Re-engineer your Strategy to Drive Business Transformation Through People, Process and Technology

Wednesday, April 22 | Main Conference Day Two

Breakfast Briefing A

7:00 am - 8:00 am Women in OPEX: From breaking the glass ceiling to solving the labyrinth
Monica Maria Sanchez - Chief Information Officer and Executive Vice President, United Automobile Insurance Company
-          The solutions to how women in financial services can navigate continuous barriers to inclusion, diversity and professional opportunities
-          Discuss mentorship support to connect and advance women in OPEX
-          Hear from esteemed female leaders on their journey to the top 

Monica Maria Sanchez

Chief Information Officer and Executive Vice President
United Automobile Insurance Company

Breakfast Briefing B

7:00 am - 8:00 am Making tech work for OPEX: Innovative uses for digital tools
-          Re-imagine the relationship between OPEX and technology
-          Understand how digital tools can be used in unconventional ways to transform operational inefficiencies and create value
-          Hear from operational experts on getting creative with technology to accelerate excellence  

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

8:00 am - 8:10 am Chair’s welcome address

8:10 am - 8:40 am Lead with joy: How to energize and inspire a company culture that prioritizes the core value of joy

Michael Morales - Executive Director, Performance Improvement Director, JPMorgan Chase & Co.
  • Discuss the leadership principals used to drive dramatic culture transformation and shape a workforce truly passionate at work  

Michael Morales

Executive Director, Performance Improvement Director
JPMorgan Chase & Co.

Enterprise-wide has become the pinnacle of large organizational transformation. Breaking down siloes and creating positive change while operating as a well-oiled machine is no easy task. It requires synergy between strategy, people and processes.
The glue that holds it all together? True operational excellence.
-          Hear how to drive process improvement and lead transformation with thousands of employees and processes
-          Discover the tools, change management and education used to drive an enterprise wide program
-          How to integrate transformation across all of the functions for true end-to-end improvement 

Serena Ness

Head of Digital Transformation
BNY Mellon


Heather Klemmer

Director – COO Program Coordination & Execution
Bank of America Merrill Lynch


Michael Koor

Director, Agile Catalyst - Transformation Office
BMO Financial Group

9:10 am - 9:40 am Leveraging automation, machine learning & AI, APIs and micro-services to transform commercial banking

Himanshu Kalkar - Vice President, Enterprise Analytics & Insights, AI Strategy, Fidelity Investments
Automation, machine learning & AI are often treated as the holy trinity of transformation… but they are only effective when used in tandem with broader change. Understand how these digital tools work as cogs in the wheel of OPEX, to take your strategy from strength-to-strength, and achieve breakthrough value.
-          Hear how one leader has achieved remarkable performance results from leveraging digital tools in OPEX
-          Apply technologies to create impact across both back office and customer facing functions

Himanshu Kalkar

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

9:40 am - 10:10 am Panel Discussion: 360° focus session: A multi-perspective approach to OPEX

Have you ever wished you could get a 30,000ft view of OPEX across the organization, with all the insider perspectives? This innovative session gives you the unique chance to hear the views of three leaders in a large organization, creating change in very different ways, with one common goal.
-          Hear perspectives from multiple leaders at one organization striving for united transformation across people, process and digital functions
-          Breaking through organizational siloes and making transformation one coordinated effort
-          How business transformation strategy can make or break enterprise-wide change
-          Understand what transformation means at each layer of the organization

10:10 am - 10:40 am Accelerate your OPEX strategy through the organization utilizing agile as a connecting tool

When used correctly, agile is an incredible agent for change. This session will take a deep-dive into using agile to fuse improvement across the organization.
-          Understand how Agile can act as the connecting point between strategy, technology, people and processes
-          Learn how to blend traditional Lean, Six Sigma and Agile methodologies to compliment your business objectives and goals

10:40 am - 10:50 am Morning Refreshments

Enjoy a coffee and morning snacks with a side of lively OPEX conversation with your peers.  



