This event brings together distinguished personnel from banks, government bodies and technology companies to discuss and address crucial issues on how to seize new opportunities in retail banking and wealth management while making it beneficial for all stakeholders.
Interview with Payam Djavdan - Transforming the work organization at ING
As part of improving the efficiency of operations, financial institutions are also implementing changes to the way workforce is managed and organized. The workforce re-organization that ING decided to undertake was a successful one – we interviewed Payam Djavdan, the Program Director at ING Netherlands, for further details.
Payam Djavdan will present the finer details of the changes that ING decided to implement at our 13th Annual Banking Operations Forum, taking place April 14-15, 2016 in Madrid, Spain.
1. Can you share a teaser about your presentation about the new way of working at ING?
Scaled agile transformation at ING Netherlands: Based on inspiration from digital innovators like Google, Netflix, Zappos and Spotify, ING Netherlands has introduced a new way of working with three objectives:
· Respond faster to changing customer requirements
· Increase efficiency and effectiveness by breaking down organizational silos
· Increase engagement to retain and attract digital talent
ING Netherlands has reorganized its business and IT into squads, chapters and tribes. Squads are empowered to develop, deploy and adapt customer journeys according to their specific purpose. At the same time, the bank adopted new governance that ensures alignment with the company’s overall purpose.
2. Where do you see the benefits and shortcomings of the newly-implemented strategies?
The benefits are mostly the more digitized solutions, which are easier to access for the customers through an omni-channel approach. The most challenging part of this transformation is the cultural change. The bigger the company, the more difficult it is to break down the internal silos in the organization.
3. Could you provide a list of areas where ther is space for further cost reduction in banking operations?
· Combining the activities of operations and call center
· Shifting from call to chat
· Using data models to predict customer behavior and adapt to the availability of resources
· Shifting towards self-organized teams (super 7 teams).
4. How important do you think is educating employees and enhancing the skills of the human capital?
Companies continuously keep trying to improve their workforce planning. However, in the last few years they have realized that specific skills are needed to become competitive in the digital world. Digital transformation requires skills in agile processes, digital content, infrastructure management, mobile interfaces, Big Data and advanced analytics, digital branding and marketing, payments, risk and security and above all digital customer journey expertise.
Interested in this topic?
Credit Risk Management Forum
Credit risk management is still a big issue, IFRS 9 is going to be implemented, the digital era and big data is already influencing the banking sector and credit risk management as well. How can banks deal with all these issues?
Retail Banking Forum
As the region's favorite conference, the Retail Banking Forum is the industry's meeting place, where seasoned banking professionals combine C-level insights on successful retail banking strategies and hands-on case studies, transforming the current financial ecosystem.
Collateral Management Forum
The most established Collateral Management Forum in Europe is approaching its 11th Annual. 2017 is turning out to be filled with questions on initial margin and variation margin deadlines, MiFID II, Brexit, digitalization in collateral management and more, which will be answered at this forum.
An interview with Olavi Lepp, COO at Swedbank AS
We bring you an interview with Olavi Lepp, COO at Swedbank AS, who will speak at one of our longest running events, the 14th Annual Banking Operations Forum.
Q&A with Tara McCloskey from MetLife
Q&A with our speaker for the 6th Annual Collateral Management Forum - Tara McCloskey, Vice President, Derivate Operations Collateral Management at MetLife. Tara joined MetLife August 2015 and has 18 years of experience in the financial services industry. As one of the panelists at the conference she will discuss how to keep up with the major regulatory updates and impacts.
The Margin Reform Cliff
Are we heading the right way?