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We will continue to strengthen our relationships with the broker market and streamline our processes so we are easy\n                                for brokers to deal with."}]},{"tag":"li","attributes":{},"children":[{"text":"Improving customers' product choice through iconic global brand Virgin by re-launching Virgin Money's superannuation offering. Customers' fees\n                                will be lower, and they will benefit from leading online and digital account management. This complements Virgin Money's existing product suite,\n                                including the Reward Me Home Loan launched in 2016. With its unique brand appeal, and digital and third party distribution, Virgin Money gives\n                                customers a distinctive and unique offering. 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Already launched for Virgin Money,\n                                this web platform will be rolled out to BOQ's website in early 2018."}]},{"tag":"li","attributes":{},"children":[{"text":"Provide more digital support for customers by introducing Customer Connect, a new platform connecting our digital channels."}]}]}]},{"tag":"div","attributes":{"class":"one-third last"},"children":[{"tag":"h3","attributes":{"class":"blue upper topline flushbottom bold"},"children":[{"text":"190"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"190 branches including"},{"tag":"br","attributes":{},"children":[]},{"text":"109 Owner Managed branches"}]},{"tag":"h3","attributes":{"class":"blue upper flushbottom bold"},"children":[{"text":"192"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"upgraded ATMs"}]},{"tag":"h3","attributes":{"class":"blue upper flushbottom bold"},"children":[{"text":"7,500"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"accredited brokers"}]}]}]},{"tag":"p","attributes":{"class":"center mobile"},"children":[{"tag":"br","attributes":{},"children":[]},{"tag":"a","attributes":{"onclick":"$('html, body').animate({ scrollTop: $('#pillar1-back').offset().top + 'px' }, 1000, 'swing');","href":"#pillar1","class":"toggle closer"},"children":[{"tag":"img","attributes":{"src":"/content/dam/boq/microsites/annual-reports/2017/images/close-button-blue.png","width":"198","height":"41","alt":"Close"},"children":[]}]}]}]}]},{"tag":"section","attributes":{"id":"pillar2","class":"closed pillar"},"children":[{"tag":"div","attributes":{"class":"section-bg"},"children":[{"tag":"div","attributes":{"class":"bg-wrapper light-grey"},"children":[]}]},{"tag":"div","attributes":{"class":"section-content"},"children":[{"tag":"div","attributes":{"class":"row large-spacing"},"children":[{"tag":"div","attributes":{"class":"two-thirds first"},"children":[{"tag":"p","attributes":{"class":"blue standout"},"children":[{"text":"We are building a strong and profitable business by making the right decisions about where and how we grow.\n                            This includes focusing on niche customer segments that value an intimate banking relationship."}]},{"tag":"p","attributes":{},"children":[{"text":"This year we have continued to grow the right way by:"}]},{"tag":"ul","attributes":{"class":"custom yellow-arrows"},"children":[{"tag":"li","attributes":{},"children":[{"text":"Expanding our offering to niche business segments with the acquisition of Centrepoint Alliance Premium Funding Pty Ltd. This has enabled us to create\n                                our new Cashflow Finance team within BOQ Finance, extending our specialist skills in an area with opportunities for higher returns."}]},{"tag":"li","attributes":{},"children":[{"text":"Improving the sustainability of our funding profile and strengthening our balance sheet by diversifying our investor base\n                                through new sources of funding. We launched the first conditional pass-through covered bond program by an Australian bank,\n                                and we have also increased our use of data analytics to improve our deposit funding mix."}]},{"tag":"li","attributes":{},"children":[{"text":"Continuing our conservative lending approach to create a high quality portfolio that is more resilient throughout the economic cycle.\n                                We adopted regulatory guidelines early, maintained a conservative risk appetite for apartment development hotspots, and made efforts\n                                to minimise the impact of the mining downturn on our business."}]},{"tag":"li","attributes":{},"children":[{"text":"Supporting our Owner Managers and their customers by continuing to move Owner Managers onto the new balanced scorecard\n                                as they renew their franchise agreements. The scorecard includes a wider range of metrics more closely aligned to our strategy,\n                                including customer and compliance measures. Almost 80 per cent of our Owner Managers are now on the new franchise agreement."