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STRATEGIC PLAN 2018-2020
Disclaimer This document was originally prepared in Spanish. The English version published here is for information purposes only. In the event of any discrepancy
between the English and the Spanish version, the Spanish version will prevail.
This document has been prepared by Bankia, S.A. (“Bankia”) and is presented exclusively for information purposes. It is not a prospectus and does not constitute
an offer or recommendation to invest.
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all of which are subject to internal approval by Bankia.
Bankia does not guarantee the accuracy or completeness of the information contained in this document. The information contained herein has been obtained
from sources that Bankia considers reliable, but Bankia does not represent or warrant that the information is complete or accurate, in particular with respect to
data provided by third parties. This document may contain abridged or unaudited information and recipients are invited to consult the public documents and
information submitted by Bankia to the financial market supervisory authorities. All opinions and estimates are given as of the date stated in the document and
so may be subject to change. The value of any investment may fluctuate as a result of changes in the market. The information in this document is not intended
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These factors include i) market conditions, macroeconomic factors, government and supervisory guidelines, ii) movements in national and international
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the appropriate Bankia prospectus, not on the basis of the information contained in this document
3
STRATEGIC PLAN 2018-2020
OUR STARTING POINT AND VISION FOR THE FUTURE1Mr. José Ignacio GoirigolzarriChairman
LINES OF ACTION OF THE NEW PLAN2Mr. José Sevilla Chief Executive Officer
STRATEGIC PLAN FINANCIAL BREAKDOWN3Mr. Leopoldo AlvearChief Financial Officer
CONCLUSIONS4Mr. José Ignacio GoirigolzarriChairman
STRATEGIC PLAN 2018-2020
5
STRATEGIC PLAN 2018-2020
Our path: 2012-2017
Strategic Plan
2012 - 2013
2014 - 2015
2016 - 2017
Recapitalization and Restructuring
Evolution of our business model
Positioning
STRATEGIC PLAN
2012-2015 RESTRUCTURING PLAN
2012-2017
✓✓
We have met the targets
Where do we come from?
6
STRATEGIC PLAN 2018-2020
Strategic Plan
Completion of the Restructuring Plan…
Well positioned for the new Strategic Plan
With strong commercial dynamics
Increase in high-value products market share: Consumer finance, Mutual funds, Pension funds
With a significant improvement in the level of non-performing assets
With a proven capacity to generate capital organically
+635bps of CET1 FL generated since 2013 and cumulative dividends of 1,160 million euros
Non-performing assets reduced by €11bn (-49%) since 2013
And the start of a new phase, consolidated as the fourth largest bank
7
STRATEGIC PLAN 2018-2020
• Capital (MREL, Basel IV, IFRS 9, SREP)
• Business Model (MiFID II, PSD2, GDPR)Regulation
• Technological developments (AI, Big Data, Digitalization)
• New competitors (Fintech and technology firms)Technology
• Relationship model
• More demanding customers (marketing-comparability)Customer habits
Strategic Plan
What has changed since 2012?
8
STRATEGIC PLAN 2018-2020
Strategic Plan
Corporate Governance
Independent Board
Professionalism
Dedication
Principles and Values
Professional and meritocratic project
Clearly defined values
Management Code and Style
Committed Teams Recognition from Society
What doesn’t change?
9
STRATEGIC PLAN 2018-2020
NUMBER OF DIRECTORS 11
% INDEPENDENT DIRECTORS 63.6%
EXECUTIVE CHAIRMANYes
Lead Director and CEO as counterbalance
LEAD DIRECTOR Yes
Maximum term 3 years
BOARD ASSESSMENT Yes
CHAIRMAN ASSESSMENTYes
Led by the Lead Director
Recognition by the market’s most influential proxy advisor
TARGET 2020: Maintain the score
Strategic Plan
Best practices in Corporate Governance
10
STRATEGIC PLAN 2018-2020
Assessment
Strategic Plan
Satisfaction of retail customers with its trusted account manager
97.9%
95.0%Satisfaction of business customers with its account manager
92.4%Satisfaction with the “Connect with your Expert” manager
87,8%Satisfaction of employees with HHRR managers
8.63Bottom-up assessment of Senior Management Team(“Top 300”)
Fro
m o
ur
cust
om
ers
Inte
rnal
CommitmentValues and
Management StyleDiversity
81.7% of employees
willing to take on more responsibility in their job
7,357 employees with
MiFID II certification
+1.5 million hours of business-related training
2,156 people in management skills and management style programs
894 employees with
individualized career plans for senior management succession
54% women in workforce
33% women in management posts
50% women in new appointments to management posts in 2017
Commitment to reach 40% women in management posts by 2020
Committed Teams
11
STRATEGIC PLAN 2018-2020
Education and employment Environment Responsible Digitalization
Privacy: Appointment of DataProtection and Privacy Director
Cyber security
Sustainable products:
“FP Dual” Foundation
In order to continue improving, we want to put the focus on the main challenges society faces today
“Empleo en Red” program to help unemployed customers
Education to help older people back into employment
100% of the energy consumed in Bankia is renewable
Consumer loan, sustainable investment fund, etc.
Eco-Efficiency and Climate Change Plan 2017–2020
Strategic Plan
Recognition from society
12
STRATEGIC PLAN 2018-2020
Processes improvement to serve our customers on an efficient and excellent manner
Permanently adapting our distribution model to better serve our customers
Positioning based on listening
Strategy
The CUSTOMER is at the center of our strategy
1
2
3
Business Pillars: PEOPLE and TECHNOLOGY
Bankia’s Strategic Priorities
13
STRATEGIC PLAN 2018-2020
1. Positioning
Strategy
86.2
81.3
79.3
77.3
79.2
80.2 80.4
1S12 2S12 1S13 2S13 1S14 2S14 1S15
Source Bankia. Quality Management. 68,388 retail customers surveyed in 2015
CLOSENESSPersonalized service
TRANSPARENCYCustomized products/services
Active listening to customers
SIMPLICITYSimple products
PositioningOur customer’s satisfaction was
insufficient
100,000 customers surveyed
100 focus groups
10,300 customer responses
Analysis of customer complaints
Is differentiation possible in the financial sector?
