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Sanjoy Sen - 6th Annual Middle East Retail Banking Forum - Key Note Opening Speaker - Feb 2011
 

Sanjoy Sen - 6th Annual Middle East Retail Banking Forum - Key Note Opening Speaker - Feb 2011

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    Sanjoy Sen - 6th Annual Middle East Retail Banking Forum - Key Note Opening Speaker - Feb 2011 Sanjoy Sen - 6th Annual Middle East Retail Banking Forum - Key Note Opening Speaker - Feb 2011 Document Transcript

    • visit our website:www.fleminggulf.comCONFIRMED SPEAKERS & PANELISTSCONFERENCE FOCUSWHO MUST ATTEND11th- 13thApril 2011, Habtoor Grand Resort & Spa, Dubai – United Arab Emirates~ Redefining Growth Opportunities in Retail Banking ~6thAnnual Middle East Retail Banking ForumAtif Bajwa, Soneri Bank LimitedPresident and Chief ExecutiveYehia El Agami, Banque MisrGeneral Manager & EC Member, Head of RetailBanking Division & MSEsSanjoy Sen, Citibank NAConsumer Bank Head – Middle East, Pakistanand North AfricaHumayun Rashid, CommercialInternational BankChief Executive Officer | Consumer BankingLouis Anthony Scotto, Doha BankHead of Retail BankingSalmaan Jaffery, Ernst & YoungMENA Retail Banking Sector LeaderRahul N. Bhagat, HDFC BankExecutive Vice President and Group Head –Retail BankingSuvo Sarkar, National Bank of Abu DhabiGeneral Manager, Consumer & Elite BankingD Anand, Al Rajhi BankGeneral Manager, Retail Banking GroupAjay Makhija, SAMBA Financial GroupGroup Head – Consumer BankingKrishna Kumar C, National Bank of EgyptChief Operating OfficerSundar Parthasarathy, Abu DhabiCommercial BankExecutive Vice President – Consumer Assets andChief Integration OfficerZahid H. Hummusani, The NationalCommercial BankHead of Consumer Finance SectorAndrew McKechnie, Riyad BankHead of Retail Banking ServicesShekhar Krishnamurthy, Emirates NBDHead – Retail Assets and LiabilitiesTamas Erni, Loxon Solutions LtdPartnerOzcan ERENER, VeriParkGeneral Manager | VeriPark GulfKhaled Dajani, Huron ConsultingManaging Director – BankingSivakumar Thangaratnavelu, HSBCAMANAHGlobal Head – Customer ExperienceKevin Goodburn, Bank Muscat SAOGHead of Customer Experience & QualityRahul Nawab, IQR Consulting, IndiaCo-FounderKevin Turner, National Bank of KuwaitSAKAGM – Head of Alternate ChannelsShadi A. Eideh, Qatar National BankHead of eServices, Retail Banking Group Transforming the Retail Banking Business Model – Pan Middle East Region Role of Retail Banking in the New World Economy Restructuring the Retail Banking Business Model to sustain Profitability Post Financial Crisis Reinventing Customer Experience Performance Management – Improving Profitability in the Retail Customer Segment Innovation and New Initiatives in Retail Product Development and Services Future of the Branch and Driving Excellence across Retail Distribution ChannelsPresident, CEO, COO, CMO, Chief Officer, Senior Vice President, Group Heads, Directors, Managing Executive, Senior Executive, General Manager, SeniorManager, Global Head, Head of:Retail Banking, Personal Banking, Consumer Banking, Individual Banking, Branch Banking, Priority Banking, International Retail Banking, Remote Banking,Islamic Retail Banking, Islamic Banking, Business Banking, Direct Banking, Electronic Banking, Personal Financial Services, Wealth Management, PrivateClients, Consumer Finance, Consumer Lending, Consumer Credit, Retail Assets, Retail Liabilities, Retail Loans, Secured Lending, Unsecured Lending,Branch Sales, Branch Management, Delivery Channels, Retail Distribution, Alternate Channels, Product Development, Retail Product Risk, Affluent, SME,Retail Strategy, Retail Marketing, Personal Finance, Personal Loans, Cards, Retail Customer Management, Customer Experience, Business Developmentand Retail Operations.Premium Silver Sponsor: Silver Sponsors: Bronze Sponsor: Conference Sponsor:Gold Sponsor:Knowledge Partner:Conference Exhibitors:
    • Dear Retail Bankers:Retail Banking regardless to say is the ultimate source ofprofitability for a commercial bank is now in a phase whereredefining and realigning growth opportunities is the key todrive monetary excellence.Fleming Gulf is back with the 6thAnnual Middle East RetailBanking Forum where leaders and the regional giants in retailbanking will gather across 3 days and will “Redefine GrowthOpportunities in today’s Retail Banking Business.” Discussionsbased on best practices, successful stories, case studies, strategiesand new business models will be the highlight of this epicevent.Benefit by attending the 6thAnnual Middle East RetailBanking Forum and utilize the face to face networkingopportunities with the industry leaders and gurus in retailbanking.I look forward to meeting with you at the event in April 2011!Best Regards,Fahd Ali AkmalSenior Conference ProducerRetail Banking and Finance DivisionSNAPSHOTS FROM 20105 REASONS TO WHY YOU CAN’T MISSTHIS PREMIUM EVENT:• 150+ Senior Retail Banking Executives attended in 2010• 17 Countries represented in 2010• 67 Banks represented in 2010• The most targeted and focused conference on the Growth of the Middle East Retail Banking business• Listen to Valuable Case Studies and Presentations from the Region’s Retail Banking GURUsHead of Retail Banking – 41%Divisional Head – 34%Board Members – 8%Senior Managers – 17%2010 ATTENDEES BREAKDOWNTHE ADVISORY COUNCILThe advisory council will aid in the quest