Efma operational efficiency 2015

Operational Efficiency www.efma.com/operational

The move towards digitisation by many banks will have a dramatic impact on their future profitability and success: when done correctly, banks can achieve major gains in terms of cost efficiency, customer centricity and streamlined processes.

Benefitting from an exciting new format, the conference will feature presentations from the biggest names in the industry covering topics including: Digitisation Cyber security Globalisation Customer insight

5-6 March 2015 – Barcelona

Andrea Magnani Director of PBC Banking Services International Deutsche Bank Italy

Dan O’Neill General Manager Group Lending Services Commonwealth Bank Australia Bruno van Deinse Head of Retail Banking Operations BNP Paribas France

Hans van der Horst Managing Director Customer Domain ING Nederland Netherlands

Julio Yepes Sánchez Global Head of Operations BBVA Spain

Why should you attend this event?

Hear the trending information in your industry with extended case studies

L earn from the extended case studies with BBVA, Commonwealth Bank, Danske Bank and Banco Santander

Attend break out workshop sessions on roadmap and operational transformation process

Enjoy numerous networking opportunities with high level speakers and thought leaders from the industry

5-6 March 2015 Barcelona

THURSDAY 5 MARCH 2015 www.efma.com/operational

MORNING Setting the scene: key issues and operational excellence models

9:00

Hans van der Horst Managing Director Customer Domain ING Nederland Netherlands

From days to seconds: retail banking in the digital world Why and how is retail banking going to change in the next few years?

Transformation at ING Netherland: customer centricity and multichannel strategy in action The impact of digitisation on retail banking strategy and operations Know your customer: the role and impact of operational excellence Multichannel banking is key to customer experience banking

9:25

Bruno van Deinse Head of Retail Banking Operations BNP Paribas France

The new digital frontier for operations: a new opportunity for service excellence Customer voice: a challenge for operations processing (getting closer, customer in control, power of the crowd) BNP Paribas retail answers: sector outlook at global level Digital initiatives at local level: paperless transformation, end-to-end process redesign

9:50

Michael Brauneis Head of Retail and Support Services Erste Group Bank Austria

Operational excellence in the world of digital: a retail bank’s perspective Drive-to-digital: the competitive advantage Impacts of digitisation: the operations landscape in a digital retail banking environment The success factor: operations as the enabler for the delivery of excellent customer experience Need for change: the imperatives for operational excellence in the world of digital

10.15

Questions & answers

10:35

Coffee break & networking

11:05

CASE STUDY Roberto SĂĄez Director of Operational Management Banco Santander Spain & Montserrat Alvarez Head of Retail Banking Operations Banco Santander Spain

Current operational challenges from the Santander Group perspective New global approaches: digital channels, single view of the customer, time to market Value added by the group to the local banks: global resources, best practices and global solutions, control and quality of services, governance Key levers of corporate operations: the whole is greater than the sum of its parts

12:05

Andrea Magnani Director of PBC Banking Services International Deutsche Bank Italy

New outsourcing approaches and models Pros and cons of outsourcing Selection approach Governance model Case study

12:50

Lunch

Implementing operational excellence at Santander Spain The Santander operations model in Spain Key deliverables and measures of operational excellence in Santander’s retail banking operations Insights on practical implementation steps

5-6 March 2015 Barcelona

THURSDAY 5 MARCH 2015 www.efma.com/operational

AFTERNOON Detailed case studies and workshops on operational excellence implementation

14:20

15:20

15:40

CASE STUDY Julio Yepes Sánchez Global Head of Operations BBVA Spain & Fernando Bellón Responsible for Global Operations Transformation Design rd o n Aw a Innova ti st p la ce BBVA winne r 3 Spain

Operational transformation best practice: going digital Strategic BBVA operations approach Industrialisation • Process management and process improvement • Key elements of the industrialisation process • Levers and barriers • Case study

