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  • business-services

    Business Services

    Business Services supports the customer-facing businesses and provides operational technology, customer support in telephony, account management, lending and money transmission, global purchasing, property and other services. Business Services drives efficiencies and supports income growth across multiple brands and channels by using a single, scalable platform and common processes wherever possible.

    It also leverages the Groups purchasing power and is the Group’s centre of excellence for managing large-scale and complex change.

    Business Services is the shared services Division of the RBS group. We provide a range of high quality support services to the customer-facing businesses of the Group.

    • Technology Services designs, builds, implements and supports global technology solutions for our Divisions and Group functions.
    • Group Operations shapes and executes service delivery and transaction processing for our customers, in the most efficient, secure and effective way possible.
    • Property Services provides portfolio management and workplace design solutions as well as day-to-day facilities management services across our global footprint.
    • Group Sourcing & Vendor Management selects, manages and develops the best and most suitable supplier relationships, making sure that the current and future purchasing needs of the Group are delivered across all locations and brands.
    • Security & Risk provides support and advice to protect our customers, our information and our people against key security and fraud threats.

    Business Services creates value through economies of scale, the application of shared platforms, specialised knowledge and working in partnership with each of the customer-facing divisions. Our close working relationships across the Group ensure an alignment of the core business priorities with a better understanding of the allocation of costs, service pricing and business driven investment prioritisation. Our focus is to deliver high quality service for the customer and continually to make the things we’re good at, even better.

    Business Services also plays a key role in restructuring and lowering the Groups cost base and manages a sizeable investment programme.

  • uk-corporate-commercial

    Corporate Banking

    UK Corporate is a leading provider of banking, finance, and risk management services to the corporate and SME sector in the United Kingdom. It offers a full range of banking products and related financial services through a nationwide network of relationship managers, and also through telephone and internet channels. The product range includes asset finance through the Lombard brand.

    One of the ways we respond to customers’ needs is by finding better methods of serving them. In 2008, we piloted a branch dedicated to business customers, in Colchester. It worked well, so we rolled out a further four business branches in 2009. Each branch has two business experts positioned at the front of the banking hall, supported by teams who have been specially trained to meet our business customers’ needs.

    Our customers like what we’ve done. Their comments show that 91% were very satisfied with what the business branch offers and 86% were prepared to recommend the service. Our research showed that in December 2009, Relationship Directors in Branch Business Banking who have a dedicated business branch earned considerably higher customer satisfaction scores than their peers who don’t have that service. Four of the five branches received 100% scores in mystery shopping exercises.

    During a recession some customers need extra help. We have a Specialised Relationship Management team made up of 500 experienced bankers, many of whom have worked through previous downturns. They monitor how customers are doing and can spot when a customer seems to be facing particularly difficult trading conditions. That allows us to give these customers close, one-to-one help until their business is returned to health.

    Although this highlights only a few of the initiatives, these actions show that we take serving our customers seriously. Without being complacent, it’s working. Business & Commercial Banking and Corporate & Institutional Banking both maintained their market-leading customer satisfaction scores. This tells us that our people were out there doing the right things for customers, despite the challenges we faced.

    We are investing in our people and technology, and our impairments programme is allowing us to manage the impact of bad debts and asset write-downs.


  • citizen-financial-group

    US Retail and Commercial

    US Retail & Commercial provides financial services primarily through the Citizens and Charter One brands. US Retail & Commercial is engaged in retail and corporate banking activities through its branch network in 12 states in the United States and through non-branch offices in other states. It ranks among the top five banks in New England.

    Our aim is to earn our customers’ loyalty and serve as their primary banking partner, providing local, helpful service and global resources. We will be a top-tier leader in our markets, consistently perform for our shareholders and invest in our colleagues and the community. If we achieve this, we’ll become a leading super-regional bank.

    During 2009, we achieved Top 20 status in retail mortgage lending and Top Five in auto finance among bank lenders to prime customers. We also launched the TruFit Student Loan on 1 July. We designed this new private student loan product to fill the gap after students exhaust their federal student loan eligibility.

    We took a number of steps to reward our customers’ loyalty and to give them incentives to spend more with us, while they reach their own savings goals. HomeBuyer Savings, College Saver and GoalTrack Savings help customers to save for major events in their lives and their families lives and to set their savings plans, and we give them bonuses when they reach their goals.

    We try our best to serve our customers and it is rewarding when other people recognise our efforts. Informa Research Services, an independent research firm, named our Green$ense and Everyday Points rewards programmes best in class in its 2009 Retail Relationship and Reward Programs Account Acquisition and Summary.

    We regularly use the expertise and global reach of the RBS group to support our customers. Other RBS group entities, including RBS Securities, collaborated with Citizens Bank, Charter One and RBS Citizens in a number of high-profile bond issues and loan syndications during the year.