for providing high quality education on the most significant topics to ever impact the region’s retail banking sector.Sanjoy Sen, Citibank NAConsumer Bank Head – Middle East, Pakistan and North AfricaAjay Makhija, SAMBA Financial GroupGroup Head – Consumer BankingLouis Anthony Scotto, Doha BankHead of Retail BankingHumayun Rashid, Commercial International BankChief Executive Officer | Consumer BankingD Anand, Al Rajhi BankGeneral Manager, Retail BankingSundar Parthasarathy, Abu Dhabi Commercial BankExecutive Vice President – Consumer Assets and Chief Integration OfficerShekhar Krishnamurthy, Emirates NBDHead – Retail Assets and LiabilitiesKevin Goodburn, Bank Muscat SAOGHead of Customer Experience & Qualityemail: fahd.ali@fleminggulf.com, www.fleminggulf.comBooking line: tel: +971 4 6091564, fax: +971 4 6091589
    • 8:00 Registration and Morning Coffee8:40 Welcome Note from Fleming Gulf8:50 Chairman Opening Remarks: “Retail Banking – Who Moved our Cheese?” Suvo Sarkar, National Bank of Abu Dhabi General Manager, Consumer & Elite BankingWORKING ON A WINNING RETAIL BANKINGSTRATEGY9:00 KEYNOTE Transforming the Retail Banking Business Model – Pan Region• Current Regional Retail Banking Business Trend• Adapting to a Strategic Change Management in the overall BusinessModel• How would different markets behave to an altered retail bankingbusiness model?• Strategic role to attain ProfitabilitySanjoy Sen, Citibank NAConsumer Bank Head – Middle East, Pakistan and North Africa9:30 Macro Trends in Retail Banking in the Middle EastThis presentation will be fuelled by inputs from EY’s regional retail bankingresearch study together with their global retail banking study.Salmaan Jaffery, Ernst & YoungMENA Retail Banking Sector Leader10:00 Cultural Transformation of the Retail Business• Developing a long term strategy supported by detailed financials• Revisiting the Retail Bank’s policies, procedures and compliancepractices• Strategy Formulation – Focus on Quick and Carefully attained Wins,Essential Resources required• People Challenges as a Critical FactorAtif Bajwa, Soneri Bank LimitedPresident and Chief Executive10:30 Morning Coffee Break, Networking and Exhibition11:00 Examining how Technology will Transfer & Realign the Retail Business• It’s not about Redefining Growth Opportunities, it is aboutrealigning the Business Model – Technology as the key component• Realigning towards the Emerging Global Scenario• Current Technological trends in Retail Banking and its impact on theexisting business model• Role of Saudi Arabia’s Retail Banking Business Model in the NewWorld EconomyAjay Makhija, SAMBA Financial GroupGroup Head – Consumer Banking11:30 CASE STUDY Designing a Competitive Channel Management Strategy• Creating the ultimate retail channel management system to ensureimproved customer experience in communication, informationand delivery, while increasing your retail revenue and reducingoperational costs• Increasing retail banking business productivity through integratedmanagement of distribution channels• Enhancing operational efficiency by efficiently managing newprocesses across multi-channels• Improving end-to-end customer experience to maximize revenueopportunities by selling more products and services through existingand new channelsD Anand, Al Rajhi BankGeneral Manager, Retail Banking Group12:00 Making the Wealth Management Business Model as the Cream of the Cake• Setting the Tone by enabling the Wealth Management business toadapt to Global Consumer buying & investment Trends• Building and maintaining client trust by delivering on brandpromises• Winning ‘wallet share’ – maximising opportunities with clients andestablishing loyalty• Expectations of the region’s HNW population: identifying theirneeds and preferences• Servicing the Needs of contemporary HNWs12:30 GURU Panel – Current World Economy & the Role of Retail Banking in the New World EconomyPanel Discussion:• Challenges towards today’s Consumer Credit Counselling• New implications from the Regulators and the changing nature ofCredit Control and the Retail Banking Operations• How can Retail Banks move efficiently through Capital?• How will Basel II change Retail Banking?• How has the past Retail Banking business model led to a change inthe current business environment?Featured Panelists:Atif Bajwa, Soneri Bank LimitedPresident and Chief ExecutiveSanjoy Sen, Citibank NAConsumer Bank Head – Middle East, Pakistan and North AfricaAjay Makhija, SAMBA Financial GroupGroup Head – Consumer BankingD Anand, Al Rajhi BankGeneral Manager, Retail Banking GroupSalmaan Jaffery, Ernst & YoungMENA Retail Banking Sector LeaderModerator:Suvo Sarkar, National Bank of Abu DhabiGeneral Manager, Consumer & Elite Banking13:00 Luncheon and Prayer BreakBUILDING 2011’s MOST FLOURISHING RETAILBANK14:00 Moving Towards Innovation to Build 2011’s most Flourishing Retail Bank• The Mantras of Innovation• Innovation is necessary for Survival• The Key to Competitive Edge is: o Product Innovation o Process Innovation o Service Innovation<SPONSOR SLOT>14:30 Sustaining Profitability Post Crisis – Qatar’s ExperienceLouis Anthony Scotto, Doha BankHead of Retail Banking15:00 Best Practices for Credit Scoring (Lending, Monitoring, Basel II)Tamas Erni, Loxon Solutions LtdPartner15:30 Afternoon Coffee Break, Networking and Exhibition16:00 Adapting to a Service Excellence Business ModelHumayun Rashid, Commercial International BankChief Executive Officer | Consumer Banking16:30 Segmentation – How to make the organization focus on developing a Profitable Consumer Franchise?Rahul N. Bhagat, HDFC BankExecutive Vice President and Group Head – Retail Banking17:00 GURU Panel – “Restructuring the Retail Banking Business Model to sustain Profitability Post Financial Crisis”Panel Discussion:• Common Business Models across Middle East Retail Banks post crisisera• How will the Current Economic Climate “CHANGE” the region’sRetail Banking Business?