Tuesday, April 21 | Main Conference Day One

7:30 am - 8:00 am Registration and Welcome Refreshments

8:00 am - 8:10 am Chair's Opening Remarks

8:10 am - 8:40 am Strategically selling transformation: The secret recipe to engaging your organization on the ‘why’ behind business transformation

Monica Maria Sanchez - Chief Information Officer and Executive Vice President, United Automobile Insurance Company
Failure to truly engage the workforce on the vision for transformation is the core pitfall of failed organizational change management. The opening keynote at OPEX in Financial Services will set the stage for capturing passion in transformation. Learn how to bring your workforce along for the ride, before even putting plans into action.
  • Critically understand why failing to get buy-in on the purpose of transformation can cause companies to struggle moving forward from decade old principals  
  • Learn the fundamentals of core organizational change management and how the purpose behind execution curbs resistance 

Monica Maria Sanchez

Chief Information Officer and Executive Vice President
United Automobile Insurance Company

8:40 am - 9:10 am Integrating transformation tools to deliver breakthrough performance in business transformation

Dwight Harris - Senior Vice President, Citi Bank
It is time to think big with transformation. Learn how to drive breakthrough performance with killer business strategy at the core, and integrate tools to push your value further than ever.
-      Understand how one transformation visionary has integrated OPEX tools
-      Learn how to build an operating model combining lean, agile and RPA for maximized impact
-      Discuss the gains in efficiency and performance seen across the organization 

Dwight Harris

Senior Vice President
Citi Bank

9:10 am - 9:20 am Speed Networking

Take part in a fast-paced networking experience with your peers to ensure you meet and greet the other delegates and make valuable connections early on!

9:20 am - 9:50 am Passport for revolution: Risk-taking, creativity and challenging the status quo in OPEX strategy and approach

Angela Lopez - Vice President, Innovation Strategy Manager, JPMorgan Chase & Co.
Transformation loves rule breakers. No big change ever came from risk aversion and thinking inside the box. This plenary will teach you to take your transformation approach to the wild side…and bring it through to execution.  
-      Empower people to work in new ways and facilitate creative and collaborative business transformation efforts
-      Give the green light on learn-by-failing, volunteering ideas and to questioning historical ways of working

Angela Lopez

Vice President, Innovation Strategy Manager
JPMorgan Chase & Co.

9:50 am - 10:10 am Realizing the future with modern work management solutions

10:10 am - 10:40 am Demo Drive

This is a not to be missed engaging session where Sponsors have 5 minutes each to share insight, ideas and pitches on a new technology, way of working or innovative idea to the entire delegation, using the most imaginative means possible.

10:40 am - 11:10 am Morning Refreshments

11:10 am - 11:40 am Leveraging OPEX as the critical driver for revolutionizing customer experience

Calvin St Juste - Chief Operating Officer, Executive Director, Morgan Stanley
“The customer experience is the next competitive battleground” – Jerry Gregoire, CIO, Dell
-      The journey between striving for true operational excellence and results in value creation for customers
-      Discuss how to design and implement a transformation strategy with digital tools that optimize the customer journey

Calvin St Juste

Chief Operating Officer, Executive Director
Morgan Stanley

11:40 am - 12:00 pm Doing more with less: The strategy behind running a cost-neutral transformation program

Ekaterina Curry - Global Head of Ratings Operations, S&P Global Ratings
How can we transform while running our day-to-day business?  How can we work with the resources we already have? How can we add value in a cost-neutral way? One leader has been asking these questions… and made the answers a reality.
-          How business leaders and transformation leaders can connect, align and accelerate
-          Invest in existing staff and leadership talent to create a workforce for the future ready to deliver excellence
-          Create capacity through RPA and Lean whilst enabling daily work to continue
-          Understand the challenges of a cost-neutral transformation and how to navigate around them

Ekaterina Curry

Global Head of Ratings Operations
S&P Global Ratings

OPEX leaders are inundated with a plethora of technologies, platforms, software to drive transformation. This session will help you to navigate the digital landscape and select the right suite of tools to drive your business strategy.
-          What your organization is trying to create, and how digital tools support that change
-          Understand the skills development and cultural alignment required for OPEX leaders
-          How to select tools that are compatible your OPEX program requirements 

