Conference Day One: 16 March 2021

8:00 am - 9:00 am Coffee and Registration

9:00 am - 9:10 am Conference opening from IQPC and Chairperson

 Event Chairperson:

9:20 am - 10:00 am INTERNATIONAL KEYNOTE: Understand How HSBC Leverages Data Insights and Analysis To Drive Informed Data-Driven Decision Making Practices About Improving Operations Through Digital and Automation Innovation.

The multinational investment bank and financial services holding company, HSBC, is the 7th largest bank in the world with over 3900 offices across 65 countries and approximately 38 million customers. Daniel Kenny will present on how they have been working hard to use advanced data analytics and insights to make informed operational decisions about process and continuous improvement practices, change management solutions, and how to implement advanced technology into the organisation to assist with operations, maintain market competitiveness, and achieve sustainable profitability.

  • Understand the pros and cons of off-shoring processes within your organisation.
  • Understanding how to use data in more efficient ways, through analysation and commercialisation, and in turn, generating data-driven decisions about the operations and digital transformation initiatives.
  • Being more technology minded, particularly in relation to new technology and system implementation; understanding how technology can create more efficient operational practices amongst workforce, streamline and improve efficiency of processes, and generate quality data for more informed decision making. 

10:00 am - 10:40 am Reserved for OPEN ORBIT PRESENTATION

Prakhar Mehrota - Senior Director of Machine Learning, Walmart


Prakhar Mehrota

Senior Director of Machine Learning

10:40 am - 11:20 am COO PANEL – Utilising Your Executive Team To Highlight The Importance Of Embedding Operational Excellence Into The DNA of Your Organisation In Order To Uplift and Prepare Your Workforce In Times Of Crisis.

The Chief Operating Officer has the role of leading your organisations operational departments and makes key decisions in regards to how to improve operational capability, driving efficiencies, streamlining processes, reducing costs and creating sustainable profitability. Hear from industry leading COOs who are working hard to install OPEX into the DNA of their organisations through change management, process improvement and digital transformation initiatives.

11:20 am - 12:20 pm Speed Networking & Morning Tea Break


Back by popular demand – you will you hear peer-to-peer led case studies and best practice; you will also receive focused thought leadership and insight into the future of OPEX in Australia. How will the IDGs run?

  • The entire audience will break up and choose IDGs based on which topics are most relevant and interesting to them.
  • Each IDG is set in a roundtable format and will be facilitated by a senior thought leader in the space.
  • Each delegate will have the opportunity to select 3 topics and will rotate between their choices every 30 minutes.
  • Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.

ROUND ONE 12:05 – 12:35 | ROUND TWO 12:40 – 13:10 | ROUND THREE 13:15 – 13:45

Table One

11:20 am - 12:50 pm Ensuring Data Security Through Applying Data Management Best Practices.


Table Two

11:20 am - 12:20 pm TABLE 2: Driving Innovation Through Process Excellence Methodologies


Table Three

11:20 am - 12:20 pm TABLE 3: Identifying Redundancies, and Uplifting Productivity Through Process Mining Practices

12:30 pm - 1:30 pm Lunch and Networking Break

BUSINESS TRANSFORMATION - Stream A: Linking Processes and Operations to Your Company Strategies and Values

1:30 pm - 2:10 pm Case Study: Designing a Structured Approach to Drive Business Agility
Anna Szabo - Head of Business Development Operations and Strategic Projects, King & Wood Mallesons
Having an in-depth understanding of your customer for firm wide strategic alignments is integral when undergoing operational change. In 2018 King & Wood Mallesons implemented a new CRM process and client strategy to grow the business and improve functions.

Anna Szabo, Head of Business Development Operations, will discuss how she has worked to ensure efficiency within the firm’s processes, and what’s next for Phases 2 and 3.

  • Determining an in depth analysis of how your business truly
  • functions to strategically improve future process
  • Aligning operational excellence and strategies to drive value and growth
  • Implementing agile and flexible working into business culture to manage projects more efficiently


Anna Szabo

Head of Business Development Operations and Strategic Projects
King & Wood Mallesons

BUSINESS TRANSFORMATION - Stream A: Linking Processes and Operations to Your Company Strategies and Values

2:00 pm - 2:30 pm Aligning your Business Journey in a Strategic Setting Through Business Transformation Management
Joanne Banyer - Program Assurance Director, Department of Infrastructure
This session will focus on the importance of improving operational efficiency and restructuring your departments through business transformation management. Using strategic foresight in your change management approach will help you build an effective business case to senior leaders when investing in the right people and places.

