Subscribe to RSS feed
Operational Efficiency in Financial Services
3rd Annual Conference: Bringing together the key decision makers driving operational transformation in financial services
24th June 2010, Radisson Blu Portman Hotel, London
This Event finished on 24 June 2010 - click here to register your interest in the next year's event.
Conference documentation View the next event Register for alerts
Conference Agenda
Print ProgrammeThursday 24 June 2010, Radisson Blu Portman Hotel, London
Day One
09:00
09:05
Chairman’s opening remarks
Keith Harvey
Director of Financial Services and Telecommunications Sectors, Siemens IT Solutions and ServicesSESSION ONE: DEFINING YOUR OPERATIONS STRATEGY: EXAMINING THE KEY DRIVERS
09:10
PANEL DISCUSSION details
- Is cost control the number one priority and how much scope is there for further cost reduction?
- How are changing customer expectations influencing operations strategy?
- What impact are higher capital requirements and tighter regulation having on operations?
- Is operational risk increasing and how can it be tackled?
- How can operations plan for future growth and when will there be a return to innovation?
Gordon Watson
Operations Director, Royal London Group
Mark Selby
Director - Retail Integration, Santander
Jonathan Heywood
Security and Identity Management Services Practice Lead, Siemens IT Solutions and ServicesSESSION TWO: IMPLEMENTING SUCCESSFUL OPERATIONAL CHANGE
09:40
Adopting the right approach to change management details
- Identifying optimal timeframes when structuring projects: short- vs. long-term
- Dealing with the unexpected: putting effective contingency plans in place
- Ensuring staff and management are engaged with the change programme
- Getting the metrics right: how do you measure the success of change?
Gordon Watson
Operations Director, Royal London Group10:00
Integrating European operations: understanding the benefits and costs details
- What are the key drivers behind integrating operations?
- What is the predicted time frame for your transformation plan?
- What are the costs vs. the benefits involved in centralising operations?
- How has the integration project been prioritised?
- What is the best way to prevent errors and delays occurring during the change process?
- How is staff motivation being maintained?
- When will the benefits be realised?
Mark Selby
Director - Retail Integration, Santander10:20
Beyond efficiency savings: where next? Examining operations of the future details
- What approaches should operations departments take beyond incremental cost cutting?
- Identifying the features of a successful operations strategy
Peter Hewlett
Associate Director, Navigant Consulting10:40
Questions
10:50
Refreshments
SESSION THREE: DESIGNING LEAN PROCESSES FOR EFFICIENT OPERATIONS
11:20
CASE STUDY: LV= - Improving operational capability and delivering cost saving through a lean methodology details
This session will outline how Liverpool Victoria has applied lean principles to increase operational capability and successfully drive out cost. Delegates will receive an in-depth insight into this project, right through from training and development programmes to the removal of waste and integration of manual processes.
Rob King
Head of Process Improvement, LV=11:40
Identifying winning behaviors: 10 ways to win in the rebound economy details
- Examining trends in banking and financial services in 2010: what opportunities have arisen?
- How can FS companies differentiate themselves and improve effectiveness in the changed business landscape?
- Boosting efficiency and managing cost base in the changing environment
Tony Virdi
VP & Head of Banking & Financial Services UK, Cognizant Technology Solutions12:00
Questions
SESSION FOUR: SHARING IDEAS ACROSS THE FINANCIAL SERVICES INDUSTRY
12:05
PEER-TO-PEER DISCUSSION details
Delegates will now form discussion groups at their tables. The questions for discussion are indicated below. There will be thirty minutes allotted for group discussion, and fifteen minutes to feedback conclusions to the chairman.
- What innovation and change is needed to emerge from the recession in a strong position?
- How can financial services providers improve customer service and retention most cost effectively?
SESSION FIVE: RESOLVING THE CUSTOMER SERVICE/COST REDUCTION CONFLICT
12:45
Strengthening customer relationships in a cost-constrained environment details
- What are the implications of cost cutting drives on customer relationships?
- Balancing seemingly conflicting demands to reduce costs and improve service
- Developing a clear communications strategy: what does ‘effective communications’ mean?
- Examining practical case studies around communication process transformation
Andy Jones
European Director and General Manager, Xerox Global Services13:05
Questions
13:10
Introduction to the IEA by Philip Booth, Editorial and Programme Director, Institute of Economic Affairs
13:15
Lunch
SESSION SIX: STREAMS
STREAM A: MAXIMISING THE COMPETITIVE BENEFITS OF SOURCING
14:30
Chairman’s opening remarks
Anthony Bream
Head of Financial Services, Nimbus14:35
Implementing a successful sourcing strategy: making the right decisions
- Ensuring sourcing decisions are in line with your business strategy and objectives
- In house vs. outsourced: how is the dividing line changing and why?
- Single outsourcing partner or multiple vendors: which approach is most effective?
- Calculating the success of outsourcing decisions: how can value for money be measured?
John Knowles
Director, IT and Offshore Operations, Allianz14:55
New outsourcing models: delivering a change in approach
- What does success look like and how do you set up to achieve it?
- Adapting to the changing business environment: meeting strategic objectives
- Putting the right metrics in place: what do you need to measure and why?
