2020 Universal registration document and annual financial report - BNP PARIBAS 7
1Presentation of the BnP PariBas GrouP
1
Presentation of operating divisions and business lines
With Domestic Markets, BNP Paribas is the best private bank in France(1), Italy and Belgium(2), No. 1 in cash management in Europe for large corporates(3) and European Leaser of the year(4).
In 2020, the Domestic Markets teams mobilized to support their customers and the economy during the health crisis. Nearly 90% of branches remained open or accessible by appointment during the lockdowns of the first half of 2020, and contacts with customers were intensified to assess their needs in the context of the crisis. Nearly 100,000 state-guaranteed loans were granted. Several solidarity initiatives have also been implemented in various countries: computer donations, vehicles made freely available, donations to associations, etc.
FRENCH RETAIL BANKING (FRB) With just over 24,200 employees, French Retail Banking (FRB) supports its customers with all their projects. FRB offers innovative solutions in financing, payment, wealth & asset management, and insurance to 6.9 million individual customers, 636,000 professionals and very small enterprises, 31,500 corporates (SMEs, mid-sized and large corporates) and some 58,000 associations. Combining the best in digital and human interaction, it provides them with broad interface capabilities, ranging from essential banking services, through a self-care solution, to customised guidance using dedicated teams and experts.
French Retail Banking is structured around 10 regions covering 156 territories, making it possible to provide all our customer bases with the right level of proximity whilst maintaining synergies between business lines.
All customer bases have dedicated areas appropriate to their needs:
■ for individual and professional customers, 1,750 branches and 4,427 ATMs operating under the BNP Paribas and BNP Paribas Banque de Bretagne brands;
■ for Private Banking customers, BNP Paribas has Private Banking centres located throughout France (for customers with more than EUR 250,000 in financial assets) and 11 Wealth Management offices (for customers with more than EUR 5 million in financial assets), making BNP Paribas the leading private bank in France;
■ for corporate clients and entrepreneurs, a sizeable organisation:
■ 22 generalist business centres dedicated to corporate customers, 2 business centres specifically for customers with simple needs (in particular Small Associations, French subsidiaries of foreign groups) who seek a digital banking relationship, 4 specialised business centres (Innovation, Real Estate, Institutions/Associations/ Foundations and Images & Media) offering tailored solutions to meet corporate customers specific needs and 1 skills centre (Banking & Financial Services) to address corporate sector challenges,
■ 80 SME centres to support small businesses, SMEs and very small enterprises, and their managers, to manage their wealth planning and company life-cycle,
■ 63 WAI(5) hubs to support innovative start-ups and companies by providing products and services dedicated to their specific needs and 2 sites dedicated to innovation: WAI Paris and WAI Massy- Saclay, places for innovation and connection;
■ teams dedicated to the French overseas territories (4 regional subsidiaries, several teams and an economic interest group in mainland France) which benefit from close proximity and in-depth knowledge of local issues;
■ specialised subsidiaries, including BNP Paribas Factor, one of the European leaders in factoring, which offers trade receivables and payables management solutions, as well as BNP Paribas Développement, a private equity provider, Protection 24, a remote surveillance company, and by Portzamparc, which supports private clients, SMEs and medium-sized companies wishing to invest in or raise financing on the stock market and Copartis, which offers fully subcontracted securities and savings services for financial institutions;
■ customer support centres such as a business assistance service Service d Assistance aux Entreprises (SAE) and a Cash Customer Service (CCS);
■ lastly, 52 production and sales support branches, back offices that handle all transaction processing.
FRB also provides its customers with a full online relationship capability, based on:
■ Hello bank!, BNP Paribas fully online bank with more than 600,000 customers;
■ a mabanque.bnpparibas website and the mobile app Mes Comptes , offering services used by more than 3.5 million unique customers per month, including 2.6 million on mobile devices (smartphones and tablets) and 1.7 million smartphone-only customers, with usage averaging 15.8 visits per month;
■ 4 customer relationship centres in Paris, Lille, Orléans and Mérignac, which handle requests received by e-mail, phone, chat or secure messaging, and 3 specialist contact centres, Net Épargne/Bourse, Net Crédit and Net Assurance.
FRB continued its transformation in 2020, whether it be digital with the launch in France of the first biometric bank card or organisational with the gradual roll-out throughout the Customer Service network, whose objective is to manage, analyse and route all customer requests to the best available skill, to ensure that they are dealt with quickly.
BNP Paribas was voted best private bank in France by Euromoney, PWM- The Banker and World Finance magazines in 2020. BNP Paribas was ranked as the leading retail bank for the 4th consecutive year in the annual 2020 D-Rating survey for its digital offer and Hello bank! ranked 2nd amongst digital banks.
In the unique context of the health crisis, FRB has mobilised all its teams to support all its customers:
■ communication via social networks, media and customer emails/SMS (more than 7 million emails sent during lockdown) to inform, reassure and make self-care second-nature;
(1) Source: Euromoney.
(2) Source: WorldFinance.
(3) Source: Greenwich Share Leaders.
(4) Source: Leasing Life Awards 2020.
(5) We Are Innovation.