Strategic thought 2015: We were going to meet our goals, but…
1H12 2H12 1H13 2H13 1H14 2H14 1H15
%
14
STRATEGIC PLAN 2018-2020
Initiatives with customers Adaptation of our organisation
Positioning
Customer satisfaction is the key variable of our management
Strategy
1. Positioning
Goal: To be a Close, Simple and Transparent organisation“Cuenta SIN” account (+280,000 direct income deposits)
“Cuenta On” account (+230,000)
“Hipoteca SIN” mortgage (new mortgages 2.3x vs 2016)
Internal reorganisation
Action plans: +1,000 milestones committed
+27,000 internal satisfaction surveys
…new positioning launched in 2016…
15
STRATEGIC PLAN 2018-2020
86.2
81.3
79.3
77.3
79.280.2 80.4
82.4
86.387.3
89.390.0
1H12 2H12 1H13 2H13 1H14 2H14 1H15 2H15 1H16 2H16 1H17 2H17
Source Bankia. Quality Management. 58,388 retail customers surveyed in 2017
Net increase in customers
Strategy
1. Positioning. Retail Banking
Customer satisfaction
3,606 39,828
1H16 2H16
#
1H17
68,241
2H17
90,120
Increase of 280,000 direct income deposits in the last two years
We have achieved differentiation within the financial sector
16
STRATEGIC PLAN 2018-2020
Significant increase in our market shares in key products
CONSUMER CREDIT
+32.7%3.61% vs 4.79%
DEC 13 VS DEC 17
CREDIT CARDS
+28.8%5.48% vs 7.06%
DEC 13 VS DEC 17
MUTUAL FUNDS
+22.4%4.74% vs 5.80%
DEC 13 VS DEC 17
PENSION PLANS
+16.1%5.45% vs 6.33%
DEC 13 VS DEC 17
Source: BdE / Inverco
Strategy
1. Positioning. Retail Banking
Our customers’ satisfaction allow us to reach higher cross-sell levels
17
STRATEGIC PLAN 2018-2020
Strategy
1. Positioning. Business Banking
Increase in Business Banking customers
(>€50,000 investment)
2015-2017
+18.9%
% Businesses that work with Bankia
35.3%
2015 2017
37.5%
Net promoter score (NPS)
2015 2017
38.1% 52.2%
Source: Bankia
2,623 quality surveys to Business Banking customers in 2017
% Businesses with turnover in between €6mn and €300mn
Source: Bankia
95.2% level of satisfaction in 2017
We also started to transform the Business Banking activity…
18
STRATEGIC PLAN 2018-2020
REVERSE FACTORING
+115.3%3,67% vs 7,90%
DEC 14 vs DEC 17
COMMERCIALCREDIT
+49.4%6,90% vs 10,31% DEC14 vs DEC17
1. Positioning. Business Banking
Strategy
LOANS TO BUSINESSES
+4.2%5,74% vs 5,98%
DEC 14 vs DEC 17
LOANS TO BUSINESSES
normal sin inmobiliario
+8.4%5,94% vs 6,44%
DEC 14 vs DEC 17
25.1%
32.9%
Working capital as % of Total
2014 2017
Market share growth in working capital Businesses Market Shares
TRADE FINANCE
+91.2%4.89% vs 9.35%
DEC 14 vs Dec 17
Source: SWIFT Watch Insight / BdE / Bankia Research
Effort to change a very long-term oriented balance sheet: focus on working capital
19
STRATEGIC PLAN 2018-2020
Strategy
1. Positioning. Customers
Increase in number of customers
Customer’s satisfaction
+5%
92%
>7%Market shares
+20%
95%
~8%
Retail Banking Business Banking
Consumer, Funds and Insurance
2020 Targets
20
STRATEGIC PLAN 2018-2020
Strategy
Global view on the impact of technology
… which is only possible through technology
Efficiency in PROCESSESImproves CUSTOMER
experience
An excellent and sustainable service demands a high level of efficiency…
21
STRATEGIC PLAN 2018-2020
2. Processes improvement
Strategy
Impact on network staffTime saving in branches from processes
improvement
Opening a current account 55%
Granting and disbursing a
mortgage loan40%
Issuing a credit card 49%
+650Multichannel
-550Net reduction
2014-20172014-2017
Second processes review in 2018-2020: integration of BMN and artificial intelligence
-1.200Employees in branches-12%
Redesign of processes 2015-2017: multichannel, data capture and efficiency
22
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
The trend towards our customer’s digitalization and mobility is evident
+51%DEC 17 VS DEC 14
x2DEC 17 VS DEC 14
67%Of digital
customers
21%As % of total purchasers
Customers who habitually use online channels
% Customers who purchase online
Mobile usage
Need to continuously adapt to our customers…
23
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
of our customers bank exclusively
through the branches
40%
of our customers banked through the branches as well as other channels
(last 12 months)
80%
of our customers who purchased digital
also made purchases in a branch
42%
* Inmark. Global Report September 2017
83.9%* of bank’s customers banked through a branch as well as other channels
…but this must not hide the fact that our reality is multichannel
24
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
Different customer groups with constant changes in behavior
Flexibility and responsiveness
…to which we need to adapt
Additionally, to have an assigned personal manager significantly increases the degree of satisfaction
Our customers demand a combination of models…
25
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
In-branchAdvisers
+-
+
-Personalisation
Dig
ital
izat
ion
How our model adapts in the future will depend on our customers
22%
2014 2017
50%
CUSTOMERS WITH ACCOUNT MANAGER
… Increasing personalisation
Source: Bankia
We are responding by adapting our model…
26
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
NPS – RETAIL BANKING
2014 2017
~ 870
# CUSTOMERS / IN-BRANCH MANAGER # CUSTOMERS / “CONNECT” MANAGER
NPS – CONNECT WITH YOUR EXPERT
2016 2017
56.9% 60.9%
~ 2,100 managers
~ 280
~ 500 managers
PRODUCT SALES / EMPLOYEE PER MONTH
2014 2017
25 41
Branch efficiency has improved, enhancing service quality
2016 2017
28.6% 40.1%
2015
9.6%
~ 90 managers
Source: BankiaSource:. 3,151 "Connect with your Expert" customers surveyed in 2017
Source: BankiaSource: Bankia
Source: 58,388 retail customers surveyed in 2017
2015 2017
~ 1,150
…and with an increasingly efficient management, which is a key factor for the future
27
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
Usage of Big Data
Contacts defined based on customer’s propensity
Leads prioritized by customer, manager and channel
Distribution of commercial action based on customer management instead of products
A
B Better tools for account managers
Better customer information, “Robo4Advisor”, etc.