11:10 am - 12:15 pm IDG J: The digital doomsday: What does the future hold for people in OPEX?
  • The importance of re-skilling and ensuring business transformation has the right impact on the workforce
  • Developing workforce strategies to keep the pace of digital transformation 


11:10 am - 12:15 pm IDG K: Attract talent to drive transformation and create a cutting-edge development environment
  • Discuss organizations with a high percentage of millennial workforce and the impact on OPEX
  • Understand the role of agile in creating a workforce for the future


11:10 am - 12:15 pm IDG L: Find the optimal utilization of your OPEX team: Achieve maximum value outcome
Ken Farer - Former Senior Director, Lean Management, S&P Global
-          Find where skillsets and desires for transformation overlap identify the best candidates for driving change
-          Understand how a hybrid improvement program or change of program can be productive for your workforce organization 

Ken Farer

Former Senior Director, Lean Management
S&P Global



11:10 am - 11:40 am IDG M: Modernizing legacy people, process and technology under business constraints
Kyle Beam - Senior Process Improvement Advisor, Arvest Bank
-          Use connectivity as the tool to tie transformation under timeline, resource and budget constraints
-          Use RPA to bridge the gap with traditional tools and build incremental digital layers as opposed to technology overhaul 

Kyle Beam

Senior Process Improvement Advisor
Arvest Bank


11:10 am - 11:40 am IDG N: Striving for continuous improvement over perfection: redesign the waterfall approach
David Marlow - Director of Transformation & Innovation, Northwestern Mutual
  • Deliver products that can be tested in the market with less investment
  • Understand the role of OPEX to promote a flexible, holistic response to customer and market requirements

David Marlow

Director of Transformation & Innovation
Northwestern Mutual


11:10 am - 11:40 am IDG O: Utilizing automated process mining software for advanced workflow analysis
Michel Farmer - Director, Operational Efficiency, Development Bank of Canada
  • Unlock granular data for process improvement decision-making
  • Understand what analysis was carried out, the issues pinpointed, how long it took and the reductions in process inefficiencies

Michel Farmer

Director, Operational Efficiency
Development Bank of Canada



11:10 am - 12:15 pm IDG P: Implementing RPA on your own successfully
Raju Deshpande - Senior Vice President, Director of Operational Excellence & Change Execution, East West Bank
-          Understand the challenges in implementing an RPA program on your own and how to avoid pitfalls
-          Assess the financial savings in implementing RPA using internal talent 

Raju Deshpande

Senior Vice President, Director of Operational Excellence & Change Execution
East West Bank


11:10 am - 12:15 pm IDG Q: The potential of blockchain: Process improvement in a new financial services ecosystem
  • How blockchain is being leveraged right now, and what the next 10 years holds
  • The benefits of blockchain for speed and security in transactions, and the current regulatory and collaboration barriers to implementation  


11:10 am - 12:15 pm IDG R: Hybrid multi-platform strategy: Select and streamline tools that support broader transformation
Peter Serzo - Vice President, Enterprise Architect, Comerica Bank
  • Identify platforms with right capabilities, evaluate the best possible solutions for clients and address the importance of a cloud-mindset in platform selection
  • Discuss the education, change management and evaluation techniques required for a successful multi-platform strategy

Peter Serzo

Vice President, Enterprise Architect
Comerica Bank

12:15 pm - 1:35 pm Lunch

Track Sessions

Track D: Customer Experience

1:35 pm - 2:05 pm Combining design thinking with automation to deliver accelerated OPEX results
Melissa Morello - Assistant Vice President & Process Improvement Consultant, PNC
-          Utilizing design thinking to continuously assess and improve the customer journey
-          Combine collaborative and creative design thinking principals with automation to deliver new, digitally enabled products and services to customers 

Melissa Morello

Assistant Vice President & Process Improvement Consultant

Track D: Customer Experience

2:10 pm - 2:40 pm Innovations in service: Leveraging technology to create customer experience breakthrough
Scott Hoglund - Vice President of US Card Emerging Technology & Transformation, Discover Financial Services
-          Discuss the principles of experience transformation and how they can be applied
-          Discuss case studies on experiences that leveraged technology to create differentiation and the impact it had 
-          Maximize process improvement for customers by combining journey mapping with digital tools

