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Main Conference Day Two

7:00 AM - 7:45 AM Coffee & refreshments





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Jon Theuerkauf

Managing Director and Head of Performance Excellence
BNY Mellon

7:50 AM - 8:30 AM High-impact deployment of robotics across financial control, risk and reporting

Vartul Mittal, Independent Global Productivity Director, Business Process Re-Engineering & Robotics Process Automation
Join Vartul as he divulges the successful deployment of robotics across the financial control, risk and reporting area at in major financial institutionsVartul will discuss how the banking technology centres train talent and manage the robots internally to reduce monotonous manual tasks.
  • Harnessing the power of RPA to maximise impact and dramatically transform operations
  • OPEX role in robotics governance and control
  • Training and developing the workforce to assist in the deployment and management of robotics
  • Linking internal systems and RPA processes end-to-end to improve the quality of financial data

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Vartul Mittal

Independent Global Productivity Director
Business Process Re-Engineering & Robotics Process Automation

8:30 AM - 9:00 AM Conversations between intelligent machines: how the Artificial Intelligence-powered triumvirate of chatbots, RPA, and cognitive automation digitizes front-to-back-office operations

Adam Devine, Vice President Marketing, WorkFusion
The most boring applications of AI can be the most impactful. This is true for enterprise operations, where operations teams must increase the quality and speed of customer service while reducing cost. Machine learning can automate customer conversations, the operation of core systems and the processing of unstructured data to let businesses born analog run like businesses born digital.
  • Use cases of AI for end to end operations
  • Balancing the need to increase quality and speed of customer service while reducing cost
  • Harnessing technology to transform legacy hindered organizations into fast, efficient and agile businesses
  • The capabilities enterprise executives need to practically apply AI to digitize operations

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Adam Devine

Vice President Marketing
WorkFusion

9:00 AM - 9:30 AM Power Insight Session

Don’t miss this engaging session where participants have 5 minutes each to share insight, ideas and pitches on a new OPEX technology, way of working or innovative idea to the entire delegation, using the most imaginative means possible – video, audio, technology, audience participation and props.


9:30 AM - 10:00 AM Client Interview: Boosting productivity, efficiency, self-service and business intelligence through digital transformation

With their legacy systems and long-established practices, financial services firms typically are slower to engage in progressive and innovative technology, taking more of a follower strategy than a pioneering one. There is a need to rethink this. The world is doing exciting things with technology and getting impressive results. To truly sustain and maintain competitive advantage, financial institutions must wake up to the possibilities at their fingertips. This session will explore:
  • Implementing an automation roadmap based on a well-balanced technology and operational strategy
  • Using business apps and dynamic CRM to help the organisation become customer-centric
  • How project management ties into productivity as part of the digital story

10:00 AM - 10:20 AM Maximizing operational excellence through RPA in financial services - session hosted by UiPath

10:20 AM - 10:50 AM Networking refreshment break in the exhibition hall

THOUGHT-LEADERSHIP ON BUSINESS ARCHITECTURE

10:50 AM - 11:20 AM Shrink IT Grow Digital: Automate to enhance Customer experience and accelerate Operational excellence

Chinmoy Banerjee, Executive Vice President & Global Head – Business Process Services, Hexaware
Financial Services industry is one of the most complex and dynamic nature of business that is further challenged by disruption through new entrants and advent of digital technologies. Unmatched levels of agility, accuracy, cost efficiency in the back office and front office operations are defining success for these financial services firms.
Automation using RPA has taken firm hold in the back and mid office areas. We will talk about our learnings in moving away from POC’s to Industrialization. Further we will discuss what we are seeing in the areas of front office (Voice, email, Chat) automation and even eliminating calls from landing in the call centre. Also how do we use automation to not only reduce TCO but also delight the customer.
Finally we will cover how Operations excellence can thrive in the age of BOT’s and humans working together in the Digital world.

