Regional Head, Contact Center and Servicing Platforms
Topic: How DBS Bank Accelerates Digitalization Transformation With Robotic Program & How RPA Enables DBS to Free Up 25K Man Hours of Menial
Kailash has been in Retail / Consumer Banking for over 20 years which cover areas of Digital Servicing, Chatbots, Contact Centre, Operations, Technology, Program Management, Customer Experience and Sales & Distribution. He is passionate about predicting customer struggles and providing Just-in-time interventions thereby increasing digital engagement with the customers.
Head Quality Management and Process Improvement- Process Excellence Group
Tata AIG General Insurance Company Limited
Masterclass A: RPA and IA Bootcamp : Preparing Your Organization for Successful RPA Implementation
Topic: RPA Unique Design to enhance Client Experience and optimize Cost : Positive influence to NPS (External – Client focus) and further optimizing Customer Acquisiton & Retention cost (Internal – Organization focus)
A certified Master Black Belt, Speaker, Certified Lean Practitioner, Certified Business Process Modelling, Certified coach 5 S, COPQ Practitioner, Certified Examiner & Jury for QIMPRO Convention and Quality Awards, TQM Facilitator for creating continuous Improvement , drive cross functional process thinking, achieve business results through impactful projects, instale relevant creative practices to create sustainable workplace capability and mentor Innovation and Digitization program (Robotics, Artificial Intelligence, Re imagining business initiatives and interventions), drive Net Promotor Survey and Score and work on Customer Database, Digital Solution for customer satisfaction.
Now at Insurance leading Customer Service & Business Ops, Quality Management & Process Improvement,Grievance Management and driving Excellence, Innovation, Digitization, Project Management, Business Process Management and creative Workplace Practices with holistic total Quality thinking towards making a World Class Organization.
ROBERTO RAMIREZ PINSON
Senior Vice President, Retail Risk Regulatory Reporting Global Lead and Data Strategy Expert
Topic: Citibank Case Study: How Robotic Process Automation Helps Citi Deliver Massive Benefits in Productivity Through Automation of Manual Process
Roberto Ramirez is a SVP in Citi Singapore with over 20 years of professional experience in the areas of Operations Management and Data Analytics and Regulatory Reporting across North America, LATAM, EMEA and APAC Regions for major Financial Services Providers such as BBVA and Citi. He currently oversees the implementation of major initiatives around Data Strategy and Regulatory Reporting. He has been a key player in the most critical initiative for the Retail Bank in Citi globally, from Credit Loss Management, to Business Transformation and most recently in the transformation on Risk Regulatory Reporting. Roberto holds a Master’s Degree in Business Administration from ESADE Business School (Barcelona, Spain) and an BS in Industrial Engineering from Monterrey Tech, in Mexico.
Data Analytic Project Leader (Leading Robotic Process Automation (RPA) in East Asia Japan Pacific)
Topic: The Dark Side of Robotics: Lessons Learnt from Failed Robotic Process Implementation
Allan has a Bachelor Degree in Supply Chain from the Business School of Troyes in France. Thanks to his degree he had the opportunities to work several times abroad especially in UK and Vietnam.
He joined Schneider Electric 1.5 year ago in Vietnam. He was part of the logistics team and he was aiming to improve the domestical transportation using new tools such as Analytics software.
Now a days he is a Project Leader based in Malaysia. He is working at the global level to deploy a Proof of Concept realized in East Asia that has for goal to improve the End to End Lead time. He is also working in the region to lead and deploy Robotic Process Automation in Schneider Electric Supply Chain. He also took part to the global RPA Architecture definition.
Allan is always motivated to collaborate with other people from different background to improve the Supply Chain and his knowledge.
CHIN ZE WEI
East Asia, Japan and Pacific Regional Leader
Head Of Operations Transformation
Topic: Preparing your Organization for RPA and IA Implementation: Developing Realistic Targets, Quick Wins and Roadmaps to Enable Successful Implementation
Over 19+ years’ experience in Insurance – High-performing operations leader managing and driving transformation in Regional role in Operations and Customer Experience across multiple geographies in Life and P&C operations in Asia and setting up Shared Service Centres In Asia. Led a major change in Cloud CRM and Contact Centre platforms.
Currently as Head of Operations Transformation – Leading the Centre of Excellence for Operations Transformation Allianz – ensuring digital and seamless Customer Experience in New Business, Servicing and Claims with focus on Optimization, Simplification, Automation and STP, Customer centricity, Omni-Channel, Servicing CRM.