Hear from Joanne Banyer, the Department of Infrastructure’s Program Assurance Director, on the work taking place in transforming the department’s change management strategies. 

  • Bringing strategic foresight to change management initiatives
  • Instigating effective program delivery through the implementation of a strategic, long term roadmap
  • Overcoming challenges involved in getting people and organisations to adapt to processes


Joanne Banyer

Program Assurance Director
Department of Infrastructure

BUSINESS TRANSFORMATION - Stream A: Linking Processes and Operations to Your Company Strategies and Values

2:30 pm - 3:00 pm Case Study: Shining a Light on the Water Industry: A Business-Wide Approach to Operational Excellence
Raj Iyer - Continuous Improvement Manager, Water Corporation
The pursuit of operational excellence has always been part of a shared set of outcomes which water and utility companies have been trying to achieve. However, the approaches employed by companies to achieve these outcomes differ based on the company.

Raj Iyer will present an in-depth case study highlighting Water Corporation‘s employment of a new training strategy. This led to the successful implementation of a long term operational excellence program, which began with teaching each department the processes behind the program.

  • Utilising an organization-wide strategy to improve processes
  • Having aligned objectives and outcomes in the transformation process
  • Embedding within the corporate culture an agile and continuous improvement philosophy


Raj Iyer

Continuous Improvement Manager
Water Corporation

LEADERSHIP AND CHANGE MANAGEMENT - Stream B: Enabling Long Lasting Change and Cultural Transformation

1:30 pm - 2:00 pm The NBN Journey: Lessons Learnt and Improvement Made in Operational Excellence
Ravi Ramachandran - Executive Manager- Enterprise Excellence Capability, NBN
Ravi Ramachandran, leading the Enterprise Excellence Capability Team at NBN, will deliver a case study on the journey he and his team have undergone to develop and deploy their operational excellence programs. Helping to improve operational capabilities, he will discuss the company’s explicit focus on mindset and behavioural shifts, as well as delivering tangible benefits back to the business. 

  • Using the language of Business Process Excellence to help organisations navigate scale, CX and cost challenges
  • Creating the self-healing capabilities required for an organisation to embed operational excellence
  • Aligning people and strategy to optimise processes and achieve higher results Measuring the success of an Operational Excellence deployment


Ravi Ramachandran

Executive Manager- Enterprise Excellence Capability

LEADERSHIP AND CHANGE MANAGEMENT - Stream B: Enabling Long Lasting Change and Cultural Transformation

2:00 pm - 2:30 pm Refining Operational Processes at Transurban Through Leadership and Change
Michael Whelan - General Manager of Operational Excellence, Transurban
Michael Whelan, General Manager of Operational Excellence at Transurban, will deliver a presentation surrounding process excellence. Having 13 team members across their operational development team, Michael will present a project study on the work he and his team are doing to refine their operational strategies across Australia. 

With leaders in Operations needing to find support in fellow colleagues before projects can be run, Michael will discuss the journey he faced in gaining fellow executive level engagement to grow the business.

  • Building an effective business case to ensure executive support
  • Empowering employees to think strategically to reduce micro management
  • Understanding how to overcome challenges  when undergoing business model change


Michael Whelan

General Manager of Operational Excellence

LEADERSHIP AND CHANGE MANAGEMENT - Stream B: Enabling Long Lasting Change and Cultural Transformation

2:30 pm - 3:00 pm Case Study: How NSW Health Share are Breaking through the Barrier of Innovation
Melissa Pollard - Associate Director Continuous Improvement & Innovation, NSW HealthShare
Melissa Pollard will deliver a case study on the innovative work taking place at NSW Health Share. A shared service provider for NSW Health, Melissa will discuss the journey the team underwent in breaking through the barrier of innovation to implement long term continuous improvement.

