Financial Services Operations - Programme - 28th April

09:15 -

Welcome address by Juliet Knight, Director, Marketforce

09:20 -

Chairman’s opening remarks
Clara Challoner Walker
Associate Consulting Partner - Financial Services, Global Business Services, IBM

SESSION ONE: DEFINING THE OPERATIONS STRATEGY IN A CHANGING ENVIRONMENT

09:25 -
Panel discussion
Havana Abid
Director of Operations, Bradford & Bingley
David Weymouth
Group Director of IT & Operations, Royal & SunAlliance
Bob Marsh
Head of IT Strategies and Architecture, Friends Provident
10:15 -
Interactive session

In this session delegates will be able to interact with the speakers and participate in an industry survey, presenting their views on the critical success factors for tomorrow's market. The results of this survey will be analysed and discussed in depth on day 2 of the conference.
Keith Tutton
Business Solutions – Banking, Global Business Services, IBM

10:50 -

Refreshments

SESSION TWO: CUSTOMER CENTRICITY FOR OPERATIONAL EXCELLENCE

11:20 -
The importance of operations in understanding the customer
Andrew Stewart
Managing Director, Navigant Consulting
11:45 -
Using customer insights to create value for customers
Andrew Morrish
Director of Operations – Claims, Norwich Union
12:10 -
Using operations to promote customer retention
Christian Torkington
Managing Director of Operations, Scottish Widows
12:35 -
Questions

12:50 -

Lunch

SESSION THREE: NEW ADVANCES IN FRAUD PREVENTION
Delegates may now choose either Stream A or Stream B

14:05 -
Evaluating the effects of the anti money laundering legislation
Ben Hur
UK Compliance Officer - UK Money Laundering Reporting Officer, NIBC Bank NV
14:30 -
The automated approach to customer screening
Steve Tuck
Chief Strategy Officer, Datanomic and UK Secretary, International Association of Information & Data Quality, www.iaidq.org
14:55 -
Questions
15:05 -
Refreshments
15:35 -
Understanding the potential of the mobile
Jem Eskenazi
Chief Information Officer, Groupama Insurances

SESSION FOUR: EVALUATING SUCCESSFUL SOURCING STRATEGIES

16:05 -
Developing the right sourcing strategy
Nigel Roxburgh
Research Director, NOA
16:30 -
Ensuring excellent customer service with sourcing strategies
Brian Gannon
Former Chief Information Officer, Allied Irish Bank
16:55 -
Issues for discussion: moving to second generation outsourcing

17:10 -

Chairman’s closing remarks and close of conference

00:00 -
Examining the impact of contactless payments

Omar was unable to attend on the day, but we are pleased to include his presentation materials here.
Omar Rifaat
New Channels Manager, Innovation and Acceptance, Visa Europe