This conference is being designed for personnel involved with the back office operations at financial services and life insurance companies in the Asia Pacific. BPOs, Call Center Managers, Senior Human Resource Executives, Operational Executives, Ed Reps, Customer Service Executives, and IT & Finance personnel will benefit from sessions that provide:
The inside track on emerging opportunities
Case studies and best practices
The latest developments in Operational Strategies, including Education & Training, HR, Customer Service, and IT trends that will help you to improve productivity
Highlights
This two-day event will feature presentations from industry leaders and experts with advanced knowledge of operational strategies including leadership development, talent management, technology, innovation, and customer service. Breakout sessions will help you address your specific challenges, and networking opportunities will allow you to compare best practices and technologies.
Register early to reserve your seat to hear the latest trends, research, and predictions on:
• Improving communication and efficiencies • Creating holistic strategies that span your organization • Renewing your focus on talent retention • Developing employees to boost your company's future success • Modern underwriting techniques • Using block chain technology to transform claims processing and customer service • Staying connected in a digital age • Embracing digital disruption • And more!
Please continue to check back for more details on the program agenda and speakers as they are finalized!
Interpretation Services
This conference will be presented in English with interpretation services available in Japanese, Mandarin, and Korean if requested by 16 or more registrants before April 14, 2017.
Troy Barnes is Chief Customer Experience Officer at AIA Berhad since November 2014. His role encompasses all aspects of customer interactions across multiple lines of business and channels. He is responsible for developing the Customer Experience blueprint with the Operations, IT, Sales and Marketing teams. Ensuring strong links with its strategy and brand, delivering transformational and cultural change together with innovative solutions to provide unique and differentiated offerings to it s customers across all journeys.
Prior to his current role, Troy has held senior management roles at AIA and ING driving transformation and change in Japan, Korea, Taiwan, Hong Kong and Australia as well as senior regional roles covering Asia Pacific with a continued passion for delivering value to customers.
1:15 pm - 2:30 pm: Executive Panel: Strategic Talent Management: Find them, get them, keep them
Andrew G. Bishop
Chief of Staff – Asian Markets Regional Head of Human Resources - Asia Pacific Markets, RGA Reinsurance Company
Andrew Bishop is Chief of Staff - Asian Markets and Regional Head of Human Resources of Reinsurance Group of America. As Chief of Staff, he leads a portfolio of strategic programs and project initiatives in support of the organization’s regional goals. As regional leader of Human Resources, he drives the HR strategy and operations across the Asia Pacific markets. Andrew joined RGA as Director, Head of Human Resources – Japan, and has lead the Asia Pacific Human Resources since 2011. He has worked on numerous assignments throughout Asia Pacific, the UK and North American markets, and his expertise includes largescale program/project management, change management, employee relations, compensation, performance management, M&A due diligence and post-merger integration. Andrew holds a Masters of Business Administration (M.B.A.) from the University of Western Ontario, Ivey Business School, where he also received an award for scholarly distinction. Originally from Canada, he presently resides in Hong Kong, has lived in both Australia and Japan, and is fluent in Japanese.
Jeremy Blain is a Managing Partner of Cegos Group and also leads their Asia Pacific operations and activities from the company’s Singapore hub. Prior to this, he was responsible for Cegos’ strategy for international expansion through a value-adding global network of partners and, before that, as Managing Director of Cegos UK. Jeremy has over 16 years’ experience in the learning and development industry as a managing director, partner, trainer, coach, and program author. In previous roles at The Procter & Gamble Company, PepsiCo, and his own point-of-sale software business, he had roles in marketing, sales, operations and general management. Jeremy is a frequent international conference speaker and media commentator on learning and development; his white papers are available at www.cegos.com.sg. He is a Fellow of the Institute of Directors (London, UK) and holds a Masters of Management (International Business) from the Australian Institute of Business, and a BA Honors from Sheffield University.
Zohrab has more than 20 years of the financial institutional industry experience, with an early professional career that also included being a practicing lawyer, economic trade officer with the South African High Commission, and an international business development manager. He began his work in the financial industry as a loss adjuster before moving onto claims, business excellence, performance management, coaching, organisation development, learning & development and talent management. His operational exposure and experience has enabled him to understand and speak the business language when facilitating in-house as well as external learning programmes as an HRDF Certified Trainer. Zohrab has held executive roles with Aviva Insurance (M) Bhd, MSIG Insurance (M) Bhd, AXA General Insurance Bhd, Maybank Berhad and Zurich General & Takaful Insurance Malaysia Bhd, and is also a certified ISO9001 Quality Management System lead auditor, Succession Architect practitioner (Korn Ferry) and Assessment Centre Assessor (CEB SHL).
