Reinventing Efficiencies - SWIFT · Reinventing efficiencies Welcome to SWIFT Operations Forum Asia Pacific 2019 Asia Pacific is taking a global lead in financial services innovation

Operations ForumAsia Pacific

ReinventingEfficiencies

29 – 30 October 2019 | Swissôtel The Stamford | Singapore #SOFAP2019

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SWIFT Operations Forum Europe 2018

Regulatory Compliance and SWIFT Messaging

Based in the Netherlands and Luxembourg, K-Consultants delivers high quality consultancy advice and software to the Financial sector. We offer many API solutions that can be used with in-house IT applications. If you are looking at alternatives for message validation, MT/MX translation or any format to MT/MX format; Or if you need an application to match messages, or to filter duplicate message emission/reception, stop looking. From simple APIs (including REST) to complete EAI platforms, we offer a complete suite around SWIFT messaging.

We deliver value to the biggest banks and market infrastructures worldwide. Come see why they have chosen us.

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PPI specializes in software products, payment consulting and is market leader for EBICS and FinTS.PPI’s products offer the complete payments processing chain for banks from customer-bank communicationvia core bank processing to interbank communication. PPI’s payments consulting ranges fromstrategic and business consulting to IT consulting. PPI advises in all payments areas, i.e. regulation,instant-, individual-, bulk-, card payments.• TRAVIC-Payment Hub – high-performing XML-platform for core

bank processes, ISO 20022/SWIFT GPI compliant• Leading EBICS solutions for end-to-end payment-fulfilment

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• SEPA instant payments – perfectly orchestrating the entire payment process for instant payments across all stations

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Trace Financial’s Transformer delivers message transformations faster – no matter how complex the requirement. Transformer is used by major financial institutions, service providers and vendors. Users can quickly build solutions to validate, enrich and transform ISO 15022 and 20022, FIX, FpML, and many other standards and formats. Transformer is highly intuitive, does not require any coding stage, and is deployable into any technical infrastructure. Trace Financial also supplies the CREST Bridge, a reliable, well-proven integration solutions for Euroclear UK & Ireland’s CREST, and CAMS, the leading corporate actions management system.

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EXHIBITORS

#SOFAP2019 SWIFT Operations ForumAsia Pacific 2019

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Reinventing efficiencies

Welcome to SWIFT Operations Forum Asia Pacific 2019

Asia Pacific is taking a global lead in financial services innovation and is fast defying traditional models. Alternative payment institutions, payment services providers and retailers are pushing the boundaries of digital payments and enhanced customer experiences to stay ahead of the game.

Today, the payments market is growing rapidly and hundreds of thousands of cross-border payments are being sent daily across 450 country corridors in 140 currencies. As customer expectations and needs evolve, transactions are expected to go even faster and in real-time for domestic and cross-border payments.

Since the launch of SWIFTgpi in January 2017, 3,500 banks accounting for 85% of SWIFT’s total payments traffic already committed to adopting gpi and more than 55 payment market infrastructures already exchange gpi payments, enabling domestic exchange and tracking. Yet, with increased speed of transaction and adoption of new technology, firms face the challenge of increasing cyber risks and fraud while ensuring that they are meeting regulatory and compliance obligations.

The financial services industry also has a number of challenges to tackle to remain relevant as fintechs continue to disrupt the traditional financial sector. Organisations that are able to address these challenges and embrace new opportunities led by innovation and technology will be in a better position to navigate future uncertainty. While there is consensus digital transformation is inevitable, customers continue to face hurdles of inefficiencies, interoperability and scalability in their technical and operational environment.

At the same time, we are seeing major changes in the market infrastructure landscape, including instant payment systems, renewal/replacement of RTGS market and ISO 20022 migration, which will have an impact on financial services industry. In this environment, operational excellence remains a critical foundation for financial institutions to build and secure the future of their businesses.

Innovation is also key and financial services industry is starting to adopt new technologies such as Distributed Ledger Technology (DLT), open Application Programme Interfaces (APIs) and Artificial Intelligence (AI) in their operational model.

Join us at our inaugural SWIFT Operations Forum Asia Pacific to hear more about the current operational challenges in Asia Pacific and discuss how we can collaborate as a community to translate operational gains to business benefits, accelerating your journey towards operational excellence. You will also get updates on SWIFT’s latest developments, including our interfaces evolution, next version of the mandatory security controls, access to our services using APIs as well as improved features of KYC-Self Attestation tool and Payment Controls.