Chris DeBrusk

Managing Director, Head of Transformation
BNY Mellon


Steven Hall

Vice President, Process Excellence Leader
Liberty Mutual Insurance


Himanshu Kalkar

Vice President, Enterprise Analytics & Insights, AI Strategy
Fidelity Investments

12:30 pm - 1:00 pm Lunch



1:50 pm - 2:20 pm IDG A: Align people with technology: Developing digital skillsets for the future of OPEX
-          Bring people up to speed with accessing, using and optimizing digital tools for process improvement
-          Achieve authentic end-to-end buy-in for focusing skills development in enabling technology  


1:50 pm - 2:20 pm IDG B: Shaping an engaged and motivated workforce to drive performance improvement, change and innovation
Jason Chase - Head of Lean Management, T. Rowe Price
  • Drive productivity by inspiring passion in operational excellence at an organizational level
  • Make employee engagement a strategic priority by coaching and training Managers on increasing employee motivation 

Jason Chase

Head of Lean Management
T. Rowe Price


1:50 pm - 2:20 pm IDG C: Developing the culture transformation to master business transformation
Michael Koor - Director, Agile Catalyst - Transformation Office, BMO Financial Group
-          How do you ensure your workforce has the skillset to execute an impactful transformation strategy?
-          Discuss training and education solutions to equip your workforce with a skillset for delivering transformation

Michael Koor

Director, Agile Catalyst - Transformation Office
BMO Financial Group



1:50 pm - 2:20 pm IDG D: Measuring continuous change: Track the value and impact of business transformation on performance improvement
Chinmaya Yerramilli - Senior Director, Operational Excellence - Consumer Banking, Discover Financial Services
  • Metrics and benchmarks for understanding the value of your OPEX program
  • Assess the incremental value added for processes, people and the customer along your transformation journey 

Chinmaya Yerramilli

Senior Director, Operational Excellence - Consumer Banking
Discover Financial Services


1:50 pm - 2:20 pm IDG E: The critical link for making improvement methodologies permanent
Scott MacIntye - Senior Catalyst, Vanguard
  • Methods for achieving positive long-term behavioral adjustments in the workforce
  • Training and education for employees to readdress ingrained habits, the way they work and their careers

Scott MacIntye

Senior Catalyst


1:50 pm - 2:20 pm IDG F: Establishing an effective Process Center of Excellence
Robert Thacker - Director - Global Enablement, iGrafx
-          Learn what a COE is and what responsibilities come under the COE remit 
-          Understand the governance and people power required to drive COE efficiencies 

Robert Thacker

Director - Global Enablement



1:50 pm - 2:20 pm IDG G: Streamline process analysis, identify opportunities and extract value using Desktop Automation
-          Automate the monitoring of inputs, mouse movements and much more for granular data and accurate process mapping
-          The benefits of RDA to significantly reduce the manual work of Process Analysts


1:50 pm - 2:20 pm IDG H: Process improvement from inception to execution using RPA
Ryan Davis - Director of Process Improvement, Arvest Bank
-          How to select, clean and troubleshoot processes to realize the greatest RPA efficiency gains
-          Develop contingency strategies for downtime on a process and discuss potential compatibility issues when integrating RPA with other technologies

Ryan Davis

Director of Process Improvement
Arvest Bank


1:50 pm - 2:20 pm IDG I: Disruptive technological innovation: Refresh your approach to transformation
Michael Sheehan - Business Process Intelligence Consultant, Signavio
-          Understand Fintech methods for simplifying product development and internal processes
-          Discuss how Open Banking APIs, machine learning, AI and automation tools are being utilized to provide customers with value-add services 

Michael Sheehan

Business Process Intelligence Consultant

2:55 pm - 3:25 pm Afternoon Refreshments

Track Sessions

Track A: Digital OPEX

3:25 pm - 3:55 pm The right digital tools for the right OPEX strategy
Chris DeBrusk - Managing Director, Head of Transformation, BNY Mellon
-          Understand how to select the digital tools to truly advance your OPEX strategy and results
-          Utilizing digital tools as a barrier breaker to resistance
-          Key takeaways on how not to fail when executing and scaling digital transformation

Chris DeBrusk

Managing Director, Head of Transformation
BNY Mellon

Track A: Digital OPEX

4:00 pm - 4:30 pm Quantify the true ROI of RPA to improve process inefficiencies
  • Understand whether specific RPA tools will automate an end-to-end process or just a few steps
  • Recognize where RPA is the optimal fit for process improvement and where other technologies and tools fit better
  • Identify the optimal candidates for process automation 