9:00 am - 10:45 am: LOMA’s Education Initiatives & the Great Eastern Story
1:15 pm - 2:30 pm: Executive Panel: Strategic Talent Management: Find them, get them, keep them
Cindy Henry, FLMI,
FSSI, ASRI, ALHC, PAHM, ACS
Director - Learning Product Management, LOMA
An education and training expert, Cindy helps insurers understand how they can help their employees increase their topical knowledge and job performance. Prior to her current role, Cindy was a senior associate in Learning Product Management. She has also worked on textbook projects, examination development projects, and spent seven years working in LOMA’s Member Solutions area. Before joining LOMA in 1988, Cindy spent several years working in various accounting functions in the life insurance industry. Cindy earned a B.S. degree from the University of South Carolina and holds a Master’s of Business Administration degree from Georgia State University.
11:15 am - 12:15 pm: Creating and Leading Innovation in the Korean Market in an Era of Disruption
Kumjoo Huh
Executive Vice President, Kyobo Life Insurance
Kumjoo Huh has over 30 years of experience at Kyobo Life where she has worked in the areas of Corporate Strategy, Overseas Operations, B2B Business and Digital Transformation. She is currently in charge of formulating and executing mergers and acquisitions transactions, creating a digital ecosystem of strategic alliances and running an In-House Startup Incubating Program to enhance the company’s Digital Transformation. As an agent of transformation for the company, she designs annual corporate culture programs including, agile project management, design thinking, digital leadership and reverse mentoring, and in 2019 she led them to the be recognized for “Technology Initiative of the Year” in Asia. In 2020, she was awarded “Woman Leader of the Year” by the Asia Insurance Industry Award and has also been appointed by the Korean government as the Korea Representative for Empower Alliance which is established directly under the G20 leaders and Co-Head for Women 20. Since 2010 she has also been a Certified Coach where she practices social responsibility by doing volunteer work for various women organizations. She currently serves as Chair of WIR Mentoring Program for the Korean German Chamber of Commerce and Co-Chair for Women Leaders’ Committee for American Chamber of Commerce in Korea where she built Mentorship Platforms for women.
Director, PwC Consulting Services (Malaysia) Sdn Bhd
Rohit Kumar has over 25 years of diversified consulting experience, including 14 years with PwC US. He currently leads the Forensic Technology Services team, and has a deep knowledge of using technology for systems controls and detecting financial fraud, operational risks, and enterprise risks. Rohit has been featured in prestigious magazines, such as CIO Review Magazine (2014, 2015) and The Silicon Valley Review (2014), and has been a regular speaker at industry conferences such as the Information Systems Audit and Control Associations (ISACA), The Indus Entrepreneurs (TiE), Malaysia Institute of Accountants (MIA), and Big Data Conferences. Rohit holds an engineering degree and has an MBA in Finance from Boston University.
Head of Talent Management and Learning & Development, Great Eastern Life Assurance (Malaysia) Berhad
Peter has 21 years of commercial experience in the areas of HR, Employee Engagement, Talent Management, Learning & Development, and Strategic Talent Acquisition, during which time he has trained more than 12,000 executives and managers. His current focus is on ways in which companies can use these areas to achieve sustainable growth, as demonstrated through his instrumental role in transforming the HR Function for Great Eastern Malaysia. In recent years his programs have earned him various awards and recognition, including LOMA’s Educational Achievements Award (for 8 consecutive years since 2009); GTI Media’s Winner of Malaysia Leading Graduate Employer for Insurance Category (for 7 consecutive years since 2009 and finalist in 2016); Recruitment Asia Award for BEST candidate experience 2016; BEST Onboarding Experience 2016; HR Asia’s Best company to work for in Asia 2016; and Aon Hewitt’s prestigious BEST Employer Malaysia 2016 for Commitment to Effective Leadership 2016.
