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
Chief of Staff – Asian Markets Regional Head of Human Resources - Asia Pacific Markets
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 Procter and Gamble, 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.
1:15 pm - 2:30 pm: Executive Panel: Strategic Talent Management: Find them, get them, keep them
Head, Learning & Development and Talent Management
Zohrab Chong has more than 20 years of experience across industries in Malaysia since he graduated from Monash University, Melbourne, Australia. He was formerly a practicing lawyer, an economic trade officer with the South African High Commission, and an internal business developer before joining the insurance industry. He began his insurance career as a loss adjuster before moving onto claims, business excellence, learning and development, and talent management. Zohrab’s operational experience enables him to understand and lead Learning & Development and Talent Management at AXA Affin General Insurance Berhad. He is focused on transforming his areas of responsibility, including agent development in Malaysia and across the region. Zohrab has also served the industry as leader of the Young Managers Think Tank of Malaysia from 2010 to 2014, and he recently completed a lengthy assignment to AXA University’s Asia Campus in Singapore as the Regional Learning Business Partner.
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
, FLMI, FSSI, ASRI, ALHC, PAHM, ACS
Director, Learning Product Management, Education and Training Division
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
Managing Director
For the past two and a half decades, Kumjoo Huh has worked for Kyobo Life, a company with an asset of over US$70 billion. In her current position, she leads the B2B Division, overseeing marketing, consulting and client services for corporate pension and group insurance plans of fortune 500 companies and approximately 1,000 Korean corporations. She is also in charge of global projects and international relations with overseas insurance organizations. She previously worked for Kyobo Life in China, where she successfully established a strategic alliance with China Life and corporate social responsibility projects with The Insurance Association of China. She also initiated and leads the Diversity and Inclusion program at Kyobo Life. Kumjoo received recognition for her industry contribution from the Korean Minister of Finance and Economy. She has served as Director for the CCISSR (Center for Insurance and Social Security Research) at Peking University. She is currently Co-Chair for the Professional Women’s Committee of the American Chamber of Commerce in Korea.
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
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?
, Ph.D.
Co-founder, CIO & Chief Data Scientist
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
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
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
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 is looking like, and what it means to the future of our workplace. Jeremy will also present brand new research on a recent study on 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 Piesse will outline some potential benefits that blockchain technology is bringing to the insurance industry. His session will provide a practical perspective on how blockchain is transforming claims processing and improving the customer experience for life and health insurers, while at the same time boosting profitability and decreasing.
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
Following a near death experience 10 years ago, Ravinder Singh is now the passionate founder of Malaysia’s first instant issue life insurance platform. The experience left Ravinder believing that life insurance must be affordable, simple and instantly available to all, and thus “U for Life” was born. 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 just 10 minutes.
The Harvard Business Review in a cover report on why company
strategies unravel, reports that the #1 concern for CEOs worldwide is the ability
to successfully implement strategy, and 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 level of strategy. Bob Epner and Troy Barnes will discuss
transformative tools for the C-Suite to drive strategy, get results, and
create change effectively, swiftly, and seamlessly.
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.
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.
The life insurance industry is ripe for a technology revolution. Disruptive change is guaranteed. Other insurance industries have already embraced the revolution, such as auto with telematics. But what will it look like for life insurance? How will the life insurance industry respond to the global rise of mobile, advancements in artificial intelligence, and the need to engage customers through social platforms? How will these technologies change the landscape of life insurance? 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.
Director, Learning Product Management, Education and Training Division
In this two-part presentation, Cindy and Peter will first walk attendees through the latest trends and cutting-edge developments in E&T, and then present a case study of how those initiatives have been successfully implemented at Great Eastern Malaysia. Attendees will hear about what is being done to address the new generation of learners around the world, and then conclude with a detailed overview of how Great Eastern has embraced talent development.
Kumjoo Huh will deliver a case study overview on Kyobo Life’s experiences with embracing innovation in an era of disruption. She will outline their strategy, share key challenges, and identify key components of the program that were able to produce such highly successful results.
Director, Learning Product Management, Education and Training Division
This group of executives will discuss HR’s role with planning and implementing an organizational talent strategy. The discussion will include current and predicted future trends in talent acquisition & retention, the importance of remaining visible to strengthen employee engagement, strategies to actively seek out diversity, and 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 avoid common pitfalls and successfully implement their strategy. Using a variety of stories, examples and mini case studies, Robin will explore the eight areas of implementation and its framework and advise on how leaders can identify the right actions and develop the discipline to take them.
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.
ホテル／会場
ルメリディアン・クアラルンプール マレーシア 50470 クアラルンプール 2 Jalan Stesen Sentral, Kuala Lumpur Sentral 電話：+6 03 2263 7888 ファックス：+6 03 2263 7222
Hotel
Reservations: Make your hotel reservations under the 2017
LIMRA-LOMA Operational Strategies Conference group block to receive the nightly
group rate of MYR 478 nett (single) or MYR 524.7 nett (double) per night.
The special conference group rates are available three days before and three
days after the meeting dates and include 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!