Brining the right team together and implementing a culture of leadership and strategic innovation, Melissa will present on the continuous improvement journey the team underwent within the past 12 months, and how organisations can effectively implement long term OPEX projects

  • Implementing an effective cultural approach to leadership and change management
  • Understanding how to implement strategic, long term innovation within your organisation
  • Utilising a people-based approach to innovation within your teams


Melissa Pollard

Associate Director Continuous Improvement & Innovation
NSW HealthShare

TECHNOLOGY AND DIGITAL TRANSFORMATION - Determining Best Practice to Improving and Implementing Process Change

1:30 pm - 2:00 pm Sydney Airport’s Journey to Improve Their Digital Processes
Kristi McLachlan - Head of Delivery and Strategy Support, Sydney Airport
Kristi McLachlan, Head of Delivery Strategy and Support, will present a case study on the work taking place at Sydney Airport to develop their enterprise PMO. With passengers demanding new ways of traveling and a large portfolio of construction projects in the pipeline, Sydney Airport continues to undergo new initiatives to ensure they cater to all through new and innovative processes.
Focused on data-driven decision making in Capital management processes and project delivery, Kristi will talk about their operational excellence journey and the benefits of managing projects across the full lifecycle to drive capital and resource efficiency.

  • Implementing system changes to ensure the highest level of success
  • Having clear and defined stakeholder engagement and change management strategies
  • Understanding and utilising key data and metrics for improved business function


Kristi McLachlan

Head of Delivery and Strategy Support
Sydney Airport

TECHNOLOGY AND DIGITAL TRANSFORMATION - Determining Best Practice to Improving and Implementing Process Change

2:00 pm - 2:30 pm Case Study: Building an Process Function to Accelerate Digital Transformation Initiatives
Ana Marinkovic - GM of Business Support, National Australia Bank
Developing a centre for excellence to scale up and accelerate your company’s digital transformation can be the first step in leveraging specific projects into an enterprise-wide transformation. 

Hear from NAB’s Ana Marinkovic as she presents on the importance of running digital transformation projects and the journey her and the team have undergone to implement these effective, strategic initiatives

  • Utilising new innovation within your organisation to improve strategic initiatives
  • Updating legacy systems for improved processes
  • Training teams to understand and incorporate new technologies and ways of working into everyday functions


Ana Marinkovic

GM of Business Support
National Australia Bank

TECHNOLOGY AND DIGITAL TRANSFORMATION - Determining Best Practice to Improving and Implementing Process Change

2:30 pm - 3:00 pm The Optus Story: Bridging the Gap Between Executive Leaders and the Customer Through Agile Implementation
Wen Smallwood - Director Digital Transformation and Agile Implementation, Optus
Wen Smallwood, Director of Digital Transformation and Agile Implementation, will deliver a case study on the work taking place at Optus in their digital transformation office. Upgrading their app over the last 12 months, the company decided to implement an agile framework for specific, fast-paced projects to ensure an improved service model. This also helps in effectively mapping out the customer journey in their analytics department.

Wen will present on the positive work the team has done, and the lessons learnt, in having an agile framework exist throughout a traditional and widespread organisation.

  • Understanding how agile frameworks can help in prioritising projects
  • Moving away from a strictly end-to-end project-based approach in Operational Excellence to ensure continuous growth
  • Learning how successful transformation of insourced organisations is dependent upon internal processes


Wen Smallwood

Director Digital Transformation and Agile Implementation

3:30 pm - 4:00 pm Afternoon Tea and Networking Break

In this information session, delegates will have the opportunity to share their views by asking questions to our exclusive C-Suite panel for a maximum of five minutes each. It is here you will hear from our panel on the topics that are shaping their organisation, allowing you the opportunity to add to this by discussing your ideas and initiatives influencing your own company. Key topics of discussion include:

  • Understanding the evolution of OPEX and key business strategies for operational excellence
  • Democratising data: How is the proliferation of big data impacting modern operation functions
  • Moving away from the conversation of process and understanding the true mindset behind operational excellence

Paul Doherty

Chief Operating Officer
Fiji Airways


Jeremy Cowan

Chief Operating Officer


Neal Lawson

Chief Operating Officer
Metro Trains Melbourne


Frances Cawthra

Chief Financial Officer
Australian Taxation Office

4:30 pm - 5:00 pm Closing Keynote: Recognising and Removing the Mental Barriers to High Performance

Anthony Bonnici - Director, Move Mountains
Due to popular demand, Anthony Bonnici will join us in 2019 to deliver his brain blinkers segment for our leaders and rising stars in operational excellence! 

In this cornerstone session, workshop participants will learn how to identify and remove limiting beliefs to enhance performance, both professionally and personally. From there he will discuss the brain blinkers of self sabotage, and finally practical models that our leaders can utilise to reduce stress and fear.


Anthony Bonnici

Move Mountains

6:20 pm - 6:20 pm Chair’s Closing Address and End of Day One