Scott Hoglund

Vice President of US Card Emerging Technology & Transformation
Discover Financial Services

Track D: Customer Experience

2:45 pm - 3:15 pm Process excellence to customer excellence: Digitize back office processes to boost customer satisfaction
Jen Li - First Vice President, Process Design Manager, East West Bank
-          Reduce customer pain points and increase positive experience
-          The pitfalls and solutions in applying RPA for elevated customer experience
-          Rationalize the back office and get a hold on business process management

Jen Li

First Vice President, Process Design Manager
East West Bank

Track E: Leadership

1:35 pm - 2:05 pm Mastering OPEX fundamentals: Leading business transformation in the early stages
-          Best practices for achieving initial buy-in and gaining momentum in the early stages
-          How to build out business transformation starting from a small centralized team and maintaining it without an army
-          Where and how to best apply operational excellence and agile methodologies with technology

Track E: Leadership

2:10 pm - 2:40 pm Leader-to-leader buy-in: Ensure OPEX objectives capture long-term dedication from leaders and their teams
Manas Tripathy - Head of Transformation and Delivery, Wells Fargo
-          Ensure that your program does not stagnate when leaders get side-tracked with practical goals or strategy and personnel changes
-          Understand workflow and tailor your OPEX program to meet achievable and impactful objectives
-          Develop benchmarking targets for performance

Manas Tripathy

Head of Transformation and Delivery
Wells Fargo

Track E: Leadership

2:45 pm - 3:15 pm The balancing act: Blending leadership styles and improvement programs
Robert Wong - Assistant Vice President, Continuous Improvement Change Leader, Voya Financial
  • Balance and maintain leadership qualities that will drive the change you want
  • How your company can move forward with Agile after adopting Lean and Six Sigma in the past
  • Merge improvement programs to suit your organizations OPEX objectives 

Robert Wong

Assistant Vice President, Continuous Improvement Change Leader
Voya Financial

Track F: Risk & Compliance

1:35 pm - 2:05 pm Tie risk mitigation to transformation objectives and transition to a secure growth agenda
Arindam Majumdar - Managing Director, Enterprise Risk Analytics, Bank of the Ozarks
-          Understand how to accurately align risk appetite and OPEX transformation
-          Introduce democratization of OPEX decision making as a top down process to overcome resistance in risk
-          Secure compliance buy-in by increasing OPEX engagement, transparency and communication 

Arindam Majumdar

Managing Director, Enterprise Risk Analytics
Bank of the Ozarks

Track F: Risk & Compliance

2:10 pm - 2:40 pm Navigating the regulatory environment: Using Agile in your OPEX strategy to meet compliance requirements
  • Using Agile to promote adaptability and flexibility when responding to new requirements
  • Revamp the system structure and remove the need to dive into each system when requirements are released  

Track F: Risk & Compliance

2:45 pm - 3:15 pm Identify efficient automated processes to meet compliance program requirements
  • Improve process efficiency in time-consuming manual risk mitigation
  • Create a strong automated environment rather than a tactical approach to remediate individual issues
  • Frameworks to measure the effectiveness of mitigating systemic, operational, and security risks

3:15 pm - 3:45 pm Afternoon Refreshments

3:45 pm - 4:15 pm Seize the day of Digitization in OPEX: Thriving in an adapt-or-die environment

-          Discuss how OPEX leaders can adopt the disruptive technologies that are forcing change and avoid natural selection of business
-          Critically assess case studies of companies who have failed to adapt and those who have thrived by using digitization to their advantage  

4:15 pm - 4:45 pm Transitioning to excellence: Benchmarks for groundbreaking transformation

-          Understand why some companies take the leap for business excellence and others fail
-          Understand the principals behind progressing and maintaining the performance and results of a world-class business

4:45 pm - 4:45 pm Chair's Closing Remarks