• How has the Customer Focused Branch Banking model supersededthe Traditional Branch Banking model?• Revisiting the Retail Bank’s policies, procedures and compliancepractices• New Business Models and the impact on HR and Staffing in RetailBanking• The importance to drive out self serviced delivery channels byeliminating the non-sales expense within the delivery channelsFeatured Panelists:Louis Anthony Scotto, Doha BankHead of Retail BankingRahul N. Bhagat, HDFC BankExecutive Vice President and Group Head – Retail BankingHumayun Rashid, Commercial International BankChief Executive Officer | Consumer BankingModerator:Suvo Sarkar, National Bank of Abu DhabiGeneral Manager, Consumer & Elite Banking17:30 Closing Remarks from the Chair17:40 End of Day 1 Speakers & Delegates are cordially invited to aNetworking Cocktail ReceptionDay 1 – 11thApril 2011email: fahd.ali@fleminggulf.com, www.fleminggulf.comBooking line: tel: +971 4 6091564, fax: +971 4 6091589
    • 8:00 Registration and Morning Coffee8:50 Opening Remarks from the Chair Kevin Goodburn, Bank Muscat SAOG Head of Customer Experience & QualityEXAMINING THE BEST BUSINESS MODELS FORRETAIL PRODUCTS & CUSTOMER SEGMENTS9:00 CASE STUDY The Great Recession Era – ADCB’s Journey to a Profitable Retail Business• Landscape of the UAE Consumer Banking Market against the GCCConsumer Banking Market• Comparison: ADCB in 2009 and ADCB in 2010• Marketing Campaign and New Products and Services• The Big Shopping Cart – Integration of the RBS Retail Banking Business• Awards, Accolades and Achievements in 2010• The Way ForwardSundar Parthasarathy, Abu Dhabi Commercial BankExecutive Vice President – Consumer Assets and Chief Integration Officer9:30 CASE STUDY The Super Loan Strategy• Diversification of Loan Products and Segmentation• How have the Branch Network and Alternate Channels helped in growingnew business?• Improving the Loan Processing System• Innovation in Web Based Lending Automation• Service and Product InnovationOzcan ERENER, VeriParkGeneral Manager | VeriPark Gulf10:00 Developing a Scalable and Competent Consumer Finance Business Model: The Saudi Arabian Experience• Identifying and Segmenting the Target Market• Developing a Differentiated Business Model• Driving Efficiencies while Managing Risks• Key Drivers for Product Growth• Case StudyZahid H. Hummusani, The National Commercial BankHead of Consumer Finance Sector10:30 Morning Coffee Break, Networking and Exhibition11:00 Future of Credit Cards and Potentials in Mobile Payments• Consumer Credit Cards is under a threat in many global markets due tothe evolution and response of Mobile Payments and Prepaid.• The Internet will change the face of the Payments Landscape in comingyears.• Examining the Best Business Model for Co-Branded Cards in the currentmarket keeping Mobile Payments as its major competitor.• Analysing how Mobile Payments will attract the Youth Market andunderstanding how the Credit Card is being rolled back from the samemarket.• Today’s Ideal Business Model for Mobile Payments.• Risks involved in the world of Contactless Payments.<SPONSOR SLOT>11:30 Remodelling Revolving Credit & Personal Lending – Best Practices• Common trends in the Revolving Credit Business• Where do banks go wrong in issuing Credit Facilities to Consumers?• Examining the current practice of Product Management in Loans andRevolving Credit across the Middle East• Understanding Best and Practical Experience in ensuring a sustainableand lucrative Revolving Credit & Personal Lending business12:00 Building a Unique and Profitable SME Banking Business• Setting the scene – unique socioeconomic challenges• Challenges facing SME’s in a transforming economy• Organizational challenges• From Strategy to Service Models (Segmentation, Service Models, UniqueCVP, Entrenching the sales disciplines)• Measuring Impact• Looking at the next Cycle of Value ExtractionKhaled Dajani, Huron ConsultingManaging Director – Banking12:30 PANEL DISCUSSION – Achieving Business Excellence in Retail Products• Opportunities to buy and invest in a Global Village• The role of Brand Management to drive Business Excellence in ConsumerProducts• How has the modern consumer payment systems been applauded byretail customers?• Mobile Payments: Business Models and Opportunities• Best and Practical CRM Strategy• How important it is to help your customers in their savings andinvestments?• Opportunities for Women Clients in the Middle East marketsFeatured Panelists:Sundar Parthasarathy, Abu Dhabi Commercial BankExecutive Vice President – Consumer Assets and Chief Integration OfficerZahid H. Hummusani,The National Commercial BankHead of Consumer Finance SectorKhaled Dajani, Huron ConsultingManaging Director – BankingAndrew McKechnie, Riyad BankHead of Retail Banking ServicesOzcan ERENER, VeriParkGeneral Manager | VeriPark GulfModerated By:Kevin Goodburn, Bank Muscat SAOGHead of Customer Experience & Quality13:00 Luncheon and Prayer BreakIMPROVISING THE BEST FROM CUSTOMERMANAGEMENT TO OPERATIONAL EXCELLENCE14:00 CASE STUDY Enhancing the Retail Business Model through an Effective Employee Engagement Program• This is not a Training Program!