Chief Risk Officer Guardtime Chairman International Insurance Society (IIS) Ambassadors
David Piesse is an advisory board member of Guardtime, a firm establishing blockchain data governance and compliance standards for industries and governments. He is helping to establish the global insurance and financial services blueprint for Guardtime, and focuses on cyber liability as an emerging risk. David is a frequent speaker on cyber liability and the use of blockchain technology for data-centric security and data provenance. He also publishes blockchain white papers with EY. David chairs the IIS Ambassadors; IIS is the only global insurance society promoting new risk strategies and advice for insurers. He started his career at Lloyds of London and was a global risk management consultant with the United Nations for seven years operating on all continents. He then served as the Global Head of Insurance and Asia Pacific Head of Financial Services for Sun Microsystems. David is a member of the Chartered Insurance Institute and the British Computer Society.
3:50 pm - 5:00 pm: The Convergence of Technology: How Will Selfies, Wearables, and AI Change Insurance?
Karl Ricanek Jr., Ph.D.
Co-founder, CIO & Chief Data Scientist, Lapetus Solutions, Inc.
Karl Ricanek Jr. is a Full Professor at University of North Carolina Wilmington in the Computer Science Department, and the founder and director of the Face Aging Group Research Lab (www.FaceAgingGroup.com) where he has been the primary project lead on more than $1.8 Million USD in Department of Defense and intelligence funded research since 2003. His current area of research is focused in developing algorithms for modeling age-progression for the mitigation of acute degradation of face recognition systems due to aging. He is also involved in research for robust facial analytics where he holds two US patents. He has extensive research background in pattern recognition, artificial intelligence, and machine and computer vision. Prof. Ricanek is a serial entrepreneur developing businesses around the new uses of biometrics and identity. His latest company, Lapetus Solutions, is poised to revolutionize financial services, life cycle event, and health.
Partner & Leader, Insurance & Allied Business Practices, PwC India
Joydeep has over 25 years of industry experience, primarily in senior business roles in insurance and banking. Before joining PwC India, he was Founder and CEO of L&T General Insurance Company Limited, which won the Model Insurer Award in Technology from Celent two years in a row. Earlier, Joydeep was part of the founding team of AIG’s Life Insurance JV in India, where he was Chief Distribution Officer for Life Insurance. He was selected by AIG as a part of their prestigious GMEDP program, which conducted projects around the globe. He has also worked for Standard Chartered Bank, Wipro, and Compaq Computer Asia Pte Ltd. Joydeep is a member of the CII National Committee for Insurance and Pensions, and served on the Board of Insurance Information Bureau (IIB). He was a founder and Director of the Financial Planning Standards Board and was one of the first CFPs in India. Joydeep was awarded the “Technology Leader of the Year” in 2011 by Asia Insurance Review and Celent. He is also a prominent speaker at national and international forums. He holds a degree in Mechanical Engineering and an MBA from IIM Calcutta.
As a founding Partner of Argyll Scott Asia, Shane is responsible for developing the Groups presence throughout Asia Pacific. With the initial opening of Hong Kong in April 2010, Singapore in July 2011, Bangkok in October 2015 and now Kuala Lumpur through the Reed acquisition, the Group has aggressive plans to expand through Asia over the next 5 years. Shane handles senior search assignments within financial services, commerce & industry, and insurance and have successfully placed a large number of senior professionals over the last 15 years.
General Manager and Head of Life & Health, ASEAN and Indian Sub-Continent, Hannover Re
Ravinder has nearly three decades of experience in the industry and has worked with some of the leading reinsurers in London, Amsterdam, Zurich, Singapore, and now Kuala Lumpur. A strong advocate for consumer education and protection, he is working steadily towards a fully insured population. He is the passionate founder of U for Life, the first Malaysian online life insurance platform which instantly issues e-policies. Ravinder is the General Manager of Life & Health Division of Hannover Re Malaysian Branch, a regional office responsible for 15 countries in ASEAN and the Indian Sub-Continent. Hannover Re is the third largest reinsurer in the world.
Global Pioneer & Expert in Strategy Implementation
Robin Speculand inspires leaders to change their approach to transform strategy implementation. Since assisting his first client, Singapore Airlines, over two decades ago, he has gone on to help governments, multinational corporations and local organizations across five continents to execute their strategies. Robin is also creator of the Implementation Hub — the first portal in the world dedicated to strategy implementation — designed to complement the implementation journey that companies must take to innovate their strategies and audit their execution capabilities.
An international bestselling author, Robin’s books include Bricks to Bridges–Make Your Strategy Come Alive, which set the benchmark for new thinking in his field, Beyond Strategy–The Leader’s Role in Successful Implementation, Building Your Execution Plan–182 Strategy Implementation Questions and his latest, Excellence in Execution–HOW to Implement Strategy, which provides a new approach to adopting the right mindset, toolset and skillset.