Coffee break & networking WORKSHOP SESSION Axel Reinaud Senior Partner & Managing Director BCG France & Nicolas Harlé Partner & Managing Director BCG France & Nicole Monter Principal, Retail Banking Segment Manager BCG Belgium & Guillaume Combastet Project Leader, Technology Advantage Office BCG France

15:40 - In a connected economy, understanding customer experience is fundamental to define a digital response People have already adopted new ways of shopping and financing thanks to digital Fintechs innovators are disrupting the market with customer-focused solutions Clear understanding of customers’ needs and habits is necessary 16:20 - Break-outs: Designing an end-to-end digital process, taking customers profiles as starting points Deep dive into customers’ profiles, habits and digital usages Digital solution to address customers Design a digital process, and map a “proof of concept” approach to launch a first viable version of a digital process 17:20 - Break 17:35 - Wrapup Restitution of the break outs How to deliver digital breakthrough in less than 5 months 17:50 - How to deliver digital breakthrough in less than 5 months?

& Nicolas Rivard Principal, Financial Institutions and Technology Advantage BCG France

18:10

End of day one

5-6 March 2015 Barcelona

FRIDAY 6 MARCH 2015 www.efma.com/operational

MORNING Case studies on operational excellence insights and practical steps

9:00

CASE STUDY

Part 1

Michael van den Berg Lead CE (Lean) Consultant ABN AMRO Bank Netherlands

ABN AMRO lean value chain implementation (CE E2E) Cooperation levels and how we organise them How we bridge the gap between business lines and support in the value chain

9:25

Tracy Pennington Head of HR Colleague Experience Lloyds Banking Group United Kingdom

Employee insight as a methodology for prioritising improvement activity Operational excellence in a distributed human resources business model Delivering great service in complex people management cases Understanding and measuring the colleague experience

9:50

Chris Hallmark Account Director OEE Consulting United Kingdom

Benefits dependency mapping as a methodology for prioritising improvement activity How big picture mapping clarifies key issues in a complex business unit Linking process information and financial data to create the platform for benefits mapping Introducing rigorous techniques for managing uncertainty Pinpointing with certainty the critical improvements that will unlock the most benefits

10.15

Questions & answers

10:35

Coffee break & networking

11:05

Steven Crook Head of Customer Services Allied Irish Banks Ireland

Developing a clear roadmap and implementation plan for operational digitisation

11:30

Iassen Deenitchin Head of Lean Raiffeissen Bank International Austria

Greenfield Lean: doing it right from scratch How to build lean ‘greenfield’ sites (ops centers, support functions, nearshoring) How to move from the ‘brownfield’ to the ‘greenfield’: lean and process management in action What are the benefits of ‘greenfield’ lean and what it adds on top of ‘traditional’ lean?

11:55

CASE STUDY Dan O’Neill General Manager Group Lending Services Commonwealth Bank Australia

Digital isn’t the only disruption Embedding production management Upskilling operations resources to be ready for a digital customer experience Moving to a process centric organisation

12.40 Questions & answers Lunch 13:00

5-6 March 2015 Barcelona

FRIDAY 6 MARCH 2015 www.efma.com/operational

AFTERNOON Extended case studies and summaries of best approaches to operational excellence

14:00

CASE STUDY Hanne Blom Jørgensen Think Simple Programme Manager Danske Bank Denmark

Think Simple at Danske Bank: improving customer experience through lean O verview of the ‘Think Simple’ programme (ambition, levers, methodology, process framework, process ownership) Insights on process implementation: mortgages and service excellence Conclusions and practical take aways

14:45

STUDY PRESENTATION Fernando Picatoste Cyber Risk Services Partner Leader, Spain & EMEA Crisis Management Partner Leader, Spain Deloitte Spain

15:10

Coffee break & networking

15:30

Fatih Altınışık Process Design Manager Business & Process Management Unit Yapı Kredi Bankaşı Turkey

Transforming the bank operating model for industrialisation Why is industrialization critical in banking?