• It’s not about satisfying Customers but satisfying your Employees with thebest work environment is necessary• Employee Engagement as a key driver to Customer Experience andService Quality• How does the program impact on Continuous Process Improvement?• Building more cooperative, respectful and productive business teams andunits• Improving capacity to attract, motivate and retain the top of the toptalents• Significantly develops a “Can Do” attitude that meets the expectations ofyour Business Leaders, Line Managers and AssociatesKevin Goodburn, Bank Muscat SAOGHead of Customer Experience & Quality14:30 Changing the Retail Distribution & Customer Experience Landscape with Web 2.0Shadi A. Eideh, Qatar National BankHead of eServices, Retail Banking Group15:00 Adapting to Social Media – A Prosperous Business Transformation Strategy• Consumer trends shaping the financial services industry• Examples of how financial services companies have adapted to thesetrends• Brand building in the new world of social mediaSivakumar Thangaratnavelu, HSBC AMANAHGlobal Head – Customer Experience15:30 Afternoon Coffee Break, Networking and Exhibition16:00 Centralizing Branch Banking Operations• The importance of Centralized Operations• Making the Branch stick to Sales and Customer Services• Overcoming Challenges in People Management• How can adaptability to Change happen?• How will Centralized Branch Banking Operations maintain efficiency andprofitability<SPONSOR SLOT>16:30 Business Models and Techniques for Service Excellence• The Client Experience – The Key differentiator in Consumer TransactionBanking• From On-boarding to Service – What are Clients looking for?• From Fundamentals to Systems – How can the Bank align itself to deliverExcellence?• What are the benefits from getting it right?• Case StudyKrishna Kumar C, National Bank of EgyptChief Operating Officer17:00 PANEL DISCUSSION – Reinventing Customer Experience• Necessities of Customer Segmentation• Client Centricity as an Engine for Process Improvement & New ProductDevelopment• How to approach Multi-Cultural Customers in Retail Banking?• As the GCC is expat dominant, are there any other means to EnhanceEfficiency in dealing with multi-cultured customers through a Diversifiedworkforce?• How will Retail Banks coupe up in Retaining Customers by EffectivelyEliminating Dissatisfaction?Featured Panelists:Sivakumar Thangaratnavelu, HSBC AMANAHGlobal Head – Customer ExperienceKrishna Kumar C, National Bank of EgyptChief Operating OfficerShadi A. Eideh, Qatar National BankHead of eServices, Retail Banking GroupModerated By:Kevin Goodburn, Bank Muscat SAOGHead of Customer Experience & Quality17:30 Closing Remarks from the Chair – End of Day 2Day 2 – 12thApril 2011email: fahd.ali@fleminggulf.com, www.fleminggulf.comBooking line: tel: +971 4 6091564, fax: +971 4 6091589
    • Day 3 – 13thApril 20118:00 Registration and Morning Coffee8:50 Opening Remarks from the ChairEXAMINING NEW PRODUCT DEVELOPMENT,MANAGEMENT, INNOVATIONS AND SERVICESFOR RETAIL CLIENTS9:00 Innovation and New Initiatives in Saving Investments and Deposits• Growth of the Liabilities Business in the Region• How can Retail Banks build competitive edge throughinnovation within the deposits and savings portfolio?• How will relationship banking help customers in savingtheir money?• Loyalty programs and advertising campaign to build theliabilities and wealth business• Case StudyShekhar Krishnamurthy, Emirates NBDHead – Retail Assets and Liabilities9:30 Retail Global Limits – Building Efficiency• Enhances process efficiency• Cost Control• Wallet sizing• Customer reviewSutanu Gupta, PGDFA, CAIIB, CFA, FRMAnnik Technology Services Private LimitedDirector – Business Solutions10:00 Models, Theories and Tactics of Service Innovation – Going Global from a Regional Level• Pillars of Service Innovation• Views of Innovating Customer Service: A New Frontierto Retail Banking• Conceptual Framework for the Adoption of ServiceInnovation in a Retail Bank• Case StudyKevin Turner, National Bank of Kuwait SAKAGM – Head of Alternate Channels10:30 Morning Coffee Break, Networking and Exhibition11:00 Retail Banking Analytics Outsourcing Strategy• Analytics broad definition and requirements• Talent Management• Data Management• Compliance and Risk• Organizational readiness to accept analytics• Future trends and applications• Case StudyRahul Nawab, IQR Consulting, IndiaCo-Founder11:30 Egyptian Governmental initiatives to widen Retail BankingYehia El Agami, Banque MisrGeneral Manager & EC Member, Head of Retail BankingDivision & MSEs12:00 Cards Portfolio Management – Innovations & Customer Response• Current Card Product Offerings• Marketing & Customer Experience Trends• Customer Segments – Affluent, Commercial, & Mass• Innovations in Card Payments• Best Use Business Models for Cards PortfolioManagement• Co-Branding Stories12:30 PANEL DISCUSSION – Significance of Cross Sell and Up Sell to ensure Client Retention and increase in Sales• Different Customer Segments are keen for differentproducts• Examining Genders – Will the same selling theory applyfor Women as compared