Senior Vice President and Managing Director, International Operations, LIMRA and LOMA
Ian Watts leads the LIMRA and LOMA operations that help member companies in Asia, Latin America, Africa, and the Middle East achieve their business objectives. Prior to joining LIMRA and LOMA in 2013, he was Global COO at ACE Life International, where he was responsible for their day-to-day operations and new business development. He has held CEO positions in India and China for AIG and AIA, and has extensive global experience in the UK, EMEA and Latin America.
With over 30 years of experience in customer and quality management, Sidney set up his own firm after working with American Express, Swire, and Andersen Business Consulting. He is a mentor for the Ping An Technology Group, providing mentoring to some of the its invested accelerators, and was instrumental in setting up the Hong Kong Management Association’s flagship HKMA Quality Award and the Best Practices Award. Most recently, Mr. Yuen has helped an Irish insurance technology company to enter into the Asia Market, and prior to that he was managing director, Greater China with NorthgateArinso and Head of Consulting, Asia with Convergys (now Concentrix).
In a highly interactive session that will include the use of audience live polling, Jeremy Blain uses real life examples from multiple industries to help identify what disruption looks like, and what it means to the future of your workplace. Jeremy will also present new findings from a recent study of the five key drivers for successful organizational change, including the impact of technology, the challenges of a cross-generational workforce, increasing diversity, the future of work infrastructure, and leader/manager readiness.
Drawing on his extensive global risk management experience, David will outline important benefits that blockchain technology is already bringing to the insurance industry. He will provide a practical perspective on how it is transforming claims processing and improving the customer experience for life and health insurers — while boosting profitability and decreasing risk.
Insurance companies have realised the value of direct customer contact and approach, not only for cross sell but also for pure client touchpoint impact. The client behaviouir however has changed from wanting to call/email to modern methods of accessing their financial partners. The revolution that is coming in post-sale client expectations in payment, claims, administrative help, financial and tax related help and planning and expected response time is being compounded by the fact that the client would also want to access the Insurer anytime/anywhere and through any device that is available to her. A look at the future of customer support through any channel of communication imaginable and unimaginable today.
General Manager and Head of Life & Health, ASEAN and Indian Sub-Continent, Hannover Re
Following a near death experience 10 years ago, Ravinder Singh knew in his heart that life insurance must be affordable, simple, and instantly available to all. That led him to become the passionate founder of Malaysia’s first instant-issue life insurance platform, U for Life. As a social enterprise that sprang from his vision to transform life insurance from a product that is sold to one that is bought, U for Life has revolutionized access to life insurance. In this presentation, Ravinder will share the operational challenges of issuing a policy that is underwritten online in only 10 minutes.
A Harvard Business Review cover story on why
company strategies unravel reports that the #1 concern for CEOs worldwide is
the ability to successfully implement strategy. They report that two thirds to
three quarters of these organizations struggle to implement their operational
strategies. Over the next 3-5 years, digitization within complex enterprises
will focus on creating knowledge-sharing and collaboration-cloud platforms at
the strategy level. Troy Barnes will discuss
transformative tools for the C-Suite to drive strategy, get results, and
create effective, swift, and seamless change.
Director, PwC Consulting Services (Malaysia) Sdn Bhd
Behavioural Economics (BE) is the application of economics and psychology to explain human behaviour. A classical economics explains that people are “rational” and make decisions that maximises their own economic utility. However, consumers often use seemingly "irrational" metrics and concepts to guide their behaviour when assessing the "value" of a product or service. Consumers use mental "shortcuts" to guide them towards what they believe to be the right decision. Consumers take into account social norms and the behaviours of fellow consumers when making decisions. Examples will be offered on how such behaviours can be harnessed in developing new offers or enhancing existing offers.
Managing contact center processes with measurable results is key in ensuring it successfully delights customers, generates revenue, and cuts waste. Yet many organizations do not have a well-articulated strategy in place to identify how to properly excel in those areas. This session will use benchmarks and firsthand research to pinpoint new KPIs, behaviors, and digital tools that Contact Center Heads must embrace to become a strategically important unit and meet the expectations set by other members of senior management.
Co-founder, CIO & Chief Data Scientist, Lapetus Solutions, Inc.
The life insurance industry is ripe for a technology revolution. Other insurance industries have already embraced the revolution, such as auto with telematics. But how will new technologies change the landscape for life insurance? How will the insurance industry respond to the global rise of mobile, advancements in artificial intelligence, and the need to engage customers through social platforms? Will policies be issued based on a selfie? Will traditional applications give way to personal assistants like Alexa, Siri, or Google Voice? Attend this session for a thought-provoking glimpse into the future.
