Conference Agenda – 29th November 2011

08:00 – 17.30

08.00 Registration and coffee

08.50 OsneyMedia‘s welcome address

09.00 Chairman’s opening remarks

09.10 The importance of organisational brand building & employee branding in your client communications strategy

• Why service matters
• Best practises: setting standards and changing culture
• Defining a client service strategy
• The need for delivering a consistent message
• Using reporting for competitive advantage

Martin Cerullo, Managing Director – Development, APAC, Alexander Mann Solutions
Melanie Hirst, VP, Employer Brand & Marketing, APAC, Deutsche Bank Singapore

09.50 Driving change in Asian investment banking client management

• Challenges facing global asset management
• Understanding the fragmented Asian landscape
• Adopting a locally supported global operating model for clients
• Information quality and handling
• Impact of outsourcing on client servicing and reporting
• Data management in client communications

Elizabeth Chia, Head of Client Development Asia, Asset Owners, Managers and Alternatives, BNP Paribas Securities Services

11.00 Rapidly producing bespoke reports for your client

• Challenges involved in tailor-made reporting – adapting to local language and currencies, and keeping up with frequent demand
• Discussing how best to meet the increasingly sophisticated needs of Asian institutional investors
• What technology is available to support the demands and which is best for your business model?

Caron Seymour, Client Reporting Business Program Lead, JP Morgan Asset Management

11.40 Criticality of accurate data – the potential consequences of getting it wrong and how to avoid the pitfall

• The far reaching consequences of bad data on the business
• Operational technology solutions that also allow for good format reporting
• Is a centralised data warehouse the answer?

David Berry, Director, Market Data Global Sourcing

12.20 Panel discussion: the future role of client reporting, servicing and communications

• Coping with increased reporting demands – more information, greater frequency, increased transparency
• Managing enhanced reporting, improved flexibility and customization
• Beyond performance – client reporting for competitive advantage
• Beyond reporting to a broader communications remit
• Optimum internal structures, inter-relations with other functions and teams Panel to be made up of key speakers from the day’s presentations

12.45 Roundtable discussions

13.00 Networking Lunch

14.00 Managing client relationships

• Meeting the client demand for interaction
• Understanding the needs of different clients
• Getting the most from client satisfaction surveys
• Using conference calls and face-to-face meeting to the best of your advantage

Janice Wu, VP Asia Ex-Japan Head of Relationship Management, State Street Global Advisors

14.45 Case study: automation of the client reporting process

• What are the potential benefits?
• Could it work for your business?
• Is it right for every company?
• Implementation case studies

Jean-Pierre Gottdiener, Chef d’entreprise, Lucidine Conseil

15.30 Afternoon refreshments

16.00 Roundtable discussion: facilitated roundtable discussion on the three key issues faced by practitioners

16.30 The challenge of continuous change in client reporting in the investment management arena

Client reporting teams face several challenges, one of which is managing the continuous change of both content and format.
Some changes are self-imposed but most changes are driven by factors outside the direct hemisphere of client reporting.
Managing these changes is critical to the success of reporting teams. In order to ensure success, it is important to understand what drives the changing reporting environment and how these changes should be approached.

16.40 Your client servicing strategy – what system should you put in place and what should you do to support your team?

• Discussing the policies and procedures you should implement
• How does your structure fit into the organisation – ensuring transparency
• Optimising your team’s performance – skill sets you should promote, team building, and getting the most out of individuals

17.30 Closing remarks and close of conference