23 March 2012 | Marina Bay Sands, Singapore

Programme Agenda

Excellence in Retail Financial Services Conference
23 March 2012
08:00 – 09:00 Registration
09.00 – 12.00 The Heads of Retail Financial Services Annual Meeting

Welcome Note

Thought Leadership Opening Session:

On stage Interview with Tessie Sy-Coson, Chairman, SM Group and Banco De Oro, Philippines and Fortune Mag Top 50 Powerful Women in the World
Tessie Sy-Coson is the scion of the Philippines’ most illustrious family in the retailing industry and the visionary owner of one of Asia’s largest malls. We will start the conference with a candid interview with Tessie Sy-Coson on her insights into the retailing industry and how she applied those instincts to build the most successful retail bank in the Philippines today.

Dialogue 1: “The Annual Submissions Report: Competitive Trends in Retail Financial Services in Asia Today,” led by Christian Kapfer, Director, Research, The Asian Banker
Christian Kapfer and his team scour about 140 retail banks every year to assess the competition and decide on the winners of the best retail banks in the region. In the process, they identify the areas in which banks are focusing on. From there they determine the key trends and drivers that are determining the winners and losers in the industry in different settings

Dialogue 2: “Key trends in channel migration,” led by Arun Mambully, Associate Director, Research, The Asian Banker
Arun will share data on the migration trends that the better banks are experiencing from branches to online and mobile. The discussion will focus on what is ideally achievable for an average bank and how to measure the productivity gains and customer retention capability from the migration.

Dialogue 3: “Observations on key trends on using Transfer Pricing mechanisms in business decision making,”, led by Wilson Chia, Executive Vice President, Fullerton Financial Holdings
With greater complexity in the business, and the use of treasury skills to match funding costs and revenue, retail banks have to become more savvy about using transfer pricing skills to build a sustainable model. In this conversation, Wilson Chia will provide us with his observations and we will discuss some of the difficulties inherent in building good transfer pricing skills today.

Dialogue 4: “Critical success factors in keeping up to trends in electronic devices and retail payments,” led by Carol Wheatcroft, Associate Director, Technology Research, The Asian Banker
Carol will survey all of the latest devices coming into the market and the submissions we have been receiving for device dependent initiatives. She will identity what the best practices and benchmarks are o

Presentation and Dialogue 5: “How are Retail Banks organizing themselves around the Small Business Customer,” Christian Kapfer, Director, Research, The Asian Banker
Christian will share how The Asian Banker plans to increase coverage of the assessment of the Small Business banking industry.

The panelists whose views, insights and experiences will be part of this session include:

Arup Mukhopadhyay, Head of Consumer Banking, Abu Dhabi Commercial Bank

Sylvanus Gani Kukuh Mendrofa, General Manager, Adira Finance

Mandy Simpson, Chief General Manager, Distribution & Transformation, AmBank (M) Berhad

Ti Eng Hui, Deputy General Manager, Baiduri Bank

Aly Shalaby, General Manager-Consumer Banking Group, Gulf Bank

Ding Wei, EVP Retail Banking, China Merchants Bank

Harshdeep Singh Munjal, General Manager-Retail & Private Banking, National Bank of Oman

Moosa Masoud Al Jadidi, Head-Wealth Management & Private Banking, National Bank of Oman

Shunichi Nagata, CEO & President, Rakuten Bank

Jeremy Suh, Senior Vice President, Brand Strategy, Shinhan Bank

AC De Silva Gallage, Senior Manager-Head Office Branch, Hatton National Bank

Ferdinand Jonkman, Vice President, Bank of Beijing

Sun Deshun, Executive Vice President, China CITIC Bank

Tan Chor Sen, Head Emerging Business, OCBC

Eric Sin, Regional Vice President, South East Asia, Progress Software Corporation

Guhan Periasamy, Vice President, Industry Solutions, Solution Consulting and Services, Asia Pacific and Japan, Progress Software Corporation

Basker Rangachari, Chief Marketing Officer, Consumer Banking, HK & NEA., Standard Chartered HK

Cees Heuker of Hoek, Chief Executive Officer, TMD Security

Arnold Rautenbach, Managing Executive, ABSA Bank

Indrastomo Nugroho, Vice President Consumer & Retail Lending, Bank Negara Indonesia

Pakorn Partanapat, Executive Vice President, Kasikorn Bank

Dennis Tan, Head, Branch & Premier, Senior VP, OCBC

Peter Cheong, Public Bank

12:00 – 13:00 Lunch
13:00 – 15:00 Innovative customer relationship management: The CITIC Bank experience
Sun Deshun, Executive Vice President of China, CITIC Bank

Building a successful SME Bank, The OCBC experience
Tan Chor Sen, Head of Emerging Business, Enterprise Banking, OCBC Bank

Exploiting opportunities in emerging card markets in Asia
Monica Lim, Director, Financial Instant Issuance Sales, Asia Pacific, Datacard

Innovation in retail banking – The Promise
Mark Magnacca, Chief Marketing Officer, Gulf Bank

How banks can Engage Customer 2.0: Better service, bigger market share
Tuck Chan, Director, FSI Solutions Consulting, Aspect

BNI’s Mortgage Business
Indrastomo Nugroho, VP Consumer & Retail Lending, BNI

Successfully mitigating the threats of skimming to your financial institution
Cees Heuker of Hoek, Chief Executive Officer, TMD Security

Managing leadership service quality and boosting your business capacity
Joan Salafranca, Chief Representative, Banco Sabadell

Enhancing your customer’s journey across multi-channel communications
Sherie Ng, Managing Director, NICE South East Asia

Shinhan Bank: Retail strategy and brand management
Jeremy Suh, Senior Vice President, Brand Strategy, Shinhan Bank

Transformation Journey for Consumer Banking
Basker Rangachari, Chief Marketing Officer, NEA, Standard Chartered

Latest developments in Direct Banking in Japan
Shunichi Nagata, President & CEO, Rakuten Bank

Being at the point of impact for your customers
Matt Dooley, Director, Connected Thinking

15:00 – 15:30 Tea / Coffee Break
15:30 – 16:30 Closing Plenary

From zero to working prototypes in 80 days

Enoch Chng, Director, SIS Programs in Financial Services, Singapore Management University
With time to market being everything in retail banking today, in this closing session, veteran banker and academic Enoch Chng will share how banks can create a technology driven prototype from a concept to a working model in under 80 days, taking into account internal organization’s structure, getting business buy in and project management skills, using real and recent examples.

Closing comments: Philippe Paillart, Chairman, The Excellence in Retail Financial Services Annual Programme

*The above is a working agenda and our programme team would be happy to hear from you about any specific topics or case studies that you would like to get included.


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