Sanjoy Sen Asia Pacific Retail Banking Conference-Jan 2013Document Transcript
visit our website:www.fleminggulf.comStrategic Partner: Media Partners:Endorsed by:Gold Sponsor:Arif Siddiqui | Standard Chartered Bank, MalaysiaCIO, Standard Chartered Bank Malaysia & Group CIO IslamicBanking Standard CharteredJohn Howard Medina | Philippine National Bank,PhilippinesSenior Vice President, Head of Global OperationsSanjoy Sen | ANZ, SingaporeManaging Director, Retail Banking for Asia PacificPankaj Narain | Deutsche Bank AG, IndiaDirector and Head Private Clients, Banking & InvestmentsPatrick Maes | ANZ, AustraliaChief Technology Officer and General Manager, Technology Strategy& Enterprise ArchitectureVirat Diwanji | Kotak Mahinder Bank, IndiaExecutive Vice President & Head Branch BankingRobert Jan Van Pelt | Maybank, MalaysiaExecutive Vice President, Head of BancassuranceMr. Jimmy Koh Chew Teck | United Overseas Bank Group,Singapore | Head of Research and investor relationsRonnie Lim | AllianceCountry Head Consumer BankingShan Li Tay | CIMB, MalaysiaDirector, Internal Communications & Internet StrategiesKelvin Poon | Industrial and Commerical Bank of China,Hong kong | Regional Marketing Director, International CardsRico Frans | Bank Mandiri, IndonesiaSVP Electronic Banking GroupKarthik Chandrasekaran | Standard CharteredBank,Singapore | Global Product Manager-Mobile Banking andInnovation, Group Remote BankingMudit Saxena | VPBank, VietnamRetail Banking Advisor to the boardHari Baskaran | Axslogic Pte. Ltd, SingaporeCEOAananth Solaiyappan | Standard Chartered Bank, Singapore,Global Product Head - Mobile Banking & InnovationAlan Wee | Hong Leong Bank MalaysiaChief Group Branch Network OfficerKen Chew | DBS Bank, Hong KongSVP, Head Cards & Unsecured LendingKelvin Poon | Industrial and Commerical Bank of China, Hongkong | Regional Marketing Director, International Cards29 – 30 January 2013, Singapore- Achieving A Fully Engaged BankSpeaker PanelAdvisory PanelEvent Benefits3rdAnnualRetail Banking Asia Pacific Gain insights into the developments of retail banking marketof Asia Understand how to managing change through channelinnovation Move from transactional to relationship banking Service customers and increasing satisfaction through socialmedia Tap into the virtual world opportunities and use the digitalmedium effectively Leverage customer engagement for business growth throughBranch Learn to utilize the potential of “branch” and maximise cross-selling Boost profitability by venturing into new products Tune to digital channels to build relationships and cross-sell Delivering a balanced scorecard for Retail Banking excellenceThe Monetary Authority of Singapore (MAS) administers FinancialTraining Scheme (FTS) grants to financial sector organisationsthat sponsor eligible Singapore based participants to trainingprogrammes that meet qualifying criteria. For more details, pleasevisit www.mas.gov.sg, or contact the MAS via email@example.com.
Event Introduction2011 DISTRIBUTION OF PARTICIPANTSJOB TITLECountry Breakdown Snapshots past AnnualRetail Banking Asia Pacific seriesCross-continental Eventin Retail BankingINNOVATION, CUSTOMER CENTRICITY AND PERSONALISATION are the watchwords for best-in-class retail banking businesses in Asia Pacific today. Banks in AsiaPacific have moved beyond rate cuts and other pricing tactics. They are trying to keep up with increasingly technology-attuned Asian customers by leveraging on newtechnology to deliver mobile and internet banking capabilities, improving loan turnaround times and shortening banking queues.This change in the financial landscape has brought forth new challenges in deepening customer relationship; selecting and implementing strategies in the digital space;equipping operational staff to prepare for tomorrow and many more.The 3rdAnnual Retail Banking Asia pacific conference aims to address these challenges and at the same time analyze the present status and current trendsthat are influencing the growth of the retail banking sector. On the whole this conference will provide a platform to share ideas to create a fully engaged banking experiencethrough seamless integration of multiple channels for an ultimate customer experience.Testimonials from our Previous Retail banking ConferencesThank you for this. Indeed, very insightful and useful feedback. I enjoyed the conferenceand congratulations for having a wellorganised conference!Senior Vice President and Head of Offshore Banking | The Hong Kong andShanghai Banking Corporation LimitedIt was wonderful meeting you guys in Singapore. The conference was brilliantlyorganised and well managed. Thank you for the opportunity.Head of Portfolio Management | Credit Cards, HDFC Bank (India)Detailed information and very tight agenda. Many case studies and many differentcountry experiences. It was very useful!Head of IT | Kuveyt Turkish Participation BankI want to congratulate you on the success of