.9B Reporting Sales Management Culture (projected) 59

3 Customers Are Loyal And Satisfied Scotiabank Loyalty Satisfaction with Relationship Manager % F F 60 Employee Satisfaction Is A Key Growth Driver Domestic Branch Employee Satisfaction at 90% 90% 80%

4 Employee Satisfaction Is A Key Growth Driver Employee satisfaction Recruiting Training Recognition Feedback Core values 62 Employees Are Also Committed Shareholders Domestic Branch Employee Participation in ESOP Domestic Branch Employee Returns in ESOP 93% $580M 86% Total = $47M $200 per month from 1987 to Today Today 63

5 Firmly Entrenched Customer Experience Model Delivering the Customer Experience Prepare Relate Discover Needs / Preferences Confirm with Appreciation CUSTOMER Present Solutions Ask for the Business Follow Through Identified $100 Billion in competitor balances 64 Consistent Sales & Service Management Disciplines Structured Processes at All Levels of the Organization Branch Activity Huddle Sales Meeting / Service Meeting Skill Building Sessions One-on-One Coaching Frequency Daily Weekly Weekly Weekly District / Region Activity Group Touchbase One-on-One Touchbase Frequency Weekly Weekly 65

6 Agenda Foundation for success Driving growth by expanding our distribution Driving growth with superior execution Summary 66 Driving Growth By Expanding Our Distribution Increasing capacity more bankers more branches more mortgage specialists 67

7 Increasing Sales Force Capacity to Capture Market Share New bankers 200 Additional sales volume $800MM 68 Building Branch Capacity To Serve Customers High potential markets new branches New formats Per branch, by year 3: $60MM in new balances 69

8 Expanding Our Indirect Mortgage Specialist Sales Force Mortgages Originated Indirect 35% 18,400 new customers last year Unique in-branch cross-sell process Branch 65% 70 Agenda Foundation for success Driving growth by expanding our distribution Driving growth with superior execution Summary 71

9 Driving Growth With Superior Execution 1. Growing investment share 2. Encouraging profitable cross-sell Growing Investment Share Borrowing Share of Wallet Investment Share of Wallet 49% 39% 30% 29% Scotiabank Peer Average Scotiabank Peer Average Emerging affluent opportunity = $17 Billion in competitor investment balances 73

10 1. Growing Investment Share Customer alignment Financial planning tools Training Metrics Market Share Growing Investment Share - Customer Alignment Customer Segment Emerging Affluent Mass Market Small Business Sales Force Financial Advisor Senior PBO / PBO Account Manager 27% of customers 74% of investment balances 56% of borrowing balances 75

11 1. Growing Investment Share - Tools & Training Scotia Blueprint Financial Plan Portfolio Analyzer Investment selection Investment selling skills training Investing in You Growing Investment Share - Performance Metrics New Goals: Minimum investment sales Scotia Blueprint financial plans Partner referrals Switches 77

12 2. Profitable Cross-Sell With The Relationship Bundle Credit Card Helping customers become financially better off Overdraft Protection Day-to-day Borrowing Protection Investing Day-to-Day Banking ican Invest / PAC Profitable Cross-Sell With The Relationship Bundle 130% revenue lift Standalone mortgage sale Mortgage + Bundle 1 Bundle per Banker per Week = $17 MM in revenue 79

13 Agenda Foundation for success Driving growth by expanding our distribution Driving growth with superior execution Summary 80 Branch Network is Well-Positioned To Drive Growth Distribution network expanding More bankers More branches More mortgage specialists Growth with superior execution Growing investment share Encouraging profitable cross-sell 81