How to continue improving the Commercial Model?
28
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
We started in 2015…
New App
New portal Bankia.es
Redesign Bankia online
Our digital channels are the same level that those of our
competitors
There are no stable competitive advantages
At the same time, we are making progress in our digital channels
29
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
16%
2020
~ 35%
Targets for 2020…
DIGITAL SALES
Dec 2017
40%
2020
~ 65%
% DIGITAL CUSTOMERS
Dec 2017Dec 2015
7%
Dec 2015
33%
Target:+2mn digital
customers
BKIA+BMN 12.7% 38.5%BKIA+BMN
And we will continue investing to offer our customers the best
platforms
IT Investment 2018-2020
€1bn
Of which “change”
investment: 51.7%
Accompanying our customers on the process of digitalization of their relationship with the bank
30
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
We look at different time horizons…
Payment services
Open Business
New technologies
Competitive field in the next three years
Platform is under construction. Will be an important competitive factor for the next strategic plan
Monitoring and testing of progress in more mature technologies (artificial intelligence) and emerging technologies (blockchain)
Strategy of collaboration in FINTECH
2018
What do we expect in the future?
31
STRATEGIC PLAN 2018-2020
3. Distribution Model
Strategy
Strategic alliancesto lock in a dominant position
We start from a very good competitive position
Of total purchases with cards in Spain,
11.62% is with Bankia cards
12.22% of card collections in Spain are
through Bankia “Point of Sale” terminals
Provide our customers with all the payment services available in the market
Allow companies and retailers that are payment initiators to collect using any
payment method available in the market
(payment services and intermediaries)
Example in cards
The main challenge within the horizon of our Strategic Plan is PAYMENTS
32
STRATEGIC PLAN 2018-2020
Strategy
The CUSTOMER is at the center of our strategy
Strategic Priorities to better
serve our customers
Positioning
Processes improvement
Distribution Model
In order to execute anexcellent implementation…
Speed in deployment
Flexibility and capacity to adapt in a changing environment
We have a proven execution capacity
Bankia’s Strategic Priorities
33
STRATEGIC PLAN 2018-2020
Strategic Objectives 2020
Our goal: to be the best bank in Spain
Creating value for our shareholders
Satisfied customers
Committed teams
Recognitionfrom society
Sustainable profitability
Efficiency
Solvency
What is our aspiration?
34
STRATEGIC PLAN 2018-2020
Strategic Objectives 2020
Organic Capital Generation Model
2020E
<47%Efficiency Ratio
12%
ROE (1) 10.8%
Solvency CET1 FL
<6%NPAs
~ €1,3bnPAT
(1) Adjusted to 12% CET1 FL
Sustainable profitability
35
STRATEGIC PLAN 2018-2020
Strategic Objectives 2020
An ordinary cash pay out in the region of 45-50%
And the return of excess capitalabove 12% CET1 FL
(1) Includes cash pay out and y return of capital above 12% CET 1 FL
Fulfilling this Strategic Plan will allow us…
Capital distribution policy
Expected total remuneration > €2,500mn(1)
38
STRATEGIC PLAN 2018-2020
General macro trends
Macroeconomic environment
GDPYear-on-year change
JOB CREATIONYear-on-year change in Social Security affiliates (thousands)
CREDIT PERFORMANCEHousehold and corporate credit in Spain – Year-on-year change
Source: Bankia Research
INTEREST RATES12-month Euribor – year-end data
2016
3.3%
2015
3.4%
2017
3.1%
2016
- 8 pbs
2015
6 pbs
2017
-19 pbs
2016
563
2015
530
2017
622
2016
-2,9%
2015
- 4,3%
2017
-2,0%
Main macroeconomic indicators performance
39
STRATEGIC PLAN 2018-2020
Credit performance in Spain
Macroeconomic environment
CREDIT TO BUSINESSES AND HOUSEHOLDS – EURO AREA / SPAIN
CREDIT PERFORMANCE
HOUSINGEURO AREA/SPAIN
Year-on-year change
Year-on-year change
2%
-1.8%
-14%
-12%
-10%
-8%
-6%
-4%
-2%
0%
2%
4%
dic1
2
mar
13
jun
13
sep1
3
dic1
3
mar
14
jun
14
sep1
4
dic1
4
mar
15
jun
15
sep1
5
dic1
5
mar
16
jun
16
sep1
6
dic1
6
mar
17
jun
17
sep1
7
dic1
7
%
UEM España
4.1%
-2,6%
-6%-5%-4%-3%-2%-1%0%1%2%3%4%5%
dic1
2
mar
13
jun1
3
sep1
3
dic1
3
mar
14
jun1
4
sep1
4
dic1
4
mar
15
jun1
5
sep1
5
dic1
5
mar
16
jun1
6
sep1
6
dic1
6
mar
17
jun1
7
sep1
7
dic1
7
%
CREDIT PERFORMANCE
BUSINESSESEURO AREA/SPAIN
Year-on-year change-25%
-20%
-15%
-10%
-5%
0%
5%
dic1
2
mar
13
jun1
3
sep1
3
dic1
3
mar
14
jun1
4
sep1
4
dic1
4
mar
15
jun1
5
sep1
5
dic1
5
mar
16
jun1
6
sep1
6
dic1
6
mar
17
jun1
7
sep1
7
dic1
7
%
0.1%
-2.9%
Source: Bankia Research
Credit growth in Spain below Euro Area average
dec1
2
mar
13
jun
13
sep1
3
dec1
3
mar
14
jun
14
sep1
4
dec1
4
mar
15
jun
15
sep1
5
dec1
5
mar
16
jun
16
sep1
6
dec1
6
mar
17
jun
17
sep1
7
dec1
7
dec1
2
mar
13
jun
13
sep1
3
dec1
3
mar
14
jun
14
sep1
4
dec1
4
mar
15
jun
15
sep1
5
dec1
5
mar
16
jun
16
sep1
6
dec1
6
mar
17
jun
17
sep1
7
dec1
7
dec1
2
mar
13
jun
13
sep1
3
dec1
3
mar
14
jun
14
sep1
4
dec1
4
mar
15
jun
15
sep1
5
dec1
5
mar
16
jun
16
sep1
6
dec1
6
mar
17
jun
17
sep1
7
dec1
7
40
STRATEGIC PLAN 2018-2020
43%
39%
88%
51%
España
UEM
Max histórico dic-17
Debt as % GDP
Macroeconomic environment
CREDIT TO BUSINESSES AND HOUSEHOLDS AS % GDP HOME LOANS AS % GDP
Debt as % GDP
Euro areaSPAIN
Debt as % GDP
46%
38%
62%
39%
España
UEM
Max histórico dic-17
CREDIT TO BUSINESSES AS % GDP
Debt as % GDP
Source: Bankia Research
DEC 03 DEC 10 DEC 17
GAP: 15 p.p.