the conference. It was a very usefulexperience for me and as I can see from the results, most of the delegates have receiveda lot of useful information at the conference. Hope to see you soon!Member of the Management Board, Executive Director Retail Banking | DSK BankWHO MUST ATTENDCEO, COO, CFO, CMO, CIO, Senior Vice President, Group Heads, Directors, Managing Executive, Senior Executive, General Manager, Senior Manager, GlobalHead/ Head of: Branch Banking, Priority Banking, International Retail Banking, RemoteBanking , Business Banking, Direct Banking, Electronic Banking, Personal FinancialServices, Wealth Management, Private Clients, Consumer Finance, Retail Portfolio Management, Retail Assets, Secured Lending, Unsecured Lending, Retail Sales, BranchManagement, Delivery Channels,Retail Distribution, Alternate Channels, Retail Product Development, Retail Product Risk, Affluent, SME, Retail Strategy, Retail Marketing,Personal Finance, Customer Experience, Retail Business Development and Retail Operations.OF Retail Banking | Personal Banking | Consumer Banking | Individual BankingCxO 19%ED and Head of Retail 31%Senior VP & VPs 30%HODs and Managers 21%Singapore 43%Malaysia 18%India 5%Hong Kong 6%Philliphines 13%Indonesia 13%Australia 2%ConferenceHighlights 20+ expert speakers 7 Interactive Panel Discussion Guru Panel comprising of CxO‘s fromdistinguised banks 20+ resourceful topics Talior-make your sessions as conference isdivided into 2 streams 5+ Networking hoursEuropeAfricaMiddle EastAsia Pacificemail: firstname.lastname@example.org, www.fleminggulf.comBooking line: tel: + 603 2141 5319, fax: + 603 2141 5350
Day 1 | Tuesday, 29thJanuary, 20138:30 Registration and Coffee9:00 Welcome Note from the ChairmanTODAY’S RETAIL BANKING LANDSCAPE ANDROAD-MAP FOR TOMORROW9:10 Asian economies in 2013, and how Asian banking willshape up?• Resilience of Asian economies: Cyclical or Structural?• Rise of affluence, and intra-regional trades: How they impact Asianbanking?• Changing dynamics of global banking: Where Asian banking stands?• Questions and answersJimmy Koh Chew Teck | United Overseas Bank GroupHead of Research and investor relations9:45 Emerging trends in Retail Banking in Asia Pacific• Industry Dynamics & Competitive Landscape• Divergent market structures and returns• Implications and anticipated changes• Emerging digital eco systems and Impact of New Technology• Disruptive New Entrants• Way ForwardSanjoy Sen | ANZ, SingaporeManaging Director, Retail Banking for Asia Pacific10:30 Guru Panel• What customer experience and channel innovations is are required?• How can banks generate revenue in the digital world• Product customisation and tailored services for premier customers• Business expansion and growth opportunities in the retail marketRonnie Lim | Alliance, MalaysiaCountry Head Consumer BankingArif Siddiqui | Standard Chartered BankCIO and Group CIO Islamic Banking CEO Scope InternationalJohn Howard Medina | Philippine National BankSenior Vice President, Head of Global OperationsSanjoy Sen | ANZ, SingaporeManaging Director, Retail Banking for Asia Pacific11:00 Morning Break and Networking SessionENGAGING WITH TOMORROW’S CUSTOMERS11:30 Moving from Transactional to Relationship Banking• Acknowledging the link between Service Quality and CustomerRelationship Profitability• Noting how customers perceive service quality• Utilising the branch to maximize cross-selling potential• Questions and answersVirat Diwanji | Kotak Mahindra BankExecutive Vice President & Head Branch Banking12:05 Automation of Sales Force• Current business environment and trend on Automation for SalesForce• Challenges to the bank ,what and how to take forward to meetcustomer expectation• Innovative concept for Sales force• Conceptual knowledge sharing• Questions and answersArif Siddiqui | Standard Chartered Bank, MalaysiaCIO, Standard Chartered Bank Malaysia & Group CIO IslamicBanking Standard Chartered12:40 Analytical Challenges in Retail Banking• Potential Pitfalls - Resources - Cost - Process• Product Solution - Benefits of productising - What to watch out for• Questions and AnswersHari Baskaran | Axslogic Pte. Ltd, SingaporeCEO |13:10 Networking Luncheon14:10 Panel Discussion: Delivering a balanced scorecardfor Retail Banking excellence• Improving internal and external communications• Understanding the critical domains of operational excellence andhow well are banks performing in them?