Track A: Digital OPEX

4:35 pm - 5:05 pm Leveraging data management in the transformation life-cycle
Ashish Bhatnagar - Vice President, Chief Data Office and Head of Operational Strategy, HSBC
-          How data science and analytics are applied to advanced performance and process analysis, customer segmentation and product concept development
-          Hear how data science and analytics are being applied to transactional, client and process data

Ashish Bhatnagar

Vice President, Chief Data Office and Head of Operational Strategy

Track B: Business Transformation Strategy

3:25 pm - 3:55 pm Establishing a Continuous Improvement CoE for Standard Insurance
Kush Pathak - Assistant Vice President, Lean Center of Excellence, Standard Insurance Company
-          How to set up a successful CoE driven with lean and automation, that drives customer value improvements while engaging the organization
-          Understand the fundamentals of transformation and the critical success factors in delivery
-          Hear lessons learned on how a CoE can enable a successful transformation 

Kush Pathak

Assistant Vice President, Lean Center of Excellence
Standard Insurance Company

Track B: Business Transformation Strategy

4:00 pm - 4:30 pm Deliver true culture transformation from the boardroom to the front-line through OPEX strategy
Shruti Kakar - Change Management Lead GFTS - Governance & Data Analytics, Citi Bank
-          Understand culture transformation and coaching methods to align employees priorities with customer experience
-          Balance end-to-end journey improvement with cost and efficiency focus 

Shruti Kakar

Change Management Lead GFTS - Governance & Data Analytics
Citi Bank

Track B: Business Transformation Strategy

4:35 pm - 5:05 pm Redefine capacity strategy: Combining analytics and integration to model, plan, and optimize capacity
Jordan Benis - Director Performance Management, PNC Bank
-          Leverage the basic building blocks of capacity modeling to reveal true capacity drivers
-          Anticipate and plan for capacity challenges
-          Build tools that enable capacity planning to become an integrated function instead of an isolated routine

Jordan Benis

Director Performance Management
PNC Bank

Track C: Upgrading Legacy Architecture

3:25 pm - 3:55 pm Building a bridge to the future: How a 150-year-old FS organization transformed itself in a modern, digital world
Norman Wren - Former Director of Technology & Operations, Santander UK
-          Explore today’s business drivers for change. Learn why transformation is a business imperative and some key success factors in transforming your organization
-          Hear how to overcome the challenges faced by a company, which was inherently disadvantaged in becoming a digitally native organization
-          Discover how to effectively manage the complex relationships between people, processes, data, and old and new technologies

Norman Wren

Former Director of Technology & Operations
Santander UK

Track C: Upgrading Legacy Architecture

4:00 pm - 4:30 pm Transition to the cloud and align OPEX with system management
Rajesh Iyer - Lead Solutions Architect, American Express
-          Remove the management on platforms, managed services, software and databases and re-route people skills
-          Discuss the controls, data encryption and other security measures necessary to take care of data at each layer of the application 

Rajesh Iyer

Lead Solutions Architect
American Express

Track C: Upgrading Legacy Architecture

4:35 pm - 5:05 pm One united office: Capabilities for transformation across the enterprise
-          Ensure that OPEX objectives are aligned with strategic business goals 
-          Support the convergence of the traditional back and front office model to streamline and simplify business architecture
-          Transform legacy processes, technology and workforces through a holistic integrated OPEX strategy

5:10 pm - 5:40 pm Humanizing RPA in your OPEX strategy: Re-engineer the relationship between science and emotion

Joshua Beaudry - President & Automation Director, LPSTK
This session will take you on a journey. From professional skateboarding, to 22 years with Bank of America, to RPA design, to communities in Puerto Rico. Hear one leader’s incredible story of passion for doing more with process engineering.
-          Leverage design-thinking and automation ethics to transition away from an increasingly cold and disconnected digital ecosystem  

Joshua Beaudry

President & Automation Director

5:40 pm - 5:50 pm Chair's Closing Remarks

5:50 pm - 8:30 pm Drinks Reception

Time to grab a glass (or few) and join us in celebrating our 14th year! This is your chance to relax, unwind and enjoy the entertainment. Don’t forget to socialize with your new connections at a steamboat reception on the Mississippi River!