- AXA 6 + years in HK – Previously led similar transformation in AXA where designed and Rolled out Omni- Channel CRM with SFDC Service Cloud and Genesys Pure Cloud for Contact Centres including automated Instant Customer Feedback (ICF). Common CRM for all entities for enabling single view of Customer and Customer interactions for personalised and consistent service to customer
- ING – 10 Years – Lead the Region for Operations Processes Optimisation
Head of Enterprise Architect Governance Global Consumer Technology Asia & EMEA
Group Vice President, Head of Axiata Analytics
Topic: Dealing with Unstructured Data Analysis and Unclear Rules-Based Processes in RPA
As the head of Axiata Analytics Center, Pedro Uria-Recio leads advanced analytics across the operational companies of Axiata Group, a Malaysian telecom and digital conglomerate in 10 Asian countries. With a cross-functional team of business consultants, data scientists, engineers as well as digital professionals, Pedro focuses on marketing analytics, digital growth hacking, artificial intelligence and automation as well as cost analytics for the telecom networks.
Prior to Axiata, Pedro was a management consultant specialising in strategy and marketing in the technology and banking industries at McKinsey & Company based in Kuala Lumpur and in Santiago, Chile. Pedro also worked in IT strategy and architecture in Veolia in Hong Kong, and in Research and Development in France Telecom in Paris. Pedro holds an MBA from the University of Chicago Booth School of Business and a BsC in engineering in Spain.
Technology & Innovation Specialist
(Formerly - IBM, Kotak Mahindra Bank, Coca Cola)
Pre-Conference Masterclass: Scaling RPA for Enterprise Wide Adoption
Topic: Assessing RPA Missteps to Avoid Failures in the Long Run
Topic: Incorporating Successful Change Management Strategy as a Part of RPA
Vartul Mittal is a Leading Industry Expert and a seasoned Global Management Consultant. He is a Digital Transformation & Innovation Leader with a sustained track record of successes in driving innovation and exceeding business objectives by passionately helping businesses build a cost effective, customer oriented and resilient operating model by optimizing their operations, technology, shared services and workforce strategies. He has a unique ability to integrate the art (change management) with the science (analytical problem solving and performance improvement) to deliver sustainable and tangible results.
Head, Robotics Process Automation
RHB Bank Malaysia
Head of Freight and Transportation systems and RPA (Asia Pacific)
Topic: Taking RPA to the next level: Scaling Implementation into Global Expansion – Setting up an RPA Center of Excellence, from inception to steady state
Roundtable: Getting started with RPA – Decide What, Where, When, Why and How to Automate
Ferhad is the General Manager and Head of Transportation, Freight and RPA systems at CEVA Logistics. While at CEVA, he set up the Robotic Process Automation (RPA) COE from inception to a steady state self-governing entity. He then spearheaded the productivity drive in CEVA Asia Pacific, implementing a combination of RPA initiatives with data analytics to help streamline several processes.
Ferhad also serves as the Vice President for the Singapore Computer Society, Supply Chain Management (SCM) Chapter, organizing several forums and initiatives to grow digital supply chain maturity. He is currently in the process of transitioning to a new role at TOLL Group.
Prior to joining CEVA, Ferhad was managing the global multi modal transportation systems team for American President Lines (APL). He started his career as a Graduate Trainee consultant at IBM Singapore. Ferhad hold a Masters (Master of Technology) and Bachelor’s Degree (Computer Engineering) from the National University of Singapore(NUS).
Chief Transformation Officer
Media Prima Berhad
Topic: How RPA and IA Can Improve Productivity of Legacy Systems
RAJAN KUMAR UPADHYAY
Machine Learning Technical Expert
Topic: Developing the Center of excellence to Scale up RPA
Rajan Kumar Upadhyay is the Machine Learning Technical Expert at DHL, He holds PGPX from UCLA Anderson(US) & APSM from IIM Calcutta(India). He is specialist technologist, certified enterprise architect (Togaf9), Certified RPA & Certified blockchain strategist. he has more than 16 years of strong IT experience varies from various platforms to various technologies. He owns a consistent track record of increasing market share, organizational potential, profitability, and product value within the global markets.
In the past he managed to lead various successful startups/Enterprise business initiatives including jabong.com as one of the leader as ecommerce player in India, OP unit for GSP program for eBay US and Pitney Bowes (India), GoodEarth.in & Nicobar.com both are leading ecommerce ventures, Rajan has lead its technology & functions from its inception stage.