84%
99%
GAP: 62 p.p.
104%
166%
GAP: 14 p.p.
90%
104%
The deleveraging process in Spain is almost complete
Spain
Spain
Historical max. Dec-17
Historical max. Dec-17
41
STRATEGIC PLAN 2018-2020
Source: Bankia Research
CREDIT PERFORMANCE
INTEREST RATE ASSUMPTION (%)
Macroeconomic trends favourable to banking business growthand asset quality improvement
Avg. rates EUR 12-month forward curve, 26 January 2018
Macroeconomic environment
Macroeconomic assumptions 2017-2020: Main indicators
REAL GDP GROWTH (% YOY)
JOB CREATION
3.4% 3.3% 3.1%
2.0%
2.8%2.5%
2.9%
2.3% 2.1%
2015 2016 2017 2018e 2019e 2020e
Real Previsión
368430
350477
346 303
530 563 622
2015 2016 2017 2018e 2019e 2020e
Previsión Real
Y-o-y change in Social Security affiliates (thousands)Total credit – y-o-y growth
CAGR 2017 – 2020: +0.5%
-0.05%0.29%
0.73%
202020192018
2019
0.6%
2018
-1.1%
2020
2.2%
2017
-2.0%
Main assumptions behind our projections
Forecast
Forecast
42
STRATEGIC PLAN 2018-2020
Macroeconomic assumptions 2017-2020: Credit performance in Spain
Macroeconomic environment
CREDIT FORECASTS
HOUSING
CREDIT FORECASTS
BUSINESSES
CREDIT FORECASTS
CONSUMER FINANCE
TOTAL CREDIT FORECASTS - HOUSEHOLDS AND BUSINESSESHistoric and forecasted trends in Spain– €Thousand of millions
1,281
1,226
1,191
1,1671,154 1,160
1,185
2014 2015 2016 2017 2018e 2019e 2020e
In Spain €Thousands of millions
580552
536 522 512 508 510
2014 2015 2016 2017 2018e 2019e 2020e
545518 493 476 466 469 483
2014 2015 2016 2017 2018e 2019e 2020e
58 61 6979 87 92 98
2014 2015 2016 2017 2018e 2019e 2020e
Source: Bankia Research
CAGR 2017 – 2020: 0.5%
CAGR 2017 – 2020: - 0.8%
CAGR 2017 – 2020: 0.5%
CAGR 2017 – 2020: 7.4%
In Spain €Thousands of millions
In Spain €Thousands of millions
Sector credit growth trend
43
STRATEGIC PLAN 2018-2020
Macroeconomic assumptions 2017-2020: indebtedness levels
Macroeconomic environment
CREDIT TO COMPANIES AND HOUSEHOLDS AS % GDP
Debt as % GDP
Forecasted GDP growth and credit to businesses andhouseholds in Spain should cause the country to converge withthe euro area indebtedness levels
Source: Bankia Research
Euro areaSPAIN
CREDIT TO BUSINESSES AS % GDP
Debt as % GDP
HOME LOANS AS % GDP
Debt as % GDP
Euro areaSPAIN
DEC 17
GAP: 4 p.p.
39%
43%
DEC 20
36%
(7 p.p.)
DEC 17
GAP: 8 p.p.
38%
46%
DEC 20
38%
(8 p.p.)
DEC 17
GAP: 14 p.p.
90%
104%
DEC 20
89%
(15 p.p.)
Under the projected scenario we converge with the euro area in households and companies indebtedness
44
STRATEGIC PLAN 2018-2020
Macroeconomic assumptions 2017-2020: funds performance
Macroeconomic environment
Source: Bankia Research
CUSTOMER FUNDS PERFORMANCEHistoric and forecasted trend – €Thousands of millions
CAGR 2017 – 2020: 7.5%
1,1261,160
1,205
1,262
1,3151,356
1,393
2014 2015 2016 2017 2018e 2019e 2020e
Depósitos + Fondos de Inversión
CAGR 2017 – 2020: 3.3%
195220
235263
294315
327
2014 2015 2016 2017 2018e 2019e 2020e
FORECASTS
MUTUAL FUNDS
In Spain € Thousands of millions
CAGR 2017 – 2020: 2.2%
FORECASTS
DEPOSITS
In Spain € Thousands of millions
931 940970
9991,021
1,0411,066
2014 2015 2016 2017 2018e 2019e 2020eCAGR 2014 – 2017: 3.9%
Deposits + Mutual Funds
Customer funds will also trend upward over the next few years
46
STRATEGIC PLAN 2018-2020
1
2
3
4
Execution of BMN’s integration
Efficiency and cost control
Revenue growth via increased sale of high value products
Accelerated reduction of NPAs
Main themes of our Strategic Plan
Four main themes underpinning our Strategic Plan
47
STRATEGIC PLAN 2018-2020
PresentationBankia-BMN merger
plan
Regulatory authorizations
IT integrationAdmission to trading
of new shares
Execution of BMN’s integration
Challenges
1. Unify commercial management
• NEO operating system• Commercial systematic approach• Operational Management, processes & transactions• Sales team Management Styles
• Same culture and values• Same positioning• Same sales intensity and quality
• Positioning: Closeness, Simplicity and Transparency
IT integration in 3 months
Workforce adjustment plan agreement
2. Consolidate a single network
3. Integrate customers consistently
26 June 2017 28 December 2017 19 March 201812 January 2018 15 February 2018
Main themes of our Strategic Plan
Goal: Same Identity, Culture and Management Style
48
STRATEGIC PLAN 2018-2020
1
2
3
4
Execution of BMN’s integration
Efficiency and cost control
Revenue growth via increased sale of high value products
Accelerated reduction of NPAs
Main themes of our Strategic Plan
Four main themes underpinning our Strategic Plan
49
STRATEGIC PLAN 2018-2020
OPERATING EXPENSES (1)
2018E 2019E 2020E
SYNERGIES
€190mn€66mn €149mn
35% 78% 100%
Efficiency and cost control
PROJECTED ANNUAL INCREASE IN EXPENSES
BMN restructuring expenses already provisioned in 2017
2017
1.95 2.09
2020
~1.90
2020
Increase in expenses
2.25%
Synergies
Wage and overhead inflation
2018 2019
2.00 2.04
+ €0.14bn
€bn
Expenses and regulatory investment
Digitalization expenses and investment & others
Workforce adjustments
Branch closures
Processes improvement
(0.19)
Main themes of our Strategic Plan
(1) Includes amortizations