All of this brought together using Hexaware’s Digital Managed Services (DMS) model that 'Guarantee Benefits Upfront' to the client

Chinmoy Banerjee

Executive Vice President & Global Head – Business Process Services
Hexaware
Three business architects will take the stage in this keynote session to share their perspectives and insights on the value of business architecture in defining the blue-print of continuous improvement and operational excellence across the business. What is the value proposition for business architecture? Key discussion points include:
  • Clarifying the value proposition for business architecture and OPEX relations
  • How firms are integrating business architecture into their overall performance/OPEX approach
  • Leveraging business architecture to execute the blueprint of the business vision and your operational excellence strategies

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Siddhesh Mahadik

Group IT Strategy & Architecture
Credit Suisse
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Atul Bhatt

Principal Systems Architect, Enterprise Solutions Architecture
Wells Fargo

Matthew Morgan

Head of Process & Metrics Excellence
Bridgewater Associates
In this presentation the attendees will learn how advanced financial institutions resolve customer service challenges; how they accelerate customer services and significantly improve the service quality.

Actual business cases for three large financial institutions will be discussed.

Sofia Passova

President
StereoLOGIC

Scott Gorman

Former Senior Vice President of Operations
Genworth Mortgage Insurance

Stan Passov

StereoLOGIC
StereoLOGIC

12:30 PM - 1:30 PM Lunch & networking for all attendees. Join us for lunch in the exhibition hall and partake in competitions and games for a chance to win great prizes as well as the great networking opportunities for meeting new contacts.

Breakout tracks: choose the track directly applicable to your organization’s level of maturity and enjoy the chance to benchmark with like-minded peers.

Track A
Start-up program for
continuous improvement
(0-3 Years)

1:30 PM - 2:10 PM Building a culture of process excellence to drive sustainable results and embed continuous improvement into the fabric of the organization

Toni Gyatso, Process Improvement Specialist , Oregon Community Credit Union
Learn from an organization five years into their OPEX journey. Toni will detail the methodologies and tools required to deliver a step change in streamlining processes and creating a continuous improvement culture.
  • Establishing operational excellence as a progressive mindset throughout the organization
  • Empowering employees to think differently, identify problems and find solutions for streamlining process
  • The value of strong leadership to create a consistently high-performing organization
  • Taking the next step to improve process through automation

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Toni Gyatso

Process Improvement Specialist
Oregon Community Credit Union


Track B
Optimization &
performance impact
(3-5 Years)

1:30 PM - 2:10 PM Ensuring sustainability of processes and ongoing improvement and innovation to take the business forward

Jaap Brouwer, Senior Process Officer, Manager Transaction Processing, Aegon Asset Management
Responsible for setting up and rolling out process excellence for the past five years at Aegon Asset Management, Jaap is expertly placed to talk on the challenges of sustainability of an OPEX culture and mindset. Focussing on process, change performance and leadership, this session will address the steps to take to successfully maintain a progressive cycle of continuous improvement.

  • Stimulating ownership within and collaboration between teams through understanding the value stream
  • Sustaining operational control through leveraging tools
  • Accelerating continuous improvement through high frequent PDCA cycles
  • Embedding personal and team ownership and leadership as key driver for sustainable continuous improvement
  • Combining Lean and Agile principles to align running the business and changing the business

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Jaap Brouwer

Senior Process Officer, Manager Transaction Processing
Aegon Asset Management


Track C
Best practice &
next generation approaches
(5 Years+)

1:30 PM - 2:10 PM Designing a system for embedding specific behaviours to get specific results

Ewan Goddard, AVP, Continuous Improvement Sustainability, Voya
As Continuous Sustainability Improvement Leader at Voya Financial, Ewan is expertly placed to guide you through the support, coaching and management required in a business to improve value stream performance and all process initiative improvements.
Accelerating process through more structured tools
  • Embedding the right behaviours to get the right results
  • How to capture best practices and ensure consistency
  • Mechanism for rapid continuous improvement
  • How to ensure people are adhering to the change – the role of leaders in driving behaviors at the front line
  • How to get people to adopt and utilize best practices and keep an eye for new opportunities

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Ewan Goddard

AVP, Continuous Improvement Sustainability
Voya

2:10 PM - 2:15 PM Changeover

Track A
Start-up program for
continuous improvement
(0-3 Years)

2:15 PM - 2:55 PM The art and science of Key performance indicators (KPIs): choosing the RIGHT performance measurements

