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Private Virtual Luncheon ASEAN:
Transform and Automate Complaints, Disputes and Fraud Operations by Connecting the Front, Middle, and Back Offices

Live Session Ended: 8th March, 2022

Transform and Automate Complaints, Disputes and Fraud Operations by Connecting the Front, Middle, and Back Offices

With the priorities around digital transformation post-COVID and customer workflow operations growing at 15-20% annually, it is estimated that over 420B dispute transactions as one example will migrate to digital in 2023!  At the same time, 70% of consumers and business customers want a consistent experience regardless of the reason they are engaging with a Financial Institution.

Transforming the complaints, dispute and fraud resolution process can provide financial institutions with an opportunity to solidify bonds with their customers while driving down costs. Leading financial institutions are embracing (and investing in) an end-to-end operations platform to remove fragmentation, intelligently automate processes, and scale.

Join this Executive Virtual Luncheon hosted by ServiceNow, with an exclusive Fireside Chat between the Host and Ernest & Young, to network with fellow FSI leaders and learn more about:
– How your financial institution streamlines, automates, and future-proofs critical operations
– How to build institutional resilience for customer service across the front, middle, and back offices while embedding risk and compliance
– How to equip teams with the tools and insights to deliver better customer service

This private virtual luncheon has a limited 8 seats for FSI industry leaders and decision-makers from Customer Experiences, Digital Transformation and FSI Operations, e.g. Dispute, Fraud, Cards/Payment/Loans. Please apply your seats below, our team will get back to you within 24 hours to confirm your place.

Speakers & Moderator

Matthew Talbot

Head of Financial Services, Asia Pacific and Japan, ServiceNow

Moderator Bio:
Matthew Talbot, Head of Financial Services, APJ. Matthew leads ServiceNow Financial Services business in APJ. Previously, Matthew has held senior executive global roles in Asia with SAP, Sybase, Blackberry, Mobile365 as well as Fintech & high growth financial services and digital companies such as Clear Dynamics and Creative Media Works (BBM). With 25+ years of Executive Management, Sales, Marketing, Operations, Delivery and Product experience across complex Cloud enterprise software solutions and mobile & digital technologies in Financial Services and Telecommunications, on both the customer and software side, he brings a unique customer focused viewpoint to this discussion.

Chris Lim

Partner, Advisory - Risk & Regulatory, Ernst & Young

Moderator Bio:
Chris has over 19 years of practical experience between the Singapore and Australia practice and works extensively with financial institutions across risk and regulatory agenda. Key areas include digital banking and transformation, non-financial risks, resiliency, data, outsourcing, governance and regulatory management.

Experience with building trust across complex cross border project management for Asia Pacific. This includes regional advisory project management roles to support the client’s technology / operational risk and regulatory compliance. Worked extensively with financial institutions and has practical knowledge of technology and operational risk, managing stakeholder expectations and strong communications

Ramesh Moosa

Partner, Forensic & Integrity Services, ASEAN & Singapore Leader, Ernst & Young

Moderator Bio:
Ramesh Moosa is the EY Asean and Singapore Forensic & Integrity Services Leader. He has more than 25 years of experience in providing forensic investigation, dispute & litigation support, expert witness, digital forensics & eDiscovery, data analytics and cybersecurity services across geographies including the US, Greater China, and other Asia-Pacific countries. His experience spans enforcement cases by the SGX, US SEC, US DOJ, MAS, HKMA, HK SFC and the HK Competition Commission. He has also provided digital forensics and eDiscovery services to regulatory bodies, in support of their enforcement raids. Prior to joining a big 4 accounting firm in 2000, Ramesh was a Senior Officer in the Singapore Police Force. He is a founding council member of the Association of Information Security Professionals.  Ramesh holds MBA and Engineering degrees, CPA and CFE qualifications and is a fellow at the Singapore Institute of Arbitrators. He is fluent in English and Mandarin.

Desmond Wong

Advisory Solution Consultant, ServiceNow

Moderator Bio:
Worked with various verticals for 20+ years – combining experiences from formulating enterprise solution to implementation to going live, and enable customer success.

Why Join This Roundtable?

Who's Attending

Celia Ong

Head, Transformation & Strategic Initiatives, CCIB Digital Channels & Data Analytics, Standard Chartered Bank

Paul Aldridge

VP & Head Group Customer Experience Strategy, OCBC Bank

Ganesh Mahendranathan

Head of Innovation, RHB Banking Group

Sitharthini Rajoo

Executive Director Lean Digital & Automation, Standard Chartered Bank

Stephanie Chia

Head (Lending & Deposits), FRANK by OCBC, OCBC Bank

Neha Ahuja

Executive Director, Digital Channels, Bank of Singapore

Ferdinand Cerdeña

Operations Head | Assistant Vice President, SB Finance

Joey Tan

Head of Customer Experience (CX), GXS


The MarTech Roundtable is a platform for top executive thought leaders to deep dive into specific topics. The discussion themes are always changing but will always address pertinent trends, opportunities, pain points, and challenges facing the marketing technology sector today.

The panel of esteemed speakers are invited to share cross-industry perspectives and this interactive exchange will be presided by an experienced moderator. Audience members will help curate the discussion by submitting comments and questions to be addressed live.

The Roundtable format is as varied as its topics, taking place across APAC and Europe, virtually and in-person.

Please email Lin at lduan@themartechsummit.com if you need any assistance.

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