March 23 - 25, 2020 | New Orleans, LA
Conference Day 1
7:30 am - 8:00 am Registration and Welcome Coffee
8:00 am - 8:10 am Chair's welcome address
8:10 am - 8:30 am The speed of change : New York Life’s approach to aligning process improvement, operational efficiency and technology
Businesses in financial services are facing the challenge of keeping up with the speed of change, which is further hindered by the lack of alignment between operations and IT. It’s becoming ever-pressing for businesses to understand where to streamline, consolidate and integrate tools that will help support the architectural development for its business processes. Overseeing this at New York Life, Dave is tasked with driving the marriage between business process improvement, operational efficiency and technology. Join him in this session to understand how to:
• Drive high level operations impact through analytics, standardization, and transformation
• Retool a business using digital and next generation processes to remain competitive, agile and creative
• Reinforce governance mechanisms to establish the right set of business priorities
8:30 am - 8:50 am Finding the hidden opportunities: understanding the process improvement journey
Supported by the COO group, Heather Klemmer has focused on optimizing processes by discovering how employees are truly working. By memorializing the process journey and automating the action, Heather was able to save 1-2 weeks per year of their time. Understanding internal customers through 100s of interviews, Merrill Lynch is successfully understanding the customer lifecycle and delivering valuable process insights and opportunities. In this session, Heather will discuss how to:
• Identify process areas which are creating the biggest impact and opportunity within the business
• Have full visibility into the scope/breadth of their development roadmap for continuous improvement
• Create an efficient/sustainable model to prioritize development efforts; tangible improvements that help encourage innovation
Heather Klemmer
MLWM Chief Operating Officer, Program Management ExecutiveBank of America Merrill Lynch
8:50 am - 9:10 am Microsoft Project PPM - How financial services organizations are finding new successes
The variety and severity of forces disrupting traditional financial services are reaching a new pitch, threatening to dismantle long-held ways of doing business. Tougher technology driven competition from the new wave of digital banks and fintech’s is pushing the innovation envelope. The future of banking is agile, collaborative, ‘exposed’ and designed to encourage new business models – using ‘systems of intelligence’ in this transformation. Hear more about how the new PPM solution from Microsoft is helping Financial services organizations better manage work and achieve faster, higher project success rates.
Sponsored by: Microsoft
9:10 am - 9:30 am Networking Game
9:30 am - 9:50 am S&P Global Ratings Lean Journey
S&P Global Ratings started it’s lean journey as a pilot program in 2014 to train end-to-end teams on a set of lean tools. The program expanded in 2016-2017 to include executing on key strategic projects and training all employees in the division. In 2018, the company further invested in operational excellence through green belt certification and a recognition program to measure and reward teams that drive performance, improvement, and innovation through lean mindsets and behaviors.
9:50 am - 10:10 am Automated process mining and discovery for RPA and transformation at financial institutions
The audience will learn:
· How to receive detailed end-to-end “AS-IS” process maps in a fraction of a time
· How to automate customer and employee journey mapping
· How to find the best process candidates for RPA automation
· How to generate input specifications for RPA bots
· How to calculate the ROI before the automation
Sponsored by: StereoLOGIC
Raju Deshpande
Senior Vice President, Director of Operational Excellence & Change ExecutionEast West Bank
10:10 am - 10:40 am DEMO DRIVE
Don’t miss this engaging session where participants 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 - 11:00 am Networking and Coffee Break
Take a moment and network – refresh yourself with some coffee and nibbles, and make the first move!