In this two-part presentation, Cindy and Peter will first walk attendees through the latest trends and cutting-edge developments in education and training that are being used to educate a new generation of learners. You will then hear a detailed case study of how these education trends and techniques have been embraced and successfully implemented at Great Eastern Malaysia.
Kumjoo Huh will deliver a case study revealing Kyobo
Life’s experiences with embracing innovation in an era of disruption. She will outline
their strategy, share key challenges, and identify crucial components of the
program that produced such highly successful results.
This group of executives will discuss HR’s role in planning and implementing an organizational talent strategy. The discussion will include current and predicted future trends in
Talent acquisition and retention
The importance of remaining visible to strengthen employee engagement
Strategies to actively seek out diversity
How to support a corporate culture that will evolve with the ever-changing business environment
Global Pioneer & Expert in Strategy Implementation
Strategy is about making the tough choices; implementation is about taking the right actions. This straight-talking, highly engaging presentation will be invaluable to company leaders who want to successfully implement their strategy and avoid common pitfalls. Using a variety of stories, examples, and mini case studies, Robin will explore the eight areas of strategy implementation, explain an implementation success framework, and examine how leaders can identify the right actions and develop the discipline to take them.
Registration
Registration Fees
Register by 14 April, 2017 and save!
Early-Bird Rates (Register by 14 April): LIMRA and LOMA members: US$999 Nonmember: US$1,499 Spouse/Guest: US$99
Standard Rates (Registrations received after 14 April): LIMRA and LOMA members: US$1099 Nonmember: US$1,599 Spouse/Guest: US$99
Multiple Registration Discounts Available! For every five participants your company enrolls, you will receive a sixth registration for free. Email psasso@limra.com for more details.
Day passes available! Short on time? Only want to stop in for a day? Email mschwartz@limra.comto enquire about day pass options.
Need Help Getting Approval? Download our “Convince Your Boss” letter for ideas on how to get your request to attend approved!
Cancellation Policy
All cancellations and refund requests must be received in writing. These requests carry a $100.00 U.S. administrative charge. Full refunds minus the administrative fee will be granted on written requests received no later than ten business days before the meeting. No refunds will be granted if the request is received within ten business days of the meeting. If for any reason a meeting is cancelled, the Conference Organizers will refund the total registration fee. However, the Conference Organizers will not be responsible for any travel, hotel accommodations or other costs incurred. Cancellation requests should be submitted to meetings@loma.org.
Hotel / Venue
Le Meridien Kuala Lumpur 2 Jalan Stesen Sentral Kuala Lumpur Sentral 50470 Kuala Lumpur, Malaysia Phone: +6 03 2263 7888 Fax: +6 03 2263 7222
Hotel Reservations:
We have negotiated a limited number of reduced-rate hotel rooms to make your trip to Kuala Lumpur more affordable. Rooms at the group rate are limited and available on a first come, first-served basis, so be sure to book early for best selection and price!
Attendees who make their hotel reservations under the 2017 LIMRA LOMA Operational Strategies Conference group block will receive a nightly rate of MYR 478 nett (single) or MYR 524.7 nett (double) per night. This special conference group rate is available three days before and three days after the meeting dates and includes a daily buffet breakfast, in-room wi-fi, a 10% service charge and government taxes. Check in time is 15:00 and check out time is 12:00.
Cut-off date for reservations is 28 April, 2017. Reservation requests received after 28 April, 2017 will only be accepted on space availability, so be sure to book your rooms before this date!
Some participants may need a visa to enter Malaysia. Before making any travel arrangements you should contact the Malaysian embassy or consulate in your location for the latest information. Visa invitations will only be issued to paid conference registrants. To request an invitation please contact Ms. Megan Schwartz, LIMRA, at mschwartz@limra.com.
Become a Sponsor or Exhibitor
LIMRA and LOMA Conferences are made possible by the generosity of our sponsors and exhibitors. Sponsorship of the LIMRA/LOMA Operational Strategies Conference will help increase name recognition, build product and service awareness, and provide valuable networking opportunities to several hundred key decision-makers in the life insurance and financial services industries across Asia.
For details on the benefits of sponsorship, available packages, and how to apply to become a sponsor at the Operational Strategies Conference, see our PDF form here.
