5 Insights from OPEX Leaders in the Financial Services

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PEX Network Editorial
01/28/2016

1. Insights from Bill Murphy, Director Change Leadership at Travelers Insurance

What is the biggest challenge you are currently facing in your role, that you would like to see addressed at the conference?

Re-connecting with most of the executives and leaders who are sponsoring our transformational efforts. In the past two years, we’ve had turnover of virtually all the key business, IT and HR leaders who originally played the key sponsor champion roles for our initiatives. While the new people in those roles aren’t opposed, it does require time and effort to inform them, then to "contract" with them so they’ll provide
the required active, committed sponsorship to help with successful implementation.

Bill Murphy

Director
Change Leadership

Travelers Insurance

How would you describe ‘good’ operational excellence in financial services?

You take the best practices from your own organization’s traditions, consider those of "best of breed" competitors in your own industry, research OE trends and developments across all industries, then create your own "brand" of OE by using those practices and tools that are the best fit for your organization’s desired state. Then you establish a process to do this on a continual basis.

What solutions/products might you be interested in testing out at the event?
Those that are focused on facilitating the process of managing business transformation/organizational change management.

2. Insights from Tammy Alvarez First Senior Vice President Head of Service & Delivery at Bank Leumi USA

What is the biggest challenge you are currently facing in your role, that you would like to see addressed at the conference?
Leveraging technology, business processes and associate development opportunities to keep the entire organization aligned and productive during a period of enterprise wide transformation in a dynamic business environment with continuous regulatory changes.

How would you describe ‘good’ operational excellence in financial services?
You know you have a ‘good’ handle on operational excellence when people within the organization aren’t talking about it. When the organization is demonstrating ‘great’ operational excellence, it creates a buzz and becomes a driver for client retention and business growth.

What solutions/products might you be interested in testing out at the event?

I’m always interested in learning about the latest innovations in technology and business processes from firms who are taking the Omni channel strategy to the next level to drive business growth, higher operational efficiency and a better client experience

3. Insights from Julian Ybarra, Change Leader, US PEX Center of Expertise - PCBI at UBS

What is the biggest challenge you are currently facing in your role, that you would like to see addressed at the conference?
How to move beyond PEX from a project by project basis to a10 year or more strategic plan.

How would you describe ‘good’ operational excellence in financial services?
One that ties both senior and junior management to create a flexible and adaptable organization versus one that just maintains the status quo.

What solutions/products might you be interested in testing out at the event?
To hear about some of the leading edge tools available out there are working with Phar ma or Space industries to create strategic plans.

4. Insights from David Palmieri Former Managing Director Head of Re-Engineering Strategy, BNY Mellon and Managing Partner at Varsity Consulting

What is the biggest challenge you are currently facing in your role, that you would like to see addressed at the conference?
Creating alignment of key stakeholders across business and regional silos

How would you describe ‘good’ operational excellence in financial services?
Good starts with an ability to define and measure services. Beyond that, I would add the following:
› a culture that embraces continuous improvement
› a strong focus on risk management and recoverability
› ongoing dialogue with stakeholders and clients

What solutions/products might you be interested in testing out at the event?
Robotic Process Automation

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5. Insights from Leslie Henckler Senior Business Process Improvement Manager at Paychex

What is the biggest challenge you are currently facing in your role, that you would like to see addressed at the conference?
Best practices for keeping everyone in the organization informed and aligned on process excellence initiatives with enterprise impact.

How would you describe ‘good’ operational excellence in financial services?
Using the collective resources of the organization to consistently improve key performance metrics to benefit the business, shareholders, employees and most important, the clients. Being a partner to our clients.

What solutions/products might you be interested in testing out at the event?
BPM – Business Process Management. Tools to capture activity, including time and motion data simply for analysis and development (WFM) and workload balancing (WLB) for knowledge workers.

All five Industry experts will be sharing their case studies of a successful OPEX initiative at the Operational Excellence in Financial Services Summit in New York, March 7 – 9, 2016. Download the agenda here