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.
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.
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.
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.
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.
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.
Robin Speculand 激发领导者关于改变战略执行转型方式的灵感。自从二十多年前为第一个客户—新加坡航空公司提供服务至今，他便开始帮助五大洲的政府部门、跨国公司和当地组织执行其战略。Robin 还是 Implementation Hub 的创建者，该公司是全球首家专注于战略执行的企业。在战略创新和执行能力审查的必经执行过程中，它为各大公司提供补强工作，使其如虎添翼。作为国际畅销书作者，Robin 的著作包括《Bricks to Bridges — Make Your Strategy Come Alive》，该书为他所在领域的新思维奠定了基准标杆；除此以外，还有《Beyond Strategy —The Leader’s Role in Successful Implementation》、《Building Your Execution Plan — 182 Strategy Implementation Questions》，以及他的最新著作《Excellence in Execution — HOW to ImplementStrategy》，他在书中为读者介绍了采用正确思维、工具和技能的新方法。
袁先生在客户和质量管理方面拥有30多年的经验，在American Express、Swire和Andersen Business Consulting的工作之后成立了自己的公司。他是平安科技集团的指导，为其部分投资提供指导，他还在设立香港管理专业协会的旗舰金管局质量奖和最佳实践奖方面发挥了重要作用。最近，袁先生帮助一家爱尔兰保险技术公司进入亚洲市场。在此之前，他曾担任NorthgateArinso的大中华区总经理和Convergys（现为Concentrix）的亚洲咨询部主管。
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
10 年前与死神擦身而过的经历让 Ravinder Singh 深切地体 会到人寿保险必须价格合理、简单，而且让每个人都能立 即投保。这让他成为马来西亚首个即时人寿保险平台 U for Life 的积极创办人。作为一家社交平台公司，U for Life 以他 的远景为起点，将人寿保险从供出售的产品转变为供购买 的产品，从而改变了人寿保险的投保方式。在这场讲座 中，Ravinder 将分享仅 10 分钟在线核保并签发保单的运营 挑战。
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.