Synergies derived from the integration with BMN exceed the announced €155mn
50
STRATEGIC PLAN 2018-2020
1
2
3
4
Execution of BMN’s integration
Efficiency and cost control
Revenue growth via increased sale of high value products
Accelerated reduction of NPAs
Main themes of our Strategic Plan
Four main themes underpinning our Strategic Plan
51
STRATEGIC PLAN 2018-2020
Lending to businesses
Consumer loans
Revenue growth
Mortgages
Payment services
Insurance
Mutual funds
A BImpulse to new lending Fees from high value products
Main themes of our Strategic Plan
52
STRATEGIC PLAN 2018-2020
Revenue growth: NEW LENDING
Share of outstanding balance – Lending to Households. Housing
CAGR: -2.2%
-102 bps
MARKET SHARE FORECASTED PERFORMANCE
Closing balances - €bn
OUTSTANDING BALANCE EX NPLs FORECASTED PERFORMANCE
Bankia Bankia + BMN
-97 bps
Bankia + BMN
Source: BdE historic and Bankia forecast 2020e
11.2%
2017
13.6% 12.6%
2020e
71.3 66.6
2017 2020e2017Post-merger
12.3%
2014
Main themes of our Strategic Plan
MortgagesA
53
STRATEGIC PLAN 2018-2020
>70% of new loans are attributable to the market performance
Strong growth of real estate activity in regions where the Group is present(2)
“Hipoteca SIN Comisiones” (mortgage without fees)
Selective approach to the business
LTV <= 65% in new loans
Note (1): originations as % of new loans, not including renegotiated loansNote (2): real estate activity growth measured as home purchase and sale agreements per 100,000 inhabitants
+202 bps
+351 bps
Share of new loans 2018 – 2020
NEW LOANS
Bankia Bankia + BMN
GROWTH LEVERS
Focus on quality of new loans
5.2%
2017 (1)
7.3%10.8%
Average2018-2020e
2017 (1)
Post-merger
3.2%
2015 (1)
Main themes of our Strategic Plan
Source: BdE historic and Bankia forecast 2020e
MortgagesA
Revenue growth: NEW LENDING
54
STRATEGIC PLAN 2018-2020
Share of outstanding balance – Lending to Businesses
CAGR: 7.9%
+24 bps
Closing balances - €bn
Bankia Bankia + BMN
+77 bps
Note: balances for the businesses segment including RED
Bankia + BMN
6.0%
2017
6.9% 7.7%33.0 41.5
2017 2020e2017Post-merger
5.7%
2014 2020e
Main themes of our Strategic Plan
MARKET SHARE FORECASTED PERFORMANCE OUTSTANDING BALANCE EX NPLs FORECASTED PERFORMANCE
Source: BdE historic and Bankia forecast 2020e
Revenue growth: NEW LENDING
BusinessesA
55
STRATEGIC PLAN 2018-2020
85% of new loans are attributable to the market performance
Businesses model developed in the last few years
24bps gain in the period 2014-17 despite deleveraging in the legacy business
BMN allows us to grow in new regions
The return to new products in which the bank has experience will help capture market share
Core Business ex NPLs
CAGR: 5.6%
Note: Only Bankia data (does not include BMN)
Legacy Business ex NPLs
CAGR: -15.3%
GROWTH LEVERS
24.2 28.4
2014 2017
5.5 3.3
2014 2017
Main themes of our Strategic Plan
Revenue growth: NEW LENDING
Lending to businessesA
56
STRATEGIC PLAN 2018-2020
Real estate development
Syndicated lending
Other products, other
customers
Participation in syndicated loans and capital market operations with customers, previously restricted because of the Restructuring Plan
Gradual recovery of the real estate developer financing activity
Development of other fee-generating products (project finance, acquisition finance, etc.), as well as lending to non-resident companies
Market Size 2017(2)
109.7bn
Note (1): originations in period 2014 – 2017. Euro bn. The market in which the bank has been unable to operate includes investment grade rated customers, customers who had issued bonds in the last 12 months, who went public or had raised capital on the stock market, financing of transactions outside Spain, project finance (>8 years) and acquisition finance through SPVs
Ranking 2017
#4
Restricted Market (1)
€77.4bn
Note (2): market as of September 2017, latest figures available
Main themes of our Strategic Plan
Revenue growth: NEW LENDING
Lending to Businesses: Development of new productsA
57
STRATEGIC PLAN 2018-2020
Share of outstanding balance – Consumer Loans
CAGR: 16.2%
+81 bps
Closing balances - €bn
Bankia Bankia + BMN
+118 bps
Note (1): organic performance
CAGR 15 – 17: 16.6%Bankia ex BMN
Bankia + BMN
Source: dE
4.8%
2017
5.5%6.6%
4.46.8
2017 2020e
4.0%
2014
Main themes of our Strategic Plan
MARKET SHARE FORECASTED PERFORMANCE OUTSTANDING BALANCE EX NPLs FORECASTED PERFORMANCE
Source: BdE historic and Bankia forecast 2020e
Revenue growth: NEW LENDING
Consumer loansA
58
STRATEGIC PLAN 2018-2020
75% of estimated new loans are attributable to the market performance
Pre-approved credit lines (>85% of new loans) tested and with low CoR
Bankia has 2.5 million of pre-approved credit lines
BMN contributes 0.5 million customers with direct income deposits
Study of possible alliances in consumer finance
New loans
Pre-approved lines
Point of sale
Main themes of our Strategic Plan
Revenue growth: NEW LENDING
Consumer loans – business leversA
59
STRATEGIC PLAN 2018-2020
Revenue growth: FEE AND COMMISSION INCOME
Goal: to repeat the increase in market share achieved in the period 2014 - 2017
Bankia potential: disintermediation ratio (11% vs. 15% sector)(1)
