Interactive Learning Workshops

Tuesday, 24th February 2009

16:45 - 19:45 Workshop A: How to Drive and Manage Business Transformation in Mortgage Processing

Maximising Operational Efficiency with Strategic Insight and Business Change

Driving operational efficiency is the need to compete in a fi erce and ever changing mortgage market. Strategies and solutions to achieve streamlined operations and quick turnaround times are fundamental to retaining a competitive presence. This workshop will guide you through the assessment of your existing practices auditing where effi ciency gains and operational improvements can be obtained.

About your Facilitator:

Mark Langley
Global Product Head for Mortgage & Auto
STANDARD CHARTERED BANK

Mark is a professional banker with more than 26 years experience in Consumer Banking and has worked in 7 countries. In his current role he is responsible for the SCB Global Mortgage and Auto business which spans 24 countries across UK/Asia/Middle East and Africa. The managed portfolio exceeds $55billion with more than 600,000 customers. He is currently located in the Singapore Consumer Bank Group Office.

Thursday, 26th February 2009

17:30 - 20:30 Workshop B: Improving the Customer Experience and Striving towards Consistent Customer Service Excellence

Enhancing the Customer Experience to Differentiate Your Service and Remain Competitive

The current economic uncertainty is challenging financial institutions to differentiate their service to maintain market share. The quality and efficiency of service delivery is key to attracting and retaining business. As customer service is now a major driver for product and service innovation in Australia fi nancial institutions are striving to become more customer-focused and improve the overall customer experience. Join Helen as she takes us through key strategies and techniques to improve your service delivery and customer proposition.

Doing more with less for improved customer service
Balancing organisational efficiency with customer and employee satisfaction
Identifying customer needs to differentiate your service
Taking a proactive approach by training staff to improve customer service levels

About your Facilitator:

Helen Wells
Head of Customer Service
AMP

Helen has spent over 25 years managing Customer Service teams in both the UK and Australia. Helen joined AMP Australia in 2000, as New Business Manager and in 2005 was appointed Director of Customer Service. Helen manages the service delivery function for most of AMP’s products including call centre services, administration and front line IT support. Before moving to Australia, Helen worked for Pearl Insurance in the UK as Operations Manager.

Friday, 27th February 2009

09:00 - 12:00 Workshop C: Optimising Processes to Achieve Greater Functionality and Improved Productivity

Re-engineering Processes to Create Profitable Results and Achieve Operational Excellence

This workshop will outline strategies to identify, analyse and improve existing processes to achieve more effi cient results. Join Jodie to discover how to meet your business goals and objectives through developed process improvement methodologies and create profi table results. Benefit from NAB’s experience in developing process improvement strategies and understand how they are realising the benefits.

Topics for discussion in the workshop will include:

Understanding your strategic goals and the role of a process improvement strategy
Developing a customer focus to benefit your profi tability and customer relations
Aligning your goals and business processes to meet and exceeed priority objectives
Baselining your processes and implementing process management to gain an understanding of your business

Attendance at this workshop will help you to shorten the decision-making process, reduce expense per loan and increase overall productivity.

About your Facilitator:

Jodie McCulloch
Process Improvement Lead- Project Eclipse
NAB

Jodie worked for Telstra for 6.5 years where she earned the qualifications of Six Sigma Black Belt and Registered Project Manager (AIPM). After making the transition to NAB, Jodie has been working for the last 18 months to help transform Finance into a process oriented business unit. Her current project involves implementing a service model across Finance which includes Business Process Offshoring a number of activities to a third party. This project will also implement process management.

13:00 - 16:00 Workshop D: Analysing and Enhancing your Operational Efficiency to Dramatically Reduce ‘Time to Yes’ and Move towards STP

Identifying and Capitalising on Opportunities for Operational Efficiency

Dave will provide you with the tools and techniques to drive operational efficiency in your organisation. Given that the integration of new technology with legacy systems can prove costly and time-consuming. Avoid making the wrong decision by joining in-depth workshop where we will explore proven techniques to decide which option suits the needs of your organisation with an open and frank look at the various service offerings. You will leave equipped with the in-depth understanding of how to proceed with process re-engineering and modelling that’s right for your organisation.

About your Facilitator:

Dave Williams
Chief Information Officer
BANKWEST & ST ANDREWS GROUP

Dave is Chief Information Officer for Bankwest & St Andrews Group - Australian subsidiaries of HBOS – one of the 10 largest financial services companies in the world, and the largest mortgage lender in the UK. Dave has more than 25 years experience in banking/IT in the UK and Europe and significant experience of the BPM world including:

Responsibility for establishing the largest Business Process Management implementation in the UK
Rapid development of large scale character recognition systems – 15 billion Characters in 10 weeks
Integration of BPM into complex technical environments

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