Karl Hiesterman, Senior Process Director, CoBank
KPIs are the best tools to measure and monitor whether a business or department is on course for success. Misleading or irrelevant reports can result in mixed messages, confusion and employees focusing on the wrong thing. Resources can be wasted and results falling short of expectations. Karl will outline what KPIs need to be and how they should demonstrate a return on investment that’s directly related to efforts.
  • So what? Why KPIs are so essential
  • It all starts with mission: focus on customer value
  • Who is your customer and what do they want? Critical to Satisfaction (CTS) in action
  • Measure what’s important, not what’s easy: why measuring KPIs can sometimes be difficult

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Karl Hiesterman

Senior Process Director
CoBank

Track B
Optimization &
performance impact
(3-5 Years)

2:15 PM - 2:55 PM From product to experience: how operational excellence has evolved to create a win/win/win solve

Mark Waight, Director Operational Excellence, Edward Jones
This session will address the next step in performance excellence undertaken at Edward Jones as they centre their focus on experience. Experience for all stakeholders involved in the re-engineering and transformation of the business.
  • The operational excellence evolution
  • Why solving for experience is so important
  • Whose experience are we solving for?
  • How to solve for experience
  • Defining the Experience Solve Toolkit?

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Mark Waight

Director Operational Excellence
Edward Jones

Track C
Best practice &
next generation approaches
(5 Years+)

2:15 PM - 2:55 PM How disruption apprehends pattern and process intentions

John Roth, Enterprise Architect, BPM, RBC City National
Strategically considered, certain commonly familiar organizational patterns may be individually preferred -- while other alternatives may be avoided. More simple options may relate to more simple mental processing, and more complex options may relate to more integrated mental processing
  • Anticipation around disruption
  • Mindset informs method
  • Conscious selectivity among alternatives
  • Advanced acceptance reflecting cognitive diversity
  • Process awareness respecting business transformation

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John Roth

Enterprise Architect, BPM
RBC City National

2:55 PM - 3:00 PM Changeover

Track A
Start-up program for
continuous improvement
(0-3 Years)

3:00 PM - 3:40 PM Embedding a continuous improvement training and development program to support the business process function

Alisha Kale, Vice President, Business Process Engineer, Servicing Strategy Process and Execution Group, Wells Fargo
3 years into the journey at Wells Fargo, Alisha has been working internally with business units to improve their processes. In this session Alisha will share the innovative work taking place on building a platform to upscale business process team members and how to support their learning and business base through training and development.
  • Upskilling the workforce in line with operational transformation
  • Creating a platform of self-advancement to upskill team members
  • Elevating performance and results through greater empowerment

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Alisha Kale

Vice President, Business Process Engineer, Servicing Strategy Process and Execution Group
Wells Fargo

Track B
Optimization &
performance impact
(3-5 Years)

3:00 PM - 3:40 PM Rebuilding and sustaining best practice process-driven culture

Cranston Darris, Director, Performance Improvement & Operational Excellence Lead, New York/New Jersey Healthcare Network, US Department of Veterans Affairs
Organizations undergo change, including mergers, changes in leadership, and gaining new strategic partners. Change happens, and the reasons driving change vary. This session will explore the cultural aspect of coping, rebuilding and sustaining a journey towards excellence and high reliability while incorporating and leveraging change.

Cultural transformation has been at the top of the agenda for Cranston in many roles, including with Fortune 500 companies. You will learn roles and strategies for managing change in your organization from start-up to mid-term and beyond. You will discuss valuable lessons learned in maintaining a constant level of mindset and behaviour despite obstacles and change. And, you will walk-away from the session with clarity on creating a harmonious culture across the organization with a focus on the customer
  • Case example of integrating two very different cultures through acquisition
  • Trying to level set each business into one mind-set
  • How to sustain culture from start-up, through mid-term and beyond
  • Remaining cognizant of culture through the process and change journey

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Cranston Darris

Director, Performance Improvement & Operational Excellence Lead, New York/New Jersey Healthcare Network
US Department of Veterans Affairs

Track C
Best practice &
next generation approaches
(5 Years+)

3:00 PM - 3:40 PM Implementing the right process ownership model for your organization

