1

1

Scotiabank - Scotia Applause

RPI Conference Handout

May 3, 2009

2

One Team One Goal:

Driving All-Employee Engagement in a Global Organization

3

Canada’s Most International Bank…

u Global Distribution Network:– More than 2,200 branches and 5,400

ABMs worldwide

– Operating in more than 50 countries

u Customers:

– Approx. 12.5 million worldwide

u Employees:

– Approx. 60,000 worldwide

4

RPI Standard 1 – Recognition Strategy

Recognition at Scotiabank circa 1999:

u Business lines owned recognition programs

u Inequitable program design

u Decentralized program management

u Product-focused staff objectives

5

RPI Standard 1 – Recognition Strategy

3-Dimensional Recognition

6

u C-Suite level support for annual Reward & Recognition budget

u Rick Waugh endorsed Applause Month in September 2008

RPI Standard 2 – Management Responsibility

2

7

RPI Standard 3 – Program Measurement

PEER RECOGNITION CERTIFICATES

Activity Q1-08 Q2-08 Q3-08 Q4-08Cumulative

FY2008 FY2007 FY2006

Employee 19,375 19,451 19,476 19,476 19,075 18,269

# of employees registered 18,571 18,496 18,453 18,453 17,825 17,235

% of employees registered 96% 95% 95% 95% 93% 94%

Sales 35% 35% 35% 31% 36% 35%

Service 50% 49% 50% 55% 49% 49%

Support 15% 15% 15% 14% 16% 16%

# of employees participating 12,158 14,156 15,195 15,195 14,678 14,397

% of employees participating 65% 77% 82% 82% 82% 84%

# certificates sent this fiscal - Branch 119,443 105,483 98,408 323,334 367,909 359,499

# certificates sent this fiscal - All Programs 157,210 149,408 138,943 445,561 514,336 502,189

DVP % of budget used 19% 23% 25% 67% 94% 94%

Mgr % of budget used 15% 26% 20% 61% 99% 99%

Picks Points Awarded 3,894,516 6,324,153 6,392,174 16,610,843 26,259,620 21,272,617

Other Points Awarded 5,412,217 439,843 409,979 6,262,039 9,293,104 5,077,372

Total Points Awarded to Employees 9,306,733 6,763,996 6,802,153 22,872,882 35,552,724 26,349,989

Sales 42% 45% 46% 44% 46% 45%

Service 43% 41% 42% 42% 41% 41%

Support 14% 14% 13% 14% 13% 14%

# of Redemptions 9,289 5,444 4,600 19,333 22,144 23,973

Total Points Redeemed in FY 19,279,585 9,960,371 7,914,558 37,154,514 41,709,281 50,349,400

% of Registered employees - Redeeming 31% 22% 19% 71% 88% 60%

Avg redemption value ($) $146.75 $131.22 $124.72 $137.14 $135.16 $129.36

Redemption per employee 1.63 1.37 1.32 1.47 1.42 1.82

My Branch/District is a great place to work n/a n/a n/a n/a n/a n/a

I feel my efforts are appreciated n/a n/a n/a n/a n/a n/a

I receive recognition for doing good work n/a n/a n/a n/a n/a n/a

*** OSE and WM monthly sweepstakes only

Peer

Recognition

* ** Commercial Banking: Manager budgets apply only to Scotia Leasing and Real Estate Lending

BRANCH PROGRAM PERFORMANCE

Scotia Applause ProgramFY2008-Q3 Executive Summary

ONLINE TRAINING GAMES

Redemptions

Viewpoint

Picks Points

Distribution

% Participation

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Treasure Island - Spring Lending