to Men• How will Cross Selling help in nurturing the lendingbusiness?Featured Panelists:Yehia El Agami, Banque MisrGeneral Manager & EC Member, Head of Retail BankingDivision & MSEsShekhar Krishnamurthy, Emirates NBDHead – Retail Assets and LiabilitiesKevin Turner, National Bank of Kuwait SAKAGM – Head of Alternate Channels13:00 Luncheon and Prayer Break14:00 Striving for Growth – Best Practices in Retail Banking Sales and Service Channels• Identifying a Customers Wants• Getting the Basics Right in Branches• Revisiting Call Center Strategy and Enhance Call Centerand Online Channel Performance• Mobile Sales Force – Greater Mobility Required• Multichannel Integration – Consumers choose channelson a holistic basis• Bottom Line for Retail Banking Sales – “What Clicks andKicks!”15:00 Close of the Conference & Closing Remarks from the Chair Farewell coffee and networkingI would like to thank everyone who has helped with theresearch and organization of this event, especially thespeakers for their support and commitment.Fahd Ali Akmal, Senior Conference Producerfahd.ali@fleminggulf.comRobin Joe, Director – Business Developmentrobin.joe@fleminggulf.comemail: fahd.ali@fleminggulf.com, www.fleminggulf.comBooking line: tel: +971 4 6091564, fax: +971 4 6091589
    • SPEAKER & GUEST PANELIST PROFILESuvo Sarkar, National Bank of Abu DhabiGeneral Manager, Consumer & Elite BankingSuvo Sarkar is a senior consumer banking professional with over 23 years ofmulti-functional experience with five leading banks in Asia and the Middle East.Suvo has recently taken over as the general manager for National Bank of AbuDhabi‘s consumer banking group, inclusive of the Elite Banking segment for affluentcustomers. NBAD is the largest bank in UAE by market capitalisation and has over100 branches and 360 ATMs in the country. Prior to his current role, as the generalexecutive vice president responsible for the retail banking business of Emirates NBD,Suvo spearheaded the integration of Emirates Bank and National Bank of Dubai tocreate a retail business with nearly a million customers and revenues of over USD800 million. The integration of products, processes and systems was completed inNovember 2009, and the bank won the “Best Retail Bank in the Middle East” award.Suvo has previously worked as country head of retail banking for National Bank ofDubai where he established a profitable retail business from scratch, earned marketleadership in mortgages and retail deposits, and won for the bank the Asian Banker“Best Retail Bank in UAE” award in 2007. Suvo has over 18 years in experience with3 multinational banks - Citibank, ANZ Grindlays and Standard Chartered. His lastposition in Standard Chartered was regional head of wealth management for MiddleEast and South Asia. Prior to this, as country head for Standard Chartered’s consumerbusiness in Indonesia, Suvo helped treble the bank’s balance sheet through the Asiancrisis, and established successful retail lending and wealth management businesses.Suvo has extensive experience in all areas of consumer banking – from retail lendingand credit cards to mortgages and wealth management. In the early part of hiscareer, he has worked as functional head for areas as diverse as branch banking,direct sales and marketing to product management, service quality and segmentmanagement. He has worked in India, UAE, Bahrain, Indonesia, Thailand and SriLanka. Suvo has a graduate degree in engineering and is an MBA and gold medalistfrom the prestigious Indian Institute of Management. He is a qualified investmentconsultant and has trained at INSEAD and Oxford University. He speaks regularly atglobal and regional conferences on retail banking, and is a media spokesperson onindustry trends. He has recently relocated with his family to Abu Dhabi.Sanjoy Sen, Citibank NAConsumer Bank Head – Middle East, Pakistan and North AfricaSanjoy Sen is Citibank’s Consumer Banking Head for the Middle East Region andCountry Business Manager for Citibank’s Consumer Bank in UAE. His responsibilityincludes Credit Cards, Consumer Finance and Lending, Branches, WealthManagement, Insurance and Local Commercial Banking. Sanjoy is an experiencedbanker and consumer finance professional with over 20 years of experience inemerging markets including India, China and the Middle East. Prior to his currentrole, he was the Chief Operating Officer and Retail Banking Head and for CitibankChina. Before that he held various senior management roles in Citibank Indiaincluding as Retail Banking Head for Citibank India and as CEO of Citicorp Maruti,a joint venture between Citibank and Suzuki which pioneered automobile financein India. He has worked extensively in strategy and execution of M&A activities forCitigroup in various Asia Pacific markets. Sanjoy has a graduate degree in ElectronicsEngineering. He is a MBA and marketing gold medalist from the Indian Institute ofManagement and has management training from Harvard Business School. He is aguest speaker at various forums including the London Business School.Ajay Makhija, SAMBA Financial GroupGroup Head – Consumer BankingAjay Makhija joined Samba Financial Group as the Group Head of ConsumerBanking in February 2006. Prior to joining Samba, he worked with Citigroup inIndia, Africa and Asia Pacific in a variety of Senior Management roles for over 16years. Ajay was the Regional Director & Head of Liabilities