Alejandro Garcia Monterde Guest Speaker EFMA Paris 2011

1. Conference
Best practices in retail financial services
more information on www.efma.com
Credit risk and
debt management
Managing change in consumer credit and debt behaviour
Paris, 17-18 February 2011
www.efma.com/risk

2. Efma is delighted to announce this new conference. Its aim is to provide senior debt and
credit management delegates with tools, solutions and innovative "recession-proof"
strategies that will minimise losses and write-offs, whilst maximising collections from SMEs,
corporates and retail customers. The current climate gives banks an opportunity to
increase their operating efficiency whilst getting closer to their customers.
The conference topics will include:
• Consumer behaviour: It is important to understand consumer behaviour in relation to
debt, lending and collection practices. The conference will explore the following
aspects: consumption culture, stress evaluation through behavioural parameters and the
consumer-bank relationship.
• Regulation: Financial institutions need to improve social responsibility, respond to the role
of the regulator and enhance the management of loan portfolios and lending criteria.
• Communication channels: There is a need to improve customer engagement through
more effective communication, including the use of emerging and interactive channels.
Other important issues include:
• The influence of the crisis: the latest trends in risk, recovery and renewal, the future for
consumer credit, new rules and regulations, managing risk and credit growth, and
credit product pricing strategies.
• Collection strategies: the development of new pre-collection and early collection
strategies, the use of IT and tactics for tightening collections throughout the
debt lifecycle.
• Credit risk: managing and measuring risk, building longer term value and
resilience, re-engineering risk management systems and identifying and
managing potentially risky customers.
The conference will include insights into the latest industry research, ideas, case
studies, trends and forecasts. ■
Credit risk and debt management
Managing change in consumer credit
and debt behaviour
C O N F E R E N C E
www.efma.com/risk

3. Uttiyo Dasgupta
Regional Head of Retail Risk
HSBC Bank
United Kingdom
Global risk, recovery and renewal: are we there yet?
- The latest economic update
- Building regulation to drive further transparency
- Lending and social responsibility for financial institutions
- Implications for consumers (future credit and risk management) and further steps to take
Javier San Félix Gracia
Executive Vice President
Santander Consumer Finance
Spain
Same universe, different view: "post-crisis" economic journey of consumers
- Have we seen the best days of consumer credit?
- Maintaining your geographic product foothold
- Introducing new safety measures: the risk bible
- Strategic market positioning in a changing market
Christoforos Chatzopoulos
Director
Head of Consumer Lending
National Bank of Greece
Greece
The right technology for enhanced portfolio management and consumer
engagement strategies
- How to improve portfolio performance, reduce delinquency, FTE and other expenses
- Data quality and the use of external data to assess default risk
- Pre-emptive customer notification and minimising losses on high risk customers
- Enhanced customer service for potential high risk customers
- Using technology and automation to enable improved portfolio management
- Future innovations in responsible lending and green banking alternatives
Ayhan Akay
Consumer Loans
Risk Analysis Manager
Garanti Bank
Turkey
How to keep up with marketing: a risk manager's point of view
- Emerging channels for customer engagement
- Interactive channels which significantly leverage credit performance
- Reaching non-customers by interactive marketing through online and mobile channels
- Targeted credit offers via alternative delivery channels
- Expanding the total return on credit applications
- Additional profit through cross-selling and conversion
- New opportunities: mobility and location-based services
Mayoor Patel
Head of Legal
Unsecured Lending
Lloyds Banking Group
United Kingdom
What are the new rules and regulations for consumer credit in a
changing financial world?
- Latest regulatory update: global and local legal framework
- Status on the consumer credit directive for European banks
- Managing debt and debt recovery collection
- Who will be the winners and losers within the credit sector?
Mehmet Ali Savas
Head of Internet and
Mobile Banking Marketing
Türk Ekonomi Bankası
Turkey
Convenience and product innovation: managing risk and credit growth
through mobile branding strategies
- Are nice ideas and good business models still enough?
- Service excellence and brand positioning: an uphill struggle
- Product pricing and channel distribution
- Innovation across distribution channels: from social media to traditional methods
- Finding the right market conditions for the successful roll-out of new products
- Consumer education and responsibility: making it happen
www.efma.com/risk
Thursday 17 February 2011 Morning
Leadership beyond turbulent times
New channels as a driver for innovation in credit business
Mapping out a new debt and credit landscape

