March 23 - 25, 2020 | New Orleans, LA

Heather Klemmer


MLWM Chief Operating Officer, Program Management Executive
Bank of America Merrill Lynch

Conference Day 1

Tuesday, March 19th, 2019


8:30 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

11:00 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

Check out the incredible speaker line-up to see who will be joining Heather.

Download The Latest Agenda