BMN potential: lower penetration rate (3.9% vs 7.5%)
Share of outstanding balance – Mutual Funds
+82 bps
Bankia Bankia + BMN
+82 bps
GROWTH LEVERS
Note (1): Mutual funds / Customer funds + Mutual funds
Source: Inverco historic and Bankia forecast 2020e
5.8%
2017
6.4% 7.2%
2017Post-merger
5.0%
2014 2020e
Main themes of our Strategic Plan
MARKET SHARE FORECASTED PERFORMANCE
Mutual fundsB
60
STRATEGIC PLAN 2018-2020
# Credit cards
+89 bps
Bankia Bankia + BMN
+90 bps
GROWTH LEVERS
No. of POS terminals
+97 bps
+81 bps
Commercial positioning (Dec17 vs Dec15)Credit cards
+490,000 cards (+19.8%) +22.8% in debit and credit cards turnover
Point of Sale terminals
+19,300 customers (+32.9%) +46.7% in turnover
BMN customers: (credit card penetration rate in Bankia 30.20% of customers vs. 18.59% in BMN)
Opportunity to grow in retail establishments in BMN
Source: BdE historic and Bankia forecast 2020e(1) Latest share available: Sep 17 (2) Source: Servired Dec 17
7.1%
2017(1)
8.1%9%
2017Post-merger(1)
6.2%
2014 2020e
7.1%
2017(2)
8.2% 9%
2017Post-merger(2)
6.1%
2014 2020e
Main themes of our Strategic Plan
MARKET SHARE FORECASTED PERFORMANCE
Revenue growth: FEE AND COMMISSION INCOME
Payment servicesB
61
STRATEGIC PLAN 2018-2020
Bancassurance
GROWTH LEVERS
Newly created Bancassurance unit supporting the Retail Network and Business Banking
Specialized teams in Marketing and Channels
BMN contributes a higher penetration rate (22.3%) than Bankia (17.7%)
Retail Network
(Individuals and SMEs)
Business Banking
Marketing Channels
Main themes of our Strategic Plan
Revenue growth: FEE AND COMMISSION INCOME
InsuranceB
62
STRATEGIC PLAN 2018-2020
1
2
3
4
Execution of BMN’s integration
Efficiency and cost control
Revenue growth via increased sale of high value products
Accelerated reduction of NPAs
Main themes of our Strategic Plan
Four main themes underpinning our Strategic Plan
63
STRATEGIC PLAN 2018-2020
NPLS AND NPL RATIO PERFORMANCE
13.016.5
11.5
12.9% 10.8% 9.8%
DEC 14 DEC 15 DEC 16
20.0
14.7%
DEC 13
€Bn
9.7
DEC 17Bankia
8.5%
12.1
8.9%
Accelerated reduction of NPAs
Main themes of our Strategic Plan
DEC 17Bankia + BMN
€bn – net balances
FORECLOSED ASSETS PERFORMANCE
1.922.25
DEC 16
3.282.69
DEC 15 DEC 17Bankia
DEC 17Bankia + BMN
Average reduction per year: €2.6bn
Performance from peak
2.88
DEC 14
Average reduction per year: €0.3bn
We have achieved a major reduction in non-performing loans and foreclosed assets…
64
STRATEGIC PLAN 2018-2020
FORECLOSED ASSETS COVERAGE
Bankia + BMN Dec 17
~ 91%
MIX AND COVERAGE, NON-PERFORMING LOANS
NPL COVERAGE EX R.E. DEVELOPERS
Bankia + BMN Dec 17
NPL COVERAGE, R.E. DEVELOPERS
BANKIA + BMNDec 17
TOTAL COVERAGE BANKIA NPLs: 56.5%(1)
NPLs EX R.E. DEVELOPERS AS % OF NPLs
R.E. DEVELOPER
NPLs AS % OF NPLs
~9%
(1) Coverage ratio including provisions for IFRS 9. If IFRS 9 provisions were excluded, the ratio would be 50.8%
% of totalCoverage
since origination
Bankia + BMN Bankia + BMN
Finished homes 67.7% 58.8%
Land 6.0% 67.6%
Rest of foreclosed assets 26.2% 52.8%Bankia + BMN data at Dec 17
Bankia + BMN Dec 17
Bankia + BMN Dec 17
35.9% 58.1%56.5%
63.0%
COVERAGE SINCE FORECLOSURE COVERAGE SINCE LOAN ORIGINATION
Main themes of our Strategic Plan
…maintaining high coverage levels and limited real estate developer exposure…
Accelerated reduction of NPAs
65
STRATEGIC PLAN 2018-2020
(1) NPA ratio gross: Gross NPAs + Gross Foreclosed Assets / Total Risks + Gross Foreclosed AssetsNPA ratio net: Net NPAs + Net Foreclosed Assets / Total Risks + Gross Foreclosed Assets
(2) Coverage ratio including IFRS 9 provisions. If IFRS 9 provisions were excluded, the ratio would be 50.8%(3) 2017 data for Bankia not including BMN
PERFORMANCENON-PERFORMING
ASSETS
24 bps
NPA ratio (1)
NPL ratio
NPL coverage(2)
Cost of Risk(3)
2020e2017
12.5%
8.9%
56.5%
24 bps
<6.0%
<4.0%
~56%RATE OF REDUCTION NON-PERFORMING
ASSETS
€bn – gross amounts
€bn – gross amounts
Rise in home prices Employment recovery
Note: 2013, peak NPAs
24.1
2013
17.2
2017Bankia + BMN
8.412.8
2017Bankia
ANNUAL AVERAGE 2013 - 2017
2.8 2.9
BANKIA BANKIA + BMN
2020e
Main themes of our Strategic Plan
ANNUAL AVERAGE 2018e – 2020e
NPA ratio net 6.1% <3.0%
Accelerated reduction of NPAs
…trends that we maintain in our Strategic Plan…
66
STRATEGIC PLAN 2018-2020
51.2%
58.5%
24 bps
6.8%
Summary of targets
€0.8bn
2020e2017(1)
€0.26/share
<47%
<48%
24 bps
11.0%
€1.3bn
€0.43/share
Efficiency Ratio
Cost-to-income Ratio ex NTI
Cost of Risk
ROTE (2020 adjusted to CET1 FL of 12%)
Net Profit
Earnings per share
(1) Data for Bankia without BMN as of 31 December
+62%
+62%
Main themes of our Strategic Plan
6.7% 10.8%ROE (2020 adjusted to CET1 FL of 12%)
Increase in sustainable profitability
68
STRATEGIC PLAN 2018-2020
Main assumptions of the Financial Plan
Financial breakdown
2018 2019 2020
Eur 3m -0.30% -0.01% 0.44%
Eur 1 year -0.05% 0.29% 0.73%
IRR 1yr Spain -0.28% 0.11% 0.58%
Average spread on new lending (1):
New lending:
• 82% of new loans attributable to market performance
• 18% due to market share gain
Average rates for the period. Source: Bloomberg