of Citibank Asia Pacific,covering 14 countries based out of Singapore. He also led various global businessteams in evaluating inorganic growth opportunities in Asia Pacific. Prior to that hewas Country Business Manager for Citibank in Egypt and Citibanking Head for India.Currently, Ajay is managing the Consumer Franchise for Samba including RetailBanking & Wealth Management, Consumer Loans & Credit Cards, Mortgage andRemittance Business streams across Saudi Arabia, UAE, Pakistan & new markets.Ajay is also a member of Board of Directors of SambaCapital. SambaCapital is anindependent provider of world class investment products in the areas of InvestmentBanking (Equity Capital Market, Debt Capital Markets and M&A advisory), Assetmanagement & Brokerage for individual customers, corporate entities, financialinstitutions and government entities. Ajay holds a bachelors degree in Engineering(Honors - Mechanical) and was awarded the Delhi University Gold Medal for his MBAfrom the Faculty of Management Studies.D Anand, Al Rajhi BankGeneral Manager, Retail Banking GroupAnand, has been with Al Rajhi Bank since August 2003 and was appointed GeneralManger of Retail Banking Group in Al Rajhi Bank in July 2007. He is responsible forshaping the short and long term strategy for the Retail Banking Group. Prior to hiscurrent assignment he has held senior management roles in the Consumer Assetbusiness and Operations department within Al Rajhi Bank. Anand has 20 years ofRetail Banking experience with exposure to banking practices in countries across theCEMA region. He has rich experience in setting up green field projects in bankingwhich include new bank set ups, off shore outsourcing practices and banking affiliateset ups. Prior to joining Al Rajhi, he served as a Vice President in Citigroup, where heworked for 13 years. Anand holds an MBA degree with specialization in Marketingand Systems.Louis Anthony Scotto, Doha BankHead of Retail BankingLou Scotto has spent 37 years in retail banking. He is currently the Head of RetailBanking for Doha Bank in Qatar where he is responsible for all retail businessesin Qatar, U.A.E., Kuwait and for Doha Islamic, the bank‘s Islamic banking arm.Lou started his career with Citibank in 1974 and was instrumental in developingCiti‘s retail banking business in the U.A.E., Saudi Arabia, Greece, Turkey and Italy.With almost 20 years of experience in the GCC, Lou has worked at Riyad Bankand was responsible for creating the world class retail banking franchises at bothNational Bank of Kuwait and Emirates Bank. He was a Board Member of NetworkInternational and Diners Club and has served on advisory committees for Visaand currently NCR. Mr. Scotto attained his B.S. and M.S. in Management fromRensselaer Polytechnic Institute in New York and has an Executive ManagementCertification from the Wharton School. Lou is married with one adult daughter.Tamas Erni, Loxon Solutions LtdPartnerTamas Erni is partner in LOXON solutions Ltd. He has graduated from finance onthe Budapest University of Economic Sciences. He started his career by RaiffeisenBank Hungary in 1999. Later he worked for Ecostat Institute at the HungarianStatistical Office in developing macroeconomic forecasting models. He has moved toLOXON in 2001 and became responsible to build up the business consulting teamof LOXON and managing several projects in transforming bank’s lending operationsand risk management procedures (collateral management, rating/scoring, lendingsystems and Basel II preparation projects throughout the EMEA region), contributingto LOXON becoming the market leader in the CEE region’s risk managementand lending software market. Tamas has collected a wide range of experience inseveral markets in a number of countries working as principal consultant on severaloccasions. Based on this experience he was nominated to the position of partner in2005 and is responsible for product development strategy and leading the sales andbusiness development team of LOXON with special attention to developing LOXON’soperation in the Middle East and Africa regions.Sundar Parthasarathy, Abu Dhabi Commercial BankExecutive Vice President – Consumer Assets and Chief Integration OfficerP.Sundar started his career in Times of India & thereafter has worked with severalesteemed organizations such as Times Bank (merged with HDFC bank), Abn Amrobank, ICICI bank, Mashreq bank & now currently with Abu Dhabi Commercial Bank(ADCB). He has managed variety of functions – product management, Sales channelmanagement, event management, branch banking, assets & liability portfolio. He iscurrently the executive vice president & CIO managing consumer assets of over AED17bn & the RBS integration.Zahid H. Hummusani, The National Commercial BankHead of Consumer Finance SectorZahid H. Hummusani is Head of Consumer Finance Sector at National CommercialBank, Kingdom of Saudi Arabia. With over 25 years of experience in the bankingindustry, Zahid has previously held roles with Riyad Bank and Al Rajhi Bank. Zahidjoined National Commercial Bank in 1998 and has since served as Head, AlternativeChannels and Head, Branch Network Finance Division. Zahid was appointed to leadthe Consumer Finance Sector in April 2010 and is responsible for providing loans,mortgages, cards and auto-leases to one of the largest customer bases in the region.Kevin Goodburn, Bank Muscat SAOGHead of Customer Experience & QualityA ‘street-wise’ experienced business executive with a broad yet deep level ofexperience in most of today’s core functions in a typical service climate. Nowspecialized and focused exclusively on Customer Experience Management, applyingthe principals, processes and the ethos of CEM across 2 significantly differingindustries. To fully support this, a firm background in core Customer Service, ProcessImprovement methodologies and business transformation hieroglyphics. Emanatingfrom a military background, transported into the global world of Logistics at DHL,beginning on the lower rungs of the ladder as a Courier, culminating in the elevationto a Regional Manager level responsible for Customer Service in 89 countries. Now,after being recruited into the financial services sector, applying proven successfulstrategies, programmes and initiatives in a new and challenging service climate, toensure a world class customer experience is delivered throughout all channels withinour bank.email: fahd.ali@fleminggulf.com, www.fleminggulf.comBooking line: tel: +971 4 6091564, fax: +971 4 6091589
    • SPEAKER & GUEST PANELIST PROFILESivakumar Thangaratnavelu, HSBC AMANAHGlobal Head – Customer ExperienceAs Global Head of Customer Experience for HSBC Amanah, Siva drives thedevelopment and implementation of the customer experience strategy across allthe Amanah geographies. He plays a key role in the identification of next practicesin the area of financial services marketing while driving consumer insights in thebusiness decision making process. Siva has over 17 years of experience with expertisespanning market research, customer database analytics, segment management,marketing communications, brand and product management. Siva has moved fromthe US where he was the Senior Vice President, Corporate Marketing for HSBC NorthAmerica. Siva has spent over 11 years in the Middle East, with his last role being theRegional Head of Assets and Liabilities for HSBC Middle East. Prior to joining HSBC,Siva has diverse industry experience having worked for Etisalat, MashreqBank andGallup India Ltd. An engineering graduate with a Masters in Business Administration,Siva is also an Associate of Chartered Institute of Marketing. An active member of themarketing community, Siva is a member of the Marketing Leadership Council and theDirect Marketing Association in the United States, judged the Effie Advertising Awardsin the US and a regular speaker at branding and strategic marketing conferencesacross the world.Sutanu Gupta, PGDFA, CAIIB, CFA, FRMAnnik Technology Services Private LimitedDirector – Business SolutionsSutanu has 12 years of experience in Credit Risk Management and implementationof Risk Solutions such as Basel II, Enterprise Credit Risk System and Enterprise GlobalLimits System. Sutanu has worked in various geographies including working withtwo of the largest banks in the Middle East, where he has worked in the capacityof implementing Basel II and Enterprise Limits and Risk Systems. Sutanu is currentlyDirector of Business Solutions with Annik Technologies Services Private Limited.Rahul Nawab, IQR Consulting, IndiaCo-FounderRahul Nawab, Co-founder of IQR Consulting, is an analyst at heart and byprofession. He has held increasingly senior roles in the analytics industry. Businessstrategies created by Rahul has had significant bottom line impact on increasingthe profitability of the banks he has worked for. Throughout his career, Rahulled and co-founded several companies and held a variety of senior managementroles, which has given him the breadth of experience across a wide spectrum ofverticals. Prior to founding IQR Consulting, Rahul held several positions where heearned strong experience in credit card industry, medical transcription industry andbanking industry. He has worked with U.S Bank, Capital One and Think Nirvanain USA. A strong leader and organizer, Rahul Nawab holds master degrees in bothManagement and Wood and Paper Science from North Carolina State University andbachelor degree in Chemical Engineering.SPONSOR PROFILEKnowledge Partner: Ernst & YoungErnst & Young is a global leader in assurance, tax,transaction and advisory services. Worldwide, our141,000 people are united by our shared values andan unwavering commitment to quality. We make a difference by helping our people,our clients and our wider communities achieve their potential. Ernst & Young refersto the global organization of member firms of Ernst & Young Global Limited, each ofwhich is a separate legal entity. Ernst & Young Global Limited, a UK company limitedby guarantee, does not provide services to clients. For more information about ourorganization, please visit www.ey.com. The Middle East and North Africa (MENA)practice of Ernst & Young has been operating in the region since 1923. For over 85years, we have evolved to meet the legal and commercial developments of the region.Across MENA, we have over 4,200 people united across 21 offices and 16 countries,sharing the same values and an unwavering commitment to quality. We make adifference by helping our people, our clients and our wider communities achieve theirpotential.Gold Sponsor: Loxon Solutions Ltd.Loxon Solutions Ltd. (Loxon) – founded in 2000 - is a riskmanagement software company offering integrated lendingand risk management software solutions for covering theentire lifecycle of the lending products