}]}]},{"tag":"h4","attributes":{"class":"blue bold"},"children":[{"text":"Looking ahead"}]},{"tag":"p","attributes":{"class":"blue"},"children":[{"text":"In areas where we can deliver a better proposition for customers, we will continue to compete by:"}]},{"tag":"ul","attributes":{"class":"blue custom blue-arrows"},"children":[{"tag":"li","attributes":{},"children":[{"text":"Expanding our service offering to our chosen niche segments. In the near future we will do this by introducing new\n                                financial market risk management solutions for interest rates, trade finance and foreign exchange, and by expanding our\n                                BOQ Finance expertise in the agricultural and medical industries."}]},{"tag":"li","attributes":{},"children":[{"text":"Strengthening our data analytics capability so we understand the needs of key customer segments better, and can offer\n                                greater value with more tailored products, services and processes. This will give us broader and more enduring relationships\n                                with strategically important customer groups."}]},{"tag":"li","attributes":{},"children":[{"text":"Closing product gaps so we deepen relationships with customers and cement our main bank status. This will include\n                                for example deposit products for BOQ Specialist customers with the rollout of merchant facilities and deposit products\n                                for Virgin Money customers, including a reward linked transaction account."}]}]}]},{"tag":"div","attributes":{"class":"one-third last"},"children":[{"tag":"h3","attributes":{"class":"blue upper topline flushbottom bold"},"children":[{"text":"$4.4 billion"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"in lending to niche"},{"tag":"br","attributes":{},"children":[]},{"text":"business segments"}]},{"tag":"h3","attributes":{"class":"blue upper flushbottom bold"},"children":[{"text":"11 bps"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"Loan impairment expense"},{"tag":"br","attributes":{},"children":[]},{"text":"11 basis points of gross loans"},{"tag":"br","attributes":{},"children":[]},{"text":"and advances"}]},{"tag":"h3","attributes":{"class":"blue upper flushbottom bold"},"children":[{"text":"9.39%"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"Common Equity Tier 1 capital"}]}]}]},{"tag":"p","attributes":{"class":"center mobile"},"children":[{"tag":"br","attributes":{},"children":[]},{"tag":"a","attributes":{"onclick":"$('html, body').animate({ scrollTop: $('#pillar2-back').offset().top + 'px' }, 1000, 'swing');","href":"#pillar2","class":"toggle closer"},"children":[{"tag":"img","attributes":{"src":"/content/dam/boq/microsites/annual-reports/2017/images/close-button-blue.png","width":"198","height":"41","alt":"Close"},"children":[]}]}]}]}]},{"tag":"section","attributes":{"id":"pillar3","class":"closed pillar"},"children":[{"tag":"div","attributes":{"class":"section-bg"},"children":[{"tag":"div","attributes":{"class":"bg-wrapper light-grey"},"children":[]}]},{"tag":"div","attributes":{"class":"section-content"},"children":[{"tag":"div","attributes":{"class":"row large-spacing"},"children":[{"tag":"div","attributes":{"class":"two-thirds first"},"children":[{"tag":"p","attributes":{"class":"blue standout"},"children":[{"text":"We are committed to making our systems and processes simpler, faster and smarter.\n                            We want to improve efficiency, reduce costs and deliver better customer service."}]},{"tag":"p","attributes":{},"children":[{"text":"This year we have continued to find better ways of operating by:"}]},{"tag":"ul","attributes":{"class":"custom yellow-arrows"},"children":[{"tag":"li","attributes":{},"children":[{"text":"Further digitising our lending platforms. We have improved our retail, commercial and lease management lending systems.\n                                This has led to faster response times and allowed our people to spend more time with customers."}]},{"tag":"li","attributes":{},"children":[{"text":"Improving our operating efficiency by embarking on a transformation program to increase productivity across the organisation.\n                                As a result of this, we have achieved our 1 per cent underlying expense growth target - a strategic imperative in a\n                                low revenue environment with expense management under scrutiny."}]},{"tag":"li","attributes":{},"children":[{"text":"Strengthening our change capability by introducing investment delivery and change frameworks supported by a delivery model\n                                aligned to business portfolios. This means we can respond quickly to market changes and emerging opportunities."