March 18 - 20, 2019 | The Roosevelt, A Waldorf Astoria Hotel, New Orleans, LA

Conference Day 2

8:20 am - 8:30 am Chair’s welcome address

8:30 am - 8:50 am How to quickly capitalize on innovation through a disruptive business approach

Julie Zimmer - Chief Operating Officer, Embroker
As the Chief Operating Officer, Julie Zimmer is not only responsible for the operations of Embroker, but also for developing the distribution strategy and infrastructure of the business. By creating disruptive strategies, Julie has sought to drive value to their customers by improving how small and mid-size business access the insurance marketplace. Taking the lead in reevaluating delivery systems, Julie will define how to:
• Build your product with customer experience and engagement top-of-mind
• Develop process foundation for enabling digital innovation and adoption for distribution
• A no-stack technology approach increasing speed-to-market and value to customers
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Julie Zimmer

Chief Operating Officer
Embroker

8:50 am - 9:10 am Session reserved and presented by a customer guest. Details to follow.

9:10 am - 9:55 am IDG K: Building a digital backbone for your transformation

• Understand disruptive technologies and their capabilities within your existing processes
• Explore the challenges, risks and opportunity
• Approach new ways for process improvement through building a sound technological
infrastructure

9:10 am - 9:55 am IDG L: A Journey in the RPA cycle: How to Overcome Challenges to Begin a Successful Program

Kent Molter - Vice President, Business Process Management, TD Bank

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Kent Molter

Vice President, Business Process Management
TD Bank

9:10 am - 9:55 am IDG M: How to develop tools around your digital transformation strategy

Tina Dinger - Vice President Process Improvement & Program Management, Northwest Bank
• Identify processes that have the most value add • Understand the need for piece meal in driving digitalization
• Establish a structure to your transformation strategy, as opposed to gut-based decision
making
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Tina Dinger

Vice President Process Improvement & Program Management
Northwest Bank

9:10 am - 9:55 am IDG N: The intersection of lean and robotics to minimize automated waste

Michael Edmonds - Robotics Process Automation Manager, Farmers Insurance
• Simplify steps for process delivery to speed up service delivery
• Embed a technological infrastructure to support a digital environment
• Identify which Lean tools have the potential for the greatest impact on RPA
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Michael Edmonds

Robotics Process Automation Manager
Farmers Insurance

9:10 am - 9:55 am IDG O: Overcome challenges in nurturing a Lean mindset and problem solving culture

Janet Knecht - Head of Operations and Product, Investment Strategy Group, Vanguard
Jennifer Kessler - Senior Program Manager, Vanguard
• Experimentation = failure = learning = success. Explore the question…Are leaders willing to be wrong?
• Exercise: Understand the infrastructure needed to sustain the culture of problem solving, and explore first response activity.
• Discover the critical functions of a Lean leader, being prepared to set the employees up for success, and willing to fail in order to succeed.
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Janet Knecht

Head of Operations and Product, Investment Strategy Group
Vanguard

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Jennifer Kessler

Senior Program Manager
Vanguard

9:10 am - 9:55 am IDG P: Digital talent – understand its importance for your operational future

Doney Largey - Chief Operating Officer, Finance, AIG
• Discuss the changing skillsets, capabilities and future requirements of a back office professional
• Explore the digital transformation workforce trends – merging virtual and physical workforce for maximum efficiency
• Discover what is required to take talent to the next level
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Doney Largey

Chief Operating Officer, Finance
AIG

9:10 am - 9:55 am IDG Q: Underwriting: change management and its importance for workflow efficiency

Julie Zimmer - Chief Operating Officer, Embroker
• Drive buy-in with underwriters for process improvement initiatives
• Lessons learned in the challenges of underwriting process optimization and how to overcome them
• Enable data driven strategies through cultural transformation
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Julie Zimmer

Chief Operating Officer
Embroker

9:10 am - 9:55 am IDG R: Starting from scratch: business process improvement through Root Cause Analysis

Ryan Davis - Director of Process Improvement, Arvest Bank
• Identify gaps within your processes to drive business goals
• Utilize RCA to initiate strategic reevaluation of your processes
• Achieve impacted results through process redesign
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Ryan Davis

Director of Process Improvement
Arvest Bank

9:10 am - 9:55 am IDG S: Design thinking to solve legacy systems and processes

Pardeep Dhanda - Head of Agile Learning – Agile Services, Deutsche Bank
• Understand the process and articulate the value of design thinking
• Utilize analytics to redesign your transformational approach
• Practice essential design thinking techniques
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Pardeep Dhanda

Head of Agile Learning – Agile Services
Deutsche Bank

9:10 am - 9:55 am IDG T: Transform your business processes for OPEX through clear ownership

Manas Tripathy - Business Transformation Director, City Bank
• Reduce siloed operating models and fragmentation of work through employee engagement
• Drive end-to-end process responsibility through cross-functional teams
• Achieve quality improvements and increase efficiency by establishing continuous improvement culture
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Manas Tripathy

Business Transformation Director
City Bank

9:55 am - 10:25 am Grab a top up on your coffee

10:25 am - 10:45 am Building a digital business transformation strategy - leverage your legacy investments and enhance colleague and client experience

