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Conference Agenda


ACI – The Financial Markets Association Brigid Taylor Managing Director ACI – The Financial Markets Association

09.30 - 10.30
Leadership vision – getting to a long term culture

“…We recognise culture change takes time and there is still more to do. So we have to keep a watchful eye on the progress firms are making.” Andrew Bailey, CEO, The FCA

Culture matters. The UK regulator has made it clear they will take a stronger stance on firms to deliver a strong, resilient and healthy culture in the long term – so how are firms responding to the long term culture game? With thinner margins set on the horizon and Brexit woes, conduct will need to be more embedded to prevent the temptation of poor judgement.

  • What do we mean by a good culture long term culture?
  • How do we go about measuring this, managing this and assessing whether it’s going right?

Hear what leaders from major financial institutions are forecasting over the next 5 years.

Deutsche Bank Toby Billington Global Head of Wholesale Culture and Conduct Deutsche Bank

Moderator: Clientele Yurika Pistorius Group Compliance Officer Clientèle

10:30 - 11:00
Perspectives from other industries on customer services and culture

The Financial Services industry can learn a great deal from other industries on overcoming hurdles to improve customer service, build trust and deal with broader ethical issues. Hear valuable insights from the pharmaceutical industries to get culture right.

GlaxoSmithKline Andy Daniels Head of Anti-bribery and Corruption, Sanctions and Export Controls Centre of Excellence GlaxoSmithKline

11:00 - 11:30
Coffee Break
11:30 - 12:30
The latest thinking in behavioural analytics for conduct programmes

Understand the latest thinking in behaviour analytics and how to best use this to improve your conduct programme and overall culture change management.

Deutsche Bank Toby Billington Global Head of Wholesale Culture and Conduct Deutsche Bank

EFG Private Bank Russell Hornsby-Clifton Head of Compliance EFG Private Bank

12:30 - 2:00
2:00 - 2:30
The evolution of good conduct and customer experience – an unbalanced state

The relationship of conduct and compliance into customer experience is a critical question to address long term reputation. Firms are battling astronomical volumes of complaints while strengthening resources and number of conduct risk programmes across an organisation.

  • Is great conduct really the same as great customer experience?
  • What does conduct really look like when linked with the customer experience?

Hear how firms look to deal with this imbalance.

AIB Martin McKeogh Group Head of Conduct AIB

Moderator and speaker Markus Krebz

2:30 - 3:30
How to permeate tone from the top to the bottom on good conduct

Saying to do the right thing is no longer good enough. So how can firms ensure tone from the top really permeates right down the organisation and engages with this concept?

  • What does this education on risk management look like internally?
  • Who can you work with internally to ensure your workforce is really engaged?

Hear ideas that work to engage your workforce on culture throughout the organisation.

Standard Bank Seán Flanagan MBA, Chartered FCSI, Chartered Wealth Manager, CAMS Head of Compliance - Offshore Group Standard Bank

Willis Towers Watson Angela Paul Head of Employee Research EMEA Willis Towers Watson

Moderator: ACI – The Financial Markets Association Brigid Taylor Managing Director ACI – The Financial Markets Association

3:30 - 4:00
Coffee Break
4:00 - 5:00
Lessons learnt from poor culture

This session examines key lessons learnt from poor culture: the building blocks of culture, what goes wrong and how management can take measures to prevent bad culture from emanating.

Willis Towers Watson Alasdair Wood Director Willis Towers Watson

Wells Fargo Arturo Garcia de las Heras EMEA Head of Regulatory Competence, EMEA Compliance Wells Fargo

Clientele Yurika Pistorius Group Compliance Officer Clientèle

5:00 - 5:30
Digitalization: Can Machines Outperform Humans In The Management of Conduct Risk

Lloyds Banking Group Jonathan Smith Digital Compliance and Conduct Risk Manager Lloyds Banking Group

Moderator: Insurance Academy Istanbul University Zeynep Stefan Lecturer Insurance Academy Istanbul University

5:30 - 7:00
Networking Drinks
End of Forum

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