2015 Operational Strategies Conference Agenda

Monday, November 23, 2015


8:45 am - 9:00 am - WELCOME

9:00 am - 10:00 am - The Distribution Landscape: What Does it Mean for Operations?

Drawing from global research studies, Ian will describe how the changing distribution landscape will affect back-office operations. He will discuss what companies can do to help maximize potential opportunities and minimize the associated risks.

Ian J. Watts - Senior Vice President and Managing Director, International Operations, LIMRA and LOMA

10:00 am - 11:00 am - Acquiring Top Talent

Even though organizations are increasingly focused on nurturing and developing talent, all their needs cannot be met internally. But the market for talent has never been more competitive and complex. Roderick will share strategies and practices that leading organizations use to find and attract the best and brightest individuals.

Roderick Haire, M.A. in Economics - Managing Director, Asia Carbon Search

11:00 am - 11:30 am - NETWORKING BREAK

11:30 am - 12:30 pm - Insights from the World’s Largest CIO/IT Leadership Survey

Many insurance leaders started their careers in an industry largely regarded as People & Paper. Since then much has changed, and in recent years technology has come to be regarded as a game changer in the war for acquiring new customers and business. Marc Baloch will outline how increased demand for IT Talent, heightened security worries, a changing role of CIO, and the trend towards going digital has all impacted this industry. He will also discuss the dangers of Groupthink, the need for better collaboration, employee engagement, and diversity – much of which is currently reflected in the low numbers of women in the IT sector and certain areas of digital that remain unchanged.

Marc Baloch - Associate Partner (APAC), Marlin Hawk

12:30 pm - 1:30 pm - LUNCH - Sponsored by Muang Thai Life Assurance Pcl

1:30 pm - 2:30 pm: BREAKOUT SESSIONS

Details coming soon!

coming soon

Using Call Centers to Improve Efficiency And Provide an Outstanding Customer Experience

Ben Assanasen will share a case study to illustrate how call center expertise can effectively and efficiently support today’s distribution strategies. You will see how extraordinary customer service throughout the customer journey improves results while also embodying lean business practices.

Ben Assanasen, M.B.A. - Managing Director, Bupa Health Insurance (Thailand) Public Company Limited

2:35 pm - 3:35 pm: BREAKOUT SESSIONS

Digital Transformation for Achieving Operational Excellence

Achieving operational excellent requires the seamless integration of the operational front and back-office. This ecosystem should integrate an insurer’s operation strategy supporting customer experience and processing excellence. Fuji Xerox will share how an insurer could adopt the latest trends in Document Communication (DOCS), Managed Content (Net-Gen MPS) and Intelligent Document Capture (BPS) to help an insurer accelerate its digital transformation to improve customer experience, turn operational data into business insight, and embrace mobile mind shift to drive process excellence in new business, customer services and claim processes.

Kimmo Kolari - Head of Communication and Marketing Services, Asia Pacific, Fuji Xerox Global Services

‘Measure’, ‘Schedule’, ‘Optimize’: Uncovering Hidden Opportunities in the Back Office

In this session NICE will bring to light ways to capture, understand, analyze and optimize back office operations, which in turn will drive operational efficiencies while simultaneously improving customer service, and directly effecting future revenue opportunities. NICE will also introduce the upcoming ‘Robotic Automation’ revolution and how it has started to positively impact back office operations all over the world.coming soon

Ariel Talbi - Solutions Sales Director, Real-Time Solutions, APAC, NICE Systems, Limited

3:35 pm - 4:00 pm - NETWORKING BREAK

4:00 pm - 5:00 pm - Engaging Employees: Improving the Bottom Line

Research shows that companies are more efficient when they invest in educational training for employees. Kevin Head will discuss a variety of programs available for different levels of employees, as well as how to best determine what classes are best suited for different personnel.

Kevin Head, Ph.D., FLMI, FFSI, ACS -

5:00 pm - 7:00 pm - Orchid Dream Dinner Party - Sponsored by Thai Life

Join us for a magical evening of traditional Thai food, cocktails, entertainment, and prizes as we relax after a successful first day of conference sessions! Gorgeous bouquets full of thousands orchids will fill the dinner room in celebration of the exotic charm and beauty that Thailand has to offer, and our Dinner Party Sponsor Thai Life will be raffling off prizes to several lucky attendees!

Tuesday, November 24, 2015


8:45 am - 9:00 am - WELCOME BACK

9:00 am - 10:00 am - Digital Thinking to Unite Sales and Operations

Educating your sales force on back office operations is a proven tactic for alleviating tensions and misunderstandings between the two areas. Now you can take this tactic to a new level by applying digital methods and business models that will help unify your sales and back office operations. Attend this session to learn about today’s methods and models — and explore where they are headed.

Hugh Terry - Founder, The Digital Insurer

10:00 am - 11:00 am - Strategic Succession Planning for Sustainable Growth

Succession planning is more than just an important part of your effective talent management strategy: it helps drive future growth and mitigate risk. In this session, Andy Park will discuss how and why succession planning can contribute to better business results.

Hyung Chul (Andy) Park, MBA, Ph.D. - Representative Director, Mercer Korea

11:00 am - 11:30 am - NETWORKING BREAK

11:30 am - 12:30 pm - Distance and Blended Learning in Education and Training

Drawing on his international experience, Colin Latchem will examine how financial services and life insurance companies can improve training and professional development. He will explore how you can leverage the latest information and communicaiton technologies (ICTs) to provide innovative, engaging, and cost-effective distance and blended learning. He will also review the critical issues that must be considered in adopting these new technologies and methods.

12:30 pm - 1:30 pm - LUNCH

1:30 pm - 2:45 pm - Executive Panel: Marketing & Connecting to the Customer of the Future

This panel of executives will discuss the emergent role of the CMO at insurers, as well as their role in innovation, brand awareness, and helping meet higher consumer expectations to improve customer retention.

Michael Shin - CEO, RGA Korea & CMO, RGA Asia, RGA Reinsurance Company Korea Branch

2:45 pm - 3:15 pm - NETWORKING BREAK

3:15 pm - 4:15 pm - Closing Keynote: Creating a Culture of Innovation

In this highly entertaining and interactive session, Sam will demonstrate how the “3 Cs” needed to create a hit song are the same fundamentals needed to create a culture of innovation in your workplace. He will draw parallels to successful songs, artists, and bands throughout history to highlight how employee collaboration, communication, and creativity (the 3 Cs) drive business innovation and success.  Check out some of SongDivision's past performances at https://www.youtube.com/user/songdivision

Sam McNeill, B.Mus. - Creative Director, SongDivision