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2017 Operational Strategies Conference

Game Player or Game Changer? Agility in Disruptive Times

May 22, 2017 – May 23, 2017
Le Meridien Kuala Lumpur, Malaysia

MONDAY, MAY 22, 2017

7:30 am - 5:00 pm

Registration Opens

8:30 am - 9:00 am

Welcome & Opening Remarks

  • Ramzi Toubassy

    Vice President
    Life Insurance Association of Malaysia (LIAM)
  • Ian J. Watts

    Senior Vice President and Managing Director, International Operations
    LIMRA and LOMA

9:00 am - 10:30 am

The Future of Work – What is Coming & How to Prepare Your Organisation for Success

  • Jeremy Blain

    Regional Managing Director
    Cegos Asia Pacific
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.

10:30 am - 11:00 am

Networking Break

11:00 am - 12:00 pm

The Transformative Power of Blockchain Technology

  • David Piesse

    Chief Risk Officer
    International Insurance Society (IIS) Ambassadors
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.

12:00 pm - 1:00 pm


1:00 pm - 2:00 pm

Concurrent Session

1A - OMNIChannel Customer Support

  • Joydeep K. Roy, MBA

    Partner & Leader, Insurance & Allied Business Practices
    PwC India
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.

1B - Reinventing the Life Business in the Smart Era

  • Ravinder Singh

    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.

1C - Implementing Operational Strategies: Bridging the Digital Gap in the C-Suite

  • Troy Barnes

    Chief Customer Experience Officer
    AIA Bhd.

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. 


2:00 pm - 2:20 pm

Session Change

2:20 pm - 3:20 pm

Concurrent Sessions

2A - Behavioral Economics

  • Rohit Kumar, MBA

    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.

2B - Is your contact centre ready for destruction?

  • Sidney Yuen

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.

2C - Information Coming Soon!

 Information Coming Soon!

3:20 pm - 3:50 pm

Networking Break

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.
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.

5:00 pm

Networking Reception
TUESDAY, MAY 23, 2017

8:45 am - 9:00 am

Welcome Back

9:00 am - 10:45 am

LOMA’s Education Initiatives & the Great Eastern Story

  • Cindy Henry, FLMI, FSSI, ASRI, ALHC, PAHM, ACS

    Director - Learning Product Management
  • Peter Law

    Head of Talent Management and Learning & Development
    Great Eastern Life Assurance (Malaysia) Berhad
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.

10:45 am - 11:15 am

Networking Break

11:15 am - 12:15 pm

Creating and Leading Innovation in the Korean Market in an Era of Disruption

  • Kumjoo Huh

    Managing Director
    Kyobo Life Insurance Co., Ltd.
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.

12:15 pm - 1:15 pm


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
  • Zohrab A. S. Chong

    Head, Learning & Development and Talent Management
    AXA Affin General Insurance Berhad, Malaysia
  • Cindy Henry, FLMI, FSSI, ASRI, ALHC, PAHM, ACS

    Director - Learning Product Management
  • Shane Sibraa

    Managing Director, APAC
    Argyll Scott Asia

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

2:30 pm - 3:00 pm

Networking Break

3:00 pm - 4:00 pm

Closing Keynote Presentation: Strategy Implementation Challenge

  • Robin Speculand

    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.