In his current role he is associated with DHL, helping supply chain business transformation using intelligent combinations of Data Science , Machine Learning, Natural language processing & Robotic process automation. His day always starts with thinking something new & rolling out those ideas into concept & then reality.
Rajan makes technology clear to lay audiences & delivers a thoughtful, easy to understand, and up-to-date view of the future of technology. He addresses how it will impact a variety of tasks and industries. He explores technology innovation, disruption, and the real-world applications of AI, MI, NLP and RPA. Energetic on stage, he provides powerful visuals and jaw-dropping insights, addresses business, technical, and ethical issues, customizes his talks to his audiences’ industries, and enjoys interactive Q&A.
Managing Director, GSC HSBC Malaysia and Head of Workforce & Capacity Management Global Operations
Topic: Case Study: How RPA Delivers Value by Improving Automation in Operations
Neeti Mahajan is Managing Director, Head of Operations for HSBC Global Service Centre, Malaysia. She joined HSBC in 2001 within payment operations and has since held a number of key roles in the Group’s operations in multiple geographies, including postings in India, London and Kuala Lumpur.
Before her appointment as Managing Director for GSC Malaysia in August 2017, Neeti was Centre Director at GSC Hyderabad, India. She is a business professional with over 20 years of experience spanning operations, change and transformation, process and customer journey improvements and Lean and six sigma deployments.
SAFINAS MOHD IBRAHIM
Senior Vice President, People Intelligence & Project Activation (HR)
Head, Operations Innovation and Resilience
AXA Affin General Insurance Berhad
Global Servicing Network
Topic: Case Study: How RPA transforms your customer experience
Raj Chaudhuri, Board of Director & member of the Country Executive Team in American Express Malaysia, leads an array of Operational activities to fulfill servicing requests to keep customer accounts running smoothly and facilitate Customer spending. He also manages the performance and expansion of robotics and automation across various Processes supporting B2B and B2C customers for Japan & APAC region. A keen enthusiast in bringing a digital revolution in servicing world, Raj focuses on empowering teams to drive Process optimization & standardization and making hubs digital ready. Raj joined American Express back in 1998 in India and has held several roles in different areas of business.
Vice President, Audit Automation and Data Analytics, SME for Artificial Intelligence and Machine Learning
Topic: Case Study: How RPA Will be a Game Changer in the World of Data
Sandeep is a Global AI speaker and spoken at various conferences across the globe. Over the last 13 years of his career in banking domain, he has demonstrated is expertise in various technologies starting from the legacy platforms to newest AI related technologies. He achieved multiple awards and recognition for his work in banking technology field. At present, Sandeep is driving automation efforts for audit department at Bank of America, Singapore.
Sandeep is also involved in post graduate research in Artificial Intelligence for his masters at Liverpool John MooresUniversity and holds B. Tech in Electrical Engineering from MNNIT Allahabad, India.
His area of expertise includes Statistics, Machine Learning, NLP, Deep Learning, and Reinforcement Learning.
Head – Group Operations and Technology
Hong Leong Bank Berhad
Topic: Case Study: How RPA and IA Brings Massive Automation in Reporting, Financial and Accounting Closing
Head of Procurement – APAC, India & Japan
Topic: Digitalization and RPA in Procurement: A Compelling Value Proposition
Ramesh is the Head of Procurement for Philips APAC, India & Japan. His organization is responsible to fuel profitability and growth in the region through strong strategic relationships, providing procurement insight, innovative thought leadership, and direction to transform the value offering of the Philips businesses. A key part of his responsibility is to develop and drive multi-year Procurement strategies and initiatives at various levels with respect to key policy decisions and resolution of high impact issues.
Prior to Philips, Ramesh spent the better part of his career transforming and running Supply Chain and Procurement organisations in companies such as Hewlett Packard, Motorola and Hughes Software Systems. He started his career with the Indian Armed Forces as a commissioned officer. Ramesh has worked in senior leadership positions with P&L responsibilties both in general management and supply chain development capacities in Europe, Middle East, South East Asia and Asia Pacific and Japan regions.
Ramesh is a thought leader in Procurement and Supply Chain and makes valuable contribution to the industry by speaking in various professional procurement forums. He has published various white papers on Strategic Sourcing and supplier management and is an Advisor to the PSB Academy Singapore as a part of the Science and Advisory Panel.
Ramesh holds Executive certifications in Export Marketing from Indian Institute of Foreign Trade and holds a Post Graduate Diploma in Export Management and a degree from University of Delhi.