    It is important to us and to our employees that we at Citizens are good citizens in our communities. In 2009, we launched Energy$ense. It is a multi-faceted initiative to help local non-profit organisations and Citizens Bank and Charter One customers address heat, utility and other energy costs. As part of the programme, Citizens provided more than $500,000 in energy assistance grants to homeless shelters and non-profit organisations that offer home weatherproofing and utility payment assistance to consumers. We also provide below market-rate loans to eligible consumers who want to make their homes more energy efficient, with a limited-time option to defer their first payment for 90 days. We also provide consumers with information about how they can stay warm and safe during the winter. Helpful tips include choosing electric heaters and extension cords that are UL rated, insulating pipes and water heaters, and installing carbon monoxide detectors and smoke alarms.

  • uk-retail

    UK Retail

    UK Retail offers a comprehensive range of banking products and related financial services to the personal market. It serves customers through the RBS and NatWest networks of branches and ATMs, and also through telephone and internet channels.

    Our NatWest and RBS brands serve more than 15 million retail customers, making us the number two player in the UK banking market.

    We offer a full range of products, including current accounts, mortgages, credit/charge cards and deposit accounts. We also help our customers with their financial planning.

    We recognise that there’s strong competition on the high street and we need to help restore the reputation of the RBS group.

    Our vision

    We are committed to becoming the UK’s most Helpful and Sustainable bank. We’ll do this through a strategic programme to:

    • Re-engage our customers
    • Restore the pride of our people
    • Radically simplify the business
    • Grow quality revenue.

    Over the past year we’ve made some concrete changes to the ways we help our customers and it’s encouraging that both RBS and NatWest retain a strong position for service in our customers’ eyes - but we want to do more.

    Helpful banking is about putting the customer at the fore-front of all that we do. We need to be pro-active about meeting the customer’s needs. We need to simplify things for our customer to deliver the most efficient service. We need to genuinely care about the customer and the work that we do and we need to be professional at all times to deliver the highest quality of service.

    Our Customer Charter is based on the things that customers have told us are important to them. Through this we’ve publicly committed to giving our customers the help they need from their bank.

    We’re committed to making these things real. We don’t expect to achieve all of them immediately, and we know that we have work to do, but we’ll be open about our progress. However, we’re confident that with the changes we’re making we’ll build a successful business that will play a huge part in returning the Group to standalone strength.

  • ulster-bank

    Ulster Bank Group

    Ulster Bank is the RBS brand in Northern Ireland and the Republic of Ireland. It serves personal, Bancassurance, corporate and institutional customers through branches and business centres.

    Responding to changes in the economy in Northern Ireland and the Republic of Ireland, we announced a programme that enabled it to continue to serve its customers and to strengthen its business.

    We asked our customers what they wanted from a bank and they said wanted us to be more helpful. Our customers also asked us to make banking easy, act fairly and be local. We listened and reviewed our business to see what we could do to make this happen.

    We're making a series of 15 commitments grouped under the 3 main headings to show you how we will become a more helpful bank.

  • wealth


    Wealth provides private banking and investment services in the UK through Coutts & Co and Adam & Company, offshore banking through RBS International, NatWest offshore and Isle of Man Bank, and international private banking through RBS Coutts.

    We support our clients from locations across the UK, Europe, Asia Pacific and the Middle East. Our clients are fascinating and successful high and ultra-high net worth individuals from all walks of life.

    Our people perform a diverse range of roles including private banking, commercial banking, investment management, strategy, change management, marketing, finance, risk, operations and HR.

    Most importantly, in each of our businesses, clients come first and we are passionate about excellent client service as well as understanding our clients.

    To continue to drive the success of our business, we need committed and talented individuals. Discover more about our brands and see if there is an opportunity for you to be part of our team.

  • non-core-businesses

    Non-Core Businesses

    This Division manages the sale or run down of Non-Core assets and businesses. The Division contains a range of businesses and asset portfolios primarily from GBM, linked to proprietary trading, higher risk profile asset portfolios including excess risk concentrations, and other illiquid portfolios. It also includes a number of portfolios and businesses, including regional markets businesses that the Group has concluded are no longer strategic.

    Our Non-Core Division is central to the strategy that will return RBS to self-sufficiency.

    On the one hand, it is managing assets that are no longer core to our strategy and the continuing operations of RBS, and which we plan to sell or to run down. On the other, partly because Non-Core will reduce the asset side of our balance sheet, it will improve our funding position and make RBS a safer bank. Non-Core Division was created to facilitate the re-shaping of RBS on its journey to self-sufficiency and is responsible for one of the largest bank restructurings being undertaken globally and one of the largest in history.

  • Central Functions

    Central Functions comprises group and corporate functions, such as treasury, funding and finance, risk management, legal, communications and human resources.

    The Centre manages the Groups capital resources and Group-wide regulatory projects and provides services to the operating divisions.