Treasure Island - For RSPs

a-MAZE-ing Quest - Commercial Banking Group

a-MAZE-ing Quest - The Scene

a-MAZE-ing Quest - Rsps

a-MAZE-ing Quest - Spring Lending II

a-MAZE-ing Quest - The Scene II

CE

RT

IFIC

AT

ES

VO

LU

ME

Number of Employees Earning and Redeeming Points/Awards

FY2008-Q3 (YTD)18,350

1,222 980

3,449

437 179 189 171 216627 9121,541

126 100 71 84 198

10,166

0

5,000

10,000

15,000

20,000

Branch CCC OSE *** SSG DFC CBG EBSS SMDI WM ***

Earning Redeeming

Peer Recognition Certificates Sent per Participating Employee by Program

BR

AN

CH

BR

AN

CH

BR

AN

CH

BR

AN

CH

BR

AN

CH

BR

AN

CH

CC

C CC

C

CC

C

CC

C

CC

C

CC

C

OS

E

OS

E

OS

E OS

E

OS

E

OS

E

SS

G

SS

G SS

G

SS

G

SS

G

SS

G

DF

C

DF

C

DF

C

DF

C

DF

C

DF

C

CB

G CB

G

CB

G CB

G

CB

G

CB

G

EB

SS

EB

SS

EB

SS

EB

SS

EB

SS

SM

DI SM

DI

SM

DI

SM

DI

SM

DI

WM WM W

M

WM

WM

0

5

10

15

20

25

30

35

40

45

50

55

FY2003 FY2004 FY2005 FY2006 FY2007 FY2008

Peer

Reco

gn

itio

n C

ert

ific

ate

s

Percentage of Participating Employees by Program

BR

AN

CH

BR

AN

CH

BR

AN

CH

BR

AN

CH

BR

AN

CH

BR

AN

CH

CC

C CC

C

CC

C

CC

C

CC

C

CC

C

OS

E

OS

E

OS

E

OS

E

OS

E

OS

E

SS

G

SS

G

SS

G

SS

G

SS

G

SS

G

DF

C

DF

C DF

C

DF

C

DF

C

DF

C

CB

G CB

G

CB

G CB

G

CB

G

CB

G

EB

SS

EB

SS

EB

SS

EB

SS

EB

SS

EB

SS

SM

DI

SM

DI

SM

DI

SM

DI

SM

DI

WM

WM

WM

WM

WM

0%

25%

50%

75%

100%

FY2003 FY2004 FY2005 FY2006 FY2007 FY2008

SE

ND

ING

vs.

RE

CE

IVIN

G

Percentage of Employees Sending and Receiving Peer Recognition Certificates

FY2008-Q3

81%

97%

32%

86%76%

34% 36%

57%

40%

97% 100%

55%

97% 92%

37%

74%

92%

53%

0%

20%

40%

60%

80%

100%

Branch CCC OSE *** SSG DFC CBG EBSS SMDI WM ***

% sending % receiving

EA

RN

ED

vs

. R

ED

EE

ME

D

PO

INT

S I

SS

UA

NC

E v

s.

BU

DG

ET

FY07

FY08

67%

51%

45%

23%

66%

4%

34%

61%

53%

54%

30%

39%

24%

69%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Branch CCC SSG DFC CBG *** EBSS SMDI

DVP/AGM/Director Manager

8

RPI Standard 4 – Communications Plan

u Comprehensive suite of recognition communication tools

u Integrated mix of online and offline components

u New focus on Program Champions

9

RPI Standard 4 – Communications PlanScotiaCares.com: Leveraging employee community involvement

stories to drive grass roots advertising

10

RPI Standard 5 – Training

u Suite of recognition training tools for managers & front-line staff

u Customized recognition training delivered by dedicated Motivation and Recognition team

11

RPI Standard 5 – Training

FY2009 focus on maximizing Bank’s NHL Sponsorship; training deployed through Scotia Applause program

12

RPI Standard 6 – Events & Celebrations

u Year-end recognition celebrations across all Scotiabank business lines – top team / individual performance

u Allows districts to embrace cultural diversity

3

13

RPI Standard 6 – Events & Celebrations

u Annual Best of the Best Trip to Mayan Riviera

14

RPI Standard 7 – Change & Flexibility

u Umbrella program with flexibility to allow business lines to adapt program for their unique needs

u Suite of Qualitative Feedback Tools:– Team Voice – suggestions for process improvement

– Ideas in Action – encourages innovation/ idea generation

u Other tools for evaluating and strategically improving employee recognition:

– Employee Panel Surveys

– Best of the Best Trip Survey

– Call Centre Feedback

– District Management Touchbase Meetings

15

RPI Standard 7 – Change & Flexibility

u Best of the Best – Social Networking Site

16

Going Global…Scotia Applause International

17

Going Global…Scotia Applause International

u Similar business environment to Canadian division circa 1999

u Local ownership / centralized program management

u Equitable Rewards Payout Model, normalized to purchasing power

u August 12, 2008 – Premier launch to Caribbean and Latin America

18

Phase 3August 12, 2009

Bahamas

Dominican Republic

Guyana

Jamaica

Trinidad and Tobago

Toronto, Canada

Head Office

Cayman Islands

Belize

Barbados

USVI

Puerto Rico

Turks and Caicos

Phase 2March 31, 2009

•Anguila•Antigua•Dominica•Grenada•Haiti•St. Kitts•St. Lucia•St.Maarten•St. Vincent•BVI

•Costa Rica•El Salvador•Panama•Chile •Peru •Mexico

Phase IAugust 12, 2008

Going Global…Phased Rollout

Phase 4Fiscal 2010

4

19

Going Global…Scotia Applause International

Leveraged Canadian division platform to deploy an online recognition program to those countries

20

Promotional Poster

Wall of Fame Banner

Program Guides

Launch Kick-Off Instructions

Going Global…Launch Materials

21

Scotia

Applause

Fanfare

Trinidad and Tobago

Jamaica

Dominican Republic

Going Global…Scotia Applause International

22

u Canada’s Best Employers –5 years running

u Best-in-Class employee engagement and retention

u Scotia Applause an award-winning program from multi associations

u Employee generated content on why employees love their jobs

Scotiabank – Truly An Employer of Choice

23

Scotiabank – Truly An Employer of Choice

24

Questions?

5

25

Thank You / Merci / Gracias!