18th Annual
Operational and Back Office Excellence in Banking
Summit
The official date for the summit will be announced soon
MORE ABOUT UPCOMING SUMMITS 2027
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Past Speakers
SEE THE PREVIOUS SPEAKERS & CASE STUDIES
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Jakob Aarup Petersen
Group Executive Vice President
CASE STUDY
Sustainable Operations Requires More than Technology
This session highlights why sustainable operations demand more than technology and digitalisation. Lasting impact comes from process excellence, clear ownership, and teams with the right capabilities working together across business and technology.
- 01Leadership
- 02Ownership
- 03Capability
- 04Alignment
- 05Sustainability
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
Show More
Süheyla Oğuz Özkan
Director of Customer Operations
CASE STUDY
From Transactions to Trust: Designing Customer‑Centric Operational Excellence in Banking
In modern banking, operational excellence is no longer defined solely by efficiency and accuracy. This session explores how customer‑centric operational models can transform everyday transactions into long‑term trust through people, governance, data, and intelligent process design.
- 01Reframing customer operations from transaction‑focused execution to trust‑driven value creation, at scale
- 02Leveraging data and intelligent tools to support operational decision‑making
- 03Translating operational discipline into measurable customer and business outcomes
Pre-Start Phase:
1.Patient Safety Review:
- Assess patient demographics, drug specifics, AE (Adverse Event) incidence rates, available resources, and programme design fundamentals
- Integrate multifaceted support resources, including call centres, educational materials, and digital tools
2.Contracting Essentials:
- Determine the need for standalone PVAs (Pharmacovigilance Agreements) or safety clauses
- Critical contract elements: Include audit rights, clear definitions, mandatory training, AE reporting procedures, contact details, and reconciliation processes
3.AE Training and Vendor Setup:
- Implement comprehensive AE training protocols
- Establish a robust vendor monitoring strategy with clear KPIs, defined monitoring frequency, and audit readiness
During the Programme:
1.Vendor Performance and AE Monitoring:
- Conduct regular vendor reviews to ensure compliance with contractual obligations
- Maintain ongoing reconciliation and monitor AE trends to identify any emerging issues
Post Completion:
1.Study Reporting:
- Prepare a comprehensive study report summarising outcomes, key learnings, and areas for improvement
Show More
Camilla Sørensen
Head of SAR Operational Excellence
CASE STUDY
Governing the Transition to LLMs and Automation in Regulated Process
Using two case studies on combining LLMs with RPAs on highly regulated reporting processes, this session will examine ways to responsibly streamline complex operations while maintaining decision integrity, transparency, and auditability. We discuss risk and control design, effective engagement with supervisors, human in the loop safeguards and measured business outcomes.
- 01Navigating a strategic shift towards advanced LLM integration
- 02Designing controls and governance to support a risk-adverse approach to AI innovation
- 03Exploring synergies between generative models and traditional bots in complex operations
- 04Discussion of the principles and considerations financial institutions can factor in when innovating with AI & RPA
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
Show More
Francisco Martins
Head of Back Office
CASE STUDY
The Future of Back Office in a Fast‑Changing World
The focus of the presentation is on how the back office can stay relevant in the industry, taking into consideration how fast businesses are evolving, especially in the areas of AI, data, and automation.
- 01Technology (AI, automation, workflows)
- 02Data
- 03Operating Model & Operational Excellence
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
Show More
Maurice Lisi
Head of Digital Business
CASE STUDY
From Efficiency to Empathy: Redefining Back Office Excellence
This session explores how digital transformation can elevate back office operations beyond pure efficiency, transforming them into empathy‑driven systems that strengthen trust and customer relationships. Maurice will share global insights on integrating technology with human expertise to build resilient, customer‑centric banking models for the future.
- 01What defines a truly responsible supplier relationship in today’s volatile market?
- 02Why board-level procurement engagement is now a competitive differentiator
- 03How to build C-suite alignment for sustainability and ethics in procurement
- 04Future-forward procurement: Vision 2035 and beyond
For decades, leadership has been benchmarked against outcomes — growth, profitability, market share. But as we enter an era defined by complexity, stakeholder capitalism, and workforce fluidity, the metrics for leadership success are evolving.
Today’s most successful organisations aren’t just technology-enabled or agile — they are human-centred by design. Why? Because the greatest differentiator is no longer strategy or digital capability — it’s the human system behind it. Human-centred leadership is now the critical foundation for driving engagement, innovation, and resilience in a world where uncertainty is constant and value creation is deeply intertwined with trust, purpose, and well-being. This session reframes human-centred leadership as a strategic operating model — one that redefines performance, strengthens culture, and aligns leadership behaviours with long-term enterprise value.
Show More
Jakob Aarup Petersen
Group Executive Vice President
CASE STUDY
Sustainable Operations Requires More than Technology
This session highlights why sustainable operations demand more than technology and digitalisation. Lasting impact comes from process excellence, clear ownership, and teams with the right capabilities working together across business and technology.
- 01Leadership
- 02Ownership
- 03Capability
- 04Alignment
- 05Sustainability
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
Show More
Süheyla Oğuz Özkan
Director of Customer Operations
CASE STUDY
From Transactions to Trust: Designing Customer‑Centric Operational Excellence in Banking
In modern banking, operational excellence is no longer defined solely by efficiency and accuracy. This session explores how customer‑centric operational models can transform everyday transactions into long‑term trust through people, governance, data, and intelligent process design.