4. William DellaVedova
Head of Credit Portfolio
Optimization & Limits
Quantitative Credit Risk Strategies Unit
UniCredit Group
Italy
New lending and linking risk appetite to future business goals
- Concrete deployment of the risk appetite
- Responsible lending and coping with over-indebtedness
- How to assess risk throughout the organisation
- Developing more sustainable and lower risk lending policies
- Restructuring operations to facilitate tighter risk controls
Thursday 17 February 2011 Afternoon
Christian Eggers
Managing Director
Global Credit Products
Deutsche Bank
Germany
Is your current credit risk framework sufficient? Building longer term
value and resilience
- Establishing a comprehensive portfolio evaluation framework
- Building a distinct set of KPIs to monitor the performance of credit portfolio
profitability in the retail banking segment
- Developing a value based steering concept as a basis for risk adjusted pricing
and generating profitable new business
- Importance of deriving concrete actionables and focusing on execution
Jaidev Janardana
Senior Director
Risk Operations
Capital One
United Kingdom
Assessing and managing potentially risky customers
- The difficulty of assessing risk
- Defining "good" and "bad" customers in the current economic climate
- How to keep "good" customers and purge "bad" customers
- Helping consumers cope with dramatic changes in circumstances
- New approaches and critical triggers for intervention
Alejandro Garcia Monterde
Head of Risk Management
Capgemini Consulting
Austria
Understanding the SME sector to optimise credit decision
- Analysing the scope and resilience of the SME sector
- The centralisation and specialisation of debt collection
- Identifying division of responsibilities between front office and risk management
- Automation and small vs. larger debts
- Rule-driven processing
Credit risk modelling, measurement and management
Credit scoring and new segmentation levels
This conference will be chaired by
Jean Coumaros Matthew Sebag-Montefiore
Partner Partner
Oliver Wyman Oliver Wyman
France United Kingdom

5. Alex Oliver
Director
The Futures Company
United Kingdom
The aftermath of the "consumption culture" and engaging with a new
generation of consumers
- How have customers changed post-recession?
- How does low consumer confidence impact on spending behaviour?
- The changing face of the market
- Identifying the need for a fresh approach across the product range
- Engaging with a new generation of credit card holders
- Increasing your share of new customer acquisitions
Nick Southgate
Behavioural Economics Researcher
IPA
United Kingdom
Behavioural economics: challenging traditional thinking
- How can banks gain a closer level of confidence in consumer spending
- New ways of looking at consumer relationship with money
- How have they been affected by the economic crisis
- Brand equity and reputation: measuring, monitoring and pinpointing changes needed
- Pinpointing how consumer attitudes have changed
- Spending profiles and attitudes to banks
- How should banks respond? Ways of restoring consumer confidence
Hendrik Bremer
Partner
Roland Berger
Strategy Consultants
Austria
Debt collection in times of crisis
- Recent debt portfolio quality developments and future outlook
- Organisational set up and capacity of collection departments
- Collection procedures in different organisations
- Outsourcing collection and debt sales
- Performance measurement and incentive systems
- Key success factors
Friday 18 February 2011 Morning
George Konstantinidis
CEO
Exodus
Greece
Optimisation of the collection process through a Group Blueprint
approach
- Customer segmentation in different regions
- Integrating new technology within existing systems
- Measuring performance and incentives for debt recovery
- Bridging cross-region needs under a common collection framework
- Fast adaptation in groups’ strategies / Fast results in Debt Collection
The changing face of the financial behaviour of consumers
Regional focus in debt management
Debt innovation, ef ficiencies and consumer behaviour
Janice Horan
Senior Director
Pre-Sales EMEA
FICO
United Kingdom
Recession as a driver for a customer-centric management: the new risk
paradigm as the "new normal"
- Long-term unemployment impacting loss potential despite current economic recoveries
- Customers more cautious, using less credit, diminishing profit potential
- Regulation forcing focus on affordability and fairness
- Planning for organic growth in risk portfolios
- The difference between success and failure: integrated, customer-centric management
- New banking entrants and competition across channels, CRM systems
- Where to next?
Gail Wessels
Director
Business Support & Recoveries
Barclays Bank
Spain
The accidental property manager: challenges in managing risk and the
consequences of the property crisis in Spain
- Getting to the roots of the credit crisis and managing it at micro level
- Coping with losses: some lessons learnt
- Emerging consumer relationships in the corporate sector
- Looking forwards: penalties for irresponsible credit practices
- Lessons learnt from the national credit act of South Africa

