One on One with a LeaderDialogue with Sir Peter Burt, former CEO, Bank of Scotland and current chairman, Promethean Investments

Building a Strong Regional Player – The Story of HBOSAs CEO of the Bank of Scotland, Sir Peter oversaw the merger with Halifax to create “a level of opportunity which didn’t exist for Bank of Scotland”. The ensuing success of the new HBOS plc, now one of the world’s leading banks, consolidated his reputation as one of the great bankers of his generation, with the British media noting that “Sir Peter Burt's reputation as a banker is second to none”. Our distinguished international guest shares his experiences facing the challenges that a true leader must overcome.

Co-ChairsMr Emmanuel Daniel, President and Editor-in-Chief,
The Asian Banker
Mr Christian Kapfer, Head, The Excellence in Retail Financial Services Programme

Frontline Experience –
Build and Roll Out Exceptional Customer ServiceTraining staff to efficiently discern how and when to approach customers with appropriate products is a key cornerstone of a quality frontline service. But significant advances in technological progress amongst many South Asian banks have thus far not been matched by advances in customer service quality.  

• Build the superior frontline service staff
• Optimal use of automation to strengthen and speed up frontline services
• Roll out consistently high quality customer service across a national franchise

Presentations by Mr V. Vaidyanathan, Executive Director, ICICI Bank
Mr Muti Ur Rahman, Country Leader, Enterprise Content Management, IBM India

ModeratorProfessor Brett King, Vice President, International,
American Academy of Financial Management

The Role of Analytics in Driving the Retail Banking BusinessHaving an effective analytic capacity, and fully utilising it, is paramount to success in retail banking today. Many banks are just now developing CRM, data warehousing, and analytics. For those who have the technical capabilities, the challenge is to integrate at the system level rather than for specific business lines alone.

• Manage and get the most out of your bank’s analytic capability
• Translate data mining and analysis into better front end services and products
• Understand how analytics can power business performance

Presentations by Mr Pishu Ganglani, Head of Business Re-engineering,
Emirates Bank
Mr Ram Guduru, Director, South Asia, Cognos
           
ModeratorMr Varun Sabhlok, Former Regional Audit Director, Citibank Global Consumer Banking Division (Asia Pacific) and current Director, AVS Asia Ventures

Day One Closing Session
Banking for the Rural & the Underprivileged Rural dwellers and lower income earners are huge underbanked segments of the South Asian population. Despite strong credit growth, total lending in India has not increased in line with GDP, partly because banks have been slow to expand in such segments due to the small transaction sizes, tight margins and higher perceived levels of risks.

• Reduce risk via partnerships with MFIs, corporates and infrastructure building
• Mobilise idle physical assets into productive financial assets
• Customise products and services to meet their needs 

Presentations by Mr Yusuf Nawawi, former General Manager for Micro Credit, Bank Rakyat Indonesia & current General Manager for Training, Bank Rakyat Indonesia
Mr Rajesh Balaraman, Senior Principal, Diamond
Management & Technology

ModeratorMr Matthew Kovac, Editor, The Asian Banker

Welcome Note
Day 2 Opening Keynote Session Banking Reform in India – Trends, Outcomes and Implications for Retail Banking
Presentation byProfessor Jayanth R. Varma, Director, Axis Bank (formerly UTI Bank), Dean, Indian Institute of Management - Ahmedabad, and Chairman, Risk Management Group of the Forward Markets Commission

The Future of Cards and Payments in South Asia
Presentation by Mr Nigel Lee, President, Asia Pacific, First Data

The South Asian Retail Financial Services Leadership Panel Discussion

Future Spotting – What’s Next for Retail Banking in
South Asia After a brief review of the year that has been for South Asian retail banking, a panel of celebrated South Asian and international bankers train their collective sights on the next big issues impacting the industry in this region. Discover what concerns keep senior decision-makers awake at night, and find out what those answers might be.

ModeratorProfessor Brett King, Vice President, International,
American Academy of Financial Management

Alternative Payments & Winning Loyalty Strategies for Credit CardsThe growth rate of credit cards in South Asia is one of the strongest in the world. At the same time, the appeal of alternative forms of payments such as debit and prepaid cards for customer acquisition has never been stronger. With most local banks focused primarily on customer acquisition, what are banks missing out on by not paying enough attention to retention and loyalty?

• Engineer loyalty and retention for what is a low loyalty product
• Benefit from cross-selling and stimulating usage amongst loyal customers
• Get customers to use debit cards as more than a value-added ATM card

Presentations by Mr Samir Bhatia, Managing Director, Barclays India
Mr A. Rajan, Country Head – Operations, HDFC Bank

ModeratorMr Varun Sabhlok, Former Regional Audit Director, Citibank Global Consumer Banking Division (Asia Pacific) and current Director, AVS Asia Ventures

Luncheon

Getting the E-Channels PayoffE-channels add huge value to customer service choice but are generally at an early stage of development stage in South Asia. With the region's vast geography and tech-friendly demographics, the onus is on banks to fulfil the true potential of the e-channels, especially Internet banking.

• Overcome challenges in infrastructure, security and the perceived lack of human interaction   
• Make the most of customer acquisition and fulfilment strategies in internet banking channels
• Make the right decisions in expansion investment, cost optimisation and sales conversion

Presentations byMr Kazuhiko Saiki, Managing Director,
Customer Services, eBANK
Mr Khawaja Muhammad Almas, EVP, Allied Bank

ModeratorMr Firdaus Mohamed, Researcher, The Asian Banker

Closing Keynote SessionMr Christian Kapfer, Head, The Excellence in Retail Financial Services Programme
Mr Clive Haswell, CEO, Standard Chartered Sri Lanka &
former Group Head of Strategic Sourcing and Vendor Management, Standard Chartered Bank

First Mover Advantages for Early Adopters of Customer Service ExcellenceThe very best retail banks typically have a sophisticated customer awareness that critically differentiates them from their peers. What competitive advantages can a bank get by pioneering mass-market customer service excellence? What does it take for a bank to achieve that excellence, what can you outsource and what must you keep?

ModeratorProfessor Brett King, Vice President,
International, American Academy of Financial Management