Dietrich Fisher, Director Business, Transformation and Process Strategy, BBVA Compass , Director Business, Transformation and Process Strategy, BBVA Compass
It can be a common occurrence for organizations to jump straight into using technology before thinking through the detail of the process strategy and the customer experience – how tech is used in the real world. Process ownership can improve decisions on prioritization, process design and change implementation to speed realization of intended objectives – saving time and money and stress hormones
  • Assessing your organization to find a model that will work
  • Defining accountability for end-to-end processes
  • Aligning support structures required for success
  • Understanding the cultural shift inherent in making the change
  • Avoiding common pitfalls that derail process ownership success


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Dietrich Fisher, Director Business, Transformation and Process Strategy, BBVA Compass

Director Business, Transformation and Process Strategy
BBVA Compass

3:40 PM - NaN:NaN AM Networking refreshment break in the exhibition hall



Interactive Discussion Groups
OPEX Strategy, Technology & Transformation: Practitioner Only

4:00 PM - NaN:NaN AM IDG P: How can OPEX address company growth while maintaining profitability?

Karl Hiesterman, Senior Process Director, CoBank
  • Determining the opportunities for value creation in a difficult market
  • How process excellence can evolve to keep adding value to the business

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Karl Hiesterman

Senior Process Director
CoBank

4:00 PM - NaN:NaN AM IDG Q: Deploying Lean to best advantage

Ewan Goddard, AVP, Continuous Improvement Sustainability, Voya
  • Rolling out a program to build the right skillset, increase knowledge and align best practice thinking
  • Which tools are helping to accelerate a lean program and increase speed to market and value


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Ewan Goddard

AVP, Continuous Improvement Sustainability
Voya

4:00 PM - NaN:NaN AM IDG R: Best practice approaches in marrying business strategy and operations

David Hadd, Senior Vice President Director Corporate Continuous Improvement, Webster Bank
  • Linking strategy to operations and understanding how strategic decisions drive operational excellence
  • Leading strategy and change across the business

David Hadd

Senior Vice President Director Corporate Continuous Improvement
Webster Bank

4:00 PM - NaN:NaN AM IDG S: Embedding effective and sustainable change management

  • Engaging employees in creating and communicating an effective change strategy

4:00 PM - NaN:NaN AM IDG T: How are high performing OPEX teams set up for success?

Angela DeJohn, Operational Excellence- Deployment Leader, Edward Jones
  • Considering organizational structure as it supports or inhibits change
  • Building out key capabilities to gain traction and drive long-term value

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Angela DeJohn

Operational Excellence- Deployment Leader
Edward Jones

4:00 PM - NaN:NaN AM IDG U: OPEX’s role in omni-channel engagement of today’s customer

  • Understanding today’s customer and how they want to engage with financial services
  • Overcoming the challenge of omni-channel delivery, strategy and integration

4:00 PM - NaN:NaN AM IDG V: The role of innovation in creating value and competitive advantage

  • Understanding the importance of strategic innovation and how it creates value
  • Ways for OPEX leaders to drive innovation and business growth

4:00 PM - NaN:NaN AM IDG W: Optimizing process efficiencies in small-mid sized firms

  • Tackling the issues specific to SMEs
  • Where to invest for greater response and results

4:40 PM - 4:45 PM Changeover

At the end of day two, this unstructured, informal session gives rise to the opportunity to have your unanswered questions over the course of the two days, deliberated and debated by our leading panel of experts – presenting a unique opportunity to uncover some of those undisclosed pressing issues as well as deliberate the next big step-changes in your profession.
  • The future of OPEX – where are we going and what will we look like in 2020?
  • As the pace of change in business accelerates, how will operating models change?
  • Are we facing a future of robots?

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Vartul Mittal

Independent Global Productivity Director
Business Process Re-Engineering & Robotics Process Automation
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Jon Theuerkauf

Managing Director and Head of Performance Excellence
BNY Mellon

5:15 PM - 5:45 PM Chairman’s end of day summary & close of Operational Excellence in Financial Services 2017

Jon Theuerkauf, Managing Director and Head of Performance Excellence, BNY Mellon

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Jon Theuerkauf

Managing Director and Head of Performance Excellence
BNY Mellon