Summit Agenda

Improve Your Firm’s Culture - Engage & Protect Your Staff, Your Customers & Your Business




Chair’s welcome

Adrian Clark, CCO, RBC Global Asset Management (UK)
9:10AMKeynote Interview

Review of recent activity and the impact on business models and losses

  • What appetite firms typically have for conduct risk, and what appetite they should have
  • Is the increased focus on conduct and culture creating a slowdown in losses?
  • How conduct and culture impact the business model and capital reservation
  • What is the cost of getting conduct risk wrong?
  • How getting conduct risk right can benefit the financial services industry and customers / clients
  • Changing market dynamics - Are particular products being taken off the market? Are more customer-centric products being launched?
  • Demonstrating that your firm is adequately addressing conduct risk
  • Conduct risk - standalone discipline or integral part of a broader operational risk framework?
  • Eavan Garvey, Head of Group Conduct Risk, Bank of Ireland
  • Tim Minall, Chief Compliance Officer, WorldPay
  • Jodie Cohen, Head of Content, Finance Edge

Evolution of conduct risk – learning from the legacy and adapting for the new challenges

  • Conduct strategy response to PPI
  • How data has helped
  • Moving the debate from product and sales process to execution risk and post-sales
  • Impact on loss experience
  • The new frontiers of conduct: customer journeys, vulnerability and digitisation
  • Petra Watkinson, Head of Conduct & Analytics, Lloyds Banking Group

Setting and implementing a conduct risk strategy

  • Defining, measuring and managing conduct risk
  • Behavioural analytics to measure your firm’s conduct risk
  • Identifying emerging risks
  • Ongoing monitoring - keeping track of activities, and the possibility of a rogue incident going up or down
  • Viewing conduct risk in the context of: other risks, your overall business strategy, your firm’s culture, and the language / jargon used by employees
  • Clarifying the changes needed to meet existing and incoming regulatory standards
  • Selecting which models to use and which processes to have in place
  • Implementing key risk indicators and other metrics around conduct risk
  • Setting a timeline - what should be done, by whom, and by when
  • Leslie Perry Coombs, Chief of Staff & Operational Risk Programme Manager, UBS
  • Libby Denchfield, Managing Director, Standard Chartered
  • John Brennan, Head of Conduct Risk Compliance, Deutsche Bank

Networking break


What we know about incentives, culture & compliance

  • New experimental study examining the behaviour of financial services executives.
  • Can culture overcome the adverse impact of profit-focused incentives?
  • Latest experimental research findings and their practical implications.
  • Elizabeth Sheedy, Ph.D., Associate Professor - Macquarie University Applied Finance Centre

Staff training, remuneration and incentives – embedding conduct risk awareness within your firm’s culture

  • Ensuring senior managers are aware of key conduct risk issues, and engaged in the importance of good conduct
  • Enabling your managers and trainers to effectively coach and support their teams
  • Enabling individuals to manage conduct risk for their specific areas
  • Setting the right rewards structures and incentives over a long-term horizon, as risks materialise over a long time
  • Measuring, managing and assessing long-term culture, and embedding the right risk culture within your firm
  • Strategies to change the behaviour of your workforce
  • Alison Smith, Internal Audit Director, Barclays
  • Heidi Mosbek, Head of Group Business & Technical Audit, Generali
  • Libby Denchfield, Managing Director, Standard Chartered

Networking lunch


Open roundtable

Network at small tables and join an interactive discussion on the most pressing issues facing your industry. Suggested topics:
  • Anticipating and overcoming common challenges, e.g. managing individual accountability, when an issue crosses over multiple departments
  • Scope and ownership of conduct risk - how much does each department / individual own conduct risk within a firm?
  • Managing the conduct agenda alongside the focus on revenue, cost-cutting and other regulations
  • The implications of extending SMR into the rest of financial services
  • Root cause analysis - uncovering the drivers of conduct risk
  • Knowing when to include losses from litigation in your calculations, and when not to
  • Effectively maintaining Chinese walls within a large organisation
  • Managing risk across an extended organisation – vendor governance
Roundtable leaders:
  • Derek Hammond, Head of Culture & Conduct, Societe Generale Corporate & Investment Banking
  • Helle Meineche, Head of Group Compliance, Danske Bank
  • Debbie Wright, Senior Manager, Risk, Policy & Controls, Nationwide Building Society
  • Imtiaz Hussain, Head of Audit UK, Ireland & Service Delivery Centres, BNY Mellon
  • Heidi Mosbek, Head of Group Business & Technical Audit, Generali

Regulators’ perspectives

  • Insights into European regulators’ current perspectives, regulatory objectives and expectations relating to conduct risk and consumer protection
  • Recent and upcoming developments in regulatory policy and assessment
  • Dr Dirk Haubrich, Head of Consumer Protection, Financial Innovation and
    Payments European Banking Authority

Managing the conduct agenda alongside increasing automation and client / customer demands

  • How digitisation impacts the customer experience
  • Providing ease of service, the best rates and tailored products, while ensuring good conduct
  • Minimising the conduct risk of increasingly communicating with customers through a digital interface
  • Building infrastructure that can meet the digital demands of customers
  • Giles Spungin, Global Head of Operational Risk & Regulatory Compliance Analytics, HSBC
  • Kimon de Ridder, UK Compliance Oversight Director, Aviva PLC
  • Laurence Bogni-Bartholmé, EMEA Head of International Risk Oversight - SVP, Wells Fargo

Networking break


Enabling a continuous audit of conduct risk

  • Developing a framework for continuously auditing conduct risk in the end to end process value chain
    • Auditing the conduct risk framework
    • Tie in with the Senior Managers Regime conduct rules
  • Conducting these audits
  • Imtiaz Hussain, Head of Audit UK, Ireland & Service Delivery Centres, BNY Mellon

Safeguarding your clients / customers

  • Aligning good conduct with the customer/client experience - training your staff to improve levels of service, while complying with conduct risk principles
  • Reducing complaints and improving your complaints handling procedures
  • Using machine learning to reduce the risk of data breaches and rebuild trust
  • Overcoming execution issues in the servicing space that cause conduct risk
  • Managing disclosures of conflicts of interest
  • Identifying and safeguarding vulnerable customers in an increasingly digital world
  • Helping customers to make better choices when purchasing financial products
  • Douglas Barton, Internal Audit Manager, Virgin Money
  • Elizabeth Sheedy, Ph.D., Associate Professor, Macquarie University Applied Finance Centre
  • Adrian Clark, CCO, RBC Global Asset Management (UK)

Chair’s summary and close of summit

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