Operating model transformation steps to achieve industrialisation: • Customer back process transformation • Simplification of product/service process • Adapt to digitization • Governance and performance management transparency • Delivery model optimization

15:55

CASE STUDY

Part 2

Michael van den Berg Lead CE (Lean) Consultant ABN AMRO Bank Netherlands

ABN AMRO lean value chain implementation (CE E2E) Operational, system and management thinking

16.20 16:40

Cybersecurity in the financial sector Are you concerned about cybersecurity?

Do you have a budget allocated to combat cyber-attacks?

How many security incidents have you suffered during the last year?

Is your company’s executive committee aware of cybersecurity?

How is this awareness implemented in your company?

Are you concerned about cybersecurity risks in relation to payment systems?

Conclusions

Questions & answers End of conference

5-6 March 2015 Barcelona

REGISTRATION FORM

OPERATIONAL EFFICIENCY 5-6 March 2015 – Barcelona, Pullman Barcelona Skipper hotel ATTENDEE’S INFORMATION Mrs.

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Assistant’s information (or person in charge of the registration) First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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PRACTICAL INFORMATION DATES The Operational Efficiency conference will begin with a welcome coffee on Thursday 5 March at 8.15 and will end on Friday 6 March 2015 around 17.25.

LOCATION Pullman Barcelona Skipper hotel Avinguda Litoral 10, 08005 Barcelona, Spain Tel: +34 932 216 565 Fax: +34 932 213 600 www.pullman-barcelona-skipper.com LANGUAGES All sessions will be held in English.

ACCOMMODATION Each participant must pay the cost of his or her accommodation directly to the hotel before departure. A block of rooms has

been provisionally reserved for the nights of Wednesday 4 and Thursday 5 March 2015 at the Pullman Barcelona Skipper hotel. The cost of a single room per night is e 172.48, e 199,96 for a double room (including breakfast and taxes).

An automatic confirmation will be sent by email within 24 hours of your registration. In this email you will find a link to download an accommodation booking form. To book your room, please complete and return this form to the hotel before Monday 1st December. After this date the hotel cannot guarantee either room availability or prices. The hotel will automatically bill unoccupied rooms or late cancellations.

If you look for more affordable accommodation, we suggest the following hotels: – Hotel SB Icaria Barcelona 4* – Park Hotel 3*

REGISTRATION FEE 1,600 for representatives of Efma Members and Associate Members 1,800 for Efma Business Partners 2,400 for representatives of non-member institutions

REGISTRATION The registration fee covers participation in the conference, documents, lunches and coffee breaks. Registration fees must be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome late-bookers, but credit card information must be provided.

CANCELLATION All cancellations must be received in writing.

A 20% cancellation fee will be charged for all cancellations received on or before Thursday 19 February. The full fee will be charged for cancellations made after that date, as well as to delegates who are unable to attend on the day, unless a substitute delegate is provided.

Substitutions are accepted at any time.

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VAT not applicable. All registrations are strictly individual.

PAYMENT By bank transfer to Efma Sarl bank account IBAN: FR 76 1027 8060 4700 0208 2420 111 BIC: CMCIFR2A CCM PARIS 17 ETOILE, 30 Avenue Niel, F- 75017 Paris By credit card: MasterCard Visa American Express

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Please send this registration form by email at registration@efma.com or fax +33 147 42 56 76 Efma l 8 rue Bayen l 75017 Paris l France l Tel: + 33 1 47 42 52 72 l Fax: + 3 3 1 47 42 56 76 l www.efma.com APE: 8230Z l VAT ID: FR 38 313 062 788 l Efma sarl company with registered capital of EUR 15,000 l RC Paris 313 062 788 In accordance with Article 27 of the law on the processing of personal data of 6.1.78, the information which you are requested to provide is necessary to enable us to process your registration and is intended for Efma’s services. You may access this information and request that it be rectified if necessary.