}]}]},{"tag":"h4","attributes":{"class":"blue bold"},"children":[{"text":"Looking ahead"}]},{"tag":"p","attributes":{"class":"blue"},"children":[{"text":"We will continue to future proof BOQ by modernising and unifying some of our core technology platforms,\n                            infrastructure and architecture, and digitising our operations. We will simplify our operating model so we are more agile and nimble,\n                            and able to quickly respond to emerging technologies and social changes. This will continue to improve productivity and\n                            create a better customer experience."},{"tag":"br","attributes":{},"children":[]},{"text":"In the near future we will:"}]},{"tag":"ul","attributes":{"class":"blue custom blue-arrows"},"children":[{"tag":"li","attributes":{},"children":[{"text":"Significantly upgrade our Treasury and Market Risk system to automate processes, improve productivity, increase\n                                risk management capabilities and broaden the products and services we offer customers."}]},{"tag":"li","attributes":{},"children":[{"text":"Launch a new digital foreign exchange and international payments platform to expand our offering to niche SME businesses -\n                                a customer group central to our business strategy."}]}]}]},{"tag":"div","attributes":{"class":"one-third last"},"children":[{"tag":"h3","attributes":{"class":"blue upper topline flushbottom bold"},"children":[{"text":"Digitising Lending Platforms"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"with improvements to our retail, commercial and lease management systems"}]},{"tag":"h3","attributes":{"class":"blue flushbottom bold"},"children":[{"text":"1%"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"Underlying expense growth"}]}]}]},{"tag":"p","attributes":{"class":"center mobile"},"children":[{"tag":"br","attributes":{},"children":[]},{"tag":"a","attributes":{"onclick":"$('html, body').animate({ scrollTop: $('#pillar3-back').offset().top + 'px' }, 1000, 'swing');","href":"#pillar3","class":"toggle closer"},"children":[{"tag":"img","attributes":{"src":"/content/dam/boq/microsites/annual-reports/2017/images/close-button-blue.png","width":"198","height":"41","alt":"Close"},"children":[]}]}]}]}]},{"tag":"section","attributes":{"id":"pillar4","class":"closed pillar"},"children":[{"tag":"div","attributes":{"class":"section-bg"},"children":[{"tag":"div","attributes":{"class":"bg-wrapper light-grey"},"children":[]}]},{"tag":"div","attributes":{"class":"section-content"},"children":[{"tag":"div","attributes":{"class":"row large-spacing"},"children":[{"tag":"div","attributes":{"class":"two-thirds first"},"children":[{"tag":"p","attributes":{"class":"blue standout"},"children":[{"text":"We want to maintain positive stakeholder relationships by living our values, creating a place where\n                            our people love to work and contributing to the communities in which we operate.\n                            It is what we do to prove 'It's Possible to Love a Bank'."}]},{"tag":"p","attributes":{},"children":[{"text":"This year we have continued to live that brand promise by:"}]},{"tag":"ul","attributes":{"class":"custom yellow-arrows"},"children":[{"tag":"li","attributes":{},"children":[{"text":"Reinforcing our commitment to ethical conduct with industry leading support of the Banking and Finance Oath and\n                                rolling out bespoke and continuing ethics training to all staff."}]},{"tag":"li","attributes":{},"children":[{"text":"Expanding our commitment to providing a diverse and inclusive workplace by focusing on inclusiveness initiatives\n                                beyond gender. We serve communities better when the people who work here reflect the communities in which we operate.\n                                This year we made significant progress on our reconciliation journey."}]},{"tag":"li","attributes":{},"children":[{"text":"Moving closer to our ideal culture by encouraging our people to live our values of integrity, collaboration,\n                                impact and passion through team workshops, and by including the values in our performance review process.\n                                We also empowered managers to continuously improve culture in their teams by introducing a monthly team based online culture measurement tool."