for the financialservices industry. The company is based in Hungary and it is present in CEE, CISand MEA countries with several subsidiaries. The core value of Loxon is the strongcapability of business and technology innovation in the field of lending, collateralmanagement, rating/scoring, collection and portfolio based risk managementincluding Basel II calculations, keeping the company continuously a step forward ofcompetitors. Understanding banking business and risks gives the unique capabilitiesof Loxon among software vendors and enables Loxon to offer market leadingsolutions.Premium Silver Sponsor: VeriParkVeriPark is a software house specialized in providingmulti channel delivery and CRM solutions tofinancial institutions. The company employs 130staff and it is headquartered in Istanbul and has branch offices in Dubai and Cairo.The company has specializations in the following areas:• Internet banking, call center, kiosk and mobile banking applications• CRM implementations for new customer enrolment, 360 single view, branch tellersolutions• Loan origination solutions for banks and consumer financing companiesVeriPark is a Microsoft Gold Partner and received the “2010 Dynamics Partner ofthe Year Award” in the world for Financial Services Industry.VeriPark’s customersare Dubai Bank, Dubai Islamic Bank, Lebanon Gulf Bank and many other banks inTurkey.Silver Sponsor: Huron ConsultingHuron Consulting Group is a US-based, publicly tradedcompany (NASDAQ: HURN) with over 2,000 consultantsand an annual revenue in excess of $600 million. HuronConsulting Group redefines the traditional consulting experience by offering awide range of higher quality business consulting services pursued by top industryprofessionals. Our team includes a number of bi-lingual professional bankers withexperience gained at international and regional banks combining industry bestpractices with local and regional culture and approach to assure success in all relatedinitiatives. Our approach to consulting is practical. We provide simple, implementablesolutions and involve our team in the implementation to assure maximum value forour clients. Huron’s Consulting Services deliver direct impact on the growth and therevenue generation of banks and financial institutions by improving:• Sales• Service Excellence• Organization• Operations• Controls• TechnologySilver Sponsor: NaMax DIBringing experience from the World’s leading financial market,NaMax DI has devised powerful analytical methods to help youunderstand your customers, your portfolios and your productsinstantly. Using unique, intuitive tools, NaMax’s Mosaic Suite cangive you unparalleled insight and understanding into the issues facing 21st centuryretail banking.www.namaxdi.co.ukBronze Sponsor: Annik Technology Services Private LimitedAnnik Technology Services Private Limited is a providerof Banking products, BI & Analytical Services and MarketResearch Services. Annik believes in “Solutioning tofit Client needs” based on “implementable consultingservices”. Annik has a strong banking domain expert team which contributes tothe banking products and services. Our Banking Products draws on many yearsof experience of some recognized bankers who have implemented such bankingproducts worldwide. With our deep global research and rich experience, we havepartnered with world’s leading companies to utilize cutting edge technologies &established processes for high performance and high quality.Annik’s BFSI value proposition covers:• Banking products dealing with Credit Management System in the banking book(Customer Master, Credit Origination, Documentation Management);• Implementation partner of leading Market risk and Treasury system of the world;• Operational Risk Solutioning through products in Risk Self Assessments andIncidence reporting system and Operational risk dash boards• Analytics services covering both consumer analytics and risk analyticsWe have our corporate headquarters in Gurgaon, India, with other locations inHyderabad, Dalian, Tokyo, Paris, Seattle, Boston, Abu Dhabi and Warsaw providing24x5 operational supports with global language and market coverage.Annik has invested heavily in Quality processes and ensures that the entire projectlifecycle goes through stringent quality measures to achieve high client satisfaction atevery stage.Conference Sponsor: IQR ConsultingIQR Consulting with offices in US and India is a Data Analytics andSoftware Development company. IQR Consulting has grown rapidlywith 60+ employees in 2 yr and its expanding client base includesFortune 500 companies. Our Technology Solutions and BusinessAnalytics Services are for organizations in verticals like FinancialServices with major focus on Banking and Credit Card strategy development &business consulting.Conference Exhibitor: J.A.J ConsultantsJ.A.J. Consultants specializes in asset valuation andmanagement and strategy consulting for a wide varietyof areas including real estate and industrial businesses.The firm has been providing these services for over 30 years to a very large numberof local and multinational clients including banks, accounting firms, real estatecompanies and industrial concerns. The firm‘s international operations are generallyconducted through its DSO licensed arm ValuStrat Consulting LLC.email: fahd.ali@fleminggulf.com, www.fleminggulf.comBooking line: tel: +971 4 6091564, fax: +971 4 6091589