Interactive Discussion Groups
11:00 am - 11:45 am IDG A: How to set things up digitally to give your service an edge
• Identify and build out digital capabilities for your business processes
• Achieve sustainable improvement and new innovation through data driven insights and qualitative measures
• Develop a digitally oriented culture and mindset
IDG B
11:00 am - 11:45 am IDG B: Achieving sustainable improvement through data and qualitative measuresIDG C
11:00 am - 11:45 am IDG C: The rise of business architecture: how BA is playing a key role in driving growth• Plan and develop business capabilities that are aligned with corporate strategy
• Execute OPEX initiatives through a BA roadmap
IDG D
11:00 am - 11:45 am IDG D: Underwriting: change management and its importance for workflow efficiency• 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
IDG E
11:00 am - 11:45 am IDG E: Challenge your leadership team for the modernization of your operating model• Understand the relevance of building a “forward compatible” operating model for your business
• Achieve a sustainable and transformational culture to drive continuous improvement
• Motivate change through work space and digital strategy
Deborah Schaal
Director, Operational Excellence, Enterprise OperationsFarmers New World Life Insurance
IDG F
11:00 am - 11:45 am IDG F: Do “best practices” limit your ability to innovate?• Identify the limitations of structuring “best practices” to potential improvement
• Understand the effect on prospective growth and innovation
• Achieve a balance between corporate foundations, and operational excellence in order to achieve new areas of development
IDG G
11:00 am - 11:45 am IDG G: Start a community of practice in your OPEX program• Build a solid understanding of the foundation within your processes
• Ensure a rapid flow of communication to support an agile architecture
• Form CoP around compliance and support built-in quality practices
IDG H
11:00 am - 11:45 am IDG H: Overcome challenges and memorialize the process journey for operational excellence• Establish a successful process mapping initiative to target what you learn and drive prioritization
• Encourage ownership to avoid accountability gaps
• Create frictionless processes through robotics and AI, to tie in with strategy
Heather Klemmer
MLWM Chief Operating Officer, Program Management ExecutiveBank of America Merrill Lynch
IDG I
11:00 am - 11:45 am IDG I: Helping consumers make better decisions: Behavioral Economics and Customer ExperienceBehavioral Economics has arrived in the corporate world and it’s forcing us to rethink how we satisfy customer needs and expectations. This new way of thinking about how people make decisions challenges our current understanding of customer experience.
- Discover how customers make sense of the products we sell
- Explore the power of context and it shaping decisions
- Understand how marketing efforts frames in different way customer decisions.
IDG J
11:00 am - 11:45 am IDG J: Establish the right metrics for your OPEX program• Understand the art of establishing the right metrics
• Ways to measure the performance of your process excellence practice
• Process specific performance vs enterprise unified performance focus across the business
Sponsored by: Baringa
11:50 am - 12:10 pm Investing in Digital Transformation: A Conversation
Join us for a fireside chat with Peter Serzo, Vice President, Enterprise Applications for Comerica. Founded in 1849, Comerica has been serving banking customers for more than 150 years, adapting to all kinds of cultural and technological changes along the way. Today, Comerica is taking advantage of the latest technologies, including RPA, to improve processes and elevate customer service through automation.
Sponsored by: UiPath
12:10 pm - 1:30 pm Meet and greet lunch
Lunch & networking for all attendees. Join us for lunch in the exhibition hall and take it to the next level. A chance to win prizes, all the while making new connections!
Track Sessions
Track A: Digital Transformation
1:30 pm - 2:00 pm Adopt process first thinking to drive exponential value from intelligent automation• Make the shift from tool-led design to process first design to unlock real benefits from automation
• Utilize design thinking to reimagine your processes, driven by the art of the possible that new automation techniques enable
• Expand the scope of value drivers to track value from automation holistically
Christopher Harris
Partner, Business & Operations Improvement Leader, Financial Services AdvisoryEY
Track A: Digital Transformation
2:05 pm - 2:35 pm Lessons learned on laying the foundations and building the box for RPA• Determining the position of the enterprise function with RPA
• Build, buy or partner – the advantages and its detriments
• Bumps and bruises during implementation, and how we overcame them
Track A: Digital Transformation
2:40 pm - 3:10 pm How small digitization projects add up to big winsDigitizing the back-office means lengthy multi-year corporate initiatives at most firms. But, they don't have to be. Join Joshua Yaklin, Vice President of Data and Analytics for Stearns Lending, for an interactive discussion about how to identify back-office automation projects that result in quick wins and build on your case to tackle the next one. You'll have the entire back-office digitized in no time, reaping the benefits of speed, accuracy and efficiency.