    We have made significant progress to meet the post Walker Review requirements for an independent risk function within banks. A Board Risk Committee made up of non-executive directors is now in place. We have agreed a revised structure for risk management which will strengthen areas identified as weaknesses in recent years. These include functional reporting for the risk function, the appointment of a Deputy Chief Risk Officer, a Head of Firm Wide Risk and a Global Head of Market Risk. We have created a new post of Head of Operational Risk which recognises the additional execution risk associated with the delivery of one of the largest restructurings ever undertaken by a bank globally.


    Greater transparency and openness are as essential to the Groups journey towards self-sufficiency and regaining investor confidence. During 2009, we began to deliver highly detailed, quarterly interim management statements. Analysts and investors have welcomed our increased disclosure.

    Human Resources

    To help align our executives’ contribution to delivering our strategic plans and meet new regulatory requirements, we developed and implemented a new Executive Performance Assessment (EPA) framework. The framework is a balanced scorecard approach and focused on the five key areas of Strategic Progress, Business Delivery and Financial Performance, Customers’ Expectations, Risk, Efficiency and Control and People Management. The EPA framework is designed substantially to improve the quality of our Executives objectives and Personal Development Plans.

    Group Strategy

    Our Group Strategy team supports the Chief Executive and the Executive Committee in the development of the Group’s strategy. Its objective is to ensure that the Group has the right portfolio of businesses, active in the right markets, supported by the appropriate allocation of capital and other resources.

    Group Communications

    Group Communications are responsible for a range of external and internal communication activities. The department's main objective is to protect and enhance the reputation of the Group. Group Communications is made up of specialist teams with a diverse range of skills, focused on communications activities including handling press queries, analysing the latest economic trends and organising events.

    Recently, Group Communications has been working with partners across the RBS group to show how the business is changing - rebuilding the Group's reputation touches on everything the department delivers, from advertising campaigns to the language used in internal messaging.

    Group Legal & Secretariat

    Group Legal & Secretariat and Regulatory Risk support the customer facing businesses and the Group Board with operational and strategic advice. The legal, company secretarial and regulatory teams are structured and aligned to meet the needs of the Group and its businesses.

  • Markets and International Banking

    Markets & International Banking (M&IB) is the wholesale banking arm of The Royal Bank of Scotland Group. We are comprised of two highly connected businesses, sharing a common ethos and working closely to provide clients with world-class products, seamless execution and deep insights into markets and industries around the globe.

    Through our physical presence in all major business markets and financial hubs, we deliver market-leading services in debt financing, risk management and transaction services.

    With top-tier positions in our chosen markets, we tailor our products and advice to precise business needs. We work with financial institutions, corporates, sovereigns and public sector organisations in the following areas:

    • Debt financing, structuring and balance sheet advisory services
    • Corporate and investment risk management
    • Fixed income and currency trading (including FX prime brokerage)
    • Access to our award-winning research and strategy through the RBSM Research and Strategy portal
    • Treasury and liquidity management
    • International transaction and cash management services
    • Investor products and equity derivatives
    • Accessing liquidity through our electronic trading platform, RBSMarketplace

    Working for us gives you an exceptional opportunity to develop your full potential with an international bank. As part of our business, you will have the opportunity to shape our future. That’s why we’ll take an active interest in your development. We’ll create an individual career plan for you, encompassing your goals and the skills you want to develop. In short, we will give you the opportunity to thrive.

    Recognising our people’s achievements is essential to our ongoing success. To make this happen, we offer a range of programmes to reward those people who set new standards and deliver results. Reward in M&IB means so much more than your base pay. Our competitive salaries and Total Rewards Package rank among the best in the global market. Salary increases are based on your performance, so the greater your contribution to the business, the greater your reward. We also tailor your package to the country and division where you work, ensuring competitiveness to match every market.

    We expect a lot from you. Wherever you join us, we want you to make a difference to our business. In return, you’ll benefit from a highly supportive career environment. Our people share a common goal: to be the partner of choice for our clients. To make this happen, we combine hard work and professionalism with an open, transparent and supportive environment.

    We have values that define us and serve as guiding principles in everything we do. Our organisation is all about having the best people, encouraging them to be accountable for their actions, driving thoughtful decisions, leveraging connectivity and delivering success. By staying true to these values, we will build a sustainable future for us and our clients.

  • Global Restructuring Group

    The Global Restructuring Group (GRG), along with Non-Core and APS, plays an important part in managing major corporate clients across the globe who find themselves in financial distress. Global Restructuring Group (GRG) takes positive and active management of the Bank's problem lending portfolio. This involves working with clients facing, or potentially facing, debt challenges.

    GRG is responsible for:

    • The management of any problem lending portfolios.
    • Returning those accounts to the originating Group Business Unit / Subsidiary in a satisfactory condition
    • Maximising debt recoveries
    • Obtaining levels of reward proportionate with risks undertaken

    GRG is made up of a number of different teams including:

    • Business Restructuring Group (BRG)
    • Corporate Restructuring Unit (CRU)
    • Real Estate Restructuring (RER)
    • Strategic Investment Group (SIG)
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