The 5th Annual operational excellence conference is a must-attend event dedicated to enhancing digital operational excellence and overcoming the challenges surrounding digital transformation and the impact of technological development.
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?
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.
12th Middle East Retail Banking Confex
The 2 day confex will cover the entire Banking industry to help your business provide exceptional customer service, grow revenues, join the digital revolution and expand your reach.
Certified Information Systems Security Professional
This course offers the most comprehensive review of information security concepts and industry best practices. You will gain knowledge in information security that will increase your ability to successfully implement and manage security programs in any organization or government entity.
Optimizing policy administration systems – from seven to one
More is not always better. As a result of several merges, a.s.r. Life had to maintain seven policy administration systems which significantly increased administration costs. To optimize, they decided to partner with Keylane in order to deliver incisive product rationalisation and simultaneous migration of these systems into single one. Read the story of how they did it.
Generations X, Y and Z, coaching and Shared Services
Coaching is a form of leadership that is more focused on unique personality traits more than any other form – therefore, it is important for the coach to know the coachee. This can get difficult as there can be as much as three different generations in a workplace, all with different goals and ways of looking at things. What makes it different to work with people from various generations? We asked our speaker Imre Zsoldos, the Finance and Accounting Director at Roche, Hungary.
Success Story: AXA chooses msg life for IT modernisation drive
In connection with its aim of thoroughly modernising its IT landscape, AXA Deutschland decided in late 2013 to use msg.Life Factory based on IBM PureSystems technology as the strategic administrative platform for its life division.