Track B: Business Intelligence
1:30 pm - 2:00 pm Transforming Banking Processes for Competitive AdvantageJoin us for an interactive session:
• Identify and tap the unprecedented opportunities with cognitive and digital solutions to reduce cost of operations
• Steer successfully through a constantly changing regulatory and compliance environment
• Leverage reporting and analytics for integrated performance management and business intelligence
• Create and achieve best-in-class banking processes with innovative business models
Sanjay Sharma
Head – Banking Cognitive Business Operations (CBO), North AmericaTata Consultancy Services Limited
Track B: Business Architecture
2:05 pm - 2:35 pm Using Business Architecture to disrupt complacencyOver the past several years, Sandy Manne has worked closely with executive leaders to influence a culture shift in how organizations align business strategy to revenue/expense targets. If you are interested in facilitating a paradigm shift in how executives think of “investing in the business,” then this session is for you.
In this session, Sandy will discuss:
• What is Business Architecture
• The tangible benefits Business Architecture can provide to an organization’s transformational objectives
• How to start a Business Architecture practice from scratch
• Lessons learned and pitfalls to getting started
Sandra Manne
Senior Vice President, Head of Capability Build (Business Architecture)TD Bank
Track C: Adaptable Transformation
1:30 pm - 2:00 pm Case study: meet the needs of your front line through back office optimization• 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
Track C: Adaptable Transformation
2:05 pm - 2:35 pm Leverage your CI skills to enable design thinking and drive business transformation• 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
Track C: Customer-Centric Strategies
2:40 pm - 3:10 pm How to hear the voice of the customer through your processes and partnersLearn how Northern Trust’s Investment Operations Outsourcing division leverages client, operational and partner metrics to prepare for growth in the face of evolving regulatory and client demands.
•Northern Trust’s – Investment Operations Outsourcing’s transformational journey - Voice of the Client / Voice of the Process / Voice of the Partner, and their metrics - Tools that have enabled the journey
•Inside Out - example of how the voice of the process improved the client experience
•Outside In – example of how the voice of the client improved the process and partner experience
•How we’ve approached embedding this in our organizational DNA
•Lessons learned throughout our journey
Track D: Leadership Management
1:30 pm - 2:00 pm Outside in: problem solving from the customer perspective• Tools and techniques to help teams walk in their customers’ shoes
• Design thinking exercises to create “empathy”
• Walking the end to end customer experience
• Forensic mapping
• Experimentation and iteration
Track D: Leadership Management
2:05 pm - 2:35 pm Lean leader coaching: Encourage diverse ways of thinking• Why? #1 reason most Lean deployments fail is lack of leadership support. Training classes are not enough.
• What? Executive coaching style Lean leader coaching program grounds leaders in the basics
and gives them an opportunity to experiment with tools to solve their pressing business problems.
• How? 4 months-1 year engagement- typically 1 hour weekly 1:1 coaching session. Measured
improvement in 3 areas: 50% improvement over gap in Lean Behaviors & Lean Concepts
and practical application in 3 projects with measurable results.
Deborah Schaal
Director, Operational Excellence, Enterprise OperationsFarmers New World Life Insurance
Track D: Leadership Management
2:40 pm - 3:10 pm Leadership Mindsets and Behaviors to Support OPEX• Role of the manager of a lean/agile team
• Leader Standard Work: What is it and why it is important
• Obstacles to lean/agile adoption and how to address them
3:10 pm - 3:40 pm Afternoon break – get your networking groove on
3:40 pm - 4:25 pm Interactive Discussion Groups – Your second choice starts now
4:25 pm - 4:45 pm Lessons learned in maximizing the value of process improvement for growth
• Deliver on business results and continuously improve end-to-end process transformation
• Maximize OPEX programs potential with proper alignment to company culture
• Establish strategic value by tailoring delivery models for RPA & Lean to corporate goals & challenges
4:45 pm - 5:15 pm Be a dynamic leader: Innovate through inclusivity
Diversity is a key driver of innovation and is a critical component of being successful on a global scale. Senior executives are recognizing that a diverse set of experiences, perspectives, and backgrounds are crucial to innovation and the development of new ideas. In this session, Amita will show data and statistics around why executive leaders need to embrace the power of differences in order to establish a culture in which all employees feel welcome to contribute ideas. She discusses how diversity can be the human resource that sets you apart from the competition, allows you to be more creative and more dynamic.
5:15 pm - 5:25 pm Chair's Closing Remarks
6:00 pm - 6:30 pm Steamboat Jazz Dinner on the Mississippi!
This is your chance to relax, unwind and enjoy the entertainment. Don’t forget to socialize with your new connections at a steamboat jazz dinner on the Mississippi River!