Average rate on new retail deposits:
The Plan includes wholesale debt issues that allow to reach an MREL ratio of 20% by 2020
CAGR 2017 – 2020e
Total portfolio: +1.7%Housing : -2.2%
Businesses: 7.9%Consumer finance 16.2%
LOANS AND RECEIVABLES EX NPLS PERFORMANCE (€BN)The plan assumptions are based on the forward curve of 26 January 2018:
Yield curve Spreads Volumes
(1) Ex public sector
2.6%
2017 Average 2018e – 2020e
2.5%
0.06%
2017
0.12%
2020e
Scenario 2018-2020
69
STRATEGIC PLAN 2018-2020
Interest Margin
Financial breakdown
Positive performance of interest margin due to rise in interest rates and mix improvement
0.3
2.3
2020e
2.9
2017Bankia + BMN
Volume +credit mix
€bn
INTEREST MARGIN
0.3
Rates impact:(+) credit book
(-) Funding and MREL(-) Income from Fixed
Income portfolio
CREDIT YIELD
2018e
1.7%1.7%
2020e
RatesVolume
Mix
30%
70%
2.4%
2017
1.03% 1.79%Yield mortgages
2.70% 3.11%Yield other credit (1)
2017 2020
(1) Consumer Finance, Businesses and other
122bn 125bnNet total loans and advances
Avg. balance122bn
87% of the book varies with euribor
Change in mix: weight of Businesses and Consumer Finance over total credit book changes from 32% in 2017 to 40% in 2020
70
STRATEGIC PLAN 2018-2020
Fee and commission income
Financial breakdown
FEE AND COMMISSION INCOME GROWTH DRIVERS
Lending products: performance linked to new lending
Saving products: increased disintermediation towards mutual funds and pension funds
Payment Services: increased penetration in cards and point of sale terminals
Insurance: new bancassurance unit with specialized teams
~ €0.2bnFee and commission
income growth2020e vs 2017
~ 7% CAGR2018e – 2020e
One single franchise and commercial management boosts fee and commission income
71
STRATEGIC PLAN 2018-2020
Gross income and loan portfolio composition
Financial breakdown
LOAN PORTFOLIO EX NPLs
Credit portfolio by segment
61% 54%Mortgages
Businesses 28% 34%
Consumer finance 4% 6%
2020e2017
Other* 7% 7%
*Public Sector and others
Net interest income and fee and commission income as the main components of gross income
COMPOSITION OF GROSS INCOMENet interest income, Fee and commission income and Net trading
income as % of Gross income
(1) Bankia + BMN full year data
2020e
63% 8 p.p.
29%
12%
Net interest income Fee & c. income NTI
71%
30%
2%
1 p.p.
10 p.p.
2017(1)
72
STRATEGIC PLAN 2018-2020
Operating expenses
Financial breakdown
OPERATING EXPENSES€bn
2020e
1.95 1.90
+ 0.14
2.09
- 0.19
Expense glide
Synergies2020e
COST TO INCOME RATIO
2020e
<47%56%
Restructuring expenses already provisioned
Ratio ex NTI: <48%
2017 (1)2017
(1)
(1) Bankia + BMN full year data
Strict cost control discipline improving our efficiency level
-2,5%
73
STRATEGIC PLAN 2018-2020
Cost of risk
Financial breakdown
Initial high coverage levels:
NPLs: ˜56%
Foreclosed assets: 58.1%
RED balance (1.1% of total portfolio)
Reduced exposure to land
Rating improvements at Businesses conforming the credit stock
€8.8bn reduction in NPAs expected in 2018 – 2020e (51% of 2017 closing stock)
Track record in NPLs sales: €4.2bn of sales in 2014-2017 without impact on P&L
Capacity to mitigate impact of new loans (businesses and consumer finance) on CoR
IFRS 9 impact in 1Q 2018
Reduction of refinanced loans “on watch” >€300mn in 2H17
Well provisioned balance sheet Reduction of NPAs Limited impact of IFRS 9
Cost of risk close to current levels (24 bps)
74
STRATEGIC PLAN 2018-2020
Financial breakdown
Improvement in CORE businessNet Interest Inc. + Fee income
Operating expenses -2.5%
StableCost of risk
Profitability
€0.8bn
2020e
+62%
€1.3bn
2017(1)
(1) Bankia ex BMN
Increase in profit: CORE business improvement and cost control due to cost of risk
75
STRATEGIC PLAN 2018-2020
Funding and liquidity
Financial breakdown
FUNDING STRUCTURE
<100%LTD 2020E
>100%NSFR 2020E
<150%LCR 2020E
20%MREL 2020E
MAIN TARGETS
WHOLESALE DEBT MATURITIES
40%
9%24%
19%
8%
DECEMBER 2014 DECEMBER 2017
58%
10%
17%
9%8%
63%10%
16%
12%
DECEMBER 2020
Retail deposits Issues and Treasury other ECB Wholesale deposits Repos
€BN
RATINGS
BBB-Positive outlook
BBB-Positive outlook
BBB (HIGH)
Stable outlook
12.91.0
2.8
1.4
0.4
0.4
3.2 4.8 0.4 1.5 14.4
2018 2019 2020 2021 > 2021
1.5
0.1
1.0
2.8
Covered BondsSubordinated Debt
Senior Debt
Solid liquidity position
76
STRATEGIC PLAN 2018-2020
Capital - MREL
Financial breakdown
MREL REQUIREMENTS
The cost of issuing an additional 1.0% of “Senior Non-Preferred” debt is estimated at €1.7mn per year
ISSUANCE PLAN 2018 – 2020E
a. Debt maturities 8.4
b. Planned debt issuances ~8.9
AT1 + T2 ~1.6
SNP + Covered bonds ~7.3
a – b = Net issuances +0.5
€BN
MREL 2020e
CET 1
~12%
AT1: 1.5%
T2: 2%
SNP: <4.5%
~20%
MREL 2017
CET 1
12.3%
AT1: 0.9%
T2: 1.9%
15.1%
Issuance plan focused on compliance with MREL requirements by 2020
77
STRATEGIC PLAN 2018-2020
Financial breakdown
2018 -
2022
TRIM: Review of mortgage and businesses models
EBA Guidelines: Harmonization of PD and LGD calculations in internal models
Homogeneous risk parameters associated with default
Discount rate in LGD estimation
Basel IV: Limited impact (current consumption under IRB similar toStandardized Approach)