- 01Reframing customer operations from transaction‑focused execution to trust‑driven value creation, at scale
- 02Leveraging data and intelligent tools to support operational decision‑making
- 03Translating operational discipline into measurable customer and business outcomes
Pre-Start Phase:
1.Patient Safety Review:
- Assess patient demographics, drug specifics, AE (Adverse Event) incidence rates, available resources, and programme design fundamentals
- Integrate multifaceted support resources, including call centres, educational materials, and digital tools
2.Contracting Essentials:
- Determine the need for standalone PVAs (Pharmacovigilance Agreements) or safety clauses
- Critical contract elements: Include audit rights, clear definitions, mandatory training, AE reporting procedures, contact details, and reconciliation processes
3.AE Training and Vendor Setup:
- Implement comprehensive AE training protocols
- Establish a robust vendor monitoring strategy with clear KPIs, defined monitoring frequency, and audit readiness
During the Programme:
1.Vendor Performance and AE Monitoring:
- Conduct regular vendor reviews to ensure compliance with contractual obligations
- Maintain ongoing reconciliation and monitor AE trends to identify any emerging issues
Post Completion:
1.Study Reporting:
- Prepare a comprehensive study report summarising outcomes, key learnings, and areas for improvement
Show More
Camilla Sørensen
Head of SAR Operational Excellence
CASE STUDY
Governing the Transition to LLMs and Automation in Regulated Process
Using two case studies on combining LLMs with RPAs on highly regulated reporting processes, this session will examine ways to responsibly streamline complex operations while maintaining decision integrity, transparency, and auditability. We discuss risk and control design, effective engagement with supervisors, human in the loop safeguards and measured business outcomes.
- 01Navigating a strategic shift towards advanced LLM integration
- 02Designing controls and governance to support a risk-adverse approach to AI innovation
- 03Exploring synergies between generative models and traditional bots in complex operations
- 04Discussion of the principles and considerations financial institutions can factor in when innovating with AI & RPA
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
Show More
Francisco Martins
Head of Back Office
CASE STUDY
The Future of Back Office in a Fast‑Changing World
The focus of the presentation is on how the back office can stay relevant in the industry, taking into consideration how fast businesses are evolving, especially in the areas of AI, data, and automation.
- 01Technology (AI, automation, workflows)
- 02Data
- 03Operating Model & Operational Excellence
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
Show More
Maurice Lisi
Head of Digital Business
CASE STUDY
From Efficiency to Empathy: Redefining Back Office Excellence
This session explores how digital transformation can elevate back office operations beyond pure efficiency, transforming them into empathy‑driven systems that strengthen trust and customer relationships. Maurice will share global insights on integrating technology with human expertise to build resilient, customer‑centric banking models for the future.
- 01What defines a truly responsible supplier relationship in today’s volatile market?
- 02Why board-level procurement engagement is now a competitive differentiator
- 03How to build C-suite alignment for sustainability and ethics in procurement
- 04Future-forward procurement: Vision 2035 and beyond
For decades, leadership has been benchmarked against outcomes — growth, profitability, market share. But as we enter an era defined by complexity, stakeholder capitalism, and workforce fluidity, the metrics for leadership success are evolving.
Today’s most successful organisations aren’t just technology-enabled or agile — they are human-centred by design. Why? Because the greatest differentiator is no longer strategy or digital capability — it’s the human system behind it. Human-centred leadership is now the critical foundation for driving engagement, innovation, and resilience in a world where uncertainty is constant and value creation is deeply intertwined with trust, purpose, and well-being. This session reframes human-centred leadership as a strategic operating model — one that redefines performance, strengthens culture, and aligns leadership behaviours with long-term enterprise value.
Show More
Ahmed Nasr
Operations Director Egypt and Director Milk Africa & Turkey
Khaled Elsharkawy
Integrated Supply Chain Senior Director
Mueen Uddin Siddique
Senior Director – Access Network Procurement
Shannon Hore
Senior Vice President Procurement and Logistics
Sandeep Sharma
Director Group Procurement & International Markets Supply Chain
Hottest topics
LOOK AT THE TOPICS THAT WERE DISCUSSED
- 01Automated creation of reports, regulatory filings, and technical documentation
- 02Preparing back-office security systems for post-quantum cryptography
- 03From LEAN/BPM to AI-driven process optimisation
- 04Designing operating models for resilience amid uncertainty
- 05Ensuring transparency of decisions in KYC/AML and compliance
- 06Using AI to collect, process, and validate non-financial data
Testimonials
What our users say about our conferences
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Very well organised summit packed with resourceful presentations. It was a fantastic conference!Union National Bank Chief Human Resources Officer
Great event, very good topics and discussions with diverse participantsLandmark Group Head – Rewards & Organisational Effectiveness,
Good overall, I gain a lot of useful information. Lots of insights to learn from and a great speaker line-up.Abu Dhabi Airports Total Rewards Head, Senior Manager Organisation Development
Great conference. I really liked meeting the other participants and the opportunity to openly share insights.AdidasDirector Compensation Programmes
Valuable and beneficiary. I liked best about this conference the variety of topics along digitalisation from different speaker.Deutsche BankHead of Wealth Management Operations Europe
Very interesting event to share experience with our peers and to see how they manage transformation.Société GénéraleChief Operating Officer
Overall, very professional event with a very diverse set of presentations, all relevant to the key issues faced by banks today.BarclaysHead of Controls Automation
I am attending Allan Lloyds’ conferences for several years in a row and I find them extremely well organised in comparison to others.Nordea Asset ManagementHead of Derivatives Operations
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