• Revisiting Operational Excellence Procedures in Retail Banking• Significance of Continuous Process Improvement• The latest developments in consumer digital behaviour and theconsequences for retail bankingPanelists:Virat Diwanji | Kotak Mahinder BankExecutive Vice President & Head Branch BankingPankaj Narain | Deutsche Bank AG, IndiaDirector and Head Private Clients, Banking & InvestmentsLEVERAGING CUSTOMER ENGAGEMENT IN THEVIRTUAL WORLD14:50 Tuning to Digital Channels to build relationships andcross-sell• Strengthening customer relationship whilst reducing cost throughdigital communication• Effectively communication : better services to the customers andengaging them in other products• Responding to complaints and handling queries through socialnetworks• Question and answersJohn Howard Medina | Philippine National BankSenior Vice President, Head of Global Operations15:30 Afternoon Refreshments and Networking Session16:00 How the mobile banking channel is evolving inIndonesia• The progress of mobile banking in Indonesia• The role of Bank Mandiri in Indonesia‘s banking business• The future of mobile banking in Indonesia and its potential• Questions and answersRico Frans, Bank Mandiri | IndonesiaSVP Electronic Banking Group16:40 Insights on mobile payments technology• The mobile payments journey : how has it evolved, the variousstakeholders involved, what has worked and what has not worked• Market trends in mobile payments and its implication for Banking• Role of banks in the evolving mobile payments ecosystem• Questions and AnswersKarthik Chandrasekaran | Standard CharteredBank,Singapore | Global Product Manager-Mobile Bankingand Innovation, Group Remote Banking17:20 Closing Remarks from the Chairman17:30 End of Day OneNetworking Cocktail Receptionemail: email@example.com, www.fleminggulf.comBooking line: tel: + 603 2141 5319, fax: + 603 2141 5350
Day 2 | Wednesday, 30thJanuary, 20138:30 Registration and Coffee9:00 Welcome Note from the ChairmanACHIEVING A FULLY ENGAGED BANK9:10 CASE STUDY How to remain competitive in today’schanging environment• *Ability to engage customers at any life stage• *Continuous building of total product suite and propositions• *Aligning front-line sales and service model with a ‚balancedscorecard‘ to deliver superior customer experience, productivity andmeeting bottom lines• *Closing the loop with loyalty rewards - from solo productrecognition to total banking rewards.• *Questions and AnswersRonnie Lim | Alliance, MalaysiaCountry Head Consumer Banking9:50 Social media and the engaged banking customer• Building relationships and understanding the needs of the 21stcentury customer• Challenges of marketing and communicating via this new channel• A view on returns from social media• Questions and AnswersShan Li Tay | CIMB, MalaysiaDirector, Internal Communications & Internet Strategies10:30 Morning Coffee and Networking11:00 Lessons learnt from CEM and multi-channel bankingvoyage• Effective Banking Strategies: moving customers from satisfied toloyal and then to advocate• Reviewing Cross Channels, Cross Touch-points & Cross Life-Cycles• Psychology of Consumer Behaviour• Questions and Answers11:30 Panel Discussion: Building an organisation which iscustomer-centric• Customising products• Improving cross channel distribution• Shifting gears from ‘likes’ and ‘follow me’ to more meaningfulonline bankingJoven Hernandez | Philippine National Bank,PhilippineExecutive Vice President – Head of Retail Banking GroupShan Li Tay | CIMB, MalaysiaDirector, Internal Communications & Internet StrategiesBOOST PROFITABILITY BY WIDEN YOUR BANK’SPRODUCTS12:10 Bancasurance 2.0: sustainable growth in a multiaccess environment• How to optimize the distribution mix• accelerate direct and online distribution• creating a presence in social media• where does this leave the traditional distribution channels?• Questions and answersRobert Jan Van Pelt | Maybank, MalaysiaExecutive Vice President, Head of Bancassurance12:50 Networking Luncheon14:00 Wealth Management - An opportunity for RetailBanks in India• The Evolution of the Indian Middle class as Retail clients• The emerging needs for Wealth Management• The evolution of the Wealth Management business within RetailBanks, and• The future of Wealth Management in Indian Retail Banks• Questions and answersPankaj Narain | Deutsche Bank AG, IndiaDirector and Head Private Clients, Banking & InvestmentsENGAGING THE CONTACTLESS CUSTOMERS14:40 Unique innovative card products in China• Dual card association branded card products• Multi co-brand card product• Mobile payment vehicle – Lakala• Questions and answersKelvin Poon | Industrial and Commerical Bank ofChina, Hong kongRegional Marketing Director, International Cards15:20 Afternoon Refreshments and Networking Session15:50 How to Be the Bank of Choice?• Reasons why Customer Needs change• How Customers Drive Today‘s Markets• CEM: Integrated Business & Operational Support Systems (BSS/OSS)• Questions and AnswersMudit Saxena | VPBank, VietnamRetail Banking Advisor to the board16:50 Panel Discussion: Preparing today for theoperations of tomorrow• What innovations are driving further operational efficiency• The right mix of products, services, and expertise• How are mobile, social media and changing customer behaviorshaping operations?17:30 Closing Remarks from the Chairmanemail: firstname.lastname@example.org, www.fleminggulf.comBooking line: tel: + 603 2141 5319, fax: + 603 2141 5350