6. Michele Bonollo
Head of IT Risk Mgt Department
Banco Popolare
Italy
Credit risk and financial crisis: from the theory to survival strategy
- The credit crunch: myths & real world data
- Why credit risk models fail?
- Risk manager or .. report writer?
- Risk appetites: from theory to practice
- The stress testing approach: from "second best" to best practice
- Real time stress testing application: architecture and functions
Helge Böschenbröker
Director
zeb/rolfes.schierenbeck.associates
Germany
Helping customers to avoid delinquency through better
customer management
- Debt and delinquency: whose fault?
- Early warning systems and subsequent default for customers at risk
- The bank’s role in default and new strategies required
- Pre-delinquent collections: an important and underdeveloped skill
- Developing good customer relationships
- Turning debt problems into opportunities and where to draw the line
www.efma.com/risk
Friday 18 February 2011 Afternoon
Amy Kirk
Risk & Change Management Executive
United Kingdom
Transformation lessons : a practical case study in collections change
management
- How are transformation initiatives born? Making the case for change.
- Proving value when the historical measurement system is flawed
- Practical tips for implementing change in an evolving regulatory landscape and
changing corporate culture
- Getting buy-in from key stakeholders in a large matrix organisation and how to
identify the unseen risks that can kill a change program
- The forces that can't be underestimated in a collections initiative
Re-engineering collections to reduce defaults and worst case scenarios

7. www.efma.com/risk
8:15 Welcome coffee
9:00 Alex Oliver The Futures Company
9:30 Janice Horan FICO
10:00 Nick Southgate IPA
10:30 Panel session
10:50 Break
11:20
Hendrik Bremer
Roland Berger Strategy Consultants
11:50 George Konstantinidis Exodus
12:20 Gail Wessels Barclays Bank
12:50 Panel session
13:10 Lunch
14:30 Amy Kirk
15:00 Michele Bonollo Banco Popolare
15:30 Helge Böschenbröker zeb/
16:00 Panel session
16:15 Refreshments
16:45 End of conference
S C H E D U L E
Friday 18 February 2011Thursday 17 February 2011
8:15 Welcome coffee & registration
9:00 Uttiyo Dasgupta HSBC Bank
9:30
Javier San Félix Gracia
Santander Consumer Finance
10:00 Mayoor Patel Lloyds Banking Group
10:30 Panel session
10:50 Break
11:20 Mehmet Ali Savas TEB
11:50 Christoforos Chatzopoulos NBG
12:20 Ayhan Akay Garanti Bank
12:50 Panel session
13:10 Lunch
14:30 Christian Eggers Deutsche Bank
15:00 William DellaVedova UniCredit Group
15:30 Panel session
15:45 Break
16:15 Jaidev Janardana Capital One
16:45
Alejandro Garcia Monterde
Capgemini Consulting
17:15 Panel session
17:30 End of day one

8. Dates
The conference will begin with a welcome coffee on Thursday 17 February
2011 at 8:15 a.m. and will end on Friday 18 February 2011
around 5:00 p.m.
Location
Concorde Opéra Paris, 108 rue Saint Lazare, 75008 Paris, France.
Tel: +33 1 40 08 44 44 - Fax: +33 1 40 08 43 03
operaparis.oncorde-hotels.com/en
Languages
The sessions and debates will be conducted in English and French.
Accommodation
Each participant must pay the cost of his or her accommodation directly to
the hotel before departure. Rooms have been provisionally reserved for the
nights of 16 and 17 February at the Concorde Opéra Paris Hotel. The cost
of a single room per night will be 180 euros, and 190 euros for a double
room (including breakfast). Once you have registered and received a
confirmation from Efma, an accommodation form will be available for
download on www.efma.com/myregistrations, your personal space on our
website. To book your room, please complete and return this form to the
hotel (to Ms Emeline Mesnard, fax: +33 1 40 08 43 03, email:
emesnard@concorde-hotels.com) before Friday 14 January 2011. After
this date the hotel cannot guarantee either room availability or prices. The
hotel will automatically bill unoccupied rooms or late cancellations.
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.
Cancellations
All cancellations must be received in writing. A 20% cancellation fee will
be charged for all cancellations received before Thursday 3 February
2011. The full fee will be charged for cancellations made after that date,
as well as for delegates who are unable to attend on the day, unless a
substitute delegate is designated. Substitutions are accepted at any time.
Payment
❏ By bank transfer to Efma Sarl bank account
IBAN: FR 76 3000 7999 9904 2252 7800 001
BIC: CCBPFRPP
Natixis, FE3 - Unité 3B/747 BP 4, F- 75060 Paris Cedex 2.
❏ By credit card: ❏ MasterCard ❏ Visa ❏ American Express
Card n°
Expiry date
Registration fee
All registrations are strictly personal.
❏ 1,600 euros + VAT 19.6 % = 1,913.60 euros for
representatives of Efma member institutions.
❏ 2,400 euros + VAT 19.6 % = 2,870.40 euros for
representatives of non-member institutions.
Date Signature
Registration form
Credit risk and debt management
Paris, 17-18 February 2011
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APE: 8230Z - VAT ID: FR 38 313 062 788 - Efma sarl company with registered capital of EUR 15,000 - RC Paris 313 062 788
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