- Achieving the benefits of early warning: avoiding contract penalty clauses
Sean Rowlands
Managed Services Director, Capita Assurance and Testing15:15
Building a successful outsourcing partnership
- Identifying and removing the barriers to a successful partnership
- How can further cost saving be achieved while maintaining a mutually beneficial relationship?
- Service level agreements: putting the right metrics in place?
- How can outsourcing partners be better motivated to meet objectives?
Steve Briggs
Head of Strategic Partnerships, Co-operative Financial Services15:35
PANEL DISCUSSION AND QUESTIONS
- Will the appetite for outsourcing continue to grow in the challenging economic climate?
- Do sourcing decisions take sufficient account of non cost related benefits?
- How has the economic downturn changed the relationship between outsourcing vendors and financial services organisations?
- How is increased concern over data protection affecting outsourced functions?
- Offshore vs. onshore – how is the business case changing?
- Will we witness significant growth in KPO?
- How important is the customers’ perspective when making offshoring decisions?
John Knowles
Director, IT and Offshore Operations, AllianzSean Rowlands
Managed Services Director, Capita Assurance and TestingSteve Briggs
Head of Strategic Partnerships, Co-operative Financial ServicesSTREAM B: IMPROVING THE EFFICIENCY OF TECHNOLOGY INFRASTRUCTURE
14:30
Chairman’s opening remarks
Keith Harvey
Director of Financial Services and Telecommunications Sectors, Siemens IT Solutions and Services14:35
Developing a high performance IT strategy
- How can existing IT infrastructure be utilised more effectively?
- Network optimisation: what needs to be done to standardise and simplify IT systems?
- What degree of IT investment is required to compete successfully and how should this be prioritised?
- Keeping pace with innovation – how can this be achieved cost effectively?
Bruce Jennings
Head of Information Technology, Strategy & Planning, National Australia Bank Group14:55
Using IT to support security, compliance and governance
- Defining requirements: what are the risks of doing nothing?
- Collecting and maintaining the right data: what systems do you need?
- Detecting risk: identifying exceptions, trends and variations
- Informing the relevant stakeholders: taking remedial action to reduce risk
- Preventing future problems: reducing cost of compliance and strengthening oversight
Jonathan Heywood
Security and Identity Management Services Practice Lead, Siemens IT Solutions and Services15:15
Fast Track Architecture: a more efficient approach to project delivery?
- What is the Fast Track Architecture concept?
- What are the benefits of this approach?
- What do I need to consider when implementing Fast Track Architecture projects?
Matthew Wood
Chief Architect, Risk & Fraud, Lloyds Banking Group15:35
PANEL DISCUSSION AND QUESTIONS
- What are CIOs key objectives for the future? - How is their role evolving?
- How can the board’s understanding of IT best be improved?
- Assessing the changing vendor-customer relationship: is greater collaboration likely?
- How can increasing risk and the rising cost of data protection be addressed?
- How are applications developing and are organisations keeping up to date with new user-friendly applications?
- Is virtualisation and cloud computing the way of the future? – how great will the take up be?
Bruce Jennings
Head of Information Technology, Strategy & Planning, National Australia Bank GroupJonathan Heywood
Security and Identity Management Services Practice Lead, Siemens IT Solutions and ServicesMatthew Wood
Chief Architect, Risk & Fraud, Lloyds Banking GroupSTREAM C: OPTIMISING STAFF PRODUCTIVITY AND ENGAGEMENT
14:30
Chairman’s opening remarks
Matthew Palmer
Head of Strategy and Innovation, Insurance Practice, Tata Consultancy Services14:35
Engaging employees in the efficiency drive
- Communicating the rationale behind and benefits of the efficiency improvement programme
- Overcoming resistance and motivating staff from adoption to completion of long-term projects
- Developing the right KPIs to achieve desired outcomes
- Training staff in the principles and methodology driving operational change
Tony Brown
Managing Director, People and Change, Friends Provident14:55
Developing a world-class operational management capability
- Getting the right behaviours to drive change and deliver results
- Adopting the right management practices for continuous improvement
- Giving managers the skills they need to manage
- A structured approach to managing for optimum efficiency gains
Tim Becker
Head of Client Solutions, eg Solutions15:15
Productivity vs. engagement: a Lloyds Banking Group case study
Ian Williams
Head of Organisational Capability, Lloyds Banking Group15:35
PANEL DISCUSSION AND QUESTIONS
- What aspects of operational change do staff find most difficult?
- What is the right approach to training staff on new systems and processes?
- How can operations and HR departments work together to design more effective processes?
- How can the right balance be struck between implementing new processes and retaining staff flexibility?
- Measuring the benefits of increased training: how do you calculate the return on investment?
- What are the most effective leadership models at all levels of business?
Tony Brown
Managing Director, People and Change, Friends ProvidentTim Becker
Head of Client Solutions, eg SolutionsIan Williams
Head of Organisational Capability, Lloyds Banking Group
Gareth Davies
HRO Practice Director, Tata Consultancy Services16:15
Chairman’s closing remarks followed by a drinks reception
- Registration Terms
- Privacy Policy
- Sitemap
- Contact Us
- © 2010 Marketforce
Site designed by New Brand Vision Group