Transition from Approval Model to Mortgage Portfolio Behavioral Model Current IRB models and projected roll-out do not exceed Basel IV “floor” standard BMN portfolio (17.6% of total RWAs) is under Standardized Approach Impact of TRIM and EBA Guidelines mitigated through Margin of Conservatism
2018 -2020
Capital – Risk-weighted assets
Impact from regulatory
reforms
Levers for improvement
RWAs will contribute positively to capital generation
IRB modelscurrentdensity
Businesses Mortgages
Bankia
Peers (1)
Bankia
Peers (1)
50.51%
51.29%
31.70%
15.71%
(1): Peers: BBVA, Caixabank, Sabadell and Santander; Latest information available on Pillar 3 Reports
78
STRATEGIC PLAN 2018-2020
Capital
Financial breakdown
MREL LEVEL
Substantial organic capital generation through profit growth and RWAs optimization
Payout ratio of 45-50%
Issuance plan to achieve a MREL of 20%
Return of capital above 12% CET1 FL
CET1 FULLY LOADED
(1): Ratio without sovereign gains and including the impact of IFRS 9 (ratio with sovereign gains 14.46%)
2020e
20%15%
2020e
12%
2017 (2)
12%
2017 (1)
High organic capital generation
79
STRATEGIC PLAN 2018-2020
Main levers for ROTE growth
6.8%
Interest Margin
~1.6%
~1.0%
Fees & Com.
11%
~(1.5%)
NTI andOther gross
margin
Costs & Synergies
~0.2%~0.4%
~0.7%
NPAs
(1) Data Bankia + BMNAdjusted ROTE to 12% CET 1Levers net of taxes, assuming tax rate of ~27%
RoTE 2017 (1) RoTE 2020e
Adjusted to 12% CET1
Rate Volumen / Mix
~1.2%
10%
ROTE 2020e
~1.0%
Excess capital
Other
~(0.3%)
Cost of Risk
Profitability
Financial breakdown
80
STRATEGIC PLAN 2018-2020
Financial breakdown
Summary of targets
2020e
€1.3bn
45 - 50%
€0.43
<47%
<6% / 24 bps
12%
PAT
Cash dividend Pay Out
Efficiency Ratio
NPA ratio / CoR
CET 1 FL
Profitability
Efficiency
Asset quality and Solvency
2020ewith forward curve to 2021 (1)
EPS
ROTE adjusted to CET1 FL of 12% 11.0%
€1.5bn
€0.51
12.5%
2020 Targets
ROE adjusted to CET1 FL of 12% 10.8% 12.2%
(1) 2020 metrics with 2021 forward curve rates(2) Includes cash pay out and return of capital above 12% CET1 FL
Return of capital > €2,500mn (2)
82
STRATEGIC PLAN 2018-2020
Conclusions
We have successfully ended our Restructuring Plan…
… fulfilling the targets set in 2012
We have an excellent starting point…
… to initiate a Growth stage
We count on a well defined Strategic Plan…
… and with a proven execution capacity
1
2
3
83
STRATEGIC PLAN 2018-2020
Conclusions
2020 Targets: To be the best bank in Spain
2020E
<47%Efficiency Ratio
12%
ROTE (1) >11%
Solvency CET1 FL
With an expected total remuneration to our shareholders > €2,500mn (2)
~ €1,3bnPAT
(1) Adjusted to 12% CET1 FL(2) Includes cash pay out and return of capital above 12% CET1 FL
Profitability
Efficiency
Solvency
85
STRATEGIC PLAN 2018-2020
Extremadura
Madrid
Andalucía
Castilla la Mancha
Castilla y León
C. ValencianaBaleares
Región deMurcia
Galicia
Aragón
CataluñaLa Rioja
Navarra
Asturias CantabriaPaís
Vasco
> 14% market share
7% - 14% market share
<7% market share
Bankia + BMN market share by Deposits 4T171
Source: Bankia, BdE, INE(1) Domestic deposits
Canarias
Posición de liderazgo en España en las regiones más dinámicas
€214bn total assets
€129bn gross credit
€130bn deposits
#4Bank byassets
#4Bank by loans
#4Bank by
customersdeposits
Strategic Plan
Franchise
What’s Bankia today?
86
STRATEGIC PLAN 2018-2020
Microcredits
Volunteering
Engaged with local development
“Red Solidaria” Project
Additionally, in 2017 we financed Spanish businesses and households with €18bn
Boost to employment/employability
Environment
Sustainability
Education support
Sponsorships
252 projects and y 167,000 beneficiaries
First Spanish micro-finance institution with European structure
584 volunteers with a focus on Financial Education
Supporting 341 local NGO
Close to 5,000 beneficiaries
Permanent Improvement Plan and relevant results (DJSI and Footsie4Good)
Coefficiency Plan, maximum score on fight against climate change, A (CDP)
“FP Dual” Bankia Foundation
Cultural institutions with local roots
Recognition from Society
Contribution to society
We are engaged with society
87
STRATEGIC PLAN 2018-2020
Want to protect their personaldata better but don’t know how
73%consumers
Consider banks as aguarantee of data security(second only to hospitals)
64% consumers
think that their personaldata are valuable
87%consumers
GOVERNANCE & POLICY
• Appointment of Data Protection &
Privacy Officer (DPO)
• Training and awareness building in
employees, suppliers and other
responsible parties
RIGHTS MANAGEMENT
• Development of personal data
catalogue
• Data identification for exercise of
Portability Right
INFORMATION
• Adapt the legal drafting of
disclaimers
PROCESSES &
TECHNOLOGY
• Identification
and inventory of
personal data
SECURITY
• Security PIAs*
PRIVACY
Privacy Impact Assessment: a process for identifying and correcting or mitigating any security problems concerning an organisation’s personal data privacy policy.
*
Recognition from Society
Privacy
Create a secure and private digital environment for our customers
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