Michael Cordas - Senior Vice President, Enterprise Business Transformation, Process and Workflow, City National Bank
At City National Bank, over the past 6 years, Michael Cordas has been an integral sponsor of numerous innovative approaches that integrate people, process, policy and platform that leverage Enterprise legacy investments. By focusing on systems of engagement that integrate and connect to legacy systems while driving the digital transformation strategies, he has developed new business capabilities, while mitigating risk to the organization. Join Michael in discovering how to:
• Identify key digital touchpoints through customer and colleague journey mapping
• Deliver sustainable modern day customer-centric strategies without re-building key core applications
• Implement agile frameworks for continuous delivery, business readiness and broad adoption

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Michael Cordas

Senior Vice President, Enterprise Business Transformation, Process and Workflow
City National Bank

10:45 am - 11:05 am Practical takeaways for driving your change management initiatives

• Identify and engage key stakeholders to institute ownership
• Build a library of tools to influence varying behaviors
• Establish realistic goals, and reward progression
• The importance of governance beyond the initiatives

11:05 am - 11:25 am Sponsor Networking Activity

Track A: Leading transformationa against the speed of change

11:25 am - 11:55 am Breaking down a monolith into micro services in a distributed environment
Rajesh Iyer - Vice President, Global Domain Architect, Barclays
Session details to follow.
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Rajesh Iyer

Vice President, Global Domain Architect
Barclays

Track A: Leading transformationa against the speed of change

12:00 pm - 12:30 pm Case study: meet the needs of your front line through back office optimization
Brian Ford - Principal Process Manager, Capital One
• Identify the voice of front line employees, and understand their
roadblocks
• Quantify and align current capabilities with operational excellence goals
• Explore a case management system to enhance workflows
• Drive standardization across collection and requirements
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Brian Ford

Principal Process Manager
Capital One

Track A: Leading transformationa against the speed of change

12:35 pm - 1:05 pm Session reserved and presented by customer guest of iGrafx. Details to follow.

Track B: Employee Development

11:25 am - 11:55 am Change the way your employees think and their way of working with continuous improvement
Michael Dove - Vice President, Center of Process Excellence, PSCU
• Activity base – identify what your employees are doing to drive CI
• Get the most out of innovation by freeing up workload
• Establish a culture beyond “suffering” through it
• Navigate through hurdles of change – direct instead of waiting for innovation to happen
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Michael Dove

Vice President, Center of Process Excellence
PSCU

Track B: Employee Development

12:00 pm - 12:30 pm Leverage your CI skills to enable design thinking and drive business transformation
Anica Addison - Lean Process Improvement Lead, Equifax
• Approach strategic transformations through design thinking
• Establish exercises to get your team to think differently; a view on the whole picture of your strategy
• Best practices to leverage continuous improvement skills in design thinking
• How to transform your culture to support driving innovation to meet customer needs more effectively
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Anica Addison

Lean Process Improvement Lead
Equifax

Track B: Employee Development

12:35 pm - 1:05 pm Fireside Chat: Capacity management strategies – what happens when we’ve all been replaced?
Jermaine Everett - Robotic Process Automation COE Manager, AIG
• Understand the importance of workforce planning when developing a digitalized future
• As you begin your digital transformation, create a capacity planning strategy
• Identify the threats for loss and establish a framework to capture knowledge of a moving workforce
• Develop untraditional programs to introduce opportunities for young leaders
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Jermaine Everett

Robotic Process Automation COE Manager
AIG

Track C: Risk and Compliance Management

11:25 am - 11:55 am Anticipate changing compliance requirements to improve risk management
Prasant Tangirala - Senior Vice President, Global Risk and Compliance, Bank of America
• Understand the speed of change in an ever-increasing tech savvy economy
• Create the need for flexible solutions to increase adaptability
• Sustain regulatory process improvement initiatives through centralization, standardization, and automation
• Establish a governance structure to improve effectiveness
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Prasant Tangirala

Senior Vice President, Global Risk and Compliance
Bank of America

Track C: Risk and Compliance Management

12:00 pm - 12:30 pm Implement a supportive risk framework in the spirit of advancing product initiatives
Jason Liberman - Product Risk and Governance Lead, Venmo at PayPal
• Set up and creation of risk framework based on compliance
• Establish clear roles and responsibilities to drive product development
• Implementation through to execution evaluation; identify key areas for improvement for future initiatives
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Jason Liberman

Product Risk and Governance Lead
Venmo at PayPal

• Recognize how digitization can lead to legal and operational risks
• Understand how we mitigated these risks using basic lean tools
• Discover our strategy to sustain the benefits
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Arpita Patel

Assistant Vice President, Business Analyst, Operational Excellence
East West Bank

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Raju Deshpande

Senior Vice President, Director of Operational Excellence & Change Execution
East West Bank

1:05 pm - 2:35 pm Lunch & networking for all attendees

Join us for lunch in the exhibition hall and partake in competitions, games and fun – a chance to win great prizes!

2:35 pm - 3:20 pm Interactive Discussion Groups - 2nd choice of your IDG selection starts now

3:10 pm - 3:40 pm PANEL: The future state of people, process and technology in the financial industry

Michelle Akindunni - Director of Operations, Ally
Ewan Goddard - AVP, Continuous Improvement Sustainability, Voya Financial
In this plenary panel discussion, our industry thought leaders gather to finalize the OPEX FS agenda and provide us with some food for thought on the changing landscape of how we do business, and what that might mean for future operations.
• Future of people: change the way you change
• Future of business processes: Develop end-to-end process-led and agile organizations
• Future of technology: reality vs. fairy-tale
• Is there an end game?
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Michelle Akindunni

Director of Operations
Ally

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Ewan Goddard

AVP, Continuous Improvement Sustainability
Voya Financial

3:40 pm - 3:50 pm Chair's closing speech