}]}]},{"tag":"h4","attributes":{"class":"blue bold"},"children":[{"text":"Looking ahead"}]},{"tag":"p","attributes":{"class":"blue"},"children":[{"text":"We will continue to strengthen our stakeholder relationships and bring our brand promise to life by:"}]},{"tag":"ul","attributes":{"class":"blue custom blue-arrows"},"children":[{"tag":"li","attributes":{},"children":[{"text":"Creating a culture that supports our business objectives and enhances employee resilience by aligning our leadership, structure,\n                                performance measures, systems and environment to our strategy and values."}]},{"tag":"li","attributes":{},"children":[{"text":"Empowering our leadership team through a new leadership program with a focused competency framework and personalised development pathways."}]},{"tag":"li","attributes":{},"children":[{"text":"Helping our people deliver an even more loveable service to customers through more personalised, proactive and practical\n                                on the job training for new starters in the retail banking division. We will also deliver a new training program to frontline and\n                                support staff specifically aimed at improving customer experience and loyalty by meeting more of our customers' needs,\n                                implementing a consistent approach to service excellence and increasing the quality of coaching we provide to our people."}]}]}]},{"tag":"div","attributes":{"class":"one-third last"},"children":[{"tag":"h3","attributes":{"class":"blue upper topline flushbottom bold"},"children":[{"text":"200+"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"employees signed up to the"},{"tag":"br","attributes":{},"children":[]},{"text":"Banking and Finance Oath"}]},{"tag":"h3","attributes":{"class":"blue upper flushbottom bold"},"children":[{"text":"39%"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"women in leadership positions"}]},{"tag":"h3","attributes":{"class":"blue upper flushbottom bold"},"children":[{"text":"$577,500"}]},{"tag":"p","attributes":{"class":"standout"},"children":[{"text":"in community investment"}]}]}]},{"tag":"p","attributes":{"class":"center mobile"},"children":[{"tag":"br","attributes":{},"children":[]},{"tag":"a","attributes":{"onclick":"$('html, body').animate({ scrollTop: $('#pillar4-back').offset().top + 'px' }, 1000, 'swing');","href":"#pillar4","class":"toggle closer"},"children":[{"tag":"img","attributes":{"src":"/content/dam/boq/microsites/annual-reports/2017/images/close-button-blue.png","width":"198","height":"41","alt":"Close"},"children":[]}]}]}]}]},{"tag":"section","attributes":{"id":"pillar-footer","class":"closed dark desktop"},"children":[{"tag":"div","attributes":{"class":"section-bg"},"children":[{"tag":"div","attributes":{"class":"bg-wrapper blue-gradient"},"children":[]}]},{"tag":"div","attributes":{"class":"section-content"},"children":[{"tag":"div","attributes":{"class":"row"},"children":[{"tag":"div","attributes":{"class":"one-quarter first"},"children":[{"tag":"a","attributes":{"onclick":"location.href ='#pillars';","data-group":"pillars","href":"#pillar1","class":"trigger-target box"},"children":[{"tag":"span","attributes":{"class":"yellow standout light"},"children":[{"text":"1"}]},{"tag":"span","attributes":{"class":"light"},"children":[{"text":"Customer in charge"}]}]}]},{"tag":"div","attributes":{"class":"one-quarter"},"children":[{"tag":"a","attributes":{"onclick":"location.href ='#pillars';","data-group":"pillars","href":"#pillar2","class":"trigger-target box"},"children":[{"tag":"span","attributes":{"class":"yellow standout light"},"children":[{"text":"2"}]},{"tag":"span","attributes":{"class":"light"},"children":[{"text":"Grow the right way"}]}]}]},{"tag":"div","attributes":{"class":"one-quarter"},"children":[{"tag":"a","attributes":{"onclick":"location.href ='#pillars';","data-group":"pillars","href":"#pillar3","class":"trigger-target box"},"children":[{"tag":"span","attributes":{"class":"yellow standout light"},"children":[{"text":"3"}]},{"tag":"span","attributes":{"class":"light"},"children":[{"text":"Always a better way"}]}]}]},{"tag":"div","attributes":{"class":"one-quarter last"},"children":[{"tag":"a","attributes":{"onclick":"location.href ='#pillars';","data-group":"pillars","href":"#pillar4","class":"trigger-target box"},"children":[{"tag":"span","attributes":{"class":"yellow standout light"},"children":[{"text":"4"}]},{"tag":"span","attributes":{"class":"light"},"children":[{"text":"Loved like no other"}]}]}]}]}]}]},{"tag":"section","attributes":{"id":"about-mobile","class":"mobile"},"children":[{"tag":"div","attributes":{"class":"section-bg"},"children":[{"tag":"div","attributes":{"class":"bg-wrapper"},"children":[]}]},{"tag":"div","attributes":{"class":"section-content"},"children":[{"tag":"div","attributes":{"class":"section-heading"},"children":[{"tag":"img","attributes":{"src":"/content/dam/boq/microsites/annual-reports/2017/images/Be-Connected.png","style":"max-height: 75px; 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