The conference programme will combine plenary sessions and panel discussions addressing broad industry trends with in-depth work sessions structured around three key pillars: technology evolution, operational excellence, and skillset and mindset. Topics for work sessions range from innovation and messaging transformation to cyber security and operational efficiencies.

After years of success running the SWIFT Operations Forum Europe (SOFE) in EMEA, we have decided to organize our very first Asia Pacific Operations Forum in Singapore, bringing the forum to debate key operational issues to table of our regional community.

We look forward to welcoming you in Singapore this October!

Laurent VerstraetenManaging Director, Head of Professional Services, APAC, SWIFT


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TYPICAL PROFILE OF PARTICIPANTS

FIVE REASONS TO ATTEND

Analyst Consultant Departmentmanager

Relationshipmanager

Seniormanagement

Accountmanager

1 PARTICIPATE in discussion around the most relevant operational challenges and trends in Asia Paci�c

2 JOIN your operations and IT peers from across the industry to exchange ideas and best practices

3 BUILD a strong network of contacts – it’s an unrivalled networking opportunity for you and your organisation

4 GAIN in-depth knowledge about SWIFT’s strategy, its products and services, and what’s coming up next

5 MEET with SWIFT experts from all areas of the business and participate in highly interactive work sessions

SWIFT Operations ForumAsia Pacific 2019

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AGENDA

DAY I:TUESDAY 29 OCTOBER

08:30 – 09:00Registration & welcome coffee

09:00 – 09:15 Welcome remarks

09:15 – 10:00Opening plenary: Service Excellence in a Competitive World

10:00 – 10:45Work Session #1

10:45 – 11:15Networking coffee break

11:15 – 12:00Work Session #2

12:00 – 13:30 Networking luncheon

13:30 – 14:30 Panel discussion: Customers the day after tomorrow – how technology affects customer experience and the IT culture?

14:30 – 15:30Work Session #3


16:00 – 17:00Work Session #4

17:00 – 18:00 Networking cocktail reception

18:00 – 20:00 Networking dinner

DAY II:WEDNESDAY 30 OCTOBER

09:00 – 09:15Registration & welcome coffee

09:15 – 09:30 Welcome remarks

09:30 – 10:30Panel discussion: Payment landscape evolution & open banking in Asia Pacific


11:00 – 12:00Work Session #5

12:00 – 13:30Networking luncheon

13:30 – 14:30 Panel discussion: Significance of ISO 20022 and the implication on business flows

14:30 – 15:30 Work Session #6


16:00 – 17:00Work Session #7

17:00 – 17:30 Closing remarks

For the latest version and more updates, please visit www.swift.com/sofap2019 #SOFAP2019


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TUESDAY 29 OCTOBER10:00 – 10:45

1 Alliance Messaging Hub – the future in financial messaging

The future of cross-border payments with SWIFTgpi

Unleash Unbelievable Masterclass


2 Evolution of SWIFT’s Interfaces for the digital age – what you need to know about SWIFT’s new cloud solution?

Challenges and opportunities in the trade finance industry

Financial Crime Compliance, the move to real time and insights from across Asia Pacific


3 Development of Alliance Access & Alliance Managed Operations – what’s on the 2020/21 horizon?

Enhance the competitiveness of your payment operations with data and analytics (Part 1: Focus on established best practices)

Cyber resilience and cyber intelligence sharing – how to navigate cybersecurity in the age of digital?


4 Introduction to Alliance Warehouse – what, why and how?

Enhance the competitiveness of your payment operations with data and analytics (Part 2: Focus on new developments and shaping the future)

Improving the security of payments in Asia Pacific

WEDNESDAY 30 OCTOBER11:00 – 12:00

5 Alliance Messaging Hub – the future in financial messaging




6 Development of Alliance Access & Alliance Managed Operations – what’s on the 2020/21 horizon?

ISO 20022 migration – what you need to know and what’s new?



7 Adoption of DLT and development of API in Asia Pacific financial services industry


Improving the security of payments in APAC

WORK SESSIONS OVERVIEW

#SOFAP2019


7 #SOFAP2019

WORK SESSIONS

Work sessions are a key feature of SWIFT Operations Forum Asia Pacific and offer a wealth of information about the latest and upcoming developments in SWIFT’s products and services.

Alliance Messaging Hub – the future in financial messaging

Alliance Messaging Hub (AMH) is a future-proof financial messaging platform for financial institutions and market infrastructures. Scalable and customisable, AMH supports your business activities, with message processing allowing you to connect to multiple networks around the world.

With AMH, all of your financial flows can be orchestrated in a single hub, regardless of whether they require FIN, FileAct, ISO 20022, SEPA, local formats, instant payments, files, messages, or API calls. Needs that are common across flows, such as sanctions screening, routing rules, reference data, message display, auditing, workflow and integration capabilities, can all be managed from one hub. You can simplify your messaging architecture and reduce complexity with a messaging hub that consistently provides top notch performance, security and availability, running 24/7 without fail. AMH can also greatly reduce your costs, and will increase your efficiency and agility in coping with change.

Come and find out the latest updates on AMH, including the principles on 2022 roadmap and release policy, and how it can take your financial messaging operations to the next level.

Evolution of SWIFT’s interfaces for the digital age – what you need to know about SWIFT’s new cloud solution?

Do you know everything about our new Alliance Cloud platform with enhanced offering for customers looking for a fully managed interface and connectivity to SWIFT?

Join us in this session to see how day-to-day innovation at SWIFT is helping to transform its platform to create future services that customers expect, including a sneak preview of the new interface with a best-in-class user experience.

Development of Alliance Access & Alliance Managed Operations – what’s on the 2020/21 horizon?

Organisations are facing continued pressures to reduce costs, manage regulatory compliance, and keep on top of cyber risks. To address and adapt to these evolving challenges, SWIFT continues to raise the bar in terms of technological innovation and security.

During this session, our product managers will walk you through the updates for 2020 – 2021, covering new features on 7.4 and 7.5 release. Additionally, you will also get the latest updates on our Alliance Managed Operations service that allows you to focus on your core business, manage your costs and be confident that an expert manages your Alliance infrastructure. Join us for this session so you can prepare your business in advance!

Introduction to Alliance Warehouse – what, why and how?

Looking for more information or new updates on Alliance Warehouse, which offers long-term message storage, fast and flexible search, and is secure and reliable?

If you are keen to hear about the latest Alliance Warehouse platform, how new technology is shaping this platform and why we are doing this to support the SWIFT community, join us for this session!


Customer expectations and needs continue to evolve as financial services industry across the world are under immense pressure to adapt and innovate to stay relevant. Especially in Asia Pacific, where innovation abounds, clients expect transactions to be fast, transparent and traceable, both domestically and cross-border.

With SWIFTgpi, payments are credited to end beneficiaries within minutes – many within seconds. Hundreds of thousands of payments are being sent daily across 450 country corridors, in 140 currencies. In major corridors, such as USA-China, gpi already accounts for nearly 50% of payment traffic. It is this early success and fast adoption rate that led to the decision to move to universal gpi adoption by end of 2020. Get more insights on business drivers behind SWIFTgpi and what this means for your institution in this session.


Enhance the competitiveness of your payment operations with data and analytics (Part 1: Focus on established best practices)

Banks in APAC are increasingly under pressure to reduce costs, build scalable processes and improve the experience of corporate and retail customers banking with them.

SWIFT offers a variety of data and analytics solutions to help banks improve their payment operations and deliver on these objectives. This session will focus on best practices and proven-solutions that you can implement today:• Discover gpi Observer Analytics and how it can help you identify

inefficiencies in your payment routing, review the performance of your correspondents and identify payment inefficiencies

• Learn why Reference data has always been a key component in payment operations but also why it has now gained an even greater importance due to its contribution to fraud prevention and improvement in digital experience for your clients

• Standards, when poorly managed, create cost and complexity. Learn how Standards tools can give you a competitive advantage in the context of corporate digitizing their interactions with banks, as well as with the migration to ISO 20022


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WORK SESSIONS

Enhance the competitiveness of your payment operations with data and analytics (Part 2: Focus on new developments and shaping the future)

This session is a built-up on part 1, which focused on established best practices. As you know, SWIFT is committed to invest in its data and analytics solutions to meet the growing needs of the community. This will be an interactive session focusing on: • How SWIFT is and will be leveraging Artificial Intelligence to

enhance existing solutions, use APIs to expose data to you and use our Standards tool to manage API protocols

• A workshop with the participants to define what types of data-related solutions the industry should work on to make your life easier

• Collaboratively identify topics that should be worked upon by SWIFT for the community: transactional data, reference data and Standards tools

ISO 20022 migration – what you need to know and what’s new?

Following a large-scale industry consultation in April 2018, the SWIFT Board has recommended a migration of cross-border payment traffic to ISO 20022 starting November 2021. This migration will complete the payments processing in ISO 20022, which is also being adopted by high-value, instant and domestic payments schemes around the world.

Recently, SWIFT has also convened the first Cross-Border Payments and Reporting Plus (CBPR+) group, a working group of international payments experts that will formulate global Market Practice and Implementation Guidelines for the common rollout and implementation of ISO 20022 for cross-border payments.

Come to this session if you want more insights on the ISO 20022 migration, including practical implications of adopting ISO 20022, roadmap of the migration, SWIFT’s plan to facilitate the migration and solutions to help the community during the co-existence phase.

Adoption of DLT and development of API in Asia Pacific financial services industry

New technologies (e.g. DLT, APIs and AI) are widely experimented across the industry with many use cases evaluated and tested. New players have also entered the retail market with innovative technology (e.g. WeChat and Alipay), disrupting the traditional banking model.

At SWIFT, we have been monitoring the development of DLT, API and AI together with the financial community. We have also contributed through the development of several Proof of Concepts (PoCs) such as the recent collaboration with SLIB, SGX and five major banks in Singapore to test new ways of applying innovative e-Voting solution based on DLT in the SWIFT Sandbox.

In APAC, API adoption is also gaining traction in Financial Services. Driven by local regulations and fintech activities, this leads to fragmentation challenges as APIs are developed in silo. SWIFT is uniquely positioned in the industry to help harmonize APIs by fostering standardization for financial services.

Join us in this session to know more about the findings from our recent PoC on e-Voting solution, how to use your SWIFT infrastructure, interfaces and network to access the e-Voting solution developed by SLIB on blockchain technology hosted on the SWIFT Sandbox. We will also explain how you can use a hybrid solution based on messaging and DLT to foster interoperability and avoid market fragmentation with ISO 20022 as the foundation, combined with exposed APIs to access the ledger, clearly allowing each participant to adapt to new technology at its own pace.

In this session, we will run you through SWIFT’s API strategy, from the standardisation of financial APIs to the exploration of various use cases that we are looking at. We will take a closer look at SWIFT’s API roadmap and share information on the various activities that we are involved in globally and in APAC.


As the global trend towards real-time payment systems continues to accelerate, one of the most pressing issues for banks is how they can meet this expectation while still meeting regulatory and compliance expectations and avoiding undue risk.

Learn about the important role that financial crime compliance plays in the move to real-time payments and how that can support and enable business growth amidst geo-political uncertainty across the world.


Cyberattacks ranked among the top five risks of doing business in APAC according to Global Risks Report 2017. Naturally, low awareness of cybersecurity and increasing cross-border payments open up numerous cyber risks in the region.

In an era of persistent cyber threats, cyber resilience is an evolving challenge. Bringing together information security, business continuity and (organizational) resilience, this area is rapidly gaining recognition and becoming an integral part of how we do business. Besides maintaining cyber readiness, it is also important to share cybersecurity threat intelligence in the event of cyberattacks.

In this session, you will learn from our experts about: • Critical cyber resiliency layers at SWIFT and how to better protect

your SWIFT environment from persistent and sophisticated threats

• How to access SWIFT ISAC portal for cybersecurity threat intelligence, what data is in there and how customers can get information in machine-readable STIX / TAXII format

• SWIFT Customer Security Programme (CSP), updates on controls framework v2020, and understanding your counterparty’s CSP attestation level and integrating this compliance data into your risk management processes

#SOFAP2019


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WORK SESSIONS

#SOFAP2019

Improving the security of payments in Asia Pacific

Institutions continue to face significant regulatory and reputational risks related to cyber-fraud. Understand how SWIFT’s new Payment Controls service can be used to protect your business from the repeat and persistent payment fraud attempts and how the new SWIFTgpi stop and recall capabilities can help institutions respond rapidly to fraud threats.

Unleash Unbelievable Masterclass

In this masterclass, you will learn and experience powerful Uplifting Service principles and tools in action. Each principle emphasizes application to your specific service situations ensuring new ideas are generated, new actions are taken and new value is created to achieve your business objectives. You will also discover the proven path for you and your team to grow passion for service, unleash service innovation and create Unbelievable! customer experiences.


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SPEAKER BIOGRAPHIES

Alain RaesChief Executive, EMEA and Chief Executive, Asia Pacific, SWIFT

Laurent Verstraeten Managing Director, Head of Professional Services, APAC, SWIFT

Alain Raes was appointed Head of the EMEA Region in September 2007 and added the role of Chief Executive Asia Pacific in January 2013. He was previously Director of the Continental Europe region, having joined SWIFT in 1990. Prior to joining SWIFT he worked at Citibank, Belgium, and Fortis Bank, Singapore.

The regions led by Raes encompass Asia Pacific, Central, Southern and Eastern Europe, the Middle East and Africa. The division’s responsibilities include client relationship management, sales, and customer support. This structure enables us to work closely with our customers around the globe and respond quickly to evolving market requirements.

Laurent Verstraeten was appointed as the Managing Director, Head of Professional Services for Asia Pacific region in September 2017. Based in Singapore since 2013, he leads the experts division in charge of Advisory, Integration, Adoption and Support services composing the Asia Pacific Professional Services portfolio.

Previously, Laurent was Head of Consulting & Integration Services. He also helmed Partnerships & SME Business Development for the Asia Pacific region when he first came to the Asia Pacific region. Leading the Partners and Channels team, he oversaw the strategic development of SWIFT’s Asia Pacific channel partnerships and indirect sales in the region. Prior to relocating to Asia, he was heading the EMEA New Channels Business unit from Brussels, responsible for managing and developing business partnerships & indirect sales in Europe, Middle East and Africa.

Craig Young Chief Information Officer, SWIFT

Leo Punt Global Head of Customer Support, SWIFT

Craig Young took up his position as Chief Information Officer in February 2015. He joined SWIFT from Verizon Communications, where he had worked for twenty years, most recently as Senior Vice President and Chief Information Officer.

The Information Technology group brings together SWIFT IT development and testing. This division is responsible for the delivery of the core FIN and SWIFTNet messaging solutions, as well as interface products, matching, business and enterprise applications. The Information Technology group is also responsible to ensure best in class cyber, logical and physical security solutions in addition to driving infrastructure and technology evolution to ensure that SWIFT’s global network works securely, efficiently and effectively.

Leo Punt was appointed Global Head of Customer Support in May 2019. He is responsible 24 by 7 Customer Support services delivered through our delivery centres worldwide. Leo previously was heading Technical Pre-sales, Professional Services & Support for the EMEA region. He has over 25 years’ experience in Professional Services, Operations and Technology. He joined SWIFT in 2004 and prior to joining SWIFT held various senior level positions in IT, commercial and delivery functions in multinational institutions across different industries.

Leo has a degree in Information Technology and MBA from Henley Business School.

#SOFAP2019


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SPEAKER BIOGRAPHIES

Lisa O’ ConnorManaging Director, Standards and Capital Markets, APAC, SWIFT

Patrick Wuyts Head of Interface Applications, SWIFT

Patrick has been Head of Interface Applications since March 2018. In this role, he is leading a team of software engineers based in Belgium and Malaysia developing software products for financial institutions, interfacing their financial systems (payments, securities, etc.) with their counterparties through the SWIFT network. Patrick possesses a deep knowledge of SWIFT’s business, products and services, having previously held positions in several divisions across the company. Prior to joining SWIFT in 2011, he held various senior level positions in IT working for SMEs and multinational institutions across different industries. Patrick has an engineering degree in industrial electronics and a cyber-security certificate from MIT.

Based in Hong Kong, Lisa is the Managing Director for Securities, Treasury and Standards for Asia Pacific at SWIFT. She is in charge of a team that spends half of their time advising FMIs on ISO standards and the remaining on market practice groups for the community.

Prior to SWIFT, Lisa was at Standard Chartered Bank in Hong Kong where she was the Head of Securities Service in Hong Kong and Head of Securities Service and Corporate Agency & Trust. In this role, she was the most recent participant in the HK market to launch Third Party Clearing. At Standard Chartered Bank, Lisa also held a role in Client Coverage in RMB Solutions where she worked with Financial Institutions on China Access products.

Astrid CoppensHead of Cloud and Interfaces, Product Management, SWIFT

Michael MoonManaging Director, Payments, Trade & Communications, APAC, SWIFT

Michael Moon joined SWIFT’s Singapore office in 2012 and leads its payments, trade and communications functions in Asia Pacific. In this role, he partners with the payments and banking industry to deliver next-generation payment and settlement solutions. Michael manages SWIFT’s strategic initiatives in Asia Pacific, many of which are reshaping the payments landscape globally. These include SWIFT gpi for cross-border payments and SWIFT’s instant payment system solutions in Asia Pacific (including the New Payments Platform in Australia for domestic real time payments).

Michael’s career in the financial services and payments industry spans 20 years, and has seen him hold positions in business development, product management, strategy and marketing functions, across China, India, the US, Australia, Singapore and South East Asia. He joined SWIFT from American Express, where he led group strategy and business development for its network, merchant and B2B businesses in Asia Pacific. Prior to American Express Michael worked in the Australian banking industry with Citi and Commonwealth Bank.

Astrid Coppens is Head of Cloud and Interfaces, product management, at SWIFT. In this role, she is responsible for the evolution roadmap of SWIFT’s cloud and interfaces offering. Prior to her current assignment, Astrid was Head of gpi, EMEA (2017), Global Account Director from 2014 to 2016 and Programme Manager for T2S from 2012 to 2013. In the course of her career at SWIFT, she has also held a number of other positions in project and service management.

Astrid joined SWIFT in 1999 and holds an MSc in Engineering from KULeuven.

#SOFAP2019


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SPEAKER BIOGRAPHIES

Louise Taylor-DigbyHead of Trade Markets, APAC, SWIFT

Louise Taylor-Digby joined SWIFT’s Singapore office in 2019 as Head of Trade Markets in Asia Pacific. In this role, she partners with the financial services industry to reshape the trade finance landscape and deliver next-generation trade finance solutions.

Louise has over 15 years of experience in financial services. She joined SWIFT from Barclays Bank where she was Head of the Financial Institutions Group (FIG), Asia Pacific. Therein she was responsible for strategy, including business development as well as risk and control; delivering transactional banking solutions to the largest financial institutions across Asia Pacific. Louise was also a member of the Global FIG Leadership committee, and the Asia Pacific Risk and Control Board.

Prior to moving to Asia, she held a number of positions at Barclays Bank London, including Head of Global Client Solutions wherein she informed senior management and C-suite on innovation arising from structural and regulatory reform. Notably consulting on the ramifications of Basel III for transactional banking. Louise has also held Relationship Director roles, driving partnerships with banks and broker dealers across Europe and North America.

Louise has lived in Singapore since 2014 and holds a BA (Hons) Degree in Business from The University of Liverpool.

Rosemary Stone Global Head of HR, SWIFT

Rosemary Stone was appointed Global Head of Human Resources in May 2018. The focus of the team is to enable business transformation through talent acquisition, people, culture, organisational development and performance management.

Prior to this role, Rosemary was Acting Head of SWIFT’s UK, Ireland and Nordics business, with responsibility for strategic client engagement and business development. Rosemary has also worked as Head of Executive office for SWIFT’s Americas & UK region, and has led Marketing Communications as part of the global marketing management team. Rosemary also served in the leadership team for SWIFT’s Customer Security Programme from its inception.

Earlier in her career, Rosemary held senior roles in corporate and marketing communications and public affairs in both London and Brussels, across a number of business sectors. Rosemary has a Master’s degree from Kings’ College London.

#SOFAP2019

Simona Catanescu Head of Standards and Capital Markets, ASEAN, SWIFT

Simona is Head of ASEAN Standards and Capital Markets team. Based in Singapore, she leads a team of experts who bring together the financial community to work collaboratively and to shape market practices by advising ASEAN institutions on ISO standards and by leading market practice groups. In this role Simona also partners with securities industry to deliver next-generation of capital markets solutions. Previously, Simona was account director for securities players in ASEAN and global accounts in Singapore, and prior to this she worked for SWIFT in Belgium and Helsinki research center in Finland. Simona has several degrees in Computer Science and International Business in Romania, Finland and Belgium.


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SPEAKER BIOGRAPHIES

Ron Kaufman Chairman of Uplifting Service and New York Times Bestselling Author

Ron Kaufman is the world’s leading educator and motivator for uplifting customer service and building service cultures.

Rated one of the “Top 25 Who’s Hot” speakers by Speaker magazine, Ron presents powerful insights and global best practices from working with clients on every continent for more than twenty years. His energetic keynote speeches and workshops have inspired millions.

He is author of the New York Times and USA Today bestseller, “Uplifting Service! The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet” and 14 other books on service, business and inspiration. Ron is the founder of UP! Your Service, a global education and consulting company that enables leaders and organizations to build Uplifting Service cultures.

Ron’s experience and passionate commitment to results have been distilled into proven methods to help clients upgrade service performance and build strong service cultures. In 2018, GlobalGurus rated Ron the #1 customer service guru in the world.

Ron moved to Asia in 1990 to help Singapore Airlines and the government of Singapore to create and launch a national service quality training organization. He is a graduate of Brown University, USA with studies in France, London and Berkeley, California. He is a professional member of the Author’s Guild, Global Speakers Federation and International Association of Learning Providers. Ron resides in Singapore and travels widely to promote and realize a vision of “Our world where everyone is educated and inspired to excel in service.”

Jeff EilertsenVice President, Client Success

Jeff Eilertsen leads the Client Success team for UP! Your Service, bringing 25 years of experience working in organizational and leadership development firms. As a consultant and global master trainer, he ensures the successful implementation of the UP! Your Service Implementation Roadmap, working with clients to develop the people, processes and best practices to build a service culture. He also manages the team of consultants and trainers working around the world to put the UP! Your Service methodology into practice. As a speaker, Jeff enthusiastically shares the UP! Your Service approach and success stories with audiences seeking to uplift service culture. Prior to joining UP! Your Service, Jeff worked for Development Dimensions International, a global talent development firm. He led the design and management of leadership development products and services and implemented large-scale projects in client organizations. Jeff enjoys the global experience, having worked in over 20 countries in numerous industries, including telecom, banking, insurance, engineering, airline, government, military, health-care and manufacturing. In his career he has also served as an Operations Manager, Sales Manager, and HR Manager at organizations in the manufacturing, publishing and training industries. Jeff holds a Master’s Degree from the University of Oregon and a Bachelor’s Degree from Whitman College. He has also participated in numerous personal, leadership and executive development programs around the world.

#SOFAP2019

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22

SWIFT in action – Our Corporate Social Responsibility engagement

Our business is global. SWIFT works with and for financial communities across the globe. We know this is a privilege as well as a responsibility, and we are committed to making a positive impact wherever we can. We integrate social, environmental, ethical, and human rights concerns into our operational strategy. Education, diversity, sustainability, community outreach—our belief in the importance of these issues is embedded in our company mind-set.

At this SWIFT Operations Forum Europe 2018 in Amsterdam, we are happy to provide financial support to WATCH Nederland, a professional civil participation platform set up by Terre des Hommes to discover and fight teenage prostitution in the Netherlands.

Through its hotline WATCH Nederland collects information from youth care professionals, teachers and other civilians, including victims or their family, who do not want or dare to report to the police. This information is researched both online by forensic ICT specialists and on the ground by private investigators. Additionally, WATCH Nederland aims to identify child sexual exploiters and abusers, including advertisements from exploiters trying to sell teenagers for sex and customers of teenage prostitution. WATCH Nederland works closely together with the Dutch law enforcement agencies to free the victims of teenage prostitution and to stop the exploiters. Freed victims undergo rehabilitation and reintegration treatment in co-operation with youth care institutions and are monitored regularly by WATCH Nederland to prevent revictimisation.

In line with SDGs 1 and 4, we believe that obtaining a quality education is the foundation to improving people’s lives and sustainable development. Amongst many initiatives, we support projects of the Teach for All network in Argentina, Bangladesh, Belgium, Colombia, Ghana, and Nigeria, aiming at reducing education inequities through the development of transformational leadership programmes. SWIFT also supports education through the Student Scholarship Programme in South Africa and Nairobits Trust in Kenya, training less privileged young people in web design, IT and creative multimedia, helping them to enhance their employment and entrepreneurship opportunities.

We also contribute to financial education and inclusion initiatives as they are close to our business. SWIFT partners with Fundación Capital, to finance the development and launch of tablet-based financial education apps aimed at supporting young people and women in Brazil, Mexico, Peru, Tanzania and Vietnam. Additionally, we support the Phakamani Foundation in South Africa and the Mann Deshi Foundation in India with grants.

We also strive to respond to needs arising from humanitarian emergencies and natural disasters through corporate donations, voluntary work and donation-matching campaigns. We supported the Red Cross, helping victims of the 2017 hurricanes in the Caribbean and contributed to rebuild a school in Barbuda. Additionally, we donated to the emergency fund of Doctors without Borders.

Employee engagement is one of our key priorities, with over 21% of staff actively engaged in various associations.

At SWIFT we care for the environment by implementing measures aimed at reducing our cooperative’s carbon emissions. We use renewable energy wherever feasible and compensate carbon emissions caused by work-related travel and events, and we continue our partnership with WeForest, an NGO devoted to reforestation of bio-diverse and indigenous forests in tropical countries while providing jobs for women and enabling them to send their children to school.

CORPORATE SOCIAL RESPONSIBILITY

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22

SWIFT in action – Our Corporate Social Responsibility engagement

Our business is global. SWIFT works with and for financial communities across the globe. We know this is a privilege as well as a responsibility, and we are committed to making a positive impact wherever we can. We integrate social, environmental, ethical, and human rights concerns into our operational strategy. Education, diversity, sustainability, community outreach—our belief in the importance of these issues is embedded in our company mind-set.

At this SWIFT Operations Forum Europe 2018 in Amsterdam, we are happy to provide financial support to WATCH Nederland, a professional civil participation platform set up by Terre des Hommes to discover and fight teenage prostitution in the Netherlands.

Through its hotline WATCH Nederland collects information from youth care professionals, teachers and other civilians, including victims or their family, who do not want or dare to report to the police. This information is researched both online by forensic ICT specialists and on the ground by private investigators. Additionally, WATCH Nederland aims to identify child sexual exploiters and abusers, including advertisements from exploiters trying to sell teenagers for sex and customers of teenage prostitution. WATCH Nederland works closely together with the Dutch law enforcement agencies to free the victims of teenage prostitution and to stop the exploiters. Freed victims undergo rehabilitation and reintegration treatment in co-operation with youth care institutions and are monitored regularly by WATCH Nederland to prevent revictimisation.

In line with SDGs 1 and 4, we believe that obtaining a quality education is the foundation to improving people’s lives and sustainable development. Amongst many initiatives, we support projects of the Teach for All network in Argentina, Bangladesh, Belgium, Colombia, Ghana, and Nigeria, aiming at reducing education inequities through the development of transformational leadership programmes. SWIFT also supports education through the Student Scholarship Programme in South Africa and Nairobits Trust in Kenya, training less privileged young people in web design, IT and creative multimedia, helping them to enhance their employment and entrepreneurship opportunities.

We also contribute to financial education and inclusion initiatives as they are close to our business. SWIFT partners with Fundación Capital, to finance the development and launch of tablet-based financial education apps aimed at supporting young people and women in Brazil, Mexico, Peru, Tanzania and Vietnam. Additionally, we support the Phakamani Foundation in South Africa and the Mann Deshi Foundation in India with grants.

We also strive to respond to needs arising from humanitarian emergencies and natural disasters through corporate donations, voluntary work and donation-matching campaigns. We supported the Red Cross, helping victims of the 2017 hurricanes in the Caribbean and contributed to rebuild a school in Barbuda. Additionally, we donated to the emergency fund of Doctors without Borders.

Employee engagement is one of our key priorities, with over 21% of staff actively engaged in various associations.

At SWIFT we care for the environment by implementing measures aimed at reducing our cooperative’s carbon emissions. We use renewable energy wherever feasible and compensate carbon emissions caused by work-related travel and events, and we continue our partnership with WeForest, an NGO devoted to reforestation of bio-diverse and indigenous forests in tropical countries while providing jobs for women and enabling them to send their children to school.

CORPORATE SOCIAL RESPONSIBILITY

Registration

Online registration is available on https://www.swift.com/sofap2019

Be among the first ones to register for the event and secure an early bird rate!

Registration fees:

Full conference delegate pass: € 650 (early bird by 30 August 2019)

Full conference delegate pass: € 800 (standard rate as of 31 August 2019)

Corporate Package:€ 1,950 for 4 delegates passes (by 30 August 2019)€ 2,400 for 4 delegates passes (as of 31 August 2019)

Practical information

SWIFT Operations Forum Asia Pacific venue

Swissôtel The Stamford SingaporeLevel 4, Atrium Ballroom,2 Stamford Road,Singapore, 178882

How to access

A 3-minute walk from the legendary Raffles hotel open since 1887, this luxe option is also an 11- minute walk from the Orchard Road shopping district. The hotel is conveniently accessible by car as well as public transport and has a private parking.

Airport transfers

The daily train takes you from Changi Airport to Swissôtel and you can alight at City Hall train station. For private airport pick-up arrangement, please reach out directly to the hotel: http://www.swissotel.com/hotels/singapore-stamford

Any questions?

For more information, visit swift.com or send an email to [email protected]


Premium ServicesForum

31 October 2019Swissôtel The Stamford, Singapore

SAVE THE DATE(by invitation only)

ReinventingEfficiencies

SWIFT Operations Forum Asia Pacific

SWIFT © 2019

For more information about SWIFT, visit swift.com.

Documents

Reinventing Efficiencies - SWIFT · Reinventing efficiencies Welcome to SWIFT Operations Forum Asia Pacific